Enabling automatic translation for knowledge articles

Important

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

As a case business analyst, you can streamline the translation process for knowledge articles by enabling automatic translation. You can use the translation service provided by BMC HelixGPT or can choose to integrate their own translation tool for added flexibility and customization.

Automated translation capability offers:

Simplified knowledge article lifecycle management.
Ease of configuring your preferred locale.
Ability to translate child articles.
Flexibility to use your own translation tool.

KNOWLEDGE_ARTICLE_TRANSLATION parameter behavior

A case business analyst can enable automated translation for each Line Of Business by configuring the KNOWLEDGE_ARTICLE_TRANSLATION parameter to HelixGPT or Custom.
This parameter activates automated translation for the specific line of business, ensuring consistent multilingual support across the organization.

Parameter name	Value	Behavior
KNOWLEDGE_ARTICLE_TRANSLATION	(Default) None	View the locales configured out-of-the-box for a knowledge article. Configure a new locale.
KNOWLEDGE_ARTICLE_TRANSLATION	HelixGPT or Custom	Configure a new locale. Delete a newly added locale. Disable locales available out-of-the-box.

Before you begin

You can use BMC HelixGPT or a custom process for automatic translation. The following table describes the pre-requisites for using BMC HelixGPT or the custom process.

Using BMC HelixGPT for automatic translation	Using a custom process for automatic translation
Make sure that BMC HelixGPT is enabled in your environment. For more information, see Configuring-BMC-HelixGPT-for-BMC-Helix-Business-Workflows. In BMC HelixGPT, use the out-of-the-box available BWF Knowledge Article Translation skill to translate the Knowledge article. For more information, see Creating prompts and skills for consistent and efficient responses from BMC HelixGPT in BMC HelixGPT documentation. (Optional) If you plan to use a custom skill instead of the out-of-the-box BWF Knowledge Article Translation skill, map the skill ID of the custom skill. Click here to view the procedure Log in to BMC Helix Business Workflows and click Settings . Expand Line of Business, and click Manage Line of Business. From the Line of Business list, select the line of business for which you want to define the configurations. If you have access to a single line of business, the line of business is selected by default. Click the HelixGPT tab and select Skills. The list of skills is displayed. Select Knowledge Article Translation skill. The Edit skill configuration dialog box is displayed. In the Skill field, enter the skill ID of the custom skill as shown in the following screenshot: Click Save. The custom skill is mapped with the out-of-the-box BWF Knowledge Article Translation skill.	Add the custom process to your environment.

Using BMC HelixGPT for automatic translation

Using a custom process for automatic translation

Make sure that BMC HelixGPT is enabled in your environment.
For more information, see Configuring-BMC-HelixGPT-for-BMC-Helix-Business-Workflows.
In BMC HelixGPT, use the out-of-the-box available BWF Knowledge Article Translation skill to translate the Knowledge article.
For more information, see Creating prompts and skills for consistent and efficient responses from BMC HelixGPT in BMC HelixGPT documentation.
(Optional) If you plan to use a custom skill instead of the out-of-the-box BWF Knowledge Article Translation skill, map the skill ID of the custom skill.
Click here to view the procedure
1. Log in to BMC Helix Business Workflows and click Settings .
2. Expand Line of Business, and click Manage Line of Business.
3. From the Line of Business list, select the line of business for which you want to define the configurations.
  If you have access to a single line of business, the line of business is selected by default.
4. Click the HelixGPT tab and select Skills.
  The list of skills is displayed.
5. Select Knowledge Article Translation skill.
  The Edit skill configuration dialog box is displayed.
6. In the Skill field, enter the skill ID of the custom skill as shown in the following screenshot:
7. Click Save.
The custom skill is mapped with the out-of-the-box BWF Knowledge Article Translation skill.

Add the custom process to your environment.

To enable the automated translation capability

A case business analyst enables the automatic translation at the line of business (LOB) level.

Log in to BMC Helix Business Workflows, and click Settings .
Expand Line of Business, and click Manage Line of Business.
From the Line of Business list, select the line of business for which you want to define the configurations.
If you have access to a single line of business, the line of business is selected by default.
On the Application Configurations tab, select KNOWLEDGE_ARTICLE_TRANSLATION.
The Edit Configuration dialog box opens.
On the Edit Configuration dialog box, from the Configuration Value list, select HelixGPT or Custom.
The following screenshot shows the HelixGPT option selected for the KNOWLEDGE_ARTICLE_TRANSLATION parameter:

Click Save.

You have enabled the automatic translation through BMC HelixGPT in your environment.

(Optional) To configure a custom translation process

Select the Custom option for the KNOWLEDGE_ARTICLE_TRANSLATION parameter.
When you select the Custom option, the following instructions about using the sample process are displayed:
Click the Select button for the Custom Process For The Knowledge Article Translation list.
The Custom Process For Knowledge Translation dialog box, as shown in the following screenshot, is displayed:
Click the Select list.

Select a process and click Save.

Your custom translation process is ready for use.

To configure locales for automatic translation

Log in to BMC Helix Business Workflows, and click Settings .
From Knowledge Management, select Translation Locale.
The Manage Locale screen with a list of various locales is displayed.
(Optional) Select a locale and change the status to Active or Inactive.
To add a new locale, click +Locale .
The Create Locale dialog box as shown in the following screenshot is displayed:
From the Locale list, select a locale you want to add.
Click Save.

You have created a new locale.

Agents can easily translate a published knowledge article to any locale with a single click.

Case Business analysts can add a new locale. However, they cannot delete a locale once it is added but can make it inactive.

For information about supported locales, see the list of supported locales.

Supported locales

You can configure the following locales for automatic translation:

English
German
Chinese
French
Italian
Japanese
Spanish
Turkish
Russian
Korean
Greek
Polish
Portuguese
Romanian
Dutch
Danish
Finnish
Norwegian
Swedish
Slovak
Slovene
Hungarian
Bulgarian
Czech
Thai

For information about locales available out-of-the-box for BMC Helix Business Workflows, see Selecting-a-preferred-language.