Deleting or Archiving a Knowledge Article

Overview

This article explains how to delete or archive a knowledge article.

  • Archiving is highly recommended instead of deleting, since archived articles remain available for reference if needed in the future.
  • Only users with the Approver role (with the Delete KB Articles permission) can delete articles.
  • If you are the creator of an article and it has not yet been submitted for review, you may delete your own draft.

How-To

Deleting or archiving a knowledge base article.

Instructions

To Archive an Article (recommended):

  1. In the Client Portal, open the knowledge base and navigate to the desired article.
  2. Click Edit Article.
  3. Go to the Settings tab.
  4. Change the article’s status to Archived.
  5. Add "(Archived)" to the beginning of the title.
  6. Save your changes.

To Delete an Article (Approver role only):

  1. In the Client Portal, open the knowledge base and navigate to the desired article.
  2. Click Edit Article.
  3. On the Edit page, click Delete Article.
  4. Confirm the deletion in the prompt. This action cannot be undone.

Outcome

  • If archived: The article is removed from public view but retained in the system for reference.
  • If deleted: The article is permanently removed and cannot be recovered.

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