Plan requirement
| Subscription | Any plan |
| Access | Agent |
Deleting removes the article and breaks every link to it. Archiving is nearly always the better answer.
What deleting does
The article is gone, along with its revisions and its votes. Every link pointing at it, from your macros, your emails, other articles and search results, now leads nowhere.
Archive instead
Archiving takes an article out of the knowledge base while keeping it. It can be restored, and you can still see what it said.
That covers what people actually want: the article should not be found any more, and the knowledge should not be lost.
When deleting is right
- A duplicate created by mistake.
- A test article.
- Something that should never have been published, where keeping it is the risk.
All three are cases where nothing links to it and nothing is lost.
Redirect what had traffic
An article people arrived at from search leaves those people with nothing. Where it had traffic, point the old address at whatever replaced it rather than letting it die.
Check what links to it first. Macros are the ones people forget: an agent sends a link every day, and it stops working without anyone telling you.
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