As of package versions 2.x, Unbabel introduced two new components for managing knowledge article translations directly from the article record page: Submit Translations and View Translations. The components use a logic that doesn't depend on a queued apex job running periodically to request translations, but rather interact with Unbabel's api directly. 

Using the new components is recommended, as you will benefit from improvements affecting TAT, error handling and an enhanced UI. However, the queue/apex logic remains available for the time being, and the process to it to request translations is described here.

Request a Translation Using Unbabel Custom Component

To request a translations using the new component, follow the steps below:

1 - Open the article which you wish to translate to display the Knowledge record page. It is only possible to translate one article at a time.

2 - Click Unbabel Translation. If the button is not visible, ask your system administrator to add it to the Knowledge article page layout.

3 - Select the target languages you wish to translate to by checking the box to the left of each one.

4 - Select the brand for each language (optional) - if you have not configured different brands, you will only see the default option.

5 - Click Submit.

Once clicked to submit, all translations with a status different than "Translated" will generate new Translation Requests.

You will receive a notification once the translation is delivered and the article is updated. Any failed deliveries will also generate a notification.

You can also monitor the status of your translation requests using the Submit Translations (Unbabel Translation) button and View Translations custom component.

Expected behaviour

• Unbabel Translation is available only on the article record page and operates at the individual article level.
• The fields to translate are defined in Unbabel KB - Configuration Menu.
• Translations can only be requested from the primary-language article.
• Translations are always based on the most recent version of the primary-language article.
• While the translation is in progress, a draft article is created with the source-language content. This content is automatically updated with the target language translation once it is delivered.
• The publication status of the translated article matches that of the source article.
• Translation status tags reflect the status of the most recent translation request with the relevant article ID. 
• If no translation request is found, the translation status tag defaults to ‘Not Translated’.
• A retry button is enabled in Submit Translations (Unbabel Translation) and View Translations when the corresponding translation request status is ‘Request Error’. 
• On retry: if the previous translation was received, the system attempts to fetch it and update the article. Otherwise, it sends a new request to the backend using the same brand selection.
• Translations can only be requested for languages with no ongoing translation request. If needed, this constraint can be bypassed by deleting the current draft for that language.

Legacy - Creating requests via Unbabel queue and apex job

Requesting the translation for an article resembles assigning the article to translation to any Salesforce KB in-house user, only you will be assigning it to a queue that automatically calls the Unbabel platform from time to time. Imagine there's a queue made of magical users that seamlessly return your translations done in no time, while guaranteeing the highest standards of quality.

Sending an article for translation is easy. Just follow these steps:

1 - Navigate to your Knowledge tab, or your corresponding view that lists your existing articles.

• You have the option of selecting a single specific article. You will be able to see the publication status, along with other article information. Under View Translations, you can confirm how many versions of the article exist. Each article will have a default translation, corresponding to its original language. This can be changed at any moment.

• alternatively, you can multi-select several articles to submit at once.

In both cases, you need to click Submit for Translation to continue the request. The rest of the flow is the same in one case or the other.

2 - A table with the summary for the request will appear. You can check the languages you wish to translate to, which will default to the assignee determined in the language settings.

You can:submit different articles to different queues (ex: some to Unbabel, some to a human user). To change the assignee, click the cross icon in the field, select User or Queue, and type the name of the user/queue. Results may not appear until the text you enter matches an existing one.

3 - Check the Send email notifications to assignees checkbox.

4 - Click Submit.

If you're requesting the translation for multiple articles, note that the selections made before submitting apply equally to all of them.

Your translations are requested! You will see that the article will now have new versions in the languages you selected in draft mode, assigned to the Unbabel queue. While the translation is ongoing, these drafts are simple copies of the original, but once it finishes, the article will update with the translated content.

Once received, the draft remains assigned to the Unbabel queue. You may need to assign to yourself before publishing the translation. While you can publish or maintain the original version published, please refrain from doing it for the translated versions before the translation is finished.

Never publish a draft article in a translated language that is still pending translation. A published article cannot be updated via the api and the delivery of the translation will fail if you do.