Now Assist Panel -> Cases as data source

DominikBenner
Tera Contributor

‎09-17-2025 07:24 AM

Hi there!

 

I am trying to modifiy the Nowassist Panel, so that our agents can benefit from closed cases and incidents.

I've added the indexes data source for cases but for me it seems, that only knowledge and incidents are used for answers. 

Is the agent capable of using resolved and closed cases to solve same error messages?

 

Second question: When i try to add an external data source, i get "page not found" error. Is there a trick to add an external datasource?

 

 

br 

 

Dominik

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FernandoCastro
ServiceNow Employee
ServiceNow Employee

4 weeks ago

1. I am not sure what you mean with benefit from closed cases? Maybe you are looking to instead do suggested steps generation?

2. If you are looking to map knowledge bases used in Now Assist Panel so you can do questions and answers from it, then follow this article. For external data sources, use External Content Connectors depending on what type of page is it

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