Knowledge Management for Expatriates

[Juhi Yasmin]

Hello,

Do you have a situation in your organization where Expatriates/Employees on international assignments need to be able to view both Home Country as well as Host Country knowledge articles and how do you manage that?

[Mark Manders]

For starters, do you have all of your articles in English, or are they in different languages (or all in English and translated)? 

Because the need to see them and the ability to read them is of course very important. If there are local articles in a local language of which no English version exists, you can make it accessible, but not readable. So first step will be to at least have every article (even the local ones) created in English and translated.

For the availability: ServiceNow has User criteria to define who can see what. A thing you could do is to have automation run on the 'temporary users' to add those to a 'Expatriates/INT. Employees' group you have per country/location. You could add start/end times within that automation so they will be added and removed automatically. With that, you can apply the user criteria to the Knowledge Bases/Articles for those groups as well. (All Iceland articles viewable by Iceland employees and members of 'Iceland Expatriates/INT.Employees' group)

[Juhi Yasmin]

Hello Mark, Thank you for your response. As of today we have knowledge articles available in five four languages. But not all articles are translated. For example- All knowledge articles available for employee in legal entities in France have the knowledge articles in both version- English and French. However, let's say in USA knowledge articles are built only in English. Multi language version of knowledge articles are only created in countries with local language needs.

Also love your suggestion around having a user criteria of expats. 

[Mark Manders]

What wasn't clear about my user criteria explanation in the first answer? I am happy to elaborate if something wasn't clear.