How to upgrade to new multilingual knowledge base management
The knowledge base is an essential component of scaling customer support while providing excellent service. Now curate a collection of articles in multiple languages to share with your diverse customers with the new easy-to-use Multilingual knowledge base management. To set end-user visibility, customers who have created multilingual copies of articles in different folders no longer need to make multiple copies of a primary article in numerous folders.
Why move to the new multilingual knowledge base?
Polished and easy to use user interface for your team to consume information and co-create articles
Clutter-free agent experience without creating multiple folders for the same article in different languages
Collaborate smoothly on a multilingual copy of the article by notifying your agents to update solution articles when the primary language article is tweaked
By default, end-user will consume the information in their primary language eliminating the step to set folder visibility for a segment
How does it impact your existing knowledge base articles?
Currently, new multilingual management is available from the Growth plan onwards. Customers on the older price plan can also access the new multilingual management from the Garden plan. Your primary language article will be visible by default with new knowledge base management. You can move to relevant secondary language articles through the dropdown option on top.
In case you have separate folders of secondary language articles to set the end-user visibility-, you may experience all your articles populated under the primary language filter with new Knowledge base management. To move a second language article to the correct filter will require manual effort. Hence to help our existing users, we have below solution:
How to migrate existing secondary language articles under the relevant language filter?
You can use the API documentation to create a secondary language article and link it to the primary language article. The table below has the string value mapped for each language attribute for your reference.