Recent searches


No recent searches

Proposal for a simple multilingual content creation workflow



image avatar

Jacob the Moderator

Zendesk LuminaryCommunity Moderator

Posted Aug 18, 2017

Background

We do Customer Service for our online and physical store customers in 4 countries - Denmark, Sweden, Norway and Finland. We want to take advantage of self-service options using Help Center and Web Widget.

Our focus is on quality, ease of use and a short route to publication. Multilingual content creation can be a painfully slow process, so we hope to optimize a workflow that can drive our self-serve strategy for years to come.

Teams

Agents dealing with end users directly in their local language on multiple channels (among them chat, email and Facebook) will be the primary contributors of new content. Drawing on their immediate relation to end users and their experience they will actively be scanning for potential deflection opportunities.

Quality assurance team verifying content is relevant, formatted correctly, contributing localized content and ready for publication. There is a team member responsible for each language / country.

Article template

For the moment we have only one article type, a Q & A format designed to deliver brief to the point resolutions for common questions.

We have a template with the content structure in place and translated for all languages, we use English as the source language since it is understood by agents for all languages. 

We use H1 headers for the Question and Answer parts for them to stand out clearly in the web widget (the size formatting in HC will not have the same effect). Other settings of the template are:

  • State: draft
  • Open for comments: deselected
  • Promote article: deselected
  • Labels:
    • needs_review_da,
    • needs_review_se,
    • needs_review_no
    • needs_review_fi
    • and KCTemplate.

Help Center Lists

List for each language is created, it is simply a filtered search that looks for any content containing the local need_review label.

Hat tip to Joel Hellman for thinking up this Label + List scenario.

Workflow

Agent:

  • An agent uses creates a new article from the knowledge template
    • Writes the English and their localized version of the article
    • Select a specific "Draft article" section and saves article.

Quality assurance team:

  • Routinely (maybe weekly/monthly) check for newly submitted content by visiting their List*.
  • Review, and possibly modify, the English content and contribute their own localized version.
  • Remove their language needs_review label and saves article.
  • If their label is the last to be removed, i.e. all localized content is in place and verified, they will publish the article to its proper section.

Thoughts

We have not put this setup to the test in reality just yet, so I'm very interested in any thoughts on improvements you might have.

Other workflows for ensuring our content is reviewed and kept up to date will also need to be put in place.


0

7

7 comments

image avatar

Dan Cooper

Community Moderator

I like the tag idea. Great write up!

0


image avatar

Jacob the Moderator

Zendesk LuminaryCommunity Moderator

Me too, that part was all Joel Hellman's brilliance ;-)

0


Interesting to hear about multi-language needs. Thank you for sharing Jacob! 

0


Hello Thread!

 

Is this something that is available to ZenDesk users, or is this something Jacob has created? This is really great! Would like to know how we could start utilizing it too!

0


image avatar

Brett Bowser

Zendesk Community Manager

Hi Ricky,

We do allow the ability to set up multiple languages in your Help Center as mentioned in the following article: Configuring your Help Center to support multiple languages (Guide Professional and Enterprise)

If you're looking to submit articles for review, there has been a new Team Publishing feature released for the Guide Enterprise plan that will accomplish what you're looking for.

I hope the above information helps!

0


Hi Brett!

Thank you for replying back to my comment. This does help, but I do have a more specific need I didn't convey.

Essentially, I'm researching ways to incorporate uploading a proposal to be sent. I see that ZenDesk Sell can help with this as well as numerous third-party applications.  We don't anticipate adding on the Sell CRM but do need this function so we may need to obtain one of the third-party apps.

Add to that, we use ZenDesk globally so we would like a feature that could possibly translate said proposal to the proper language and copy edit versus manually translating the proposal each time.

Kind of a big ask, but any insight would be greatly appreciated as we review options!

 

0


image avatar

Brett Bowser

Zendesk Community Manager

Hi Ricky,

I'm not aware of any Zendesk integration that will automatically translate these proposals to the proper language. If you're looking into a 3rd party integration you may want to reach out to their Support team directly to see what capabilities their app has. It's possible the app will already accomplish what you're looking for or it can work alongside another integration within our App Marketplace.

If you're unsure who to contact regarding the integration you're viewing you can navigate to the app page in our marketplace and there should be a website or email address listed.

Hope this helps!

0


Please sign in to leave a comment.

Didn't find what you're looking for?

New post