Configure a default knowledge article authoring language for your organization

There may be times when your agents prefer to author knowledge articles in a language other than the language that is set for your organization. You can set a language for your organization, but then also give agents the ability to personalize it to their own choice. Agents can also change the language for different articles. Review the hierarchy as described in the table below.

Note

The settings you configure for knowledge article authoring on the Settings page won't apply when you create a knowledge article by converting a case. In such cases, the knowledge articles will be created in English.

Admin settings for KA authoring language (Knowledge settings page)

Hierarchy	Personalization preference	Configurations allowed
Admin	Language preference at the organization level	Set UI language Choose a language-locale combination from the lookup
Knowledge managers	Language preference at the individual author level	Set UI language Choose a language-locale combination from the lookup
Agent	Language preference at the individual knowledge base level	Override administrative settings and choose a language-locale combination from the lookup

The ability to override follows the hierarchy order at the individual articles, agent or knowledge manager, and then administrator.

You can set a default knowledge article authoring language for your organization in the Customer Service admin center or Customer Service Hub app by performing the following steps:

1. Go to the Authoring language section.

   Customer Service admin center

   1. In the site map, select Knowledge in Agent experience. The Knowledge page appears.
   2. In the General settings section, select Manage. The General settings page appears.
   3. On the General settings page, go to the Authoring language section.

   Customer Service Hub - Service Management (deprecated)

   Important

   The Service Management area in Customer Service Hub is deprecated. Use the Customer Service admin center app for admin tasks across Customer Service.

   1. In the site map, go to Service Management and select Settings in Knowledge Base Management. The Settings page appears.
   2. On the Settings page, go to the Knowledge articles authoring language section.

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2. Set the default knowledge article authoring language for the users.

Customer Service admin center

• Set the Enable default authoring language toggle to Yes.

Customer Service Hub

• Set the Set default knowledge authoring language for your users toggle to Yes.

3. If you want to set a default knowledge authoring language for your organization:

Customer Service admin center

• Select Other language and select a language from the Language dropdown.

Customer Service Hub

• Set the Use organization’s UI language toggle to No, and then select the language you want to use by searching for a language in the Select a language field.

5. Set the Allow users to set default knowledge authoring language toggle to Yes if you want to allow your users to set their default authoring language.

6. Select Save.

Personalize your language preferences for authoring knowledge articles

If your administrator has enabled language personalization, you can select your preferred language when authoring knowledge articles.

Note

Language settings apply only to knowledge articles that aren't created by converting a case. Converted knowledge articles are created in the default language setting of your organization.

1. In Customer Service Hub, go to Service > Knowledge > Knowledge Personalization.

2. Select the Authoring tab.

3. Do one of the following:

   • Set Use organization’s language value to Yes.
   • Select your preferred language from the dropdown list.

   Note

   At any point, you can only either set the org language or select a language from the list.

4. Select Save.

   When you create a new knowledge article, the default language you selected is used.

5. If you need to change the language for a specific article only, select the Summary tab, and then select your preferred language in the Language field.

6. Select Save.