Salesforce Knowledge Article Versions

When an article is attached to a case and a new version of the article is published, the version attached to the case is flagged as being outdated. For example, if Version 2 is attached to a case and a third version is published, the article attached to the case becomes Version 2 (outdated). This notation ensures that there’s a permanent record of which content was associated with the case.

When you click the version number in the Article View, and the Article or Translation Detail pages, you see the Version History list. In this list you can:

• View the list of archived versions.
• To view a version, click its title.
• Expand the version to view its field change history (if you have history tracking enabled for the article type and for fields).

By default, the system stores up to ten versions of an article, plus any versions that are attached to cases.

When several versions of an article exist, you can restore an older version and republish it. In Salesforce Classic, you can click Revert to Draft Version to copy the archived version’s content into a draft article, then republish it as a new version. You can also restore the older version of any associated translations at the same time.

Note When there’s an existing draft for the article, the option to revert isn’t available.

In Salesforce Classic, you can delete an older, outdated version of a published article by selecting Delete This Version from the article detail page. If you delete an article version related to a case, it’s no longer be attached to the case. Translated article versions depend on the primary language article. If the primary language version is deleted, the translated versions are also deleted. In Lightning Experience, you can delete archived and draft versions only.

Versions also appear in custom reports, allowing you to find and read the article version attached to a case.