NOW Assist - Non English user with KB in English

[vickj]

I have the Now Assist Panel - Platform working with the correct KBs. Also NOW assist config is enabled for core languages including Spanish. However running into an with the non-English users if the KB article is in English only -

• If the user lang is English and they ask a question that can be interpreted against an English knowledge article, the agent is able to understand intent, collate data and respond appropriately. 
• If the user language on their profile is lets say... Spanish, then the same question in Spanish results in "Mmm, no entiendo esta solicitud" i.e. Mmm, I don't understand this request.

Is there a specific configuration or setting that I'm missing? Appreciate any help and guidance.

[vickj]

Thanks for your response. Unless I am misinterpreting it, as per SN docs with NOW Assist there shouldn't be a need to translate and publish English only KB into each targeted languages. And I do have the native and dynamic translation turned on in NOW assist.

[rpriyadarshy]

Hi VickJ

Native translation uses the translation capabilities of the LLMs provided by Now LLM Service which support SPANISH also as per your Post.

Native Translation Takes Precedence Over Dynamic Translation Which Uses MS Azure Translator Service. 

Please check the Permission of the Article. Now Assist adheres to existing ServiceNow knowledge base (KB) permissions, meaning it only returns information and generates content for articles that the user is authorized to access based on their user criteria for the specific knowledge base. You can ensure proper permissioning by configuring "Can Read" user criteria on the knowledge base, which Now Assist adhere by default.

Regards

RP