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Setting up the translation language for an agent

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.Agent_Preferred_Language_-_Admin_setup.pic_1.png

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
  1. Select Enter values with each value separated by a new line (shown below).Agent_Preferred_Language_-_Admin_setup.pic_3.png
  2. Enter the values of the locales being supported in the text box (example shown below).Agent_Preferred_Language_-_Admin_setup.pic_4.png
  3. Check Restrict picklist to the values defined in the value set (shown below).Agent_Preferred_Language_-_Admin_setup.pic_5.png
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).Agent_Preferred_Language_-_Admin_setup.pic_6.png
Default Value Optional (can be left blank)
New Custom Field (Filled out example shown below)Agent_Preferred_Language_-_Admin_setup.pic_2.png
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).Agent_Preferred_Language_-_Admin_setup.pic_7.png
8

Click on the Home tab next to Object Manager (shown below).Agent_Preferred_Language_-_Admin_setup.pic_8.png

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)Agent_Preferred_Language_-_Admin_setup.pic_10.png

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).Agent_Preferred_Language_-_Admin_setup.pic_11.png
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.Agent_Preferred_Language_-_Agent_setup.pic_1.png
4 The agent can now have conversations in the preferred language regardless of the Locale Settings.

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