# Managing Spark data inputs

Configure Spark to incorporate organization-specific data inputs into its response generation. This ensures it provides responses aligned with your internal processes and knowledge. As a result, Spark increases automated resolution rates, reduces escalations and rework, and shortens resolution time.

This is achieved through the following data inputs:

* Knowledge base articles
* Service request catalog
* Past ticket resolution data

## Knowledge base articles

Knowledge base articles support Spark in providing guidance aligned with company policies and recommended practices. This includes both employee-facing and IT support-related knowledge. Spark can classify articles by intended audience to determine how to use the content during search and resolution.

Import multiple knowledge bases from your ITSM using CSV files. Refer to the [Managing knowledge sources](/platform/user-guide/spark/setting-up-and-managing-spark/managing-spark-data-inputs/managing-knowledge-sources.md) documentation for more information.

## Service request catalog

Service request catalog access enables Spark to guide employees to the appropriate service request and submission process for their request.

Configure the ServiceNow request catalog connector to ingest the ServiceNow catalog structure, forms, and request metadata, which Spark can use to identify and recommend service requests and provide associated guidelines.

Refer to the [ServiceNow Request Catalog connector](/platform/configuring_nexthink/bringing-data-into-your-nexthink-instance/integrating-nexthink-with-third-party-tools/inbound-connectors/connector-for-servicenow-request-catalog.md) documentation for more information.

## Past ticket resolution data

Past ticket resolution data enables Spark to continuously learn from past resolutions. This allows Spark to assist employees in complex scenarios by leveraging previously applied solutions and expert knowledge.

Spark can use resolution notes from incidents previously resolved by support agents to recommend remediations. This capability helps reduce manual intervention and escalations over time.

For configuration instructions, refer to the [ServiceNow Incidents connector](/platform/configuring_nexthink/bringing-data-into-your-nexthink-instance/integrating-nexthink-with-third-party-tools/inbound-connectors/connector-for-servicenow-incidents.md) documentation.


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