You can include a link to another knowledge base article.

Note: Article links are active, presenting the linked article upon clicking, when you view the article containing the link in the Search Knowledgebase window within Agent Desktop or, when you access the article on the customer portal pages. Article links are not active in the Agent Desktop Content view page and the BUI Authoring tool Content view page.

To add an article link:

  1. Select text in the article to provide a placement anchor for the link.

    If you do not select text, you must enter the anchor text when you create the link.

  2. Click Insert/Edit Answer Link on the editor toolbar.

    You can also right-click on the selected text and select Create Answer Link from the menu.

    Knowledge Advanced displays the Answer Link window.

  3. Enter the article Document ID in the Doc ID field.

    You also have the option of using the article Answer ID.

    Tip: Use the Document ID. When there are localized (translated) versions of the article, Knowledge Advanced identifies the localized article version associated with the Document ID that corresponds to the user’s locale when a user accesses the article through this link.
  4. Enter text in the Anchor Text field, if no text was previously selected.

    If you selected text, that text defaults into the Anchor Text field.

  5. Enter the article title in the Title field to provide hover text for the link.

  6. Click OK.