---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Search for knowledge articles in CSM Configurable Workspace

# Search for knowledge articles in CSM Configurable Workspace {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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 CSM Configurable Workspace.
2. Open a customer service case.
3. Perform one of the following.  
   * In the Agent Assist panel, click the search resource icon (![Search resource icon.]()) and select a search source.
     * <kbd class="ph userinput">Knowledge Articles</kbd>
     * <kbd class="ph userinput">Similar Knowledge Articles</kbd>
     {#csm-workspace-search-knowledge__ul_us2_ymv_bfc}
   * In the Recommended Actions - Search tab, search with a keyword and select the Search source as <kbd class="ph userinput">Knowledge</kbd> 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://www.servicenow.com/docs/F38j__68OdxtzN5T5Baw8A "As an admin, you can enable the Recommended Actions - AI search on the Front-line case page, CSM default record page, and CSM Interaction page (for chat, video, walk-up, and email channels) by setting the hideAgentAssistShowRA UX page property to true.").
   {#csm-workspace-search-knowledge__ul_flq_lmv_bfc}
4. Select a knowledge article.
5. Click 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.
{#csm-workspace-search-knowledge__steps_hyw_4kc_qfb}