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Installation of Language I/O (LIO) Case for Salesforce (SF)

This article is intended for SF Administrators responsible for installing and configuring the LIO Case add-in for automated case translation.

 

Install The Package

  1. Contact LIO Support at support@languageio.com to get an account setup for your company. You are sent a set of API credentials that you add to the named credential as shown below.
  2. If using human translation, LIO needs the username, password, and security token for an account with permissions allowing the user to modify cases and objects used by cases such as case comments and email drafts. This set of credentials requires API access at a minimum for translations to be pushed from the Language I/O server back into Salesforce, but once app installation is complete, regular login permissions can be removed from these credentials for security purposes.
  3. Install the package from the latest URL below depending on whether using a Sandbox or Production org. Begin by logging into the instance of SF to be used. Visit the install link in the same browser and select "Install for all users". The latest version is Release 2.24.

Create a Named Credential

After receiving the credentials from LIO, a named credential needs set up.

  1. In Setup, enter "Named Credentials" in quick find box.
  2. Click on Named Credentials and New.
  3. Enter Label, Name, and URL as shown below.
  4. Select Named Principal ad Identity Type, and Password Authentication as the Authentication Protocol.
  5. Fill in Username and Password provided by Language I/O.

SF_named_credential.png

General App Setup & Customization

  1. If there are not predefined locale or language field for cases in your org, add a custom field to the case object.
    • Go to Setup > Customize > Cases > Fields.
    • Name this field something intuitive like "locale" or "language."
    • This is the field used for setting the language/locale for the case via a defined workflow or by LIO through language auto-detection.
    • Note:
      • If a workflow is not set up to populate this field, the Language I/O server sets it automatically when that field is left empty during a translation request to the Language I/O service.
  2. If a setup is needed for an HTML form to test case creation in a test org:
    • Enable Case Feed by going to Customize > Self Service > Web-To-Case then enable it.
  3. If email drafts are not already enabled on the site, enable email drafts in the case feed:
    • Navigate to Setup and enter "Support Settings" in the Quick Find box.
    • Select Support Settings.
    • Click Edit.
    • Select Enable Email Drafts.
    • Click Save.
  4. 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
    • Email to Case for some features.

Custom Settings

  • From Setup/Custom Settings, a system administrator creates the Default Organization Level Values for Language I/O Response Public Settings.
  • Enter “Custom Settings” in quick find box.

SF_custom_settings.png

  • Click “Manage” to the left of Language I/O Response Public Settings.
  • Click New to create a Default Organization Level Value.

SF_LIO_response_public_settings.png

 

Example of Settings (shown below)

SF_LIO_response_public_settings_-_EXAMPLE.png

 

To configure different custom settings based on profile or user:

  • Click New below the existing custom settings.
  • If there are no existing custom settings:
    • Click on the second New button that is below the Default Organization Level Value. 

SF_LIO_response_public_settings_-_New.png

Notes:

  • There is a Location field with a drop down menu option.
  • There is the option to assign the custom settings based on User or Profile.
  • There can be multiple different custom settings from multiple profiles or users. 

SF_LIO_response_public_settings_-_Edit.png

Listing of the Configuration Items in the Language I/O Response Public Settings
Configuration Item Description
Comment Translation Type

For configurations that involve an 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 configuration field is separate from the field that is used for agent responses from the standard visual editor, LinguistNowEmailDraftHumanOrMachine.

Consumer Id This is deprecated and exists for backwards-compatibility. Do not enter a value here if it was not provided.
Description/Activity Translation Type

This 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 are translating customer generated content, which is far more likely than agent-generated content to contain embedded personal data.

Note: Review the Language I/O policy on personal data embedded in CRM content before switching this field to human.

Email Draft Translation Type

This value can be set to either human or machine and tells the app which of these types of translation services to employ for translation of agent responses entered into the standard email visual editor on the feed tab. Because agent responses can be controlled by the company and can always exclude personal data, it is safer to employ human translation services for agent response translation.

Note: Review the Language I/O policy on personal data embedded in CRM content before switching this field to human.

Email Content Type

This lets Language I/O know whether to expect HTML tags in the email content for translation. Enter html in this field if tags are embedded in the content and enter text if no tags are embedded in the content.

Locale Field Name Enter the field name of the custom field that was chosen to store the language of the case. Ensure that __c is appended to the end.
Status On Pending If a custom status message is entered here, this is the status that displays in the standard case status field when a translation has been requested but the translation is still pending. A value such as Translation pending would be appropriate.
Status On Update If a custom status messages is entered here, this is the status that displays in the standard case status field when a requested translation has been pushed back into the case. A value such as Translation complete would be appropriate.
Language I/O Endpoint

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/

Re-translate Type

This 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 are translating customer generated content, which is far more likely than agent-generated content to contain embedded personal data.

Note: Review the Language I/O policy on personal data embedded in CRM content before switching this field to human.

If this field is set to machine2, the Language I/O service uses a secondary machine translation engine.

Note: 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.

Post Comments Translation Type

The Language I/O case app can include a widget where the agent can generate a post that is displayed in communities. Enter human if all agent posts should be translated by human linguists and enter machine if agent posts should be machine translated.

Auto-Send Email Draft

When the Language I/O service pushes a machine translation of the agent response back into Salesforce, the translation is automatically emailed back to the customer if this box is selected. If the box is not selected, the translation remains in draft form in the case until an agent manually sends it to the customer.

Custom Status Field The Language I/O server pushes detailed translation status messages into the case and store them in this custom field if the custom field name is entered here. Ensure that __c is appended to the end.
Email Draft Divider To ensure that a long history of emails are not sent to the Language I/O server for translation, when requesting translation of an incoming customer email, a string can be entered into this field that is used as a delimiter to ensure that the Language I/O app only retrieves the email text that was added after the delimiter string entered here for translation via the Language I/O service. Common delimiter strings would contain a portion of the shared email signature that is populated by Salesforce.
Disable Retranslate When this box is checked, the Retranslate action is not  available in the Language I/O activity table where agents translate incoming customer emails.
Human Word Count Field Name If the accumulated word count of human translated words to be stored in the case is wanted, enter the custom field name here where the word count should be tallied by the app. Ensure that __c is appended to the end of the custom field name.
Update Status Only On Human

If this box is checked, the regular case status field and the custom case status field (if a value is provided in the Custom Status Field box) is only updated in relation to human translation requests. No status updates are provided for machine translation requests.

Machine Word Count Field Name If the accumulated word count of machine translated words to be stored in the case is wanted, enter the custom field name here where the word count should be tallied by the app. Ensure that __c is appended to the end of the custom field name.
Hide Email Options

If this box is checked, the agent does not see the option next to the visual editor that lets them decide whether their response to the customer is translated via human or machine translation services. Rather the value set in the configuration field labeled Email Draft Translation Type is always used. If this box is not selected, the agent sees a toggle next to the visual editor where they can determine whether to have their response to the customer translated via human or machine translation services.

Treat Comment As Foreign In scenarios where customer questions and responses are pushed into a case as a comment (as happens in communities) this box should be selected. This tells the Language I/O app that when translation of a comment is requested, the app should assume that the comment is in the language of the case/customer. Not the language of the agent.
Only Show Translations In Plugin When this box is checked, translations of customer questions or translations of agent responses before they are sent are not duplicated as comments in the case, rather they are only stored in custom object fields that are displayed in the Language I/O activity table. This is important for support organizations where the number of comments in a case counts against the agent's overall productivity score. If this box is not checked, translation of customer emails and translation of agent responses are stored in case comments as well as in the Language I/O custom object.
Show Subject If this box is checked, the agent has the option to translate the subject of the case. If it is not checked, the case subject is not made available for translation.
Post Comments Are Public

If this box is selected, when an agent uses the Language I/O post comment widget to translate and post to the case, the translated post is made public as soon as it is pushed into the case. If this box is not selected, the agent needs to manually make the translated comments public.

Post Comments Label This is the label that is displayed as the placeholder hint in the text editor of the Language I/O post comment widget which is used when the agent needs to push a thread to the case that is of type comment.
Hide Post Options

When this box is checked, the agent does not get to decide whether to have comments they add to the comments box translated via human or machine translation services. Rather the value that is entered into the Post Comments Translation Type configuration field are always used. If this box is not checked, the agent gets the option to decide whether a human or machine translation service is used to translate their case comments.

Classic Setup

Create a Quick Action:

Create a quick action to be used in a case layout as a sub tab in the feed tab.

  • From Setup, enter Case.
  • Select Buttons, Links, and Actions 
  • Click New Action.
  • Select Custom Visualforce as the Action Type.
  • Choose LIO Case Translation as the Visualforce Page.
  • Enter 300px as the Height.
  • Anything can be entered for Label.
    • Note: Name is generated based on the Label entered.
  • Click Save button.

SF_Quick_Action.png

Edit Page Layouts
  • From Setup > Customize > Cases > Page Layouts
  • Click Edit link to the left of the layout to be added Language I/O add-ins.

SF_Case_Page_Layout.png

  • Click on Quick Actions
  • Drag LIO Case Translation into the section named Quick Actions in the Salesforce Classic Publisher
  • Click Quick Save.

SF_Case_Layout.png

To add the email draft control to the feed view:

  • Click Feed View at the top.
  • Scroll down to Other Tools and Components.
    • Click Add a Visualforce page
    • Select Lio_TranslateDraftPlugin
    • Move the Lio_TranslateDraftPlugin component from the Hidden column to the Right Column by clicking the right arrow button.
    • Scroll back up to the top and click Save.

    • Click Save again.

    • Note: Follow the same steps above to edit Case (Support) Layout, or other applicable layouts.

SF_Other_Tools_and_Components.png

Lightning Experience Setup

Switch to Lightning Experience:

  • Click on Gear Icon at the top then Setup.
  • Click on Object Manager then Case.

SF_Object_Manager.png

  • Click on Lightning Record Page and then click on the record page associated with the case, e.g., LIO Case (shown below).

SF_Lightening_Record_Pages.png

  • Click Edit.

SF_Lightening_Page_Detail.png

  • From the left pane, drag the Custom or Custom Managed component EmailDraftTranslation
  • Drop it where it should appear on the page

SF_EmailDraftTranslation.png

  • Click on the empty area in the title bar of the center page and click Add Tab.

SF_Add_Tab.png

 

To Change the Label of the Tab:

  • Click on Details tab just above the Add Tab button.
  • Click Details Tab Label.
  • Change to Custom type (the very first one).
  • Enter a custom label, e.g., Language I/O.

SF_Details_Tab_Label.png

  • From the center pane, click on “Language I/O” tab.
  • Drag a Visualforce component from the left pane and drop it within the Language I/O tab.
  • Change Visualforce Page Name to LIO Case Translation.
  • Check off Show Label.
  • Click Save.

SF_Show_Label.png

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