Businesses utilizing Salesforce can create their own knowledge database from which their end-customers, internal agents and business partners can turn to for information. This feature is called Salesforce Knowledge. This post will give a brief background on Salesforce Knowledge, and explain how draft translations work.
What is Salesforce Knowledge?
Salesforce Knowledge is a collection of helpful articles written about a particular company and its products and services. Companies using Salesforce can utilize Knowledge to upload self-help articles about their services. This Salesforce feature builds an information base and acts as a help center. The company’s end-customers and prospective clients can access it for any queries or concerns they might have. Think of it as a self-service support information center for the company’s clients.
Overview of how Knowledge Works
Once Salesforce Knowledge is set-up, administrators may start creating helpful articles and import them to the Salesforce system. They can then categorize these articles, dictate how they can be searched by end-users, add reference links, customize the articles further, and create a multi-lingual knowledge base by using Translations.
Draft Translation in Salesforce Knowledge
Articles created on Knowledge can be translated to another language to cater to customer’s multi-lingual needs. Multiple languages can be enabled under the Knowledge settings.
Article drafts can be translated in the Article Management tab prior to publishing them. Unpublished drafts can be submitted for translation using the Draft Translations selection.
- Navigate to the View Area and select Draft Articles.
- Click the Translations tab and select Draft Translations. Users can filter the draft translations according to those assigned to them, those who are under the translation queue, or those drafts under the entire organization.
- Select the draft article and click on Edit.
- Enter the translation, then click on Save.
Note that there is a separate tab for translating already published articles. The Draft Translations selection is exclusively for articles marked as drafts and are not yet officially published in the company’s websites.