Import a Word document to a knowledge base

Import a Word document to create a knowledge article.

Before you begin

You must have Can Contribute access to at least one active knowledge base.

Role required: knowledge

About this task

Beginning with Madrid, the Import a Word document feature is enabled by default and the Import Articles module is displayed in the application navigator. All existing customers will be able to use the Import Articles option on the Knowledge Management v3 homepage. For customers who are in versions prior to Madrid can enable the Import a Word document feature, an administrator must first disable the Import Articles option on the Knowledge Management v3 homepage by setting the glide.knowman.import.hide_import_functionality property to true and adding the Import Articles module to the application navigator.

These styles and elements are preserved when importing a .doc or .docx file into a knowledge base. Styles and elements not included in this list may not be preserved when importing a document.

• Titles
• Headings
  Note:

  Only default heading settings are supported. For any headings and subheadings with numbers, the numbers are not imported.
• Images
  Note:

  Images may not be aligned exactly as in the Word document you import.
• Links
• Bold text
• Italic text
• Underlined text
• Ordered and unordered lists
  Note:

  After import, the bullets in an unordered list are replaced with dots.
• Tables
  Note:

  Only default heading settings are supported. Custom heading styles are imported using the default settings for those styles. Table styling and borders are not supported.

Note:

Starting with the Washington DC release, the Knowledge Management v3 homepage (com.snc.knowledge3) is being prepared for deprecation in the future Y release. It is replaced by the Knowledge Management Service Portal (com.snc.knowledge_serviceportal), which is active by default for customers on Madrid and later releases. For more information about the new experience, see Knowledge Management Service Portal homepage features.

Procedure

1. Navigate to All > Knowledge > Articles > Import Articles.
2. Enter the knowledge base to add the article to.
3. Optional: Select a Category from within the knowledge base.
   Note:

   Use the category picker to add a category. The picker does not differentiate between the different category levels. You can select a category or sub category and add it to the Category field.
4. Optional: Select the Publish check box to start the publishing workflow for each imported article immediately after the import finishes.
   Note:

   The Publish check box appears only when the Show publish checkbox on the knowledge import pop-up property is enabled. To enable the property, navigate to Knowledge > Administration > Properties and select the check box for the Show publish checkbox on the knowledge import pop-up property.
5. Select one or more Word files to import.
6. Click Import.
   
   An article is created in the selected knowledge base and category using the content from the uploaded document.

   • If you uploaded multiple documents, one article is created for each.
   • If you use knowledge internationalization, the language of the article is set to the system language selected.
   • When the upload completes, a pop-up window displays the number and short description of the articles. Click an article to view the full record.
   • If any errors occur during the upload, a pop-up window displays the error.
   • If the Publish check box is activated, knowledge articles go into Review or Published state, depending on the workflow attached to the knowledge base.
   • If the Publish check box is not activated, the knowledge articles go into Draft state and are then reviewed before publishing.

Related tasks

• Import a Word document to a knowledge base using Knowledge Management V3