Who can use this feature?
- Available in the Client Portal Knowledge Base
- License Requirement: Client or higher
- Application Access: User must have access to the specific Client Portal application containing the Knowledge Base
- Application Security Role: User's security role in the Client Portal must include:
- Always Edit Articles (typically required to change article status to archived)
- Edit Archived Articles (allows editing/modifying articles in archived status)
- May also need Review Articles if your workflow requires approval to archive
- Delete Articles (this is the specific permission for permanent article deletion)
- Global Security Role: None required beyond basic Client Portal access (determined by license type)
When Knowledge Base articles are outdated or no longer relevant, you can either remove them from public view or delete them permanently.
In this article, we'll cover:
To archive an article, your application-level security role must have the Knowledge Base permissions Always Edit Articles and Review Articles.
Rather than deleting, it's best to archive articles in case you need to refer back to them.
To archive an article:
- In the Client Portal, open the Knowledge Base and navigate to the desired article.
- Click Edit Article, then click the Settings tab.
- In the Status dropdown, select Archived.
- To prevent broken links, select a Replacement Article to redirect to.
- Click Save.
Archived articles can be accessed from Archived Articles in the Knowledge Base subnav.
To delete an article, your application-level security role must have the Knowledge Base permissions Always Edit Articles and Delete Articles.
Deleting articles is permanent. Once an an article has been deleted, it can't be restored.
To delete a published article:
- In the Client Portal, open the Knowledge Base and navigate to the desired article.
- Click Edit Article.
- On the Edit page, click the Delete Article button in the top-right corner.
- You will be prompted with a confirmation box.
- Once you confirm, the article will be permanently deleted. Note that this action cannot be undone.