---
title: Open a knowledge article in a sub-tab
description: Search for a knowledge article in Agent Assist or Recommended Actions - AI Search and then open the article in a sub-tab.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/csm-workspace-open-knowledge.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Using CRM Workspace in Customer Service Management, Manage cases, Use, Customer Service Management]
---

# Open a knowledge article in a sub-tab

Search for a knowledge article in Agent Assist 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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/migrate-ra-agent-assist.md).

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.