How to make Knowledge Management multi-language supported ?

[solutioningnow]

Hi All,

I had a recent discussion with my client where he was looking for localization for Knowledge management piece. The query which he had was something like this

"I have my service desk agents/users around the world covering 10 languages, if i create a knowledge article and i want that article to be readable in 10 different language how servicenow will achieve that" ?

My first assumption was that he can have google translate API and do it accordingly. But that would incur a lot of cost factor.

Any idea how this can be achieved for knowledge articles which are global but should be localized for the service desk / users team.

Regards,

Solutioner

Enhance Knowledge NOW@ www.solutioningnow.com

http://www.solutioningnow.com/

[danielbilling]

I believe you have two options

1. create duplicate = 1 Articles/Language. this will show up in bottom of your knowledge article. maybe the most straightforward way but additional maintenance

2. Create link to Translated text and translate the text field(don't forget the Code tags). Will provide you with only 1 article to lifecycle, but i'm not sure how that works out with Zing.

/Daniel

[david_legrand]

I think my first question will be "Do the users need the same info apart of the text, or not?"

If yes, using the "translated text" will be the option (as Daniel says)

If no (the informations are quite specific to a country...), I'll might create different knowledge article to not confuse people

Kind of possible confusion:

I'm looking ServiceNow in English and my colleague besides me is using German, I'll tell him "find this article" and when he does, we'll see something different than we expected (or we couldn't find it because I told him to look for English keywords)

So that will be my first concern, checking that the people couldn't be any way being disturbed...

[dwolf]

This is something we are doing in our company. One of the important lessons I learned from our employees in Europe is they do not appreciate reading a KB article if it is not in their languages.

Initially we attempted to use Google to translate articles but Google is not a reliable method. So we assign the Service Desk in Europe, Asia Pac self-service articles that are crucial to be translated.

To link the KBs into the English version we activated the KB Internationalization Plugin and added the Parent field in the KB Form. Reference I18N - Knowledge Management Internationalization - ServiceNow Wiki

I hope this helps.

[Luis Franco]

Hi.

I'm looking at the internationalization plugin and it works well inside the platform but in service portal I don't find the dropdown to change the language of the article.

Are you making Translated KB articles available in service portal?

Thank you.

Best Regards,

Luis Franco