You have the ability to share an article in multiple categories and across knowledge bases. The content (body) of the article as well as all versions will stay in sync across all shared articles. Each article can choose to have its own title, restrictions, and callouts. You can update any of the articles to update the content of them all.
To share an existing article in another category or knowledge base, navigate to the location where you wish to add the article and click the Add Article button. Select the Link content to existing article option and indicate the Knowledge Base where the article you wish to copy to exists. This could be the same Knowledge Base or a different one!
Next, in the Search for existing article field start by typing the article's name. This is an exact match search! Once the article you wish to copy comes up, select it.
This will populate the Article Title field at the top for the linked article you are creating. You can change this if you wish.
Finally, click Add and Edit.
This will take you to your new, linked article! Your article will have all the content of the article you linked too. It will be in Draft mode and will have a banner reminding you that this content is linked to an article in another location. Use the links in this banner to quickly navigate to the linked article or the knowledge base where this is located.
Make changes as necessary. Remember, any content changes will be also be made in your linked article!
What content will be shared between linked articles?
Only the content in the body of the article will be shared. If you wish to make other changes to the linked article, for example, title, permalink, article callouts, restrictions, etc., you can do so and they will be applied only to that article.
How will hyperlinks to other articles be addressed?
We know it's fairly common to link to other articles within a given knowledge base. If you're linking articles across knowledge bases you might wonder how hyperlinks to other articles will be handled.
If the parent article contains a hyperlink to an article that is also linked across the two knowledge bases, the hyperlink in the child article will hyperlink to the respective article in the same knowledge base.
If the parent article contains a hyperlink to an article that does not have an analogous article in the same knowledge base, the hyperlink will link back to the article in the parent article's knowledge base.
That's a lot of words. Let's try to visualize this. Say we have an article called ABC, which is linked across 2 knowledge bases, KB123 and KB789. In the body of ABC, there is an article link that points to an article called XYZ.
XYZ, as it happens, is a linked article also and exists in both of the knowledge bases, KB123 and KB789. Because the article being linked to exists in both places, when a reader is in KB123 and clicks on the link to XYZ, they will be taken to the XYZ article that exists in KB123. If the reader is in KB789 and clicks on the link to XYZ, they will get taken to the KB789 XYZ article.
Sounds super confusing but the bottom line is that you won't need to worry about where you are at when linking to other articles. KnowledgeOwl will figure that stuff out for you! Pretty cool, huh?
If, however the article being linked to does not exist in the current knowledge base as a linked article or otherwise, KnowledgeOwl will link back to the original knowledge base that is being linked to.