Search knowledge article

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Use the search function to find articles you want to work on and then filter and sort your results as needed.

    Before you begin

    Role required: admin

    About this task

    Searching for knowledge articles is essential because users often struggle to find accurate information quickly. Without a reliable search, they waste time and risk using outdated content. A strong search experience helps in faster resolution and improves productivity.

    Note:
    When AI Search feature is active, search uses AI for results. If not enabled then contextual search is used.

    Procedure

    1. Navigate to All > Knowledge > Knowledge center.
      You can also access Knowledge Center through Workspaces > Knowledge center
    2. In the Search bar, enter the name of the topic you want to find articles about.
    3. You can see the detailed results by selecting View all Knowledge.
      The detailed results are displayed in a card format.
    4. You can also see the detailed results in the list view by selecting Go to list view

    Result

    The detailed results are displayed in a list format.