Embedded Help internationalization

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Embedded Help internationalization

    Embedded Help internationalization in ServiceNow Yokohama enables you to localize embedded help content into multiple languages to support global users. By default, embedded help content is written in English, but you can translate this content or create custom help content in any supported language that meets your organizational needs.

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    Working with Localized Embedded Help Content

    • To create or translate embedded help content, your session language must be set to the target language (e.g., French session for French content).
    • The language of embedded help content displayed is controlled via the Language field on the Embedded Help Queue [sysembeddedhelpqueue] table, allowing you to configure which language version appears.
    • If embedded help content exists in the user's session language, it is displayed automatically. If not, the default English content is shown unless configured otherwise.
    • A system property allows you to disable fallback to English content when non-English content is unavailable (default is enabled).

    Embedded Help Content Prioritization

    When users access embedded help in a non-English session, the system prioritizes content display as follows:

    1. Content in the current session language (if available).
    2. User-created content in the session language if official content is unavailable.
    3. Content based on version and role hierarchy if neither session language nor user-created content exists.

    For example, if French content for the admin role is missing, but French content for the itil role exists, the itil role content is shown before falling back to English admin content. This prioritization ensures users receive the most relevant localized help based on their session language and roles.

    Practical Implications for ServiceNow Customers

    • You can expand your service portal and platform usability by providing embedded help in multiple languages tailored to your global workforce.
    • Localization settings and language activation are essential to enable and manage translations effectively.
    • This feature supports a better user experience by delivering context-aware, language-appropriate help content, reducing user confusion and support requests.

    Embedded help internationalization provides the ability for you to localize your embedded help content to a variety of languages to meet global user needs. You can write your embedded help content in a language of your choice and decide what languages to display.

    Existing embedded help content records are written in English by default. You can translate the English embedded help content provided with the base system into other languages to meet your needs. You can also create custom embedded help content in the language of your choice.

    Understanding localized embedded help content

    To translate English embedded help content into another language or to create embedded help content in a language other than English, your working session must be configured to the language in which you want to write. For example, you must be working in a French session if you want to write embedded help content in French. Refer to Localization settings for more information.

    Configure embedded help content to display in the language of your choice by accessing the Language field on the Embedded Help Queue [sys_embedded_help_queue] table. Depending on the foreign language translations activated on your instance, you can choose which language to display your embedded help content.

    If embedded help content is available in a particular language and users are working in an instance with that language, they will see available embedded help in the desired language.

    Working with localized embedded help content

    When a user requests an embedded help content record, the associated embedded help queue record populates accordingly and the language specified in the embedded help queue record is set to the current session language.

    When embedded help content is available in a user's session language, content will be shown in that same language. If embedded help content is not available in the user's session language, than English content is shown. However, if you do not want to see English content in a non-English session, you can configure the sys_property to False (default is True).

    Embedded help content prioritization

    Displaying embedded help content in the user's session language takes priority over all other mechanisms, such as role, whether content is user-created, and the latest content version.

    When a user is in a non-English working session, the priority for embedded help content display is as follows:
    1. Working-session language (other than English) content displays, if available.
    2. User-created content displays when working-session language content is not available.
    3. Version-related content displays when working-session language and user-created content are not available.
    For example, if an admin user is in a French working session and requests embedded help content, but French content is not available for the admin role, the same-language content for a lower role is displayed if available.

    If there is no embedded help content for the French admin role, but there is content for the French itil role and English admin role, the French itil role takes priority over the English admin role. The French-language content will display at the itil-role level.