Deliver concise, conversational answers to agents based on your knowledge sources
Multi‑Turn Q&A Genius Results in the Now Assist Panel provide agents with conversational search experiences within their workspace. Agents ask follow up questions in natural language and receive grounded responses derived from Knowledge articles or even external sources. They can follow up in the same context to clarify or deepen information, all in the Panel conversation interface. This feature enhances agent responsiveness and accuracy of answer for customer results.
Key Capabilities
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Conversational follow‑up questions inside the panel
Agents can refine responses by asking more questions without losing context. -
Answers grounded in Knowledge content
Results are generated from published Knowledge articles that are visible to the agent. -
Embedded in Now Assist Panel for agents
Accessible from the agent workspace without needing to leave their case or switch to a portal or search window. -
Feedback-enabled cards
Agents can provide thumbs‑up or thumbs‑down feedback on each response to help improve relevance and quality.
Implementation
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Enable the plugins: Now Assist for CSM, AI Search, and Knowledge Management
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Verify that agent-facing Knowledge articles are up-to-date and accessible to agents for accurate Q&A delivery
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Activate the skill in the Now Assist Admin Console under Platform, then Now Assist Q&A Genius Results.
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Once active, setup the knowledge search source (shortcut on the right side text)
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To add more sources in the search profile mappings, see more here: add information sources to an assistant.
Configuration walkthrough:
Usage walkthrough:
Key Best Practices
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Publish clear, structured Knowledge articles to support accurate and effective response generation
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Include follow-up examples and wording in knowledge articles to support multi-turn context
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Monitor agent usage and feedback scores in the Now Assist Admin Console and identify knowledge gaps
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Use Knowledge generation skill in tandem with this for a full loop of evergreen data
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Use positive usage feedback to guide topic expansion and relevance tuning
Formal Learning
Now Learning: Now Assist for CSM Essentials Path
Measured Success & Outcomes
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Outcome |
How It Supports Agents |
Key Metric |
|---|---|---|
|
Faster access to knowledge |
Agents get answers within the panel without switching contexts |
Average response time |
|
Reduced knowledge lookup time |
Eliminates need for context switching to portal or search interfaces |
Knowledge usage rate per agent |
|
Higher knowledge reuse |
Feedback helps identify content gaps and improve KB |
Ratio of Q&A sessions with positive feedback |
|
Improved agent confidence |
Agents resolve questions faster with trusted conversational support |
Agent satisfaction rating |
|
Continuous improvement cycle |
Feedback guides knowledge updates and question-response tuning |
Increase in feedback-driven article updates |
Frequently Asked Questions
Where do agents access this capability?
Agents use the Now Assist Panel within their workspace to ask and receive answers via Q&A.
Can agents ask follow-up questions?
Yes. Multi-turn Q&A maintains context across questions in the same panel session.
Are answers based in published content only?
Yes. Responses are synthesized from Knowledge articles retrieved via AI Search.
Can access be restricted?
Yes. Administrators control access using search profiles and user criteria within the Now Assist Panel configuration.
Does this feature require portal or search UI navigation?
No. Skill is entirely embedded within the Now Assist Panel; agents do not need to navigate away or use other tools.
