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Import a Word document to a knowledge base

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Import a Word document to a knowledge base

Import a Microsoft Word document to create a new knowledge article.

Before you begin

Role required: None. You must have user criteria "Can contribute" permission for at least one active knowledge base. If you cannot contribute, the Import Articles button does not appear.
Note: An administrator can control the visibilty of the Import Articles button by setting the other knowledge property Hide the 'Import' functionality (button and drag-n-drop) for all users (glide.knowman.import.hide_import_functionality) to true.

Importing documents to knowledge is available only from a computer browser. You cannot import documents from a mobile device.

About this task

You can import Microsoft Word .doc and .docx files.
Note: The file extension must be lowercase.

When you import a document, text content from the document is used to create the knowledge article. The articles support all editing functions supported by the TinyMCE editor. All HTML supported by TinyMCE such as tables, lists, and links, as well as styling such as bold and italics, are preserved. Images from the document are added as attachments to the knowledge article and embedded in the article body.


You can import multiple files at a time. Closing the browser or navigating away cancels any in-progress uploads but does not delete articles created from completed imports.

You cannot import documents to knowledge from mobile devices.

The following 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
  • Images
  • Links
  • Bold text
  • Italic text
  • Underlined text
  • Ordered and unordered lists
  • 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.


  1. Navigate to Self-Service > Knowledge.
  2. Perform one of the following actions.
    • Click Import Articles and select one or more document files.
    • Drag one or more document files onto the knowledge homepage.
  3. Select the Knowledge base to add the new article to.
    You can select only knowledge bases you can contribute to.
  4. (Optional) Select a Category from within that 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.
  5. (Optional) Select the Publish check box to start the publishing workflow for each imported article immediately after the import finishes.
    This check box applies only when importing to v3 knowledge bases and only if the Show publish checkbox on the knowledge import pop-up property is set to Yes on the Knowledge Management properties form. You cannot automatically publish articles imported to v2 knowledge bases.

    Knowledge v2 articles go into Draft state. Knowledge v3 articles go into Review or Published state, depending on the workflow attached to the knowledge base (Approval Publish or Instant Publish).

  6. Click Import.

    A new 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 new article is set to the currently selected system language.

    After the upload completes, a popup window appears displaying the number and short description of the newly-created articles. Click an article to view the full record.

    If any errors occur during the upload, a popup window appears to display the error.