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Using LinguistNow Help for Oracle Service Cloud

The LinguistNow HELP Translation Request Add-In allows RightNow content editors to submit translation requests as soon as they’ve updated RightNow Answer content.

The control itself is a simple Translate button that can be placed anywhere within the Answer Workspace.

When clicked, the control opens a dialog window which allows the user to select the languages/locales for which translation is requested. All language interfaces installed in your RightNow instance are listed for selection and all are selected by default.

When the Send Request button is clicked, the request is formatted and sent based upon configuration elements associated with the user’s RightNow profile. The status of the request is displayed in the window. On the LinguistNow side, the request data is used to pull down all localizable pieces of that answer via RightNow APIs and to package the translatable content for delivery to the linguists.

When the content translation is complete, a Language I/O project manager uploads the translations into LinguistNow and they are automatically pushed back into the RightNow platform via the RightNow APIs.

The Translation Process

Once the translation request is submitted, there is nothing left for the user to do. However, there are a number of setup steps that must be completed in advance of any translation request, with your Language I/O project manager, to ensure that the process goes smoothly. 

HTML Re-Writing Rules

Rules are used by LinguistNow to perform locale-sensitive parsing of the English HTML before the Answer content is translated. Specifically, English Answers often contain links to other English Answers, links to image files containing English text, links to English video resources and links to your English, corporate website. If all Language I/O did was to translate the content of an English Answer, the translated versions of that Answer would still link to English versions of all the aforementioned resources. Language I/O will work with you in advance to:

a.) identify all of the English resources that your English Answers currently link to

b.) create rules that allow LinguistNow to automatically re-write those links so that the French version of your Answer links to French, not English, resources.

These “rules” are regular-expressions based and the client-specific file that LinguistNow reads in looks something like the below. The below is an example of the rules used to re-write links to Surveymonkey’s English corporate website so that translated Answers link to the language-specific version of the Surveymonkey corporate website. In this section, the rules are explained however their creation is handled entirely by Language I/O engineers.

Each rules file has five, tab-delimited columns. Each of these columns is used when the application is parsing HTML content.

  • The first column contains a RightNow language ID. In the above example, the application sees 9 and understands that this rule applies only to French answers because 9 is the RightNow ID for the French locale.
  • The second column, which contains <[aA]\b[^>]+> in the above example is a regular expression that tells the application to search for all anchor tags embedded in the HTML content of the answer.
  • The third column is the exceptions column. If a detected anchor tag contains the exception pattern within the tag, that tag is left alone. If it contains the value ‘0’ (without single quotes), no exceptions exist for this pattern.
  • The fourth column is a regular expression that is used to find the portion of the anchor tag that LinguistNow should rewrite.
  • The final column contains no regular expression syntax, only the replacement text for portion of the anchor tag that we want to rewrite. So using the first rule as the example, if we are creating the French localization package (9) and within the Answer text we find an anchor tag that contains http:\\surveymonkey.com inside the href attribute of the anchor tag, and it does NOT contain ‘/s/’ in the href portion, we will replace the http:\\surveymonkey.com portion of the tag with http:\\aide.surveymonkey.com. In this particular example, this replacement process ensures that the answer links to French web pages within the SurveyMonkey website.
  • For more information about the regular expression syntax supported within LinguistNow HELP rules files, look at the util.regex documentation.

The Overall Process

There are a number of changes that LinguistNow makes during the pull/push process of which clients need to be aware.

When English Content is Pulled From RightNow

When a Client hits that “Translate” button in the Answer workspace and the request for translation is sent to LinguistNow, LinguistNow receives the ID of the answer that should be translated along with all of the languages into which the Answer should be translated. The following then occurs:

  1. A Language I/O project manager reviews the translation request and authorizes LinguistNow to pull English content for translation.
  2. LinguistNow queries RightNow to determine whether foreign-language siblings already exist for that English answer for all languages submitted with the translation request.
    1. If the siblings do exist, LinguistNow records the IDs of the foreign-language siblings so it knows where to push the translated content.
    2. If the siblings do not exist, LinguistNow automatically generates sibling Answers for each language included in the translation request. Those sibling Answers are set to Private status and contain no content, other than the original English summary.
  3. LinguistNow pulls the English Answer content from RightNow and writes it to language-specific, translatable files (localization packages). During this process it also parses the HTML in those localization packages and applies any rules that were created for the client, as discussed in the previous “rules” section.
  4. Once the language-specific, localization packages are created by LinguistNow, a localization package is sent to a linguist for each language included in the translation request.

When Translated Content is Pushed Back Into RightNow

The length of time that elapses from the moment a user pushes the “Translate” button to the moment the translation is pushed back into RightNow depends upon how much content is requested for translation. Requests of 2,000 words or less are generally turned around within 48 hours, barring questions. Anything more than that will be estimated by your project manager.

Once the linguists return their translated localization packages to the Language I/O project manager, the following steps are executed.

  1. The Language I/O project manager loads the translation packages into LinguistNow.
  2. The Language I/O project manager specifies the following for Answer access level and status:
    1. In the LinguistNow configuration window, the project manager is presented with a list of all access levels and statuses that exist for the client’s RightNow instance. The project manager can select a specific access level and status that the translated answers will be set to when pushed back into RightNow.

He or she can alternatively choose to set no explicit status and access level and let the translated answers inherit the status and access level of the original English Answer.


**It is important that you let your Language I/O project manager know what the status and access level should be for the translated Answers.** 

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