PDFs in articles and Knowledge Base of documents

[dgerlock]

Newbie here and I'm getting frustrated and hoping I can find the help here that I need.  I'm trying to do 2 things:

1) Embed PDFs into knowledge articles from Documents/Documents.  Is there any way to either embed, link, or attach a PDF from Documents/Documents?

2) Create a KB for documents not necessarily creating articles first.  Is there a way to all access to Documents/Documents as a KB or some such thing in Service Portal or Knowledge Portal?

I may be missing something (or lots of things!) but is seems that even though you can upload PDFs but not be able to access them for general use.

Thanks!!

[Per-Kristian BM]

Hello

I have to assume a little here. I assume you are using "managed documents" when you say documents?

1:  knowledge article and not the documents module.

The simplest is to attach a PDF to a knowledge article, and then select "display attachment". now the attachment will show as the bottom of the article text. or, you can attach the pdf, no click display attachment, men when in edit mode, click "view" on the attachment, copy the URL from the window that shows the pdf and use that URL as a link in the middle of text.

2: documents using the managed documents module and linking them to a knowledge article

If you want better control on the documents and a workflow on publishing and classification on the documents/files you upload, you can use the "managed documents" plugin and the "knowledge document" plugin. this allows you to easily upload documents and files with approvers etc. and then it can be linked to a KB of your choice. when a user get a search hit on that knowledge article and click on it, they do not view the article but the document that is published and linked to that article, for example a word doc, pdf or powerpoint slidedeck. the knowledge article is very easy to be used to create searchability for that document. this is a very handy way way to have document management and make them available in the service portal or when solving tasks.

https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/product/managed-documents/refe...

https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/product/managed-documents/conc...

[dgerlock]

Hi and thanks for responding.  Let me clear up my gibberish!!  LOL

No, not from Managed Documents as that only holds Word docs and not PDFs so from Documents/Documents.  That one can hold PDFs.  What I want to do is somehow have those PDFs INSIDE the article, embedded, so when someone opens an article, it's all there in article body.  Or, if that isn't possible, is it possible to attach or link the PDF to the article from Documents/Documents and not have to upload from my computer.  Be able to attach/link from within ServiceNow, seems that having a document repository one should be able to access the docs from anywhere within ServiceNow.  

The other issue I want to tackle is part of what I stated above.  Is it possible to make the document repository (those under Documents/Documents) available as a knowledge base in the Service Portal/Knowledge Portal like how knowledge bases are for articles?

Hopefully, it's a little clearer now.

[Dave Littlejohn]

i am not familiar with Documents/Documents that you mentioned (perhaps a screenshot would help clarify things), but my other response does let you know how to have the PDF inside the article, embedded, so when someone opens an article, it's all there in article body.

[dgerlock]

If there's going to be a document repository, you'd think it would be easily accessible as a "kb" of sorts (meaning as a button on a portal).