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

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    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Catalog item request approaches

# Catalog item request approaches {#ariaid-title1}

Release version: Brazil  
Updated September 10, 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 enables catalog item requests through conversational interactions using Virtual Agent.
Depending on your environment and configuration, there are four approaches available to submit catalog item requests conversationally.
Two of these approaches are current and actively supported, while two are legacy options retained for existing deployments.
Show full answer Show less  

## Current Conversational Approaches

* **Catalog Agent:** This is the preferred and AI-native approach using ServiceNow Otto. It guides requesters through a natural-language conversation, collecting responses step-by-step rather than presenting all fields simultaneously. Requests for supported catalog items flow through the Catalog Agent. If an item is unsupported by the Catalog Agent but supported conversationally, the request falls back to the LLM topic block. Unsupported items open in a standard interactive form.
* **LLM Topic Block:** Powered by Virtual Agent and generative AI, this approach uses reusable topic blocks to guide requesters through catalog item variables conversationally. It serves as the secondary conversational path when the Catalog Agent does not support an item. The conversational flow includes search, pre-summary card, question collection, and a summary card before submission.

## Legacy and Fallback Approaches

* **NLU Topic Block:** An earlier conversational approach predating the LLM topic block. It remains available for existing configurations but is not recommended for new conversational catalog setups.
* **Interactive View (Form):** When catalog items cannot be rendered conversationally---unsupported by both the Catalog Agent and LLM topic block---the request opens as a standard web form. This fallback ensures all catalog items remain accessible.

## Request Flow in NextWave

When submitting a catalog item request through Virtual Agent in NextWave, the sequence is:

1. Attempt conversational handling with the Catalog Agent for supported items.
2. If unsupported by Catalog Agent but supported conversationally, fall back to the LLM topic block.
3. If unsupported conversationally, open the item in Interactive View (standard web form).

Both Catalog Agent and LLM topic block provide a consistent user experience involving pre-summary cards, question collection, and summary cards, though their underlying orchestration differs.

## Choosing the Right Approach

For new implementations, ServiceNow recommends using the Catalog Agent or the LLM topic block for conversational catalog requests. Organizations currently using the LLM topic block do not need to migrate immediately, as it remains supported and the Catalog Agent will incrementally handle additional catalog items as coverage expands.  
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/R~Y~s_bHYcbIahqrPGWOhQ "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}