Knowledge Article Translation Best Practices

[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]

See your duplicate question: https://www.servicenow.com/community/employee-center-forum/knowledge-article-translation/td-p/318417...