To add the video in Knowledge Article, we can use the following 2 methods in Article Body Field:

1.Insert/Modify Link:

In the Article Body field there is an “Insert/Modify Link” option to attach a link to a video or any other URL which you want to add as a part of KA.

Clicking on “Insert/Modify Link” option a dialog box will open where you can add the URL and Text.

2.Insert/Modify Video:

Another way of adding the Video to the KA is by “Insert/Modify Video” option. There are 3 different types to add a video in article:

  • Video Library
  • URL
  • Attachment

i. Type: Video Library

  • List of videos stored in the db_video table can be reused.
  • Supported file types: .webm, .mov, .mp4

Steps to add video:

  • Select Type as Video Library, you can either select the existing video or you can add the new video by clicking on the New button.
  • Select the video you want to upload, and click on the upload button. This will upload the video in the “db_video” table which will be available and can be uploaded in the future Knowledge Articles.

ii. Type: Attachment

  • We can upload any video from our computer into the article.
  • Videos available in the current record only

Steps to add video:

  • Select Type as Attachment, you can choose the video you want to add as an attachment in the Knowledge Article by clicking on the Attach Button.
  • Once the video is attached click on OK. This will close the dialog box and the video will be added as an Attachment to the Knowledge Article.

Known Issue

  1. In Insert/Modify Video – Type as URL: Adding the video from the URL, will give the black screen for video.
  2. Insert/Modify Video – Type as Video Library or Attachment: Currently, .avi files are not supported to be added in the Knowledge Article

Emergys Blog

Recent Articles

  • Service Desk Automation

    Top Candidates for Service Desk Automation

    Top Candidates for Service Desk Automation

    Automation is not new to anyone. It is the foundation [...]

    Automation is not new to anyone. It is the foundation for any enterprise digitization. However, companies [...]

  • Maximizing Customer Engagement with Salesforce

    Maximizing Customer Engagement with Salesforce

    Maximizing Customer Engagement with Salesforce

    Forget about closing deals – in today's business world, customer [...]

    Forget about closing deals – in today's business world, customer engagement is all about building bridges, [...]

  • Bridging the Gap Between Humans and Machines with Generative AI

    Bridging the Gap Between Humans and Machines with Generative AI

    Bridging the Gap Between Humans and Machines with Generative AI

    Nowadays, customers expect quick and thorough help whenever they reach [...]

    Nowadays, customers expect quick and thorough help whenever they reach out, whether it’s to order something, [...]