In this post I wrote about how-to import knowledge into Service Manager 2010. This week I did some tests about importing knowledge including data from a word file (docx) and a rich text format file (rtf). In my previous post about importing knowledge I wrote how you could use files and how they are mapped to the knowledge article text fields. If I use a Word file (docx) the result is “raw data”, not how we see the same file in Word.
If I instead use a Rich Text form file it looks really nice in the Service Manager console.
Summary: Try to use rich text format files instead of normal Word files when importing knowledge into Service Manager.