Agent Preferred Language – Setup/Configuration

The Agent Preferred Language Salesforce feature, once set up by the Administrator, allows agents to define a translation language separate from the user language and locale.
Administrator Setup	Section One
Agent Configuration	Section Two

 Section One – Administrator Setup

Notes:

• One-time setup of the Agent Preferred Language feature, done by the Administrator.
• Once set up, this feature allows agents to define a translation language separate from their user language and locale in Salesforce.
  • The translation language overrides the user language.

Step

Action

1

Navigate to Salesforce org and go to Setup.

2

From Setup click on the Object Manager tab and look for the User Object.

3

Navigate to Fields & Relationships within the User Object and create a New field.

4

For Data Type, select Picklist then click Next. New Custom Field pops up.

5

Enter the following content in each field of the New Custom Field screen:

Field	Content
Field Label	Translation Label
Values	Select Enter values with each value separated by a new line (shown below). Enter the values of the locales being supported in the text box (example shown below). Check Restrict picklist to the values defined in the value set (shown below).
Field Name	Translation_Language Notes: Field Name is customizable. Translation_Language is used in this example. Another suggestion would be Preferred_Language.
Description	Optional (can be left blank)
Help Text	Optional (can be left blank)
Required	Optional (can be left unchecked)
Auto add to custom report type	Check Add this field to existing custom report types that contain this entity (shown below).
Default Value	Optional (can be left blank)
New Custom Field (Filled out example shown below)

6

Click Next, grant Fields to profiles then Next again, then Save.

7

Navigate to the field just created and copy the Field Name (shown below).

8

Click on the Home tab next to Object Manager (shown below).

Then in the Quick Find box look for Custom Settings and go to the Language I/O custom settings.

Notes:

• For Chat:
  • Language I/O Chat Public Settings
• For Cases:
  • Language I/O Response Public Settings

9

Within the custom settings click on Edit and look for the Agent Language Preference setting. Paste the field name of the Translation Language field. (Case example shown below)

Notes:

• Add this field to both custom settings if using both the Chat and Case Language I/O plug ins.
• When creating the language pick list, the Values can be the names of the languages; however, the API Name must match the locales mapped to a given consumer (example shown below).

Section Two – Agent Configuration

Notes:

• This allows an agent to choose a preferred language separate from the user profile language and locale in Salesforce.

Example: Agent is bi-lingual and speaks both English and French. Though the Salesforce instance is in English, the Agent prefers to communicate in French (native language). The Agent in this case, would choose French as the preferred language.

• The translation language overrides the user profile language.

Step	Action
1	When logged in Salesforce, click on the avatar on the top right corner.
2	Click Settings, then navigate to Advanced User Details.
3	Click Edit and look for the Translation Language Field. Notes: This is labeled what the field was called within the user object. In the example shown below, it is labeled Translation Language.
4	The agent can now have conversations in the preferred language regardless of the Locale Settings.