Creating country-specific article variants allows you to deliver localized and culturally relevant content to audiences across different regions. By tailoring articles for specific countries while maintaining a shared base version ensure consistency while accommodating regional differences. This approach not only enhances reader engagement but also improves global content management efficiency.

Prerequisites for creating country-specific articles:

• View and Create permissions under the Knowledge Base section of the Service Cloud module.

• View permission under the Knowledge Base Language Setting section of the Service Cloud module.

• Relevant Knowledge Base Category hierarchy.

• Language Settings with the required country-language mapping and groups. Refer to this page to create Language Settings.

Follow these steps to create country-specific Knowledge Base articles:

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1. Navigate to Knowledge Base on the Launchpad. This will open the Knowledge Base homepage.

   

2. Click the Create Article button at the top right of the page to open the Create Article page.

3. Fill in the required fields on the Create Article page. Fields marked with a red dot are mandatory. Below are the descriptions of the fields on this page:

   

   1. Title: Enter the title of the article. (Required)

   2. Category: Choose the Knowledge Base category or sub-category where the article should be created. If you have already navigated to the desired category and then click the Create Article button, the Category field will automatically populate with the current Category location. (Required)

   3. Content Sub Type: Select Article. (Required)

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   4. Language Setting: Choose the appropriate Language Setting from the list to apply to the article. Only one can be selected. (Required)

      Note: The Language Setting field is accessible only when the Category field is populated.

   5. Countries: Choose the countries or groups for the article. The available options will depend on the Language Setting you selected.

   6. Base Language: Select the base language for the article. The available options will depend on your selection in the Countries field.

   7. Translate To: Choose the language to which the article should be translated. This field is automatically populated based on your selection in the Countries field. You can remove any auto-populated options if they are not needed. However, you cannot select languages that are not configured in the chosen Language Setting.

      

   8. Content Template: Select the required Content Template.

   9. Tags: Select the appropriate tag(s) for the article.

4. Click the Save button at the bottom right of the page to create the article with specified configurations.

Create New Country Variants of Existing Articles

After creating an article, you can update its country, base language, and translations according to the Language Setting selected during article creation.

For example, if the selected Language Setting includes the countries India, Sri Lanka, Belgium, and Thailand, and you chose India and Belgium while creating the article, you can later modify it to also include Sri Lanka and/or Thailand.

To make additional countries available beyond those in the current Language Setting, you must update the Language Setting configuration. Any updates made to this configuration after article creation will automatically reflect in the article’s settings.

Follow these steps to create new country variants of existing articles:

1. Navigate to Knowledge Base on the Launchpad. This will open the Knowledge Base homepage.

   

2. On the Knowledge Base homepage, click the vertical ellipsis (⋮) icon next to the required article. This will open a list of options.

3. Select Edit Article from the list. This will open the article editor.

   

4. Click the Country Group section at the top left of the toolbar. This will show the list of countries already configured for the article.

   

5. Click the Add Country Group button to open the Add Country Group dialog box.

6. Fill in the required fields in the Add Country Group dialog box. Fields marked with a red dot are mandatory. Below are the descriptions of the fields on this page:

   1. Country: Select the country for which you want to configure. (Required)

   2. Base Language: Select the base language to be applied for the selected country. (Required)

   3. Translations: Choose the languages in which the article should be translated.

      Note: The article's base language cannot be selected as a translation language.

      The country and language marked with the Thumbnail icon indicate the article’s base country and base language.

   4. Copy content from base article: Enable this toggle to copy the content from the base version of the article to the new variant.

7. Click Save to create the new country variant.

This completes the process of creating a new country variant of an existing article.