Knowledge Article Translation

[Andrea Hogness]

This question is not around technical functionality, but more around best practices & governance.  We are expanding our knowledge articles to a new workplace in Mexico. I am reaching out to other customers of ServiceNow who have multiple languages in their platform to obtain some information on best practices or what not to do’s in the HRSD space. I’ll use an example of a Payroll/Tax FAQ article.  We are struggling with the thought process of do we build separate KBA’s for the U.S. & Mexico (MX) payroll processes as they are so different or do we build knowledge blocks in existing?  If we do separate articles, how do we manage the names of them – do we put Payroll/Tax FAQ U.S. and Payroll/Tax FAQ Mexico?   Also, we think we want our U.S. managers (some have employees reporting to them in MX) to be able to see the articles and/or knowledge blocks that are limited to Mexico so they understand what their employees processes are – is this recommended?  How do other companies handle the translation of system screen shots – example, step by step process in a core HR system.  Do you use hashtags on the article to indicate visibility? 

[Mark Manders]

It all depends on the level of similarity. If it is only the subject 'Payroll' that is the same and everything else is different, it makes no sense to use Knowledge blocks. If it is just a chapter or paragraph that is different, do use them because everything else stays the same. 
It also really is a question what it is you are asking. You start with 'translation' and move into how to show different content. Are you really translating everything, or are you providing separate knowledge (if there is a huge difference in Tax FAQ between languages, do you really need the Mexican FAQ to be available in English and vice versa? 

There are 3 things you are touching in your question: how to show, how to translate and how to manage. And that is really all up to you, because we don't know your business.

Translate them and use blocks if it is just a matter of extra/other information you need to show, while similar information is also in that article (otherwise you have to update 2 articles with the same information.

Create separate articles if the information is only for one country (up to you if they need to be translated  or not).

On both Knowledge Base, Knowledge Article and Knowledge Blocks you can set user criteria, so the 'who needs to see what' is easily maintained through that. Ensure US employees and Mexican employees can only see their own content and create a 'mixed manager' user criteria that is making all available to those users.

[Andrea Hogness]

Thank you Mark - I agree about your point that others don't know our business and current state.  We are less than a year into our HRSD journey so just looking for some other best practices or suggestions so I really appreciate your suggestions above, they are super helpful.  Thank you again!