Add an Answer Link to an Article

You can include a link to another knowledge base article. 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.

Choosing a link format

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

• Use Answer ID to link to a specific article. 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.
• Use Document ID to create links that resolve correctly when articles exist in multiple locales, so that users see the article in their preferred locale. The link checker doesn't find broken Document ID links. You must maintain them manually.

Add an article link

1. Select text in the article to use as link text, or place your cursor where you want to create the link.

2. Right-click on the selected text and select Create Answer Link, or click Insert/Edit Answer Link on the editor toolbar.

3. In the Answer Link window, enter the article Answer ID or Document ID in the appropriate field.

4. Enter link text in Anchor Text, if you didn't select text previously.

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