Form Data Collector

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Form Data Collector

    The Form Data Collector application in ServiceNow Australia release enhances Virtual Agent chatbot interactions by automatically populating case form fields during customer conversations. It streamlines data collection by retrieving and iterating through form fields based on specified tables and views, facilitating efficient case updates.

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    Key Features

    • Flow Access: Access the Form Data Collector flow via Conversational Interfaces > Virtual Agent > Designer by searching for the "Conv Form Ask Sequential Questions" topic block.
    • Input Parameters: The flow requires inputs such as the table name, conversation context, record sysid, and view to fetch relevant form fields.
    • Field Types Supported: Handles Boolean, Date, Currency, String, Choice, Glide list, and Reference fields during iteration.
    • Integration with Large Language Model (LLM): Utilizes LLM to determine if a question can be answered from conversation history or if a new question should be posed to the customer, enabling conversational and dynamic data collection.
    • Data Update: Automatically updates the case record with customer responses when questions are answered based on conversation history.
    • UI Policies Supported: Supports field iteration governed by UI policies; however, client scripts are not supported in this process.
    • Disputes Intake Specifics: For disputes handled via Virtual Agent, the same questions and options as the Disputes playbook are presented, ensuring consistency.
    • Bypassed Questions: Certain critical dispute questions are excluded from LLM processing to guarantee direct and accurate customer input for dispute category and reason selection.

    Practical Benefits for ServiceNow Customers

    Using the Form Data Collector enables customers to:

    • Improve Virtual Agent efficiency by automating form data collection during conversations.
    • Maintain data accuracy by combining LLM-driven conversational questioning with mandatory direct inputs for sensitive fields.
    • Ensure consistency in dispute management by aligning Virtual Agent questions with the Disputes playbook.
    • Streamline case updates by directly mapping customer responses to form fields without manual intervention.

    Learn about the Form Data Collector. This application is used to assist with populating case form fields during a customer's interaction with a Virtual Agent chatbot.

    Viewing the Form Data Collector flow

    To view the Form Data Collector flow:
    1. Navigate to All > Conversational Interfaces > Virtual Agent > Designer.
    2. In the search field, type Conv Form Ask Sequential Questions.
    3. Select the Conv Form Ask Sequential Questions topic block in the list.

    Summary of the Form Data Collector flow

    1. The flow takes the following input parameters:
      Table 1. Flow Data Collector parameters
      Name Description
      Table name The name of the table.
      Conversation context The context of the Virtual Agent conversation.
      Sys ID The identifier of the table.
      View The table view.
    2. The form fields are retrieved from the table and view inputs.
    3. The flow iterates through each field in the table.
      1. Determine the field type when a field is found.
        The following field types are supported:
        • Boolean
        • Date
        • Currency
        • String
        • Choice
        • Glide list
        • Reference
      2. Using the Form Data Collector capability, call the large language model (LLM) to determine if the question can be answered using the conversation history, or if a new question should be asked to the customer.
        Question can be answered using conversation history Update the case record (created by the Virtual Agent topic) with data from the customer's response.
        Question cannot be answered using conversation history Generate a question in a conversational format using the LLM and present it to the customer.
    4. When there are no more fields, the flow returns the response output and the record field value pair.
    Note:
    Only UI policies are supported for field iteration in a form. Client scripts are currently not supported.

    Questions Displayed in Disputes intake via Virtual Agent

    Disputes intake via Virtual Agent displays the same questions, dispute category options, and dispute reason options presented in the Disputes playbook.

    Bypassed questions from LLM processing

    The Form Data Collector in Disputes intake via Virtual Agent will bypass the following questions from LLM processing during the conversation. These questions require direct customer input to ensure that the correct dispute category and reason code are selected.

    • Select dispute reason
    • Select dispute category
    • What best describes your issue?
    • Please provide additional details about the issue.
    • Was the transaction processed within the Intra-European Economic Area?
    • What best describes your billing issue?
    • Which of these is incorrect?
    • Did you receive a refund instead of having the transaction reversed?
    • Did you attempt to make this transaction?
    • Is the card in your possession?
    • Do you see an extra transaction related to your original purchase?
    • Did you make this transaction while commuting?
    • What best describes your billing issue?