Search for knowledge article

Article • 4/2/2026 • 1 min read

The contact can search for knowledge articles in the customer portal to find answers, resolutions, or other assistance. Note: Knowledge articles will be available for display or search in the portal only when it is marked as Publish to Portal in CRM Application. For more information, refer to Knowledge.

To view knowledge articles:

  1. Go to Navigation > Knowledge Library > Knowledge Articles. Published articles are grouped by category. Click on a category to expand, and view all articles within it. To preview an article, click its title to open a drawer view, or open it in the main view for full details.

  2. To search for articles, go to Navigation > Knowledge Library > Search. Enter keywords in the title, description, or detailed description fields. Expand the search criteria to apply additional filter, such as Type, Product, etc.

If the customer service team links a knowledge article to a case in the CRM Application, the article will also appear under the Case record > Knowledge Articles tab in the portal.