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Knowledge Article not returned in global search results if article and user language is different

Date de publication: Oct 13, 2022
Description

When users attempt to Search Articles in the Global Search Box and the Knowledge Component they may find that an expected article is not returned if it's only published in a language that does not match their user language. For more details on how to set a User's Language see Edit Your Language and Locale Settings.

If your organization is configured to Support Articles in Multiple Languages and the impacted user's language is an Active Knowledge Base Language, then it would be expected for the global search box to only return article results that match the user's language by default.

Unless article language is specifically specified in the search filter, the article search results are filtered based on users language setting
 
Résolution


In a Multilingual Knowledge Base ensure that articles are either created or translated for each of your active languages to ensure relevant article results are returned for users with differing languages.


To Search Articles in the Global Search Box and the Knowledge Component that do not match a user's language:

 

In Lightning Experience:

  • Type in or select Knowledge in the combobox in front of the search input
  • Click the "Advanced Search" link that appears below any recent results
  • Change the Language filter accordingly
 

In Classic:

  • Go to the Knowledge Tab
  • On the filters, you can change the Language accordingly. (besides the filter "Published)

For more detailed instructions see the Lightning Design System Global Search documentation.

SOSL:

A SOSL query on the Knowledge object with default to the users Language on their profile, for instance, if User John Smith has Locale set to English(UK) but the Language is set to Enlish(US), then SOSL will return results based on matches to English(US).

Sample Query:

FIND {test*} IN ALL FIELDS RETURNING Knowledge__kav(Id, ArticleNumber, title, PublishStatus, Language)

If the system administrator or a user wants to find a specific article with a language say for instance en_GB, then you would run the following query in Developer Console

FIND {test*} IN ALL FIELDS RETURNING Knowledge__kav(Id, ArticleNumber, title, CC_Answer__c, CC_Question__c, PublishStatus, Language WHERE Language='en_GB')

See Also:
Communities article search only returns articles in the User's default language
Draft articles do not appear in Global Search


Known Issue:
Lightning global search does not include Knowledge entity as part of the top results searched
 
Numéro d’article de la base de connaissances

000389857

 
Chargement
Salesforce Help | Article