Article Files & Attachments
Knowledge base articles can include file attachments alongside their text content. This lets you distribute templates, policy documents, training materials, and other reference files directly from the article where they are explained.
Who can use it: Users with permission to create or edit knowledge base articles can attach files. All users who can view the article can download its attachments.
Prerequisites
- A knowledge base article must exist before you can attach files to it. See Creating Articles.
- The Knowledge Base module must be enabled for your company. An admin can toggle it in Settings.
How to Access
Navigate to Workspace > Knowledge Base (/account/knowledgebase) and open the article you want to add files to.
Attaching Files to an Article
During Article Creation
- Fill in the article fields (Heading, Category, Audience).
- In the file attachment area of the form, select one or more files from your device.
- Complete the remaining article fields and save the article.
You can attach multiple files to a single article.
To an Existing Article
- Open the article in the Knowledge Base.
- Enter edit mode.
- Use the file attachment area to upload new files.
- Save the article to apply the changes.
New attachments become available to readers after saving.
Supported File Types
The Knowledge Base accepts common business file formats including presentations (PPTX, PPT), documents, spreadsheets, and images.
PowerPoint (.pptx / .ppt) uploads are supported in the Knowledge Base and other upload areas across PMSuite.
If your file type is not accepted, compress it into a ZIP archive before uploading.
Removing an Attachment
- Open the article in edit mode.
- Locate the file in the attachments area.
- Remove the file and save the article.
Removed files are permanently deleted from the article. Download a copy before removing if you may need the file again.
Replacing a File
There is no automatic versioning for attachments. To update a file (for example, a revised policy template):
- Remove the old version.
- Upload the new version.
- Save the article.
Workaround for version tracking: Include a version number in the file name (e.g., "Leave-Policy-v3.pdf") so readers can confirm they have the latest version.
Effect on Other Features
- Audience visibility: Attachments follow the article's Audience setting (Client or Employee). If an article is set to Employee-only, its attachments are also visible only to employees.
- Search: The Knowledge Base is full-text searchable, but search covers article text -- file contents inside attachments are not indexed.
- Module toggle: If the Knowledge Base module is disabled in Settings, all articles and their attachments become inaccessible until re-enabled.
Limitations
| Limitation | Workaround |
|---|---|
| No automatic file versioning | Include version numbers in file names |
| Attachment search limited to article text, not file contents | Add a summary of attached file contents in the article body |
| File type restrictions apply | Compress unsupported file types into a ZIP archive |
Troubleshooting
File Upload Fails
Problem: An error appears when uploading a file.
Solution: Verify the file type is supported. Check whether the file exceeds your account's upload size limit. Try a different browser if the issue persists.
Readers Cannot See Attachments
Problem: A user reports that an article has no attachments visible.
Solution: Confirm the article's Audience setting includes the user's role (Client or Employee). Verify that files were uploaded and the article was saved after attaching them.