---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Knowledge base

# Search the knowledge base {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Use the customer portal to search the knowledge base or view a list of popular
knowledge base articles.

## Antes de Iniciar

Role required: sn_customerservice.customer, sn_customerservice.customer_admin,
sn_customerservice.partner, or sn_customerservice.partner_admin

## Por Que e Quando Desempenhar Esta Tarefa

The customer service portal includes a link to the knowledge base that you can use to
search for information, read and rate articles, and submit feedback. Under this
link, the portal displays a list of popular knowledge base articles. If the
information that you need is not included in this list, you can search the knowledge
base for the desired information.

## Procedimento

1. Navigate to the customer service portal.
2. Click Knowledge.  
   The knowledge page displays a separate category for each of the products purchased by this customer. It also displays lists of articles by:
   * Featured content
   * Most useful
   * Most viewed
   {#t_SearchTheKnowledgeBase__ul_wym_xqt_vr}
3. Do one of the following,

   | Opção | Descrição |
   | Click a product to display more specific information | Displays a list of categories on the left and articles on the right. Click a category to drill down even further. |
   | Click a link from one of the lists | Displays the article. |
   | Type a topic in the Search field and press the Enter key | Displays a list of related articles. Click a link to display the desired article. |
   |-|-|

   {#t_SearchTheKnowledgeBase__choicetable_fs5_krt_vr}