Knowledge articles and attachments

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Posted on by Steve Pillar

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Hi,

I have written a number of knowledge articles, that are viewable in our Customer Service Portal.

I see that it is possible to attach documents to the knowledge article.

This I have done, and published the articles.

While the articles are viewable in the Portal, I can't see any obvious way in which to access the attachments.

Any suggestions much appreciated.

Many thanks

Steve

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Answers (1)

Steve Pillar 156 on at

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RE: Knowledge articles and attachments

Hi Leah,

It seems to be the case that attachments will only appear, if they are added after the above settings are made.

Thanks for your help

Steve
Steve Pillar 156 on at

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RE: Knowledge articles and attachments

Hi Leah,

Thanks for your reply.

I had already made all the settings as you've said, but still no attachments appear in the article on the Portal.

Is the web page displaying the Portal article customizable through the advanced settings and Knowledge article entity? I have a vague recollection of being able to switch article comments on and off, and was wondering if the visibilty of attachments was similar.

Regards

Steve
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RE: Knowledge articles and attachments

Hi Steve,

To display knowledge articles with downloadable file attachments, you must create the site setting KnowledgeManagement/DisplayNotes, and set the value to true.

When you set the site setting to true, knowledge articles are displayed along with their attachments, so portal users can search for these attachments.

Display file attachments with knowledge articles - Power Apps | Microsoft Docs

Result:
Steve Pillar 156 on at

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RE: Knowledge articles and attachments

Thank you Leah.

I have changed the setting 'Sync attachements to portal' to Yes.

Should that attachment, that is, a link to it (?) now be visible in the article or with it?

Thanks

Steve
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RE: Knowledge articles and attachments

Hi Steve:

With this new attachment capability, you'll need to stop using notes attachments for the portal. To use knowledge article attachments for the portal, you must enable the feature by doing the following:

Go to Customer Service Hub, and then select Service management > Knowledge Management > Settings.

Under Sync knowledge article attachments to portal, toggle Sync attachments to portal to Yes.

Select Save.

https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-article#update-knowledge-article-attachments-for-portal