Add a File Attachment Answer

You can add file attachment answers to link to information contained in another document.

File attachment answers contain many of the same answer fields as in HTML answers. However, some fields are unavailable when adding file attachment answers. You can attach only one file for each file attachment answer type. File attachment answers are also indexed as searchable text on the customer portal. After you save your file attachment answer, you can download, view and edit properties, and delete the file.

File attachment answers appear to customers on the customer portal as file attachments. These are different to HTML answers that contain file attachments within the answer to provide additional information.

When you open an answer file attachment from the Search Knowledge Base tools panel, do one of the following:

• Click Save to save the attachment to your local drive.
• Click Cancel to open and view the file.

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 File Attachment.
   The Confirm Answer Type Change window opens.
4. Click Yes.
   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 file attachment answer type, the Question, Answer, Special Response, and Attachments tabs are removed and you lose any content that was created on those tabs.
5. Click Add File.
   After you attach a file, information about the selected file appears on the Content tab. The Content tab contains a paper clip icon when there is a file attached to the file attachment answer.

   File Attachment Answer Content Tab

   Field	Description
   Name	This field displays the name of the file.
   Size	This field displays the size of the file.
   Created	This field displays the date and time the file was created.
   Updated	This field displays the date and time the file was last updated.
   Description	This field displays the description of the file defined on the Properties window. You can add or edit the description by selecting the file, clicking Properties and entering the description in the Description field.
   Private	This field displays the visibility of the file attachment answer.
   Action	After a file has been added to the list, the Open, Download, and Delete options are available.

6. To open the attachment, click Open.
7. To download the selected file, click Download.
   You are prompted to save the file attachment to the location you specify. A File Download window opens displaying the download progress.
8. To change the display of the name and description, click Properties.
9. To remove this file from the answer, click Delete.
10. Click Save.