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

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Use Recommended Actions to attach knowledge articles to chat

# Use Recommended Actions to attach knowledge articles to chat {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

As an agent, use chat in Recommended Actions to resolve issues of the customers by attaching knowledge articles.

## Before you begin

Role required: sn_nb_action.next_best_action_user

## Procedure

1. Navigate to AllWorkspace ExperienceWorkspacesCSM Configurable WorkspaceInbox.
2. Change the status from Offline to Available to see all the active chats.
3. Select Accept to start a chat conversation with a customer.  
   The active customer chat session and corresponding chat details are displayed in a new subtab.
4. Select the Recommended Actions icon (![Recommended Actions icon.]()) in the contextual side panel.  
   Based on the issue, the Share KB in chat interactions guidance cards are displayed.
5. Review the Recommended Actions cards.
6. Select Send in chat from the side panel to send the respective knowledge article to the customer.  
   The Send in chat, part of Share KB in chat interactions guidance, is disabled for the inactive or concluded chats.

   <br />

   The knowledge article number and its' link is sent to the customer in the public chat, by default. Additionally, the used recommended card is moved to the history.
7. Following are the other secondary actions.  
   {#use-recommended-actions-to-attach-knowledge-articles-to-chat__table_bsc_cjy_ddc__entry__2}

   | Actions | Description |
   |-|-|
   | Send in private chat | Select this action if the customer is restricted to the article and to share the selected article privately to an internal agent. |
   | Copy Link | Select this action to copy the link of the selected article. |
   | Read article | Select this action to read the article and to select a secondary action. Here, you can also Read article in full view,Mark article as helpful, Flag article, Send in private chat and, Copy link. |
   [Table 1. Secondary Actions]

   {#use-recommended-actions-to-attach-knowledge-articles-to-chat__table_bsc_cjy_ddc}
8. Continue reviewing the Recommended Actions cards and accept them as required, to resolve the issues.
**Related concepts**   

* [Share KB in chat interactions guidance](https://www.servicenow.com/docs/oAKyAyBJx6QXvYhh0aK_AQ "The Share KB in chat interactions guidance recommends relevant knowledge articles to customer service agents and enables them to share the articles in chat conversations on chat interaction records.")

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