Translating knowledge articles to various locales

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.

Case agents can view the live status of all translated articles associated with a parent article on a single window.

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.

Before you begin

The case business analyst must enable automatic knowledge translation for your line of business. For more information, see Enabling automatic translation for knowledge articles - BMC Documentation.
The case agent must have write access to the source knowledge article. For more information, see Responsibilities and permissions for Knowledge Management.

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:

Log in to BMC Helix Business Workflows.
Select Workspace > Knowledge.
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.
Open the article from a Knowledge workspace.
To translate a published article, click Translate .
The Translate Knowledge Article dialog box is displayed.
From the Available languages list, select the locales to which you want to translate articles.
The following screenshot shows the locales selected for translation:
Click Translate.

You have translated the source knowledge article to various locales.

To view the knowledge article status and translation progress

Click the Show translations option, as shown in the following screenshot:

The article status and translation status are displayed as shown in the following screenshot:
The following error is displayed if the translation fails: Error occurred in processing request for knowledge article translation.
From the Action column, click Try again to initiate the translation again.
(Optional) To translate the article into more locales, click + Translation.
Important: +Translation is disabled if the source knowledge article is not published or if any ongoing translation process is present.
(Optional) To check the status of an article that is in the process of translation, click Refresh.
To view the translated knowledge article, from the Action column, click Open.
(Optional) To view the source article, click Go to source.

Results

The following screenshot shows the translated knowledge article:

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.

When translating a new version, the system automatically selects the languages used in the previous version.

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.