How to localize articles

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

You can export your articles to CSV files which can be sent off for localization. You can translate articles into one or more of the languages supported by Service Management.

The values in the exported files must be translated, after which the files are imported back into Service Management.

After a successful import, the localized article is displayed in the Service Portal in the language of the user's locale, as long as the article has been translated into that language.

Moreover, when Service Portal users perform searches, the results are displayed in the localized language.

For example, if articles were translated into French and Chinese, Service Portal users on French and Chinese locales see the article search results in French and Chinese respectively.

Note

If an article was not translated into the language of the user's locale, or if an entry was not translated, the original article is displayed in the Service Portal.

In the example above, users on a German locale see the original, non-translated article.
When exporting a file with rich text fields to CSV and saving it in Excel, the formatting may become corrupted, and the re-imported file may not display correctly.

Export articles for localization

From the main menu, select Build > Knowledge.

Select Articles.

Above the record list, click the More button, and select Export for localization.

Select the languages for localization, and click Export.

The following files are generated:

Number of languages selected	Exported file
1	Article_<language>.csv
2 or more	Article_translations.zip The ZIP file contains a corresponding CSV file for each language selected

Number of languages selected

Exported file

Article_<language>.csv

2 or more

Article_translations.zip

The ZIP file contains a corresponding CSV file for each language selected

Example

Languages selected	Exported file
French	Article_translations_fr.csv
French, Chinese	Article_translations.zip. Contains: Article_translations_fr.csv Article_translations_zh-CN.csv

Languages selected

Exported file

French

Article_translations_fr.csv

French, Chinese

Article_translations.zip.

Contains:

Article_translations_fr.csv
Article_translations_zh-CN.csv

Translate the values in the exported article

Open the CSV file.

For each record, translate the value in the Source Value field, and enter the translation into the last position in the row, the Translated Value field.

Note Do not delete the quotation marks.