---
sourceDocument: Yokohama Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/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


---

# Open a knowledge article in a sub-tab

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

Release version: Yokohama  
Updated August 14, 2025  
![](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 CRM Workspace.
2. Open a customer service case.
3. Perform one of the following actions in the Contextual side panel:  
   * In the Agent Assist tab, select an article from the default search or search for something specific using the search bar and then select an article.
   * 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/7_ynzB06ojoikJKgKx~AYw "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. View the article in the Contextual side panel.  
   After viewing the article, you can also perform the following actions:
   * Select Attach to attach the article to the case. Add any additional comments in the Attach Article pop-up window and then select Attach Article. The article is attached to the case and added to the Attached Knowledge related list.
   * Select Flag to flag the article. Add a comment in the Flag Article pop-up window and then select Save. This action generates a feedback task for the knowledge article.
   * Select the knowledge article link below the article title to open the article in a separate tab. You can also select the More Actions menu and then select Full View.
   * Select the More Actions menu and then select Helpful to mark the article as helpful.
   {#csm-workspace-open-knowledge__ul_nxy_wty_hgc}
{#csm-workspace-open-knowledge__steps_hyw_4kc_qfb}