Configuring Workspace

Configure Workspace to ensure it has the permissions and data access needed to provide valuable insights into your IT environment and support effective monitoring, troubleshooting, and proactive optimization of the Digital Employee Experience (DEX).

By activating Nexthink Assist, you are explicitly consenting to the additional sub-processors identified in the Nexthink Data Processing Schedule. Ensure that you are authorized to provide consent on behalf of your organization.

Before you begin

Nexthink Administrators must complete the following technical prerequisites to ensure all required system components and settings are correctly in place.

Enable web search

Web search extends Workspace by retrieving information from a curated set of external sources. This helps answer questions that require up-to-date vendor guidance, known issues, or industry best practices.

Workspace uses web search when it considers information from external sources to be relevant or complementary.

Navigate to Administration > Data management > Environment > Features, and enable the Web search toggle.

Trusted sources

Nexthink limits web search to a controlled set of trusted, authoritative sources. These sources are selected for their reliability, technical accuracy, and relevance to IT operations.

The following categories are included:

Status pages: Vendor service status and outage information, including your organization's Nexthink cluster status (for example, status.azure.com)
Official documentation: Product documentation from software and platform vendors (for example, docs.citrix.com)
Security and update information: Vulnerability databases and patch advisories (for example, nvd.nist.gov)
IT operations and best practices: Technical guidance and learning platforms (for example, learn.microsoft.com)
Device and hardware support: Vendor support and troubleshooting resources (for example, support.hp.com)
Trusted IT news and references: Established technology publications (for example, zdnet.com)
Nexthink ecosystem: Nexthink documentation and the Nexthink KB (for example, docs.nexthink.com and support.nexthink.com)

This list is representative and not exhaustive.

How sources are selected and maintained

Nexthink curates the list of allowed sources based on the following principles:

Authority: Sources must be owned or maintained by recognized vendors or institutions.
Accuracy: Content must be technically reliable and regularly updated.
Relevance: Sources must provide value for IT operations, troubleshooting, or digital employee experience.
Safety: Unverified, user-generated, or low-trust content is excluded.

Nexthink reviews and updates the allowed sources regularly to maintain quality and relevance.

Data safety and usage

Web search in Workspace is designed to enhance answers with up-to-date information for functional questions related to IT and device health, while maintaining strong privacy protections. It is not intended for general-purpose internet searches.

Workspace transforms a user's question into a search query to retrieve relevant information from the web. This process is designed to minimize the use of sensitive, identifying, or customer-specific information. Queries are structured to prioritize general technical context and relevance, such as product names, error symptoms, or service status, rather than details that could identify an individual or a specific customer environment.

Refer to Environment for more information.

Configure knowledge base access

Configure knowledge sources for Workspace, either via manual import or the ServiceNow Knowledge Base connector, to enable Workspace to access KB articles.

The system automatically references Nexthink's own support.nexthink.com KB when troubleshooting issues with Nexthink itself — no configuration is required for this source.

Refer to Knowledge management for more information.

Configure ticket data access

Configure the ServiceNow Tickets connector to give Workspace access to historical ticket resolutions when troubleshooting.

Refer to the ServiceNow Tickets connector for more information.

Set permissions

Refer to Roles > Workspace for the permissions required to use and configure Workspace.