CSM Browser Client Search for Knowledge from a Record

Users can search Knowledge Articles from an open record and place found solutions within the record for future reference.

To search for Knowledge from an open record:

1. Open the record for which you want to find a solution.
2. Click the Knowledge button on the toolbar.
3. Select the Source of the Knowledge Article (Known Errors, Open Incidents, Knowledge Articles, or Attachments). For Attachments, the search returns results that match the text within .txt, .doc, and .xls files and will return any file type with a matching file name.
   These are internal sources for the CSM Browser Client, meaning the search is limited to Knowledge Articles within the system, whereas the CSM Desktop Client can search outside sources such as Google or Yahoo.
4. Specify a word or phrase to search.
5. Click Search.
6. Select a Knowledge Article to view.
7. Click the Use Solution button to place the Knowledge Article information into the record.