What is the problem?
After you click the Create knowledge button, Knowledge Capture app lists article templates following default language only, even when these templates have been translated to other languages previously.
Why is it a problem?
It is a problema because our agents, who see Support with a non-default language, are not able to understand what those templates are for.
How do you solve the problem today?
The possible workaround we came up was leaving the templates title in all languages, separated by pipe. Even though, leaving templates body like that is awful! So we decided keep listing on the default language only, unfortunately.
How would you ideally solve the problem?
- Listing article templates following the KC selected language.
How big is the problem?
- Business impact: it reduces agents productivity.
- Frequency of impact: half of our agents.
- Who is impacted: all our agents who see Support with a different language from the default one.
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