How to edit information in the knowledge base
Editing a published article in the Dynamics 365 knowledge base is not as simple as opening and modifying it. The system creates a new version of the article, which must go through review and approval before replacing the previous one. The process can take 15 to 20 minutes. In Teeo, you tell the assistant what to change and the information is updated immediately.
How to do it in Teeo
“Edit in the knowledge base: the entry about [topic] should now say [new information]”
The entry is updated in the knowledge base immediately.
How to edit information in the knowledge base in Microsoft Dynamics 365: step by step
Requirements
- ·In Dynamics 365, editing a published article automatically creates a new version. The previous version remains active until the new one is approved and published.
- ·If the approval workflow is enabled, the edited version must be reviewed and approved by a reviewer before publishing. This can cause delays if the reviewer is unavailable.
- ·Only users with knowledge agent, administrator, or custom roles with write permissions can edit Knowledge Articles.
Access the Customer Service Hub
Log in to home.dynamics.com and open the 'Customer Service Hub' app. Make sure you have the necessary permissions to edit Knowledge Articles (knowledge agent or administrator role).
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 (Draft, In Review, Published, etc.).
Find the article you want to edit
Use the search bar at the top of the list or apply filters by status or category to find the article. You can also use the 'Published Articles' view to see only active articles.
Open the article
Click the article name to open it. You'll see the current content along with its version history and metadata in the side panels.
Create a new version of the article
In the top command bar, click 'Create Major Version' or 'Create Minor Version'. A minor version is for small corrections; a major version is for significant content changes. This will create an editable copy of the article.
Make changes to the content
In the new version of the article (Draft status), edit the 'Content' field with the rich text editor. Also modify the title, description, or keywords if needed. All changes are saved in this new version without affecting the published version.
Save the changes
Click 'Save' in the command bar to save the new version as a draft. At this point, the previous version is still the published and active one.
Send the new version for review
Click 'Send for Approval' to send the new version through the approval workflow. If you are an administrator or have direct publishing permissions, you can skip this step and click 'Approve' and then 'Publish' directly.
Publish the new version
Once approved, click 'Publish' for the new version to replace the previous one. The old version will automatically be set to 'Obsolete' status. The new version with updated changes will be immediately available to agents.
Frequently asked questions
Can I directly edit a published Knowledge Article in Dynamics 365?
No. In Dynamics 365, published articles cannot be edited directly. When you attempt to edit a published article, the system automatically creates a new version in Draft status. The previous version remains active until the new one is approved and published.
What is the difference between a major version and a minor version in Dynamics 365?
A minor version (e.g., 1.0 → 1.1) is used for minor corrections like typos or secondary data updates. A major version (e.g., 1.0 → 2.0) is used for substantial changes to the content or structure of the article. Both go through the same approval workflow.
What happens to the previous version when I publish a new version of an article?
When you publish a new version of a Knowledge Article in Dynamics 365, the previous version automatically changes to 'Obsolete' status. Agents will no longer be able to see the obsolete version; only the new published version will be active in the knowledge base.