The solutions tab shows you a list of all your articles and their language statuses. Your agents (or content managers) can get a quick view of the articles that need to be updated here. This is a savior in cases where your agents are spread out across different regions or when different teams take care of different languages.


What do you need to do to keep your Multilingual knowledge base updated?


Whenever you make a change to the master version of the support article, you let the other agents aware of the change by marking translations as outdated.


Keep your master version and translated articles up-to-date

 


For example, if you have made some important changes to the master version in English that needs to be reflected in the other language support articles, the best practice would be to click on Mark other translations as outdated


Note: By doing so, you will directly change the status of all the other translated articles as outdated and it will show up with a red mark in the article view. 


In case, one of your agents has made the necessary changes to one of the translated articles (say French), they can mark the solution article as updated by clicking on Mark this translation as up-to-date. This option would be available only when the article has been published in the translated languages.


Note: By doing so, only the status of that particular article is changed while the rest of the translated articles continue to have their assigned status. 


Statuses of articles and what they mean


            Green                     

        Content is updated
 Translated article that has the same content as its master version
             Red
     Content is not updated
 Translated article that doesn't have the same content as its master version
             Grey
        No content available
 Article that's waiting to be translated from its master version


Analytics of solution articles and what they mean

  • You can also get to know the status of articles for each language using Show languages and quickly view analytics for the article using Show analytics option available on the panel below the folder name.


  • In the folder view of your solution articles, you will see the consolidated data on the number of views, the number of upvotes and the number of downvotes for all the articles (both master and translations put together) that are published on the customer portal. 
  • To see the analytics associated with each article, you need to click on the solution article for the required language. 



  • You can also compare the analytics by clicking See analytics for all languages within the solution article's editor.



The solutions tab shows you a list of all your articles and their language statuses. Your agents (or content managers) can get a quick view of the articles that need to be updated here. This is a savior in cases where your agents are spread out across different regions or when different teams take care of different languages.

 

What you need to do to keep your Multilingual knowledge base updated?


Whenever you make a change to the master version of the support article, you let the other agents aware of the change by marking translations as outdated.

 

Keep your master version and translated articles up-to-date


 


For example, if you have made some important changes to the master version in English that needs to be reflected in the other language support articles, the best practice would be to click on Mark other translations as outdated. 

 

Note: By doing so, you will directly change the status of all the other translated articles as outdated and it will show up with a red mark in the article view.

 

In case, one of your agents has made the necessary changes to one of the translated articles (say French), they can mark the solution article as updated by clicking on Mark this translation as up-to-date. This option would be available only when the article has been published in the translated languages.

 

Note: By doing so, only the status of that particular article is changed while the rest of the translated articles continue to have their assigned status. 


Statuses of articles and what they mean


            Green                   

        Content is updated
 Translated article that has the same content as its master version
             Red
     Content is not updated
 Translated article that doesn't have the same content as its master version
             Grey
        No content available
 Article that's waiting to be translated from its master version


Analytics of solution articles and what they mean

  • You can also get to know the status of articles for each language using Show languages and quickly view analytics for the article using Show analytics option available on the panel below the folder name
  • In the folder view of your solution articles, you will see the consolidated data on the number of views, the number of upvotes and the number of downvotes for all the articles (both master and translations put together) that are published on the customer portal. 
  • To see the analytics associated with each article, you need to click on the solution article for the required language.
     

      
  • You can also compare the analytics by clicking See analytics for all languages within the solution article's editor.