PROVIDING A MULTIPLE LANGUAGE KNOWLEDGE BASE
Use the following tasks to provide your Salesforce Knowledge articles in multiple languages.
Enabling Multiple Languages for Salesforce Knowledge
To set up your knowledge base to support multiple languages:
1. If you will send articles to a vendor for translation, you must create a translation queue. For a description of the translation process, see “Supporting Multiple Languages in Your Knowledge Base” in the Salesforce Help.
2. In Setup, enter
Knowledge Settings
in the
Quick Find
box, then select Knowledge Settings and click Edit.
3. Select
Multiple Languages
and add the languages you want to include in your knowledge base. You can only add languages supported by Salesforce.
Note:
You can't remove a language once you've added it to your knowledge base.
4. Optionally, choose the following settings for each language:
Setting
Active
Default Assignee
Default Reviewer
Description
Only active languages appear in the New Article dialog and the
Submit for Translation dialog. Also, active/inactive status determines whether a published article is visible. For example, if articles are published in Spanish to your partner portal and then you make Spanish an inactive language, the articles are no longer visible to partners.
This value appears in the
Assign To
field of the Submit for
Translation dialog. Choose a person or a queue: the individual responsible for translating articles into this language, or the queue used for exporting articles to a localization vendor.
Select the person who should be assigned to review or publish translations imported in this language.
5. Click Save.
Submitting Articles for Translation
To submit articles for translation from the Article Management tab:
1. Select an article or articles and click Submit for Translation.
2. Optionally, select a due date for one translation or all translations. You can set dues dates for each language.
Due dates appear on the Translations list view. They display in red if the date is passed.
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Providing a Multiple Language Knowledge Base
3. Select from the languages supported by your knowledge base.
4. Optionally, change the assignee. You can assign the article to another knowledge base user for translation, or assign the article to a queue for export to a translation vendor.
5. If you want email notifications sent to the assignees, check
Send notification email
.
6. Click Save.
Translating Articles within Salesforce Knowledge
To translate an article within Salesforce:
1. Click the Article Management tab and select Translations in the View area.
2. Select Draft Translations.
3. Optionally, change the
Assigned To
filter to view articles that are not assigned to you for translation. For example, you may want to view articles assigned to a translation queue.
4. Click Edit next to the article and language you want to translate.
5. Enter your translation.
6. Click Save.
Note: You can also edit a published translation. It reverts to draft status until you republish it, although you can choose to keep the existing version published while you update it.
Creating a Queue for Knowledge Article Exports
If your organization wants to use queues in approval processes or send articles for translation outside of Salesforce, you need to create one or more queues. See “Creating Queues” in the Salesforce Help. When authors or reviewers submit an article for review or translation, they select the appropriate queue. For reviews, you can create queues made up of reviewers with different areas of expertise. For translation queues, you can create one queue for each language or combine languages within queues.
To create an article or translation approval queue, add Knowledge Article Version as the object available to the queue.
Exporting Articles for Translation
If your organization sends Salesforce Knowledge articles to a vendor for translation, articles are put into a translation queue.
Note: You can have up to 50 exports in 24 hours and a maximum of 15 pending exports (exports that have not entered a final state such as Completed, Failed, or Cancelled).
To generate an export file containing the articles that have been submitted for translation:
1. From Setup, enter
Export Articles for Translation
in the
Quick Find
box, then select Export Articles for
Translation.
2. Select the queue that contains the articles you're exporting.
3. Click either:
•
All articles to export every article in the queue.
•
Updated articles to only export articles that have been modified or added.
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Providing a Multiple Language Knowledge Base
4. Click Continue.
5. Select the source and target language pairs you want to export. Salesforce creates a separate .zip file for every article type in each language pair.
Important: You must retain the .zip file structure for a successful import. For more information, see “Importing Article
Translations” in the Salesforce Help.
6. To have the files reviewed or published after being translated, select a user or a queue and then select the name of the user or queue.
7. Select the file character encoding:
•
ISO-8859-1 (General US & Westion European, ISO-LATIN-1)
•
Unicode
•
Unicode (UTF-8) default
•
Japanese (Windows)
•
Japanese (Shift_JIIS)
•
Chinese National Standard (GB18030)
•
Chinese Simplified (GB2312)
•
Chinese Traditional (Big5)
•
Korean
•
Unicode (UTF-16, Big Endian)
8. Select the delimiter for the .csv files. The delimiter is the separator for columns when the file is converted to table form. Your options are:
•
Tab (This is the default.)
•
Comma
9. Click Export Now.
You’re notified by email when your export is complete. You can also check the status of your export by viewing the Article Import and Export Queue. From Setup, enter
Article Imports and Exports
in the
Quick Find box, then select Article
Imports and Exports.
For description of status states, see “Viewing Salesforce Knowledge Import and Export Status” in the Salesforce Help.
10. Unzip the exported files, but retain the file structure for a successful import.
Importing Article Translations
Consider the following before importing translated articles into Salesforce:
•
You can only import articles that have been exported from the same Salesforce organization. For example, you can't export articles from your test or sandbox organization and import them into your production organization.
•
You must place all the translation files (meaning, those exported from Salesforce and translated by your vendor) in a folder whose name is the same as the language code. For example, put French articles in an
fr
folder. Zip up this folder to create your import file.
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Providing a Multiple Language Knowledge Base
•
To import translated articles successfully, verify that the file structure and their extensions match the file structure and extensions of files exported from Salesforce Knowledge for translation. For example, if the target language is French, the file structure begins as follows: import.properties
-fr
--articletypearticlename_kav
---articlename.csv
---[Article collateral, html, images, etc.]
To import translated articles:
1. From Setup, enter
Import Article Translations
in the
Quick Find
box, then select Import Article Translations.
2. Choose how Salesforce handles translations after they're imported.
Option Description
Review imported translations on the
Article Management tab before publishing
Add imported translations to a queue from which users can review them.
Publish translations immediately on import
Publish imported translations without reviews.
3. Select the language of the articles you're importing.
4. Optionally, if you chose to have articles reviewed before publishing, select to send the files to a user or a queue and then select the name of the user or queue.
5. Click Browse, choose the translation .zip file to upload, and click Open.
6. Click Import Now.
If you have more translated articles to upload, repeat steps four through six.
7. Click Finish.
An email notification is sent to you when your import finishes. You can view the status of your import from Setup by entering
Article Imports and Exports
in the
Quick Find
box, then selecting Article Imports and Exports.
Managing Translations
Once translations are submitted, users with the “Manage Articles” permission can manage them on the Article Management tab. To view submitted translations, select Translations in the View area. You can edit, preview, publish, assign, and delete translations.
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