Experience with multi-language kb articles

[KDAKREDE]

Hi SN Community. 

I have a question that is not super technical, but more about the long term user experience reading knowledge articles.

We have knowledge articles in many different languages and localization enabled. Some knowledge managers have now started kb articles in English with a local language translation in the same article underneath. Initially, my thought was that this sounds like a bad idea. I would prefer them using the localization framework to create translated versions of an article. 

Was wondering if anyone here has any experience with this? Is it a good idea or something that will cause issues in the system or down the line in terms of the user experience.

Thank you in advance! Look forward to hearing your opinions and experiences.

[Musab Rasheed]

Hello,

Go through below links once, It is always better to leverage whatever solution OOB is available

https://www.youtube.com/watch?v=7VWA8vBasX4

https://www.concurrency.com/blog/june-2019/servicenow-knowledge-base-internationalization

Please hit like and mark my response as correct if that helps

Regards

[KDAKREDE]

Hi Musab, 

Thank you for the reply. Do you have any experience with having two languages in the same article body, and any issues that might have caused?

[Musab Rasheed]

No ! we have implemented multiple articles based on country and languages and enabled Multi language search feature due to which person from that country can see Articles in language of country

[Leri Andrews]

It is likely you will hit issues with AI search if you go down this route, I think (though info on AI search is quite light).  Imagine user has language preference Japanese and searches for Japanese words.  Unless you have been very specific with your indexing to include local language+English then the user will not find the article.