---
sourceDocument: Australia ServiceNow AI Platform Capabilities
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/servicenow-platform

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Import a Word document to a knowledge base using Knowledge Management v3

# Import a Word document to a knowledge base using Knowledge Management v3 {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 Minuten Lesedauer

Import a Microsoft Word document using Knowledge Management v3 homepage to create a
knowledge article.

## Vorbereitungen

You must have contribute access for at least one active knowledge base.  
Hinweis:  
Starting with the Washington DC release, the Knowledge Management v3 homepage (com.snc.knowledge3) is being prepared for deprecation in the future Y release. It is replaced by the Knowledge Management
Service Portal (com.snc.knowledge_serviceportal), which is active by default for customers on Madrid and later releases. For more information about the new experience, see [Knowledge Management Service Portal homepage features](https://servicenow-prod.fluidtopics.net/643l~2QjRr_EJbS1ukyalQ "The Knowledge Management Service Portal homepage displays knowledge articles organized by knowledge base and category, as well as featured content and popular articles. Learn how to navigate the homepage to search for and find useful and relevant information quickly.").

The Import Articles button does not appear in the following conditions:

* The Import Articles module is available in the application navigator.  
  Hinweis:  
  Beginning with Madrid, the Import a Word document feature is enabled by default and the Import Articles module is displayed in the application navigator. The Import a Word document feature isn't enabled automatically for the existing customers who can continue using the Import Articles option on the Knowledge Management v3 page. For more information, see [Import a Word document to a knowledge base](https://servicenow-prod.fluidtopics.net/Yi7k3TKepH476B6elM6btg "Import a Word document to create a knowledge article.").
* You cannot contribute to any knowledge base.

{#t_ImportADocument__ul_orm_mkn_23b}  
Hinweis:  
An administrator can control the visibility 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.

Role required: None

## Warum und wann dieser Vorgang ausgeführt wird

You can import Microsoft Word documents in the .doc and .docx file formats.  
Hinweis:  
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](https://www.servicenow.com/docs/access?context=r_EditingFunctions&version=australia&pubname=australia-platform-administration&ft:locale=en-US). 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.  
Hinweis:  
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  
  Hinweis:  
  Only default heading settings are supported. For any headings and subheadings with numbers, the numbers are not imported.
* Images  
  Hinweis:  
  Images may not be aligned exactly as in the Word document you import.
* Links  
  Hinweis:  
  Links are preserved for documents with .docx format only.
* Bold text
* Italic text
* Underlined text
* Ordered and unordered lists  
  Hinweis:  
  After import, the bullets in an unordered list are replaced with dots.
* Tables  
  Hinweis:  
  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.
{#t_ImportADocument__ul_ekg_wwj_rx}

## Prozedur

1. Navigate to AllSelf-ServiceKnowledge.
2. Select one or more document files and drag 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. **Wahlweise:** Select a Category from within that knowledge base.  
   Hinweis:  
   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. **Wahlweise:** 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).{#t_ImportADocument__p_f1c_c3r_vw}
6. Select 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.
{#t_ImportADocument__steps_czm_d3h_3s}
**Zugehörige Tasks**   

* [Import a Word document to a knowledge base](https://servicenow-prod.fluidtopics.net/Yi7k3TKepH476B6elM6btg "Import a Word document to create a knowledge article.")