Knowledge Academy: Multilingual Knowledge Management and Localization, August Product Updates

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Explore the latest Knowledge Center updates, including AI-powered Auto Fix and Auto Merge, plus practical guidance for managing multilingual knowledge at scale with Localization Workspace.

 

In this session:

AI-powered Auto Fix

See how Auto Fix can address common Article Optimization findings across multiple articles. The initial capabilities focus on lightweight fixes such as:

• Title relevancy

• Multiple H1 tags in article content

• Alt text generation for images

• Bulk fixes across articles

• Knowledge-base-level configuration

• History and audit visibility

• One-click revert capabilities

The team also walks through the Auto Fix experience and explains how administrators can control which knowledge bases use the feature and how long changes remain eligible for reversal.

Auto Merge for Potential Duplicates

Deepa Patel demonstrates how Auto Merge builds on the existing Potential Duplicates capability. Instead of manually reviewing every duplicate cluster, Knowledge Center can recommend whether to:

• Create a new article

• Update an existing article

• Merge and publish with a single action

• Manually review lower-confidence recommendations

The session also covers confidence scores, knowledge-base configuration, article versioning, approval workflows, activity streams, and the ability to revert automated changes.

Multilingual Knowledge Management

Lyena Solomon then looks at the challenges of managing knowledge across languages and regions. The discussion introduces Localization Workspace as a way to move beyond spreadsheets, email, and manual coordination toward a managed translation workflow.

Topics include:

• Global vs. regional content

• Choosing which languages users need

• Translation and review workflows

• Terminology and language governance

• Human oversight for higher-risk content

• AI and machine translation

• Maintaining multilingual knowledge at scale

A key theme is that language and geography aren't necessarily the same thing. Organizations need to decide what content should be global, what needs localization, who should see it, and in what context before designing the translation workflow.

 

Q&A and What's Next

The speakers also tackle questions around translated articles, AI Search, custom templates, SharePoint integration, Auto Fix history, and Gaps for HR.

The session closes with a preview of upcoming Platform Academy content, including Localization at Scale and the G11N terminology agent, along with additional resources available through the ServiceNow community and Exchange.

If you're responsible for ServiceNow knowledge management, content quality, search, or multilingual experiences, this session is a useful look at where Knowledge Center is heading and how AI can fit into your existing governance model.

Search still plays a critical role

The Q&A also addresses the relationship between localization and AI Search.

AI Search is not part of the translation workflow itself, but multilingual content can still be integrated deeply with search capabilities so that translated and original content can contribute to the search experience.

That distinction is useful when designing a multilingual knowledge architecture: translation and search are separate capabilities, but they need to work together to deliver the experience users expect.

 

What's next?

The session also previews several upcoming areas, including the Search Admin Console, which is intended to make search behavior less of a black box by allowing administrators to test queries, understand rankings, and get suggestions for improving content.

The team also mentions Gaps for HR, additional Knowledge Center optimization capabilities, the SharePoint connector, and upcoming Academy sessions covering localization at scale and the G11N terminology agent.

For knowledge teams, the direction is clear: Knowledge Center is becoming less about simply storing articles and more about helping organizations continuously improve, govern, consolidate, translate, and discover their knowledge.

The interesting part is how much of that work can now be assisted by AI while still keeping administrators in the driver's seat.

YouTube Tags

Chapters

0:00 - Welcome & Platform Academy Introduction
4:05 - Q3 Knowledge Center Updates
6:20 - Search & Knowledge: What's Working?
7:35 - October Preview: The New Search Admin Console
10:33 - Knowledge Center Auto Fix & Auto Merge
12:09 - Auto Fix for Article Optimization
15:50 - Auto Fix Demo
18:30 - Auto Fix Configuration & FAQs
21:45 - Auto Merge Overview
26:18 - Auto Merge Enhancements
27:00 - Auto Merge Demo
30:07 - Article Versioning & Approval Workflows
32:34 - Auto Merge Configuration & FAQs
36:00 - Multilingual Knowledge Management
38:04 - Global vs. Regional Knowledge
39:18 - Building an Automated Translation Workflow
40:27 - Localization Workspace & Language Governance
41:50 - AI, Translation & Enterprise Guardrails
43:00 - Four Decisions for Multilingual Knowledge
44:32 - Managing Multilingual Knowledge at Scale
46:04 - Localization Resources & Next Steps
47:24 - Q&A: Auto Merge, Translations & Gaps for HR
51:42 - Q&A: Localization & AI Search
53:19 - Q&A: Templates & SharePoint Connector
55:37 - Platform Academy Wrap-Up & What's Next

tags:

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