Configure a default knowledge article authoring language for your organization

Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only

There may be times when your customer service representatives (service representatives or representatives) prefer to author knowledge articles in a language other than the language that is set for your organization. You can set a language for your organization, and also give representatives the ability to personalize it. Representatives can also change the language for different articles. Review the hierarchy as described in the table below.

Note

The settings you configure for knowledge article authoring on the Settings page won't apply when you create a knowledge article by converting a case. In such cases, the knowledge articles will be created in English.

Administrator settings for knowledge article authoring language (Knowledge settings page)

Hierarchy	Personalization preference	Configurations allowed
Admin	Language preference at the organization level	Set UI language Choose a language-locale combination from the lookup
Knowledge managers	Language preference at the individual author level	Set UI language Choose a language-locale combination from the lookup
Representatives	Language preference at the individual knowledge base level	Override administrative settings and choose a language-locale combination from the lookup

The ability to override follows the hierarchy order at the individual articles, representative or knowledge manager, and then administrator.

You can set a default knowledge article authoring language for your organization in the Copilot Service admin center app by performing the following steps:

1. In the site map, select Knowledge in Support experience. The Knowledge page appears.
2. In the General settings section, select Manage. The General settings page appears.
3. In the Authoring language section, set the Enable default authoring language toggle to Yes, to set the default knowledge article authoring language for the user.
4. If you want to set a default knowledge authoring language for your organization, select Other language and select a language from the Language dropdown list.
5. Set the Allow users to set default knowledge authoring language toggle to Yes if you want to allow your users to set their default authoring language.
6. Select Save.

Personalize your language preferences for authoring knowledge articles

If your administrator has enabled language personalization, you can select your preferred language when authoring knowledge articles.

Note

Language settings apply only to knowledge articles that aren't created by converting a case. Converted knowledge articles are created in the default language setting of your organization.

1. In the Copilot Service workspace application, select Knowledge Personalization in Service.

2. In Personalization, and select the Authoring tab.

3. Do one of the following:

   • Set Use organization’s language value to Yes.
   • Select your preferred language from the dropdown list.

   Note

   At any point, you can either set the organization's language or select a language from the list.

4. Select Save.

   When you create a new knowledge article, the default language you selected is used.

5. If you need to change the language for a specific article only, select the Summary tab, and then select your preferred language in the Language field.

6. Select Save.