Multi Language Articles (English and German) in Agent Assist for Incident - SOW

[Louis Philippe]

I have a requirement related to Agent Assist within Service Operations Workspace (SOW). Specifically, we need Knowledge Articles to be suggested not only based on the agent’s preferred language, but also based on the caller’s preferred language.

This is to ensure the agent can attach articles that the caller can understand directly into the incident.

What I've explored:

Reviewed the current multi-language capabilities for Knowledge Articles and explored the following options:
- Activating the glide.knowman.enable_multi_language_search property
- Configuring “Globally Searchable” Knowledge Articles

However, both approaches appear to impact all searches across the platform — including AI Search,  Employee Center, Portal, and other knowledge-enabled components. This is not acceptable for our use case, as the client requirement is strictly limited to Agent Assist in SOW.

The Requirement is:

1. Only Multi Language within Agent Assist (in Service Operations Workspace), to show Knowledge Articles in both the agent’s and the caller’s preferred language
2. No global impact on knowledge search across the platform

Question:

Is there any out-of-the-box (OOTB) configuration or supported approach to enable multi-language article visibility/filtering only within Agent Assist, specifically in Service Operations Workspace, without impacting knowledge search across the entire platform?
If not, are there any recommended workarounds or configuration patterns that limit multi-language exposure to just that workspace?

Thank you!

[Mark Manders]

In this case the choice is between opening it up, or presenting the article in only one language. 

On the other hand: if you provide the link to the article, I should be seeing it in my own language, right? The German and English version of an article have the same number? 

[Louis Philippe]

We have articles in English and German, it's not just one. By default users only articles from their preferred language. But the requirement is to have both "versions" available only in Agent Assist for SOW not cross platform.

Any idea if is possible?