Enable File Attachments

Authors can attach one or more files, such as product manuals, data sheets, and videos, to a knowledge article to make them available to agents and end-users. Authors can also update and remove attachments from articles.

You must enable file attachments for each individual content type that you want authors to be able to attach files to. You must also enable content processing of file attachments so that their contents will be matched to users' search terms. You can view and edit the list of supported file types, and change the display titles of the attachments uploaded by authors.

An article can have up to 20 attachments with a maximum file size of 100MB for each attachment. Most common business file types, including office documents (.doc, .docx, .odt), PDF (.pdf), and video (.mp4) are supported by default.

The search processes attached files and matches terms in user questions to their contents. When agents search for a term from My Knowledge and Service Request Knowledge pages, the application fetches not only the articles that match the search term but also the attachments files associated to articles that include the term. File attachments are included as separate document type in search results. For file attachment search results, agents can perform a few actions like inserting the link to the file attachment in a service request message. The link to the article is inserted in the message in this case.