Add an Image or Video to a Knowledge Base Article

This article applies to recent versions of SmarterTrack. View articles for SmarterTrack 12.x and earlier.
Adding images and videos to knowledge base articles can be a great way to further educate your customers and possibly cut down on support emails, phone calls and live chats. Videos, especially, can be very beneficial when demonstrating how something should be done. There are a few methods available for adding media content to a knowledge base article:
 
Embed an Image from your Computer
Place your cursor where you would like the image to appear. Then use the Add an Image button  to browse to a file on your computer. Alternatively, you can click on an image in File Explorer / Finder then drag and drop it into the compose window where you would like it to appear. Images in your clipboard can also be pasted into the compose window. 
 
To easily modify the image properties, click on the Source button twice. Once you've toggled the Source view, you can click on the bottom right corner of the image to drag and resize the image. You can also double-click on the image to open the Image Properties window and adjust the alternative text, height/width and alignment. 
 
Embed an Image that's Hosted Externally
Place your cursor where you would like the image to appear. Then click on the Image button  and paste the image's URL. (If you're viewing the image at the external site, right-click and choose Copy Image Address to get the URL you need.) Once the image has been embedded, you can click on the bottom right corner of the image to drag and resize the image. You can also double-click on the image to open the Image Properties window and adjust the alternative text, height/width and alignment. 
 
Embed a Video that's Hosted Externally
Place your cursor where you would like the video to appear. Then click on the Embed Media Content from Various Sites button  and paste the video's URL. Once the video has been embedded, you can double-click on the video to open the Embed Media Content properties windows and adjusting the sizing. 
 
Add a Link to an Image or Video from your Computer
The Add a File button can be used to insert a hyperlink that will allow portal visitors to view an image or download a video. Place your cursor where you would like the hyperlink to appear. Then use the Add a File button  to browse to an image or video on your computer. The hyperlinked filename will be placed in front of your cursor. If you're linking to an image, you'll need to adjust the link properties to ensure the image opens in a new browser tab, not in place of the KB article. To do this, click on the hyperlinked filename. Then click on the Link button. On the Target tab, choose "New Window (_blank)". When a portal visitor clicks on an image's filename, the image will open in a new browser tab. The visitor can right-click on the image to save it to their desktop or copy it to their clipboard. When a visitor clicks on a video's filename, the video will be downloaded.
 
 

Learn more about SmarterTrack’s live chat, self service portal and knowledge base software.

Add Feedback