Unlink knowledge articles from linked Microsoft Word documents

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Unlink a knowledge article from a linked Microsoft Word document to edit the article directly from the Knowledge form in the ServiceNow AI Platform.

    Antes de Iniciar

    Ensure that the article was created using the Knowledge Management - Add-in for Microsoft Word.

    Role required: admin

    Por Que e Quando Desempenhar Esta Tarefa

    If a knowledge article is created using the Knowledge Management - Add-in for Microsoft Word, you can edit the article using only the linked Word document in the Word Online application. However, if you delete or move the linked Word document, the URL to the Word document and article is broken. Therefore, you will no longer be able to edit the article using the linked Word document. To continue editing such articles:
    • Manually enter the new document URL for the Word document in the Document URL field on the Knowledge form in Microsoft Word. For more information about the field, see Create a knowledge article in Microsoft Word.
    • Unlink the article from its linked Word document by following the steps in this procedure.

    Procedimento

    1. Navigate to All > Knowledge > Articles.
    2. Select an article from the Published or Unpublished category.
    3. On the Knowledge form, click the Unlink from Word related link.
      Importante:

      When you unlink an article from Microsoft Word, it may affect the HTML formatting in the editor. This formatting change can impact how knowledge articles appear and function during editing and display.