Search the knowledge base

---
title: Search the knowledge base
description: Use the customer portal to search the knowledge base or view a list of popular knowledge base articles.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/t\_SearchTheKnowledgeBase.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Search for information, Use Customer Service Portal, Customer communication, Use, Customer Service Management]
---

# Search the knowledge base

Use the customer portal to search the knowledge base or view a list of popular knowledge base articles.

## Before you begin

Role required: sn\_customerservice.customer, sn\_customerservice.customer\_admin, sn\_customerservice.partner, or sn\_customerservice.partner\_admin

## About this task

The customer service portal includes a link to the knowledge base that you can use to search for information, read and rate articles, and submit feedback. Under this link, the portal displays a list of popular knowledge base articles. If the information that you need is not included in this list, you can search the knowledge base for the desired information.

## Procedure

1.  Navigate to the customer service portal.

2.  Select **Knowledge**.

    The knowledge page displays a separate category for each of the products purchased by this customer. It also displays lists of articles by:

    -   Featured content
    -   Most useful
    -   Most viewed
3.  Do one of the following,

<table id="choicetable_fs5_krt_vr"><tbody><tr><td id="d292384e109">

**Click a product to display more specific information**

</td><td>

Displays a list of categories on the left and articles on the right. Click a category to drill down even further.

</td></tr><tr><td id="d292384e118">

**Click a link from one of the lists**

</td><td>

Displays the article.

</td></tr><tr><td id="d292384e127">

**Type a topic in the __Search__ field and press the Enter key**

</td><td>

Displays a list of related articles. Click a link to display the desired article.

</td></tr></tbody>
</table>
**Related topics**  


[Search for information on customer service portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/t_SearchForInfoUsingThePortal.md)

[Search the customer service community](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/t_SearchTheCommunity.md)