Search for knowledge articles in CRM Workspace

task brazil Updated Sep 10, 2026 1 min read csm-workspace-search-knowledge.md

Search for knowledge articles in Agent Assist, including similar knowledge articles.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, workspace_admin, admin

About this task

Agent Assist displays contextual search results based on text entered in the Short description field on the Case form. These search results include knowledge articles and other types of information, such as open or resolved cases and community content. You can narrow the list of results by selecting a specific type of information to view.

Note: With the Predictive Intelligence for Customer Service Management plugin (com.snc.csm_ml), you can also view Similar Knowledge Articles.

Procedure

Open CRM Workspace.
Open a customer service case.
Perform one of the following.
- In the Agent Assist panel, select the search resource icon ([Omitted image "agent-assist-select-search-resource-icon.png"] Alt text: Search resource icon.) and select a search source.
  - Knowledge Articles
  - Similar Knowledge Articles
- In the Recommended Actions - Search tab, search with a keyword and select the Search source as Knowledge to filter the knowledge articles.
  
  For more information on how to enable Recommended Actions - AI Search and disable Agent Assist, see Enable AI search in Recommended Actions.
Select a knowledge article.
Select Attach.

Depending on your configuration, you can add a link or embed an article directly into the Additional comments (customer visible) portion of the activity stream.

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---
title: Search for knowledge articles in CRM Workspace
description: Search for knowledge articles in Agent Assist, including similar knowledge articles.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/customer-service-management/csm-workspace-search-knowledge.html
release: brazil
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Using CRM Workspace in Customer Service Management, Manage cases, Use, Customer Service Management]
---

# Search for knowledge articles in CRM Workspace

Search for knowledge articles in Agent Assist, including similar knowledge articles.

## Before you begin

Role required: sn\_customerservice\_agent, sn\_customerservice.consumer\_agent, workspace\_admin, admin

## About this task

Agent Assist displays contextual search results based on text entered in the **Short description** field on the Case form. These search results include knowledge articles and other types of information, such as open or resolved cases and community content. You can narrow the list of results by selecting a specific type of information to view.

**Note:** With the Predictive Intelligence for Customer Service Management plugin \(com.snc.csm\_ml\), you can also view Similar Knowledge Articles.

## Procedure

1. Open CRM Workspace.

2. Open a customer service case.

3. Perform one of the following.

- In the Agent Assist panel, select the search resource icon \(\[Omitted image "agent-assist-select-search-resource-icon.png"\] Alt text: Search resource icon.\) and select a search source.
- `Knowledge Articles`
- `Similar Knowledge Articles`
- In the Recommended Actions - Search tab, search with a keyword and select the **Search source** as `Knowledge` to filter the knowledge articles.

For more information on how to enable Recommended Actions - AI Search and disable Agent Assist, see [Enable AI search in Recommended Actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/migrate-ra-agent-assist.md).

4. Select a knowledge article.

5. Select **Attach**.

Depending on your configuration, you can add a link or embed an article directly into the Additional comments \(customer visible\) portion of the activity stream.