How to delete information from the knowledge base
Deleting information from Salesforce Knowledge is not a direct process: published articles must be archived first before they can be permanently deleted. This two-stage flow requires Service Cloud and takes about 15 minutes. In Teeo, you tell the assistant what information to delete and it disappears from the knowledge base instantly.
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 Salesforce: step by step
Requirements
- ·Published articles in Salesforce Knowledge cannot be deleted directly. They must first be archived, and only then can they be permanently deleted.
- ·When an article is archived, it is no longer visible to agents and customers, but it still occupies space in the database until it is deleted.
- ·If the article is linked to active support cases, deletion will not affect existing cases, but agents will no longer be able to access the article from those cases.
Log in to Salesforce
Go to login.salesforce.com and enter your credentials. You need an active Service Cloud license to access Salesforce Knowledge.
Open the App Launcher and navigate to Knowledge
Click the grid icon (App Launcher) in the upper left corner. In the search box, type 'Knowledge' and select the application from the results.
Find the article you want to delete
In the main Knowledge Articles view, use the search bar or filters to locate the article. Filter by 'Published' status to see active articles.
Open the article
Click the article title to open its detail view. You will see the current content and the available management options at the top.
Archive the article
Click the dropdown menu next to the main action button (sometimes shown as a button with an arrow) and select 'Archive'. A confirmation dialog will appear warning that the article will no longer be available to users.
Confirm the archival
In the confirmation dialog, click 'Archive' or 'OK' to confirm. The article will move to 'Archived' status and will no longer be visible in the knowledge base for agents and customers.
Delete the archived article
With the article in 'Archived' status, click the 'Delete' button that will now be available. Confirm the permanent deletion in the final dialog. The article will be permanently deleted from Salesforce Knowledge.
Frequently asked questions
Can you delete a published article directly in Salesforce Knowledge?
No. Salesforce Knowledge does not allow deleting published articles directly. You must first archive the article (changing it to 'Archived' status) and only then does the option to permanently delete it appear.
How many steps does it take to delete information from the Salesforce knowledge base?
There are 7 steps: log in, navigate to Knowledge, find the article, open it, archive it, confirm the archival, and finally delete it. The process takes approximately 15 minutes.
What happens to linked cases when an article is deleted from Salesforce Knowledge?
Existing support cases that were linked to the article are not affected in their history, but agents will no longer be able to access the deleted article from those cases. It is recommended to review linked cases before deleting an important article.