We have added docx files to some of our Knowledge Articles but we do not see the content when we open an Incident with a subject that is part of the content of the attached document.
1. .docx documents are by default stored in a binary format.
This means that there is no direct text to match unless you make the document "searchable".
2. The content of a .docx can be made searchable by using features within the Word editor that allow
you to Index the document for searchable content.
3. Refer to Microsoft documentation for the instructions to accomplish this.
4. Alternatively you can convert the .docx document to a .doc or PDF (OCR) type to make searchable.