Add a file

You can upload files to any folder or subfolder in your Drive using drag and drop or the More option. Files uploaded to the Drive are available for use across articles, homepage customization, and content reuse elements throughout your knowledge base.

Why manage files in Drive?

Drive is the single source of truth for all assets in your knowledge base. Uploading files through Drive — rather than directly into the article editor — gives you greater control over where assets are stored, how they are organized, and how they are reused across your content.

Uploading through Drive rather than inline in the editor lets you:

• Store assets in a predictable, organized folder structure that mirrors your category hierarchy.

• Add tags and alt text at upload time, making files immediately searchable and accessible.

• Reuse the same file across multiple articles without duplicating it, keeping your Drive lean.

• Maintain a central location where contributors can find, audit, and update shared assets.

Choosing the right upload method

Add a file using drag and drop

To upload files using drag and drop,

1. Click the Drive icon in the left navigation bar and open the destination folder.

2. Drag one or more files from your device and drop them into the designated area in the center of the folder view. Alternatively, click Upload from my device and select your files using the file explorer.

3. In the upload panel, confirm or change the Folder location where the files will be stored. The folder currently selected in the Folder manager is set as the default location.

4. Add tags in the Tags field by selecting existing tags or creating new ones.

5. Add alt text in the Alt text field. If uploading a single image, enter specific alt text. If uploading multiple images, enter a Common alt text that applies to all selected images.

6. Click Upload.

Add a file using the More option

To upload files to a specific subfolder from the left navigation pane,

1. Click the Drive icon in the left navigation bar.

2. Click the More icon next to the target folder and select Add file.

3. Upload your files in one of two ways: click Upload from my device and select files using the file explorer, or drag and drop the files into the upload area.

4. Add tags and common alt text if required.

5. Click Upload.

NOTE
When an image with the same name as an existing file is uploaded, Drive automatically renames the new file to prevent overwriting — for example, logo.png becomes logo(1).png. The original file remains unchanged. If you intend to replace an existing file with a newer version, refer to File actions in Drive.

Tags and alt text

Adding tags and alt text at upload time is strongly recommended. Both fields are optional but have a meaningful impact on how discoverable and accessible your files are across the knowledge base.

NOTE
Alt text should be descriptive and concise, providing meaningful context about the image. For example, use "Bar chart showing Q3 revenue by region" rather than "chart" or "image". Good alt text improves both accessibility compliance and searchability within Drive.

File limits and restrictions

The following limits apply to all file uploads in Drive:

NOTE
File names must not contain the characters +, %, #, or =. Files with these characters in their name will fail to upload. Rename the file before uploading if it contains any of these characters.

Restrict allowed file types

By default, Document360 allows all media formats to be uploaded to the Drive. You can restrict uploads to specific file types to enforce asset standards across your team — for example, allowing only .png and .svg files.

To add file type restrictions,

1. Navigate to Settings in the left navigation bar.

2. Go to Knowledge base portal > General > Drive settings.

3. Scroll down to Drive settings. By default, Allow all media types is selected.

4. Click Choose allowed media formats, then click Add.

5. Enter the Media type in the format media-type/extension — for example, image/png.

6. Enter the Extension in lowercase — for example, .png. This field is case-sensitive.

7. Click + to add the format to the allowed list.

8. Click Save.

NOTE
The Extension field is case-sensitive. Always enter extensions in lowercase (for example, .png, .svg, .jpg). An incorrectly cased extension may prevent valid files from uploading.

Best practices

• Add tags at upload time, not later. It is faster to tag files during the upload flow than to go back and tag them individually afterward. Consistent tagging from the start keeps Drive searchable as it grows.

• Always add alt text to images. Alt text supports accessibility compliance and helps visually impaired users understand your content. It also makes images easier to find within Drive. Keep alt text under 140 characters and make it descriptive — describe what the image shows, not just what it is.

• Set up file type restrictions for consistency. If your knowledge base has a defined asset standard (for example, screenshots must be .png and diagrams must be .svg), enforce it with file type restrictions rather than relying on contributors to remember the convention.

• Monitor your default folder's file count. The 5,000-file limit per root folder includes all files in subfolders. If your default folder is a root folder receiving high upload volume, check its count periodically and redistribute files or change the default folder before the limit is reached. Refer to Set a default folder for instructions.

• Use Replace, not re-upload, to update existing files. If you need to update an image already used in articles, use the Replace function in Drive rather than uploading a new file. Replace preserves the original URL, keeping all article references intact. Refer to File actions in Drive for instructions.