Format a knowledge base V2 question and answer article
To format the content in a knowledge base article, perform the following steps.
- Click Admin.
- Under Knowledge, click Articles.
- Create a new knowledge base or open an existing one.
- Open an existing question and answer article or create a new one.
- After you add text, select from the formatting options in the toolbar:
- Bold
- Italic
- Underscore
- To create bulleted lists, select the text for which you want to add bullet points and click Bullet Points .
- To create numbered lists, select the text for which you want to add numbering and click Numbered Points .
Upload an image
To upload an image to include with the answer, follow these steps.
Note: Genesys Cloud supports the following image formats: .jpg, .jpeg, .png, and .gif.
- Click Image and do one of the following.
- To select an existing image, follow these steps:
- Search for the image that you want to use.
- Click to select the image.
- Click Insert image.
- To select a locally saved image, follow these steps:
- Click Browse for image.
- Drag and drop the image into the dialog box or click to search for the image that you save locally.
- Click Upload.
- To select an image from a hyperlink URL, perform these steps:
- Click the down arrow next to Browse for image.
- Click Insert image from URL.
- Enter the URL that contains the image to add.
- Click Insert image.
- To select an existing image, follow these steps:
- After you upload and insert an image, to link the image to a hyperlink URL, perform these steps:
- Double-click the inserted image.
- Click Create Hyperlink . The Create Hyperlink dialog box opens.
- In the Text to Display / Image URL box, perform one of these steps:
- To display wording other than the URL string, enter the text to display to the customer.
- To link the image, add the image URL.
- Under Link Type, select URL or E-mail.
- Under Target, leave the default setting unchanged.
- For URL, the default is New tab.
- For email, the default is Open e-mail provider.
- Under URL, perform one of the following steps.Note: Currently, the only supported transfer protocol is
https
.- For URL, add the fully qualified URL string.
- For email, type the complete email address.
- Click Create.
Embed a video
To embed a video to include with the answer, follow these steps.
- Click Video
- Enter the video URL that you want to embed into the answer.
- Click Save.
Add an image or email address as a hyperlink
To add an image or email address as a hyperlink to include with the answer, follow these steps.
- Click Create Hyperlink . The Create Hyperlink dialog box opens.
- In the Text to Display / Image URL box, perform one of these steps:
- To display wording other than the URL string, enter the text to display to the customer.
- To link the image, add the image URL.
- Under Link Type, select URL or E-mail.
- Under Target, leave the default setting unchanged.
- For URL, the default is New tab.
- For email, the default is Open e-mail provider.
- Under URL, perform one of the following steps.Note: Currently, the only supported transfer protocol is
https
.- For URL, add the fully qualified URL string.
- For email, type the complete email address.
- Click Create.
Save the knowledge base article
To save the knowledge base article, perform one of the following steps.
- To save the article and continue working, click Save.
- To save the article and close the knowledge base, click Save & Close.