Components installed with Conversation Improvement Themes

  • Release version: Zurich
  • Updated November 10, 2025
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    Summary of Components installed with Conversation Improvement Themes

    The Conversation Improvement Themes feature includes a variety of components designed to enhance and manage themes related to conversations in ServiceNow. This includes scheduled jobs, system properties, tables, and flows that work together to streamline the tagging and organization of content such as knowledge articles and conversations.

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    Key Features

    • Roles: The primary role for accessing the dashboard and tables associated with this application is snnathematic.themeadmin.
    • Scheduled Jobs:
      • Create thematic executions: Monthly job that generates Themes Execution Staging Records, tagging various content types.
      • Themes - Create Daily Primary Request Executions: Daily job that tags conversations to existing themes and creates new ones if needed.
      • Update Theme Effective and Ineffective Scores: Daily job that tracks effective and ineffective conversations for each theme.
    • Tables:
      • Themes Configurations: Stores configurations including the last scan date for theme creation.
      • Themes: Contains created themes and their descriptions.
      • Themes associations: Manages relationships between themes and tagged content.
      • Primary Requests: Holds primary requests extracted from evaluated chats.
    • System Properties:
      • snnathematic.dataChunkSize: Sets the default chunk size for Azure Open AI provider (default: 100). Adjust if processing is stuck.
      • snnathematic.fallbackDataChunkSize: Used when theme skills are not part of the Azure Open AI provider (default: 25), with different sizes recommended for various LLMs.
    • Business Rules:
      • Theme tagging: Triggers when the Themes Execution Staging record state changes to processing, invoking the Theme Tagging subflow.
      • Themes Update next record to processing: Updates the Themes Execution Staging record state to reflect its current status.
    • Subflows:
      • Theme Tagging: Executes on record state change, creating and tagging themes appropriately.
      • Primary Theme Tagging: Tags conversations to existing themes or creates new ones if necessary.
    • Script Includes:
      • themesUtil: Utility function for Conversation Evaluator.

    Key Outcomes

    By utilizing the components of Conversation Improvement Themes, ServiceNow customers can effectively manage and enhance their conversational content through automated tagging and theme management, improving the relevance and organization of knowledge resources and conversations.

    Several types of components are part of Conversation Improvement Themes, including scheduled jobs, tables, system properties, and flows.

    Roles added

    Role Description
    sn_na_thematic.theme_admin Primary role to access dashboard and tables installed with the application.

    Scheduled jobs installed

    Scheduled job Description

    Create thematic executions

    This scheduled job runs once a month and creates Themes Execution Staging Records that create themes and their description and tags knowledge articles, catalog items, VA topics, AI Agents, and conversations to these themes.
    Themes - Create Daily Primary Request Executions Runs daily and creates Themes Execution Staging Records that tags conversations to the existing themes, and if necessary, creates new themes
    Update Theme Effective and Ineffective Scores Runs daily and populates number of effective conversations and number of ineffective conversations for every theme.

    Tables installed

    Label Name
    Themes Configurations [sn_na_thematic_themes_configuration] Contains various configurations for Conversation Improvement Themes.

    Configuration Name - Last scan date: Contains the last scanned date of the theme creation. After the first run, theme extraction and theme description update will only run on content updated or created after the last run date.
    Themes [sn_na_thematic_themes] Contains the themes created along with their descriptions.
    Themes associations [sn_na_thematic_associates] Contains the relationship between themes and different content types tagged to that theme.
    Primary Requests [sn_na_thematic_primary_request] Contains all the primary requests extracted from evaluated chats.

    System properties installed

    Property Description

    sn_na_thematic.dataChunkSize

    The default chunk size, used for Azure Open AI provider and as a backup. The default chunk size is 100.

    If you see Themes Execution staging record is either in a failed state or stuck on processing for a long time, reduce the chunk size and change the state of the Execution staging record to draft and then again to processing.

    sn_na_thematic.fallbackDataChunkSize

    If any of the theme skills are not part of the Azure Open AI provider, the fallback size is used to create execution staging records.

    If you see Themes Execution staging record is either in a failed state or stuck on processing for a long time, reduce the chunk size and change the state of the Execution staging record to draft and then again to processing.

    The default chunk size is 25. But it should be set differently for different LLMS.
    • Gemini: 25
    • Claude: 10
    • Now LLM: 1

    Business rules installed

    Name Description
    Theme tagging An asynchronous business rule that runs the state of the Themes Execution Staging record changes to processing. It invokes the Theme Tagging subflow.
    Themes Update next record to processing Runs state of the Themes Execution Staging record changes to Classification Complete, Complete or Failed.

    Subflows installed

    Flow Description
    Theme Tagging Executes when the state of the Themes Execution Staging record changes to processing. The subflow creates themes, updates their description, and then tags knowledge articles, catalog items, VA Topics, AI agents, and conversations with the themes and moves the state of the Themes Execution staging record to complete.
    Primary Theme Tagging The subflow is called from Theme Tagging subflow. It tags conversations to the existing themes and if necessary, creates new themes.

    Script includes installed

    Script includes Description
    themesUtil Primary utility function for Conversation Evaluator.