--- sourceDocument: Brazil ServiceNow AI Platform Capabilities sourceDocumentLink: https://www.servicenow.com/docs/r/servicenow-platform Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil ServiceNow AI Platform Capabilities ft:clusterId : - platcap bundleId : - platcap workflow : - Platform --- # Catalog Item Standards scope and examples # Catalog Item Standards scope and examples {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![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 Standards scope and examples This document outlines the best practices that ServiceNow Otto honors when generating catalog items through the AI conversational catalog item builder. It specifies which best practices fall within the scope of catalog generation capabilities and provides examples of both in-scope and out-of-scope practices. Additionally, it defines the rules for how these best practices are applied during catalog item creation. Show full answer Show less ## In-Scope Best Practices Best practices are only applied if they relate to elements that users can create using the AI catalog item builder. Key examples include: * **Help text for mandatory fields:** Ensures mandatory questions include help text to guide requesters and reduce errors. * **Avoiding excessive radio button choices:** Highlights when radio button questions have more than 10-15 options, recommending drop-down lists for better usability and screen space efficiency. * **Clear, jargon-free question labels:** Encourages plain language to improve requester understanding by avoiding technical terms, abbreviations, and acronyms. ## Out-of-Scope Best Practices Best practices that require information unavailable to the AI or depend on system behavior beyond catalog item properties are not enforced. Examples include: * **Role-based restrictions:** Such as preventing users with specific roles from creating certain question types. * **Reference qualifiers for large lookup question sets:** Filtering options when lookup questions exceed 1,000 choices, which may require system configuration knowledge. ## Rules for Applying Best Practices * **Plain text requirement:** Only best practices written in plain text in the published article are honored; formatted text and images are ignored. * **Deviation handling:** If a best practice is not met, the catalog item is still created, but the user is notified about the deviation. * **Published version usage:** The AI uses only the latest published version of the Catalog Best Practices article, ignoring drafts. This reference describes the in-scope best practices that can be used for catalog item generation. It provides examples of in-scope and out-of-scope best practices and documents the rules for how best practices are applied. ## Scope of best practices {#catalog-item-standards-scope-and-examples__section_pmg_tqd_vjc} Best practices are honored only when they are within the scope of catalog generation capabilities. This means best practices apply only to what a user can create using the AI conversational catalog item builder. The following are examples of best practices that are within the scope of catalog generation and are honored by ServiceNow Otto.{#catalog-item-standards-scope-and-examples__table_vsp_wqd_vjc__entry__2} | Intent | Best practices | |-|-| | Include help text for all mandatory fields | If a mandatory question does not have help text, highlight this as help text guides requesters on what is expected, reducing confusion and errors. | | Avoid radio button questions with more than 20 choices | If a radio button (single choice) question has more than 10 to 15 choices, highlight this as a drop-down is cleaner for larger option sets and takes up less screen space. | | Use clear question labels and avoid technical jargon | If a question label uses technical jargon, abbreviations, or acronyms that a typical requester may not understand, highlight this as plain-language labels are easier for everyone. | [Table 1. In-scope best practices examples] {#catalog-item-standards-scope-and-examples__table_vsp_wqd_vjc} ## Out-of-scope best practices examples {#catalog-item-standards-scope-and-examples__section_smh_crd_vjc} Best practices that require information not directly available to the LLM, or that depend on behavior beyond what's directly defined on the catalog item, aren't applied. This includes: * Role-based or permission-based restrictions on catalog authors * Runtime behavior or system configuration not defined on the catalog item itself {#catalog-item-standards-scope-and-examples__ul_dm4_drd_vjc} The following are examples of best practices that are outside the scope of catalog generation and aren't honored by AI.{#catalog-item-standards-scope-and-examples__table_owq_3rd_vjc__entry__2} | Intent | Best practices | |-|-| | Restrict lookup multiple-choice questions based on Catalog Builder Editor role | If the creator's role is Catalog Builder Editor, they must not be able to create a lookup multiple-choice question type. This restriction depends on role-based security rules not directly available to the LLM. | | Add reference qualifiers for lookup questions with more than 1,000 choices | If a lookup question has more than 1,000 choices, add a reference qualifier to filter the options. This may require system configuration knowledge beyond catalog item properties. | [Table 2. Out-of-scope best practices examples] {#catalog-item-standards-scope-and-examples__table_owq_3rd_vjc} ## Rules for best practice application {#catalog-item-standards-scope-and-examples__section_ujw_4rd_vjc} The following rules define how AI applies best practices: * Plain text requirement: ServiceNow Otto honors only best practices written in plain text in the article. Formatted text, images, and special markup are ignored. * Deviation: If there is a deviation, a catalog item is created, and then the user is prompted about the deviation. * Published version only: The LLM uses only the latest published version of the Catalog Best Practices article. Draft isn't considered. {#catalog-item-standards-scope-and-examples__ul_gny_prd_vjc} **Related reference** * [Catalog item standards for catalog item generation](https://www.servicenow.com/docs/AhXbQUuihklAuUIgLuhJxQ "The Catalog Item Standards knowledge base contains a knowledge base article. This article called Catalog Best Practices, has best practices that help AI provide guidance during catalog item creation in Catalog Builder.")