Choosing an Article Link Format

You can insert an article link using the Answer ID or the Document ID. There are important differences between how these links work in the application.

Authors can add links to other knowledge base articles in their articles. Users can click on the links when viewing articles in customer portal, and in the Search Knowledgebase window in Agent Desktop. Article links are not active in the Agent Desktop Content page, or in the BUI Authoring tool Content page .

Authors can use either an article's Answer ID or its Document ID when they create links. There are important differences in how these links work in the application:

• Answer ID links refer to a specific article in a specific locale. If the article exists in multiple locales, the user sees the article in the locale that you have linked to, which may be different than their preferred locale. You can use the link checker in Service Cloud to find and fix broken Answer ID links.
• Document ID refer to the article in all its locales. Document ID links resolve to the user's preferred locale. The link checker doesn't find broken Document ID links. You must maintain them manually.

You may want to consider a policy for how authors in your organization create article links, so that you can manage them efficiently.