Editing Articles and Drafts

The Knowledge Base allows you to create a draft version of any article, which can be revised and reviewed while the old version remains available. Drafts can be saved as many times as needed, allowing you to make changes over time.

In this article, we'll cover:

Details About Drafts and Revisions

Drafts: The Knowledge Base maintains both a current published version of an article and allows for one draft version that exists alongside it. This draft can be worked on and saved to return to later. Once “Update Article” is clicked, the draft is closed and a new revision is created.

Revisions: Each time you finish an article draft (by clicking “Update Article”), the Knowledge Base creates a separate, historic version called a revision. Opening a revision allows you to see what was revised, who made the changes, compare two revisions, and restore a previous revision if necessary.

Example Draft to Revision Flow

  • On a brand new article, there is only a Save button. This creates Revision 1. 
    • When you save, you are taken to the review page. If you are finished, you can click the Submit button on the right side.
  • If you need to make further edits, click Edit Article.
  • To continue working on the draft and save as needed, click Save as Draft.
  • Once you've finished your draft and are ready to create a revision, click Update Article.
  • This closes the Draft and creates Revision 2.
  • Submit the article.

Editing an Existing Article (Creating a Draft)

Once a draft is created, it is available in the Revisions list for the article. 

To edit an existing article and create a draft:

  1. In the Client Portal, open the Knowledge Base, and navigate to the desired article.
  2. Click the Edit Article button.
  3. On the Content tab, make your changes to the article Body in the rich text editor.
  4. Add a summary of your changes in the Draft Summary field.
  5. Click Save Draft or Update Article.

Editing an Existing Draft

To edit an existing draft:

  1. In the Client Portal, open the Knowledge Base, and navigate to the desired article.
  2. Open the article editor in one of two ways:
    • Click the Edit Article button. Review the blue alert box above the article editor to ensure you are editing the draft.
    • Or, click Edit Article, navigate to the Revisions tab, and click Draft to open the draft editor. In the draft details page, click Edit This Revision.
  3. Make your changes to the article content on the Content tab.
  4. Add a summary of your changes in the Draft Summary field.
  5. Click the Save Draft button to save the draft, or Update Article to create a new revision. If the article was already approved, it will publish immediately.

Deleting a Draft

To delete a draft:

  1. In the Client Portal, open the Knowledge Base, and navigate to the desired article.
  2. Open the draft details in one of two ways:
    • In the Details panel on the right, click on the Draft Status to open the draft details.
    • Or, click Edit Article, navigate to the Revisions tab, and click Draft to open the draft details.
  3. In the draft details page, click Delete This Revision.
  4. Click OK to confirm deleting the revision.
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Related Articles (2)

Comparing and Restoring Article Revisions
This introduction article will help content editors and authors learn the basics about managing article content in the Knowledge Base.
Creating and Submitting Articles
This article guides you through the processes of creating new Knowledge Base articles, editing existing content, linking related materials, and utilizing the platform's rich content editor features.