---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Conversational search in ServiceNow Otto panel

# Using conversational search in ServiceNow Otto panel {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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

This video shows how to get common case-related information from your Knowledge Bases directly within the case record by asking questions in the ServiceNow Otto panel.

Agent Interaction with the panel and Knowledge Bases (KBs): As an agent, you should be able to ask questions within the panel (NAP) to find any relevant information. If the answer to your question is available in the KBs, it is
displayed within the 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 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.
{#using-conversational-search-in-now-assist-panel__ul_sct_tht_wdc}  
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 AI icon to open the panel.
3. In the panel, type in a question related to a case.
{#using-conversational-search-in-now-assist-panel__ol_tr3_b3t_wdc}

To get started with configuring the ServiceNow Otto Q\&A Skill, see the [Configuring AI skills](https://www.servicenow.com/docs/access?context=configuring-na-landing&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) instructions.