Phased rolloutThis documentation supports the 23.3 version of BMC Helix Business Workflows.To view an earlier version, select the version from the Product version menu.

Translating knowledge articles to various locales

Important

The features and enhancements in this topic are under controlled availability to select customers.

Automatic translation of knowledge articles helps case agents quickly translate the published knowledge article in various languages, improving response times and ensuring consistent information across locales without manual translation effort.

The title, article content, and keywords of a published knowledge article are automatically translated into the selected locale.

Automatic translation is available only when enabled by the business analyst for your line of business.

Related topic

Developing-knowledge-articles


Scenario: Translating a knowledge article into German and Spanish

Bill, a case agent at Apex Global, is assigned two cases, one from a requester in Germany and the other from a requester in France. These requestors prefer to communicate in their respective languages. They also both refer to the same parent knowledge article in English.

Bill translates the parent knowledge article into German and French with one click to resolve their queries. The automatic translation process eliminated the need for him to manually translate the content or wait for a translation service.


To translate a source knowledge article

The source knowledge article is always in a locale supported by BMC Helix Business Workflows. However, you can translate the article into any locale of your choice.
Perform the following steps to translate the knowledge article:

  1. Log in to BMC Helix Business Workflows.
  2. Select Workspace > Knowledge. 
  3. From the Line of Business list, select the line of business for which you want to translate knowledge articles.
    If you have access to a single line of business, the line of business is selected by default.
  4. Open the article from a Knowledge workspace.
  5. To translate a published article, click Translate 23_3_04_Translate_Article.png.
    The Translate Knowledge Article dialog box is displayed.
  6. From the Available languages list, select the locales to which you want to translate articles.
    The following screenshot shows the locales selected for translation:
    23_3_04_Select_Locale.png
  7. Click Translate.


To view the knowledge article translation progress

  1. Click the Show translation option, as shown in the following screenshot.
    23_3_04_Translation_Progress1.png
    The translation status is displayed as shown in the following screenshot:
    23_3_04_Translation_Status.png
    The following error is displayed if the translation fails:
    Error occurred in processing request for knowledge article translation.
  2. From the Action column, click Open.
    View the translated knowledge article:
    23_3_04_Translationed_Article.png
  3. (Optional) To view the source article, click Go to the original 23_3_04_Origianl.png.
  4. To view the list of available translated articles, click the language drop-down list as shown in the following screenshot:
    23_3_04_Locale_List.png

You have translated the source knowledge article to various locales.


Version control of translated knowledge articles

When you edit a parent knowledge article, a new version is created. You can translate the version if required. However, only one published version of each translation is allowed at any time.

Publishing a new version of a translated article automatically closes any other unpublished versions for that locale. Similarly, publishing any version of a translation will override all unpublished versions for that specific locale.

Example

You have a knowledge article translated into French and German. After editing the French version, you edit and publish the German version. Once published, the German version immediately becomes available for search.



 

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