Add a URL Answer

When you create a URL answer, an external URL address displays to customers on the customer portal.

When customers click the URL, an external web page opens in a new window. URL answers are also indexed as searchable text on the customer portal. You can still define many of the same fields as you would when creating HTML answers. However, certain fields are unavailable when adding a URL answer. The available fields depend on the permissions set in your profile.

1. Do one of the following:

   • Click New.

   • If your navigation set is configured to add answers from the file menu, click File and select Answer.

2. Enter a one-line summary in the Summary text box.
   This field displays as the subject of the answer on the customer portal.
3. Select URL.
   The Confirm Answer Type Change window opens.

   Caution: When you change the answer type in an existing answer, all answer relationships and certain answer fields are removed. For example, when you change an HTML answer type to a URL answer type, the Question, Answer, Special Response, and Attachments tabs are removed and you lose any content that was created on those tabs.
4. Click Yes in response to the Confirm Answer Type Change message.
5. Enter or paste a URL address in the URL field.
6. Click Preview to display the URL content.
   The Preview section displays the link as it will appear in the customer’s web browser. It can also display other file types or folder content.

   Note: URL answers are not flagged as updated on the Answers page when the answer content changes if the URL does not change.
7. Click Save.