How to delete information from the knowledge base
Deleting information from the Zoho knowledge base requires accessing Zoho Desk, the separate product where articles are managed. You can unpublish an article to hide it or delete it permanently. The process takes 8 to 10 minutes. In Teeo, a text message is all you need.
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 Zoho CRM: step by step
Requirements
- ·The Knowledge Base is in Zoho Desk, not Zoho CRM. You must access desk.zoho.com to manage articles.
- ·Zoho Desk offers two options: 'Unpublish' (the article remains as a hidden draft) and 'Delete' (permanently delete). It is recommended to unpublish before deleting to avoid accidental removals.
- ·Deleted articles in Zoho Desk cannot be easily recovered. If in doubt, use 'Unpublish' as a safe alternative.
Log in to Zoho Desk
Go to desk.zoho.com and log in with your Zoho account. You need agent permissions with Knowledge Base access or administrator permissions to delete articles.
Access the Knowledge Base module
In the left sidebar, click 'Knowledge Base'. The overview will show all categories and articles in the help portal.
Locate the article to delete
Browse through the categories to find the article, or use the search bar at the top of Zoho Desk. Type keywords from the article title to find it quickly.
Open the article
Click on the article title to open it in the detail view. You'll see the complete article content and management options at the top.
Unpublish the article (recommended as a first step)
Before deleting, click 'Unpublish' or the options menu (three dots '...') and select 'Unpublish'. This converts the article to a draft and hides it from the portal without permanently deleting it. This is a recommended safety measure.
Permanently delete the article
To permanently delete the article, click the options menu (three-dot icon '...' or 'More' button) in the article view and select 'Delete'. A confirmation dialog will appear asking if you are sure you want to delete the article.
Confirm the deletion
In the confirmation dialog, click 'Delete' or 'Confirm' to complete the deletion. The article will be removed from Zoho Desk's Knowledge Base and will not be visible in the help portal. Note that this action cannot be undone.
Frequently asked questions
Can a deleted article be recovered from the Zoho Desk knowledge base?
Not directly. Zoho Desk does not have a recycle bin for deleted articles. Once you confirm deletion, the article cannot be recovered. That's why it's recommended to use 'Unpublish' instead of deleting, especially if there's any doubt about whether the article will be needed in the future.
What is the difference between 'Unpublish' and 'Delete' in Zoho Desk?
'Unpublish' converts the article to a draft: it remains saved in the system but invisible to help portal users. 'Delete' permanently removes the article from the system. Unpublish is reversible; Delete is not.
Can I delete multiple knowledge base articles at once in Zoho Desk?
Yes, Zoho Desk allows multiple article selection in the Knowledge Base list view. You can check multiple articles with the checkboxes and then use the bulk actions option to delete or unpublish all of them at the same time.