Prevent duplicate workflows with knowledge article operations

Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only

If you use workflow processes to perform knowledge article operations, such as creating or updating a knowledge article, the update operation is further classified into suboperations, such as:

• Update a knowledge article version.
• Manage a knowledge article version.
• Translate a knowledge article.

For the create and update operations, be aware of the following when using the workflow process:

Whenever you create a new knowledge article manually, the system creates two articles: a root article and a base article. This means if you use a workflow process that is triggered on a create operation, the workflow is triggered twice—once each for the creation of the base article and the root article.

When you use a workflow process to perform the following update operations, the workflow is triggered twice—once each for the base article and the root article:

• Create major version
• Create minor version
• Translate

Note

Other update operations, such as updating a field or approve or publish, do not trigger the second workflow.

To avoid triggering the workflow twice, in the workflow itself, set the trigger condition for the knowledge article as follows:

• For a create operation, set the root article to Yes.
• For an update operation, set the root article to No.

Set the trigger condition

1. In your application, select Settings > Advanced Settings. Advanced Settings opens in a new browser tab.

2. In the navigation bar, select Settings > Processes.

3. Select the knowledge article flow you created. The workflow process opens in a new browser window.

4. In the General tab, select the Add Step dropdown list, and then select Check Condition. A new step will be added.

   

5. In the step, select <condition> (click to configure). The Specify condition page opens in a new browser window.

   

6. From the entity dropdown list, select Knowledge Article.

7. From the field dropdown list, select Root Article.

8. From the condition dropdown list, select Equals.

9. From the value dropdown list, select a value:

   • Yes for the create operation.
   • No for the update operation.

   

10. Select Save and Close to save the condition and close the window.

11. In the workflow process window, select Save and Close to save the condition and close the window.

Now, when you perform a create or update operation, the workflow process will trigger only once.