Search for Knowledge Using the Knowledge Pane

Use the Knowledge Pane to search for Knowledge Sources.

Good to know:

• Click the Browse link under online resource results to view Web Knowledge.
• If the search is conducted from a record (ex: Incident), you can click the Use Solution button to link the solution to the record. The way in which the record is linked depends on the configuration (ex: Data could be copied into the record, a journal entry could be added, or the record could be linked via a relationship). For Knowledge Articles, clicking the Use Solution button also increments the KA's Usage Count.

To search for Knowledge using the Knowledge Pane:

1. Open the Knowledge Pane.

   To open the Knowledge Pane:

   1. Open the Knowledge Pane:
      • From the CSM Desktop Client, click the Knowledge tab on the right side of the CSM Main Pane and then click the Pin button to dock the pane.
      • From the CSM Desktop Client menu bar, click View>Knowledge.
2. In the Knowledge Pane toolbar, define Knowledge Pane Search options.

   

3. In the Search For Field, specify a word or phrase to search (ex: Printing).

   

4. In the Options section, define Knowledge Pane options.

   

5. Click the Go button to run the search.

   Knowledge Pane Results open in the Knowledge pane.

   

6. Click a Knowledge Source link to view the content.