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Installation of Language I/O Response within Salesforce

This article is intended for Salesforce administrators responsible for installing and configuring the Language I/O Response add-in for automated case translation.

  1. Contact Language I/O Support at linguistnow_support@languageio.com to get an account setup for your company. You will be sent your Language I/O Consumer ID and your available translation types. These will be used later in the process. Language I/O will need the username, password, and security token for an account with permissions able to modify Cases and objects used by cases such as case comments and email drafts. This user will definitely need API access at all times for translations to be pushed in, but regular login access can be blocked for security if needed.
  2. Install the package from the latest URL below depending on whether you are using a Sandbox or Production org. Begin by logging into the instance of Salesforce you wish to use. Visit the install link in the same browser and select "Install for all users".
  3. If you don't already have a predefined locale or language field for Cases in your org, add a custom field to the Case object by going to Setup > Customize > Cases > Fields. Name this field something intuitive like "locale" or "language." This will be the field used for setting the language/locale for the Case via a defined workflow or by Language I/O through language auto-detection. If you do not setup a workflow to populate this field on your side, the Language I/O server will set it automatically when that field is left empty during a translation request to the Language I/O service. 
  4. If you need to setup an HTML form to test case creation in a test org, you can Enable Case Feed by going to Customize > Self Service > Web-To-Case and enabling it.
  5. Next we'll walk through the configuration options available with the Language I/O Case translation app. To access these settings navigate to Setup > Develop > Custom Settings > LinguistNow. Click "[Manage]". An example of this page can be seen below. Underneath the screenshot is a description of each configuration option.

case_config_settings_1_2019.jpg

*You'll see the term "LinguistNow" in the configuration options. This is not a third-party. This is what Language I/O formerly called our translation service offering. We have since moved away from the term LinguistNow to avoid confusion, referring to all of our apps and services as Language I/O. However we haven't completely eliminated it on the development side.

  • LinguistNowCommentHumanOrMachine: For configurations that involve agent posting to communities and forums, the Language I/O comment widget has to be used for the agent's response translations. Either machine or human must be entered into this field to tell the service whether to employ machine or human translation of the agent's response when it is entered as a comment. This is not for agent responses from the standard visual editor. 
  • LinguistNowConsumerId: Set this field to the ID received in step 1. This field is soon to be deprecated if it's not already - but it will never hurt anything to add your consumer id to this field for completeness.
  • LinguistNowDescAndActivityHumanOrMachine: This field tells the service whether to employ human or machine translation services for incoming customer content. For security reasons, this should always be set to machine unless your company is comfortable with the risk that human linguists will be translating customer generated content, which is far more likely than agent-generated content to contain embedded personal data. Review the Language I/O policy on personal data embedded in CRM content before you switch this field to human.
  • LinguistNowEmailDraftHumanOrMachine:This value can be set to either human or machine and will tell the service which of these types of translation services to employ for translation of agent responses entered into the standard visual editor. Because agent responses can be controlled by the company and can always exclude use of personal data, it is more safe to employ human translation services for agent response translation. Review the Language I/O policy on personal data embedded in CRM content before you switch this field to human.
  • LinguistNowEmailTextOrHtml
  • LinguistNowLocaleFieldName: Set this field to the field name created or chosen in Step 3 above. Ensure that __c is appended to the end as shown in the screenshot.
  • LinguistNowStatusOnPending: Translation status messages coming from the Language I/O server will display in the Case unless those values are overwritten here and/or in the next field. If a custom status message is entered here, this is the status that will display when a translation has been requested but the translation is still pending - as can be the case for a few minutes with human translation requests. So "Translation pending" would be appropriate.
  • LinguistNowStatusOnUpdate: Translation status messages coming from the Language I/O server will display in the Case unless those values are overwritten here and/or in the previous field. If a custom status messages is entered here, this is the status that will display when a requested translation has been pushed back into the Case. "Translation complete" would be appropriate.
  • LinguistNowUrl: This is the url of the Language I/O server that this app is configured to hit. Unless otherwise instructed, this field should be set to https://golinguist.com/linguistnow/resources/
  • LinguistNowRetranslateHumanOrMachine: This field tells the service whether to employ human or machine translation services for retranslation requests of customer content. For security reasons, this should always be set to machine2 unless your company is comfortable with the risk that human linguists will be translating customer generated content, which is far more likely than agent-generated content to contain embedded personal data. Review the Language I/O policy on personal data embedded in CRM content before you switch this field to human. But if this field is set to machine2, the Language I/O service will use a secondary machine translation engine - not the one that was used for the original translation of the customer thread. This allows the agent to see a different translation, without taking the risk of sending customer-generated content to human linguists.
  • LinguistNowPostHumanOrMachine
  • Set LinguistNowEmailTextOrHtml to "html" if you would like full html sent or "text" if you would plaintext.
  1. Ensure the Language I/O server is added to the safe servers list in Setup > Administer > Security Controls > Remote Site Settings. Add "https://golinguist.com" to remote sites.
  2. Add the email draft control to the page by going to Setup > Build > Customize > Cases > Page Layouts > Edit feed view layout. Then adding a visual force page of "Linguistnow_TranslateDraftPlugin" set to 250px and move into a column.Screen_Shot_2017-11-06_at_3.27.56_PM.png
  3. For Description/comment component: Edit detail view layout > Add new section and component inside that section. Add the LinguistNow_CaseTranslatePlugin. Click the wrench icon on new plugin and check the box for "Show scrollbars". Set the height to 200px and click OK.
  4. Screen_Shot_2017-11-06_at_3.25.24_PM.png
  5. If email drafts are not enabled on the site: Enable email drafts in the case feed by navigating to Setup and entering "Support Settings" in the Quick Find box. Select Support Settings and click Edit. Select Enable Email Drafts and click Save.
  6.  User permissions for the API user Language I/O uses to connect must have permissions to access the following:  All objects installed with Language I/O, Account, Case, CaseComment, EmailMessage,Name, OpenActivity, Task. Also Email to Case for some features.

Screenshot of permissions required:

Screen_Shot_2017-11-14_at_4.05.13_PM.png

Screen_Shot_2017-11-14_at_4.05.36_PM.png 

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