---
sourceDocument: Yokohama Enable AI
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/intelligent-experiences

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Service Catalog readiness

# Service Catalog readiness for Now Assist on the ServiceNow AI Platform {#ariaid-title1}

Release version: Yokohama  
Updated October 16, 2025  
![](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 Service Catalog readiness for Now Assist on the ServiceNow AI Platform

A well-structured Service Catalog is crucial for maximizing the capabilities of Now Assist on the ServiceNow AI Platform.
It enables accurate interpretation of user requests, presents appropriate options, and reduces friction in self-service workflows.
Clear, conversationally enabled catalog items help Now Assist in Virtual Agent deliver higher self-service rates and better issue deflection.
Conversely, cluttered or complex catalogs hinder AI responsiveness, making an audit and optimization of your catalog a key initial step.
Show full answer Show less  

## Key Steps to Prepare Your Service Catalog

* **Install the Catalog Conversational Coverage plugin** (sncatalogconcov) to access the conversational catalog overview dashboard, which provides insights into your catalog inventory.
* **Review your catalog inventory** with the dashboard to identify the most requested and conversationally enabled items, prioritizing improvements where they will have the greatest impact.
* **Identify catalog items suited for conversational use** by focusing on those with fewer than 15 variables, as these are easier to convert and yield quicker AI-driven benefits. Items with more than 15 variables are better handled as form pop-ups.
* **Analyze and enhance catalog item metadata** by ensuring clear, user-friendly names, tooltips, categories, and consistent use of templates to avoid confusion for large language models (LLMs) and improve conversational flow.
* **Review advanced configurations** such as UI policies, client scripts, and user criteria. Note that user criteria controls request permissions but are ignored by Virtual Agent, while scripts and policies should be minimized or simplified.

## Best Practices

* Use Now Assist capabilities within Catalog Builder to generate catalog items optimized for conversational use.
* Limit the number of variables per item; fewer variables improve AI interaction.
* For complex, form-based requests, mark items as non-conversational to avoid confusing the Virtual Agent.
* Provide distinct, clear names, labels, and tooltips to offer strong context for LLMs.
* Minimize custom variable types, favor platform-standard service catalog variables.
* Limit client-side scripting and prefer regular expressions for input validation.
* Simplify variable dependencies to ensure smooth conversational flow.
* Continuously test and iterate your catalog items based on user feedback.

## What to Expect

By following these guidelines, ServiceNow customers can ensure their Service Catalog items are AI-ready and conversationally enabled, allowing Now Assist in Virtual Agent to provide intelligent, context-aware responses. This leads to improved self-service adoption, faster resolution times, and better overall user experience.  
A well-structured Service Catalog is essential to unlocking the full potential of Now Assist. As the backbone of many self-service workflows, the catalog enables Now Assist to interpret user requests accurately, present the right options, and minimize friction in the experience.
When catalog items are clearly defined and conversationally enabled, Now Assist in Virtual Agent can surface them more effectively, leading to higher self-service rates and better issue deflection.

However, catalogs that are cluttered, inconsistent, or overly complex make it difficult for AI to parse and respond appropriately. That's why auditing your existing catalog is a critical first step. By identifying which items are
AI-ready and optimizing those that aren't, you ensure that Now Assist can deliver intelligent, context-aware responses.

## High-level checklist {#sn-ai-impl-srvc-catalog__section_rxv_bgp_zgc}

1. Install the Catalog Conversational Coverage (sn_catalog_con_cov) plugin
:   This plugin gives you access to the conversational catalog overview dashboard.
:   See: [Install an application or plugin](https://www.servicenow.com/docs/access?context=installing-applications-in-application-manager&version=yokohama&pubname=yokohama-platform-administration&ft:locale=en-US)

2. Review your catalog inventory
:   Use the conversational catalog overview dashboard to review all active catalog items. From this list, determine which are most requested and the percentage that are conversational.
:   Why? To focus improvement efforts on the catalog items with the highest impact.
:
    See:

    * [Catalog Conversational Coverage](https://www.servicenow.com/docs/access?context=using-catalog-conversational-experience&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US)
    * [Conversational catalog overview dashboard](https://www.servicenow.com/docs/access?context=conversational-coverage-overview-dashboard&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US)
    {#sn-ai-impl-srvc-catalog__ul_jsl_f5p_zgc}

3. Determine which catalogs can be made conversational
:   Identify catalog items with fewer than 15 variables. (Items with more than 15 variables are better suited to be submitted as pop-up links to forms.)
:
    Note:  
    Conversational catalog items require Now Assist in Virtual Agent. For details, see [Now Assist in Virtual Agent readiness on the ServiceNow AI Platform](https://servicenow-prod.fluidtopics.net/stodf3KFM5qpXWoAi9116g "Now Assist enhances Virtual Agent with AI-driven capabilities that understand natural language, guide users through complex tasks, and deliver high-confidence answers without relying on rigid keyword matching or manual configurations.").
:   Why? These are easier to convert and provide quick AI wins.
:   See: [Service catalog variables](https://www.servicenow.com/docs/access?context=c_ServiceCatalogVariables&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US)

4. Analyze catalog item metadata
:   Ensure catalog items have clear, user-friendly names, tooltips, metadata, and categories. Using templates can help with this as well.
:   Why? This prevents LLM confusion and improves conversational flow.
:
    See:

    * [Service Catalog properties](https://www.servicenow.com/docs/access?context=r_ServiceCatalogProperties&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US)
    * [Edit a catalog item in Catalog Builder](https://www.servicenow.com/docs/access?context=edit-cat-item-cat-builder&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US)
    * [Create a catalog item using a template](https://www.servicenow.com/docs/access?context=create-item-cat-builder&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US)
    {#sn-ai-impl-srvc-catalog__ul_f1f_vzp_zgc}

5. Review advanced configurations
:   Review UI policies, client scripts, and user criteria.
:   Why? User criteria determines who can request an item, but policies and scripts are ignored by Virtual Agent.
:
    See:

    * [Service catalog UI policy](https://www.servicenow.com/docs/access?context=c_ServiceCatalogUIPolicy&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US)
    * [Set security for items and categories](https://www.servicenow.com/docs/access?context=c_ServiceCatalogAccessControls&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US)
    * [Create a user criteria record in Service Catalog](https://www.servicenow.com/docs/access?context=t_CreateAUserCriteriaRecord&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US)
    * [Create a Service Catalog client script](https://www.servicenow.com/docs/access?context=t_CreateACatalogClientScript&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US)
    {#sn-ai-impl-srvc-catalog__ul_wcw_cbq_zgc}

## Tips {#sn-ai-impl-srvc-catalog__section_vll_32q_zgc}

* [Use Now Assist in Catalog Builder to generate catalog items](https://www.servicenow.com/docs/access?context=now-assist-for-catalog-generation&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US).
* Limit the number of variables. Fewer is better.
* [For form-based requests, select the Make item non-conversational in VA check box.](https://www.servicenow.com/docs/access?context=catalog-item-conv-details-page-overview&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US)
* Provide clear context for the LLM with distinct names, labels, and tooltips.
* Minimize the use of custom variable types. [Use the service catalog variables included on the platform instead.](https://www.servicenow.com/docs/access?context=r_VariableTypes&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US)
* [Limit client-side scripting and use regular expressions for validation.](https://www.servicenow.com/docs/access?context=define-regex-vrble&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US)
* Avoid complex dependencies. Simplify variable relationships to ensure a smooth conversation flow.
* Test and iterate: make changes based on feedback.
{#sn-ai-impl-srvc-catalog__ul_znd_l2q_zgc}  
For more information about conversational catalogs in AI, see the following ServiceNow Community articles:

* [Guidance for making catalog items conversational](https://www.servicenow.com/community/intelligence-ml-articles/now-assist-in-conversational-catalog-request-guidance-for-making/ta-p/2987560)
* [How to request catalog items in Now Assist in Virtual Agent](https://www.servicenow.com/community/virtual-agent-nlu-articles/how-to-request-catalog-items-in-now-assist-in-virtual-agent/ta-p/2747811)
{#sn-ai-impl-srvc-catalog__ul_tbs_fdq_zgc}