Create Knowledge Base Articles in Multiple Languages

SmarterTrack gives companies with global operations two methods for providing knowledge base articles in multiple languages: (1) Companies can write the articles in the desired languages (i.e. English, Spanish, French, etc.) and link those separate articles together. By linking the different versions of the article together, SmarterTrack will recognize that all of the articles are essentially the same; they are just written in different languages. (2) Companies can use a supported translation API to automatically translate the knowledge base article to the language specified by the user. Both options have their advantages. For example, manually writing each translation offers more accuracy, whereas using a supported translation API provides many translations quickly and effortlessly. Companies should choose the translation option that best fits their business needs.

NOTE: Before following the steps below, the desired language packs must be installed. For more information, please refer to the KB article Configure SmarterTrack to Support Multiple Languages.

Applies to SmarterTrack 10.x - 12.x

Manually translating articles and linking them together
After the article translations have been written, follow these steps to link them together:

  1. Log in to the SmarterTrack management interface as a system administrator or an agent.
  2. Click the knowledge base icon.
  3. Select the desired article.
  4. Click Edit in the content pane toolbar. The article will load in a pop-up window.
  5. Click the Options tab.
  6. In the Language field, select the desired language from the list.
  7. Click the Translations tab.
  8. Click Link Translation in the content pane toolbar. A list of articles that can be linked to will load in a pop-up window.
  9. Select the knowledge base article(s) that you want to link this translation to.
  10. Click OK.
  11. Click Save.
Auto-translating articles
This option was removed in version 10.x. Instead, users should utilize available browser plugins for automatic language translation. 

Applies to SmarterTrack 7.x - 9.x

Manually translating articles and linking them together
After the article translations have been written, follow these steps to link them together:

  1. Log in to the SmarterTrack management interface as a system administrator or an agent.
  2. Click the knowledge base icon.
  3. Select the desired article.
  4. Click Edit in the content pane toolbar. The article will load in a pop-up window.
  5. Click the Options tab.
  6. In the Language field, select the desired language from the list.
  7. Click the Translations tab.
  8. Click Link Translation in the content pane toolbar. A list of articles that can be linked to will load in a pop-up window.
  9. Select the knowledge base article(s) that you want to link this translation to.
  10. Click OK.
  11. Click Save.
Auto-translating articles
SmarterTrack can automatically translate knowledge base articles via Microsoft Translator or Google Translate. Both translation services have their pros and cons, so administrators will have to choose the service that best fits their business needs. Because both Microsoft and Google charge a fee for their translation service, SmarterTrack will track how many characters and requests your server has attempted to translate to aid you in managing your translation subscription costs. NOTE: Both services limit their translations to 4,500 characters at a time, so articles longer than this cannot be translated.

Microsoft Translator
The Microsoft Translator API is a paid service, but subscribers are allowed to translate a maximum number of characters free of charge. Pricing information is available at http://msdn.microsoft.com/en-us/library/hh454950.aspx.

Follow these steps to automatically translate live chats using the Microsoft Translator API:
  1. Log in to the SmarterTrack management interface as an administrator.
  2. Click the settings icon.
  3. Expand the System Settings and Portal folders in the navigation pane.
  4. Click Knowledge Base in the navigation pane.
  5. Click the Translations tab.
  6. In the Auto-translator field, select Microsoft Translator.
  7. Click the Obtain Key menu and click Sign Up. This will open the Microsoft Translator service page of the Windows Azure Marketplace in your browser.
  8. Choose a subscription plan and click Sign Up.
  9. Log in to the Windows Azure Marketplace using your Windows Live ID.
  10. If your account is not set up for the Azure Marketplace, complete the registration information.
  11. Agree to the subscription terms and click Sign Up. Once this step is complete, you may close the browser window.
  12. You will now need to register your SmarterTrack installation with the Azure Marketplace. In SmarterTrack, click the Obtain Key menu and click Register Installation. The registration page will load in your browser and you may be required to log in using your Windows Live ID.
  13. Complete the following required fields:
    • Client ID - An identifier used to represent your SmarterTrack installation
    • Client Secret - A security key that allows Microsoft Translator to interact with your SmarterTrack installation. This key is provided by Microsoft and should not be changed.
    • Name - Your name
    • Redirect URI - The URL of your SmarterTrack installation. For example, http://portal.example.com
  14. Take a note of the client ID and the client secret, as you'll need it later. NOTE: If necessary, you may retrieve this information at a later time by editing the registered app.
  15. Click Register.
  16. Once registration is complete, close the browser and return to SmarterTrack.
  17. In the Client ID field, enter the client ID you just created.
  18. In the Client Secret field, enter the client secret provided by Microsoft.
  19. Click Save.
When the customer chooses a language from the drop-down list near the top of the portal page, SmarterTrack will now automatically translate the knowledge base article into the selected language. NOTE: There may be a slight delay after the initial setup while Microsoft Translator configures your service.
 
Google Translate
The Google Translate API is a paid service. Pricing information is available at http://code.google.com/apis/language/translate/v2/pricing.html.

Follow these steps to automatically translate live chats using the Google Translate API:
  1. Log in to the SmarterTrack management interface as an administrator.
  2. Click the settings icon.
  3. Expand the System Settings and Portal folders in the navigation pane.
  4. Click Knowledge Base in the navigation pane.
  5. Click the Translations tab.
  6. In the Auto-translator field, select Google Translate.
  7. Click Obtain Key in the content pane toolbar. This will open the Google APIs Console in your browser. If you are not logged in to Google, you will be prompted to log in.
  8. If you have not used the Google APIs Console before, you will be prompted to enable access to the console. Click Create Project.
  9. Click the Services tab.
  10. Find the Translate API and change the status to ON.
  11. Accept the Google Translate API Terms of Service.
  12. Click the Billing tab. If your Google account is not set up for Google Checkout, click Enable Billing and complete the required information.
  13. Click the API Access tab.
  14. Copy the API key and return to SmarterTrack.
  15. Paste the key into the API Key field.
  16. Click Save.
When the customer chooses a language from the drop-down list near the top of the portal page, SmarterTrack will now automatically translate the knowledge base article into the selected language.

NOTE: If you have already subscribed for Google Translate or Microsoft Translator, you may be able to skip some steps above. The steps for signing up and/or registering for these services were correct at the time this article was created.
 

Applies to SmarterTrack Version 6.x

  1. Log in to the SmarterTrack management interface as a system administrator or an agent.
  2. Click the knowledge base icon.
  3. Select the desired article.
  4. Click Edit in the content pane toolbar. The article will load in a pop-up window.
  5. Click the Options tab.
  6. In the Language field, select the desired language from the list.
  7. Click the Translations tab.
  8. Click Link Item in the content pane toolbar. A list of articles that can be linked to will load in a pop-up window.
  9. Select the knowledge base article(s) that you want to link this translation to.
  10. Click OK.
  11. Click Save.
For more information on SmarterTrack's language support options, refer to the SmarterTrack Online Help.

 

Learn more about SmarterTrack’s helpdesk system, which includes live chat, a self service portal and knowledge base software.

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