Using the Language I/O Answer Translation Add-In for the OSC Agent Desktop

The Language I/O Agent Desktop Add-In for Answer translation in Oracle Service Cloud lets users:

  • Select one or more articles for translation inside the Answer Workspace
  • Launch a translation project
  • Track the progress of that project through its life cycle
  • View the translated articles once they are automatically pushed back into siblings of the source article inside Oracle Service Cloud.

There is a short video demonstrating app usage here.

In this article we provide usage information for content managers and editors who will be submitting Answers for translation via the Language I/O add-in for the Agent Desktop.

1. Log in with a properly configured user and navigate your Language I/O-enabled Answer report. In the below screenshot, we have named this report LIO Answer Translation Report.

2. Do any relevant filtering/searching in the subsequent search view and click on the Search button.

3. Using Shift+Click and Ctrl+Click, select the articles you want to translate. Only articles in the source language configured for this instance of the Language I/O add-in (English articles in the below example) can be selected for translation. For more information about configuring your source language, view this article.


4. Launch the project creation dialog. You can do this either by right clicking on a selected area in the report or by clicking on the Language I/O Batch Translate button in the navigation ribbon, as shown in the screenshot below. 


5. The Language I/O pop-up will appear. Enter a Project Name, remove any mistakenly added articles from the list by de-selecting them, and select the target languages, or languages you are translating into (using Shift+Click and Ctrl+Click). In this example we have created a project called "OSC Answer Translation March" and we have selected three US English articles to translate into French, Japanese and Spanish.

6. Click the Send Translation Request button highlighted in the above screenshot. 

7. As shown above, if your user permissions were properly set and the add-in was properly configured, you will see the "Your request was successful." message at the top of  the dialog along with other logging output to validate important aspects of the translation project.  If the configuration was not properly done, you will see errors in the logging area and you'll need to revisit this article.

8. You can now login to the Language I/O Project Portal to validate the project. Here you can also remove mistakenly added articles and regroup them into new projects if needed. You can also track the status of your translation project in this portal. To login, Navigate to the Language I/O portal at and click on the Project Administration link. You will now be prompted to login - do so with the the portal credentials provided by your Language I/O Account Manager. The landing page will be the Unassigned Articles page. Click on the View Projects link in the upper right-hand corner to see a list of your current projects. 


9. From this view you can delete a project that has not yet started by selecting the check box to the left of the project and clicking on the Delete button. The articles in any deleted project will be moved to the Unassigned Articles page. To view all articles in a project click on the view link next to your project as shown in the above screenshot. 


The articles list view shown above allows you to remove individual articles from the project by selecting the check box to the left of the article and clicking on the Remove from Project button. If you do this the article will be moved to the Unassigned Articles page, or the landing page.


10. On the Unassigned Articles page you can select articles not currently assigned to a project and add them to a new project. Once a any project has been completed by Language I/O, you will receive an email notification. You can now log back into the Oracle Service Cloud Agent Desktop and the translated articles will have been automatically pushed into the correct sibling Answer. All translatable pieces of the Answer should be translated into the target language(s). If you have setup link-rewriting rules with your Language I/O team, all links embedded in the translated article - whether they are links to screenshots, related Answers and other resources - should also be localized, as shown below.





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