Definition
In Salesforce Knowledge, a translated version of a knowledge article that has been published and made available to users in the target language, part of the multi-language knowledge base feature.
Real-World Example
a business analyst at Clearwater Inc. recently implemented Published Translation to improve how the organization tracks relationships and interactions. By setting up Published Translation properly, the team gains better visibility into their customer base, which leads to more informed decisions and stronger customer relationships across the board.
Why Published Translation Matters
In Salesforce Knowledge, a Published Translation is a translated version of a knowledge article that has been published and made available to users in the target language, part of the multi-language knowledge base feature. Each article can have translations in multiple languages, with each translation going through its own publishing workflow. Published translations appear to users in their language preference alongside the original.
Multi-language Knowledge is valuable for global organizations serving customers in many languages. Without it, customers get English content even if they prefer other languages, hurting experience and self-service effectiveness. With it, each user sees content in their preferred language. Mature global Knowledge programs invest in translation workflows, quality control, and keeping translations in sync when source articles are updated. This is nontrivial work but valuable for global customer experience.
How Organizations Use Published Translation
- •CloudNine Solutions Global — Publishes knowledge articles in 8 languages, with translation workflows to keep all versions current.
- •Vertex Global — Uses translation management to ensure customers in each region see knowledge in their language.
- •NovaScale International — Treats translation quality as part of the customer experience investment for global markets.