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Attach Files to Knowledge Articles

June 15, 2021
Carlyn Manly
2 Min Read

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It is not uncommon for a knowledge article to refer to a document in which more information can be found.ย  In such cases, the expectation has always been that the creator of the article would include a hyperlink to the document in the Instructions field.ย  If the document was not available on a web server, it could be uploaded to the Xurrent Media Library where a hyperlink would be generated for the document.

The benefit of using a hyperlink rather than a file attachment was that it avoided a new copy of the document being created each time the knowledge article would be applied to a request.ย  The disadvantage of this approach, however, was that a specialist could not simply drag and drop a file onto a knowledge article to include it.

That is why it is now possible to add attachments to knowledge articles.ย  Adding a document to an article is now a matter of clicking on the Attach fileโ€ฆ option and selecting one or more files, or dragging and dropping files onto this option.

Adding attachment to knowledge article

When a knowledge article with attachments is applied to a request, the attachments of the article are added as attachments to the requests.ย  This does not cause any additional copies of the files to be made; when someone clicks on one of the attachments from the requests, the file that opens is actually the one linked to the knowledgeย article.