---
sourceDocument: Australia ServiceNow AI Platform Capabilities
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/servicenow-platform

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    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Catalog item request approaches

# Catalog item request approaches {#ariaid-title1}

Release version: Australia  
Updated June 24, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Catalog item request approaches

ServiceNow provides multiple approaches to request catalog items conversationally through Virtual Agent, allowing requesters to interact naturally rather than filling out forms.
These approaches vary based on your environment and configuration, with two current supported methods and two legacy options still available for existing deployments.
Show full answer Show less  

## Current Supported Approaches

* **Catalog Agent**: Utilizes AI-native conversational guidance powered by ServiceNow Otto to collect information step-by-step in a natural language dialogue. This approach handles supported catalog items fully conversationally. If an item is not supported by Catalog Agent but supported conversationally, it falls back to the LLM topic block. If unsupported completely, the item opens as a traditional web form.
* **LLM Topic Block**: A Virtual Agent and generative AI-powered conversational approach that uses reusable topic blocks to gather catalog item variables. It serves as a fallback for items not yet supported by Catalog Agent, preserving the conversational flow including search, pre-summary, question collection, and summary before submission.

## Legacy Approaches

* **NLU Topic Block**: An earlier conversational method previously used to configure catalog requests. It remains available for existing deployments but is not recommended for new configurations.
* **Interactive View (Form)**: The fallback method for items that cannot be rendered conversationally by either Catalog Agent or LLM topic block. In this case, the catalog item opens as a standard web form for manual completion.

## How Requests Flow in NextWave

When a requester submits a catalog item request in NextWave:

* If supported, the Catalog Agent processes the request conversationally.
* If not supported by Catalog Agent but supported conversationally, the LLM topic block handles the request.
* If unsupported conversationally by both, the request falls back to the Interactive View web form.

Both Catalog Agent and LLM topic block offer a consistent user experience with guided question answering and summary cards before submission, though their internal orchestration differs.

## Choosing the Right Approach

For organizations new to conversational catalog requests, implementing the Catalog Agent is recommended to leverage the latest AI-native conversational capabilities. Existing deployments using the LLM topic block can continue without mandatory migration, as both methods are supported and Catalog Agent coverage will grow incrementally to handle more items.  
Catalog items can be requested conversationally, depending on how your admin has configured Virtual Agent and which approach is in use. The available approaches help you select the appropriate method for your environment.

Four approaches are available to submit a catalog item request through Virtual Agent. Two approaches are current and actively supported; two are legacy paths that remain available for existing deployments.{#catalog-agent__catalog-agent-intro-1}

## Catalog agent {#catalog-agent__catalog-agent}

The Catalog Agent uses AI-native conversation through ServiceNow Otto to guide requesters through a natural-language conversation, collecting answers step by step instead of presenting all fields at once.{#catalog-agent__catalog-agent-catalog-agent-1}

When a catalog item is supported by the Catalog Agent, the request flows through the Catalog Agent. Where the Catalog Agent does not support an item, the request goes back to the LLM topic block if
the conversation is supported. If the item is not supported conversationally at all, it opens in interactive view as a form.{#catalog-agent__catalog-agent-catalog-agent-2}

## LLM topic block {#catalog-agent__section_llm_topic_block}

The LLM topic block is the pre-existing conversational approach powered by Virtual Agent and generative AI. It uses reusable topic blocks to collect catalog item variables through a guided conversation.{#catalog-agent__catalog-agent-section_llm_topic_block-1}

The LLM topic block also serves as the secondary step for catalog items that the Catalog Agent does not support. The conversational flow --- search, pre-summary card, questions, summary
card --- is preserved in both approaches.{#catalog-agent__catalog-agent-section_llm_topic_block-2}

For the conditions that determine whether a catalog item is conversational in the LLM topic block, see [Request catalog item through Now LLM](https://www.servicenow.com/docs/pjni7r7yUQw0wahgXxcIag "You can design a topic conversation in Virtual Agent powered Now LLM by including reusable topic blocks to perform request submission tasks.").{#catalog-agent__catalog-agent-section_llm_topic_block-3}
When a requester submits a catalog item request through Virtual Agent on NextWave, the request follows this sequence:{#catalog-agent__catalog-agent-catalog-agent-andllm-1}

1. Catalog Agent --- If the catalog item is supported by Catalog Agent, the request is handled conversationally through Catalog Agent.
2. LLM topic block --- If the item is not yet supported by Catalog Agent, the request falls back to the LLM topic block, which handles it conversationally using the existing topic block flow.
3. Interactive View (form) --- If the item is not supported conversationally by either mechanism, it opens as a standard web form in Interactive View.

The conversational flow is largely consistent between Catalog Agent and the LLM topic block. Both paths present a pre-summary card, collect answers to catalog item questions, and display a summary card before submission. The underlying orchestration differs, but the requester experience is similar.{#catalog-agent__catalog-agent-catalog-agent-andllm-2}

## NLU topic block {#catalog-agent__section_nlu_topic_block}

The NLU topic block is an existing approach that configured conversational catalog requests before the introduction of the LLM topic block. It remains available for existing deployments.{#catalog-agent__catalog-agent-section_nlu_topic_block-1}  
Note:  
For new conversational catalog configurations, use of Catalog agent or the LLM topic block is preferred.

## Form --- Interactive View {#catalog-agent__section_form}

When a catalog item can't be rendered conversationally --- because it's not supported by the Catalog Agent or the LLM topic block --- Virtual Agent opens the item as a standard web form in interactive view. This is the fallback for non-conversational items.{#catalog-agent__catalog-agent-section_form-1}

In NextWave, non-conversational items open in Interactive View.{#catalog-agent__catalog-agent-section_form-2}

## Choosing an approach {#catalog-agent__section_choosing}

For most organizations that have not enabled conversational catalog requests, use the Catalog Agent. For organizations already running the LLM topic block, no migration is required --- the LLM
topic block remains supported, and Catalog Agent handles items incrementally as coverage expands.{#catalog-agent__catalog-agent-section_choosing-1}