How to delete information from the knowledge base
Deleting an article from the Dynamics 365 knowledge base first requires retiring the article from its published state (marking it as Obsolete or deactivating it), then permanently deleting it if needed. Published articles cannot be deleted directly without going through this process. In Teeo, you tell the assistant what to delete and the information is removed immediately.
How to do it in Teeo
“Delete from the knowledge base the information about [topic]”
The information is deleted from the knowledge base instantly.
How to delete information from the knowledge base in Microsoft Dynamics 365: step by step
Requirements
- ·In Dynamics 365 it is not possible to directly delete a published Knowledge Article. It must first be changed to 'Obsolete' status or deactivated, and then it can be permanently deleted.
- ·Only system administrators have permissions to delete (permanently remove) Knowledge Articles. Knowledge agents can only retire them or mark them as obsolete.
- ·Deleting an article also deletes all its historical versions. This action cannot be easily undone, so it is recommended to simply mark it as Obsolete if there is any chance it might be needed in the future.
Access the Customer Service Hub
Log in to home.dynamics.com and open the 'Customer Service Hub' app. Make sure you have system administrator permissions to permanently delete articles.
Go to Knowledge Articles
In the left sidebar, click 'Knowledge Articles' in the 'Knowledge' section. You'll see the list of articles with their current status.
Find the article you want to delete
Use the search bar or switch the view to 'Published Articles' to filter active articles. Type the title or keywords of the article you want to delete.
Open the published article
Click the article name to open it. You'll see the full article details with its current status displayed at the top.
Retire the article (mark as Obsolete)
In the top command bar, click the 'Retire' button or find the option in the '...' dropdown menu. This will change the article status from 'Published' to 'Obsolete'. The article will no longer be visible to agents in knowledge base searches.
Confirm the article retirement
A dialog box will appear asking for confirmation. Click 'Retire' or 'Confirm' to proceed. The article will immediately move to 'Obsolete' status.
Permanently delete the article (if necessary)
If you want to completely remove the article (not just retire it), with the article in 'Obsolete' status, click 'Delete' in the command bar. This option is only available to system administrators. If you only see 'Retire' and not 'Delete', you don't have sufficient permissions.
Confirm the permanent deletion
A confirmation dialog will appear warning that deletion is irreversible. Click 'Delete' to confirm. The article and all its historical versions will be permanently removed from the system.
Frequently asked questions
Can I directly delete a published Knowledge Article in Dynamics 365?
No. In Dynamics 365, published articles cannot be deleted directly. You must first retire them using the 'Retire' button to change their status to 'Obsolete'. Only then can you permanently delete them, and only if you have a system administrator role.
What is the difference between retiring and deleting an article in Dynamics 365?
Retiring an article (Retire) changes it to 'Obsolete' status: it no longer appears in searches but remains in the system with its history. Deleting (Delete) permanently removes it along with all its versions. Retiring is recommended over deleting when there is any chance the content might be needed in the future.
Who can delete Knowledge Articles in Dynamics 365?
Only users with the System Administrator role have permissions to permanently delete Knowledge Articles. Users with Knowledge Manager roles can retire articles but cannot permanently delete them.