---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Open a knowledge article in a sub-tab

# Open a knowledge article in a sub-tab {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Search for a knowledge article in Agent Assist or or Recommended Actions - AI Search and then open the article in a sub-tab.

## Before you begin

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

## Procedure

1. Open CSM Configurable Workspace.
2. Open a customer service case.
3. Perform one of the following:  
   * In the Agent Assist panel, select an article from the default search or search for something specific using the search bar.
   * In the Recommended Actions - Search tab, search for the desired article 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://servicenow-prod.fluidtopics.net/HlMD39EkiBkB6nBK~TyNUw "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-open-knowledge__ul_sr4_34v_bfc}
4. Click the article link to open the article in a new sub-tab of the parent case.
{#csm-workspace-open-knowledge__steps_hyw_4kc_qfb}