Multilingual Knowledge Base

Provide support to your customers globally with our multilingual knowledge base. You can organize several instances of your community portal and set specific language to each instance. It helps your customers find the answer on their own language, provide self-service support while they submit tickets or ask questions in public community.

Multilingual Knowledge Base

So whenever user comes to your English community or use external widget to get help and enters the question, he would get answers from your english portal knowledge base. If you have Russian as other language portal, users there would get answers based on added russian articles.

This feature is available only in Enterprise package with Multi-Forums included in it

Getting Started with Multi-Forums

First of all you would need to create multiple instances of your system to divide the content between them.

Go to Agents Interface, and under Administration » Community Portal, select your default language for the main knowledge base. Then you would need to create on that page more community portals and assign new languages to them. 

Make sure to assign valid URL to new instance. For example, your main instance is located here and new instance name should be assigned to if your want to make it for German language. In case custom domain like, you would need to redefine your DNS settings to point CNAME to our servers. 

Customizing Interface

To customize home screen for each forum, go to Administration » Interface » Home Screen. There are more details on  How to Make Your Own Screen article.

In order to switch between language instances for customization, select required forum from the list and make sure that widgets for different languages have the same settings, so it's better to have location of Knowledge Base widget and setting for it consistent in all languages portals.

Create Multilingual Categories & Articles

While you are creating article, you already see it with formatting inside WYSIWYG, so you don't need to preview it each time the change is made.

If you have articles that should be categorized, go to Agents Interface, then in the left Agents Navigation select Knowledge Base.

Here you can create new categories for your articles. Do it for your default language first. In order to have them consistent within your other language instances, please use  built-in translation tool that would help your customers see these categories on their own language.

In knowledge base page under management, create your first article for default language. Once you save it on article page there would be an option to select other languages and create the same article with translated content. Link or unlink articles from several languages with each other using plus or minus icon next to the languages. Make sure to define article to the right forum when you manage it as there could be multiple forums with the same language.

To view article on the frontend, use specific screen icon, located at the top-right of Agents navigation on article page.

Finally your knowledge base would be multilingual and articles would be seen only on related community portals that customers can switch. Even if customer got on article page of one language, he can switch to another language if there is documentation on it is available.

Is article helpful?