Use the Cross-Lingual Search

You can supplement the search results in one locale by opening other locales at the same time. We call this a cross-lingual search.

For example, a customer agent asks a question in Spanish but the Spanish locale returns few search results. The agent then selects the English locale to see if it provides more results, and the application returns search results from both the Spanish and English locales. In most cases the Spanish results would rank higher than the English results in the list because presumably they would match the question most directly, but if the English results provide better answers, then they would rank higher.

When you use the cross-lingual search, keep in mind that it doesn’t include grammar rules, so if, for example, you submit the English word shop in a Spanish locale, the Spanish locale returns only results that match shop, not shopping or shopped.

Use the following procedure to open additional locales for cross-lingual search.

1. Create or open an incident.

2. Click the Knowledge button.

3. At the Search Knowledge Base panel on the Knowledge page, click the Language button and select the languages you want.

   You see the search results from all the selected locales.

What if I don’t see the locale I need?

If you’re looking for a specific language that doesn’t appear in the list of languages, it may be restricted for some reason. Contact your administrator to unrestrict the language.