Service Portal - Knowledge Articles Visibility in Different Languages on ESC Portal

[Udaya Sadhinen1]

Hello,

Currently, In ESC portal on the Knowledge page knowledge articles are displaying accordingly the current logged in user Profile language.

for example: Current logged in user's profile language is Spanish, then only the Spanish articles are displaying on knowledge page in ESC Portal.

But we have a requirement that, along with Current logged in user profile language articles we want to see the English version of the articles as well.

i.e. If Current logged in User's Profile language is Spanish, then we want to see the Spanish version of articles and also the English version of the articles on knowledge page in ESC Portal.

Please let me know if anyone has any ideas or thoughts on the same.

Thanks in advance!

Regards,

Udaya

[Musab Rasheed]

Hello,

Have you enabled Multi language search ?

Regards

[Udaya Sadhinen1]

Yes, that Property is already enabled but however that is just used for Search.

But, we want to show the article in both version(like Spanish and English for Spanish Users) under the Category of that article in Knowledge Page of ESC portal.

Thanks,

Udaya

[Alex Coope - SN]

@Udaya Sadhineni,

So, that property will apply to all KB searches performed on a portal, predominantly on the "kb_search" page. You can actually redirect users to it, info available here.

This page has a "language" widget which will allow users to select which language they would like to see article results in (which is driven by a user preference entry per user),

In terms of the /esc portal, currently via the taxonomy it only performs it's search in the language of the user to ensure their best possible user experience,

If you want to learn more about the topic of localization (especially of the /esc portal) check out my blog post here (along with the webinar recording in it) here,

Many thanks,
Kind regards