Create Knowledge Base Articles in Multiple Languages

This article applies to recent versions of SmarterTrack. View articles for SmarterTrack 14.x and earlier.

SmarterTrack gives companies with global operations a simple method for providing knowledge base articles in multiple languages: 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. 

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.

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. (If an agent, you must have the proper Role permissions to edit knowledge base articles.)
  2. Select Knowledge Base from the navigation icon.
  3. Find the article that has an associated translation.
  4. Click the Edit button in the content pane toolbar. The article will load in a pop-up window. (Alternatively you can double click the article to open it in a pop up window.)
  5. Click the Options tab.
  6. In the Language field, select the language for the article you're editing from the dropdown list.
  7. Click the Translations tab. If any translated articles are already linked to the article you're editing, they will appear in the list. 
  8. To link a new, translated version of your article, click the Actions (...) button. From the dropdown, select Link Translation. 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. This will be a translated version of the article you're currently editing. 
  10. Click OK to link the 2 articles together.
  11. Click Save.
Once you have the 2 articles linked together, users visiting your knowledge base will receive the articles that match the language they choose for your Portal. So, if you have English and French versions of your knowledge base, users that select English as their language will see the English versions of your KB articles, whereas users that select French as their language will see the French versions, as long as the articles are mapped together.

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