Share knowledge in a Connect Support conversation

task australia Updated Sep 10, 2026 1 min read t_ShareKnowledgeInConnectSupport.md

The support view of the Connect workspace has a built-in knowledge tool that makes it easy to search for knowledge articles and share them in a conversation.

Before you begin

Role required: none

About this task

Use the knowledge tool to research user questions and provide solutions quickly and easily.

Procedure

Open a support conversation in the Connect workspace.

The knowledge tool is not available in Connect mini windows.
In the conversation tools area to the right of the conversation pane, click the knowledge base tab, which is represented by an open book icon.

[Omitted image "ConnectSupportKnowledgeBaseTab.png"] Alt text: The knowledge base tab is represented by an open book icon

The knowledge homepage appears in the conversation tools pane.

[Omitted image "ConnectSupportKnowledgeBaseHome.png"] Alt text: The knowledge base
Search for articles related to the user's issue.

For more information about finding knowledge, see Search using Knowledge Management v3.
To share an article in the conversation, drag a knowledge article link to the conversation pane and drop it anywhere in the drop zone that appears.

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---
title: Share knowledge in a Connect Support conversation
description: The support view of the Connect workspace has a built-in knowledge tool that makes it easy to search for knowledge articles and share them in a conversation.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/servicenow-platform/connect/t\_ShareKnowledgeInConnectSupport.html
release: australia
product: Connect
classification: connect
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Connect Support, Connect, ServiceNow AI Platform Additional Capabilities, Extend ServiceNow AI Platform capabilities]
---

# Share knowledge in a Connect Support conversation

The support view of the Connect workspace has a built-in knowledge tool that makes it easy to search for knowledge articles and share them in a conversation.

## Before you begin

Role required: none

## About this task

Use the knowledge tool to research user questions and provide solutions quickly and easily.

## Procedure

1. Open a support conversation in the Connect workspace.

The knowledge tool is not available in Connect mini windows.

2. In the conversation tools area to the right of the conversation pane, click the knowledge base tab, which is represented by an open book icon.

\[Omitted image "ConnectSupportKnowledgeBaseTab.png"\] Alt text: The knowledge base tab is represented by an open book icon

The knowledge homepage appears in the conversation tools pane.

\[Omitted image "ConnectSupportKnowledgeBaseHome.png"\] Alt text: The knowledge base

3. Search for articles related to the user's issue.

For more information about finding knowledge, see [Search using Knowledge Management v3](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/r_KnowledgeSearch.md).

4. To share an article in the conversation, drag a knowledge article link to the conversation pane and drop it anywhere in the drop zone that appears.