Using conversational search in Now Assist panel

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Get common case-related information from the KBs within the case record by asking questions in the Now Assist panel.

    This video provides a walk through of how to get common case-related information from your Knowledge Bases directly within the case record by asking questions in the Now Assist panel.

    Agent Interaction with Now Assist panel and Knowledge Bases (KBs): As an agent, you should be able to ask questions within the Now Assist panel (NAP) to find any relevant information. If the answer to your question is available in the KBs, it is displayed within the Now Assist panel. Additionally, the sources from where the information is derived is also shown. If the answer is not available within the KB search, you are redirected to the global search experience.

    Benefits
    • Efficiency: Agents can quickly find answers without leaving the Now Assist panel.
    • Transparency: Sources of information are clearly indicated, enhancing trust.
    • Comprehensive Search: If the answer isn't found in the KBs, agents are redirected to a global search to ensure no information is missed.
    • Customer Support: Agents can quickly resolve customer issues by accessing detailed and accurate information and enhancing the customer experience.
    To use the feature, do the following:
    1. In Core UI or CSM Workspace, open a case that is assigned to you.
    2. From the header menu, select the Now Assist icon to open the Now Assist panel.
    3. In the Now Assist panel, type in a question related to a case.

    To get started with configuring the Now Assist Q&A Skill, see the Configuring Now Assist Admin features instructions.