Attach Files to Knowledge Articles

It is not uncommon for a knowledge article to refer to a document in which more information can be found.  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.  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.  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.  Adding a document to an article is now a matter of clicking on the Attach file… option and selecting one or more files, or dragging and dropping files onto this option.

When a knowledge article with attachments is applied to a request, the attachments of the article are added as attachments to the requests.  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 knowledge article.