Language I/O Case for Salesforce - Custom Settings
Creating the Default Organization Level Values
After you install Language I/O Case for Salesforce, you must create a Default Organization Level Value for the Language I/O Response Public Settings. Keep your Named Credentials at hand to complete this step.
- Go to Setup > Custom Settings
- Enter “Custom Settings” in the quick find box.
- Click Manage to the left of "Language I/O Response Public Settings":
- Click New to create a Default Organization Level Value:
Example
The image below shows a list of the Language I/O Response Public Settings available for configuration as of version 2.27. Depending on your version and configuration, your list of available custom settings might be different. If you have any question about upgrading, consult your Customer Success Manager.
(Click to enlarge)
Configuring different custom settings based on given users or profiles
You can configure different custom settings and assign them to specific user profiles, or even individual users. To do so, follow these steps:
- Click New below the existing custom settings.
- If there are no existing custom settings, click the second New button located below the Default Organization Level Value:
- There is a Location field with a drop down menu option.
- You can assign a custom setting based on a given User or Profile.
- You can have multiple, different custom settings for multiple profiles or users:
After you install the package, proceed to Step 5. There are two possible choices:
List of Custom Settings
| Setting Name | Details |
| Auto-Send Email Draft | When checked, 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 end user. When unchecked, the translation remains in draft form in the case until an agent manually sends it to the end user. |
| Default to Human Translation | This field allows the organization to input a list of locales that should default to human translation when detected. The human translation takes place when translating outgoing e-mails. |
| Regular Expression for Description |
|
| Email Draft Divider |
Enter a string or a regular expression in this field to make sure that a long history of emails is not sent to the Language I/O server for translation when an agent requests the translation of an outgoing email This field is used as a delimiter to make sure that the Language I/O app only retrieves for translation the email text that was added after it. Common delimiter strings typically contain a portion of the shared email signature that is populated by Salesforce. |
| Hide Email Options and Hide Post Comments Options |
If checked, the agent does not see the option next to the visual editor that lets them decide whether their response to the end user is translated via human or machine translation services. If unchecked, the agent sees a toggle next to the visual editor where they can determine whether to have their response to the end user translated via human or machine translation services. |
| Email Content Type | This field lets Language I/O know whether to expect HTML tags in the email content for translation. Enter html in this field if tags will be embedded in the content and enter text if no tags will be embedded in the content. |
| Only Show Translations in Plugin |
When checked, translations of end user questions or translations of agent responses (before they are sent) are not duplicated as comments in the case, but 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 left unchecked, translation of end user emails and translation of agent responses are stored in case comments as well as in the Language I/O custom object. |
| Post Comments Are Public |
When checked, end users can see post comments. When unchecked, post comments are private. |
| Auto Save Delay | Milliseconds to wait for the e-mail draft to save prior to translating its content. (This is not supported in Salesforce Classic.) |
| Append Source | When checked, when an agent replies to a end user via e-mail, the original response is sent with the e-mail along with its translation. |
| Disable Retranslate | When checked, the option to ‘retranslate’ within the Language I/O plugin is disabled. The agent does not see the option to do so. |
| E-mail Action Names | This can be a comma separated list of the email action names. This helps Language I/O determine which e-mail action is being used to push the translation back in without having to refresh the page. |
| Enable Feed Translation | When checked, feed posts are funneled to the Language I/O plugin and can be translated. (Only feed entries of type ‘TextPost’ are shown on the Language I/O tab) |
| Named Credentials | (Required) T he name of the named credential created with the credentials provided by Language I/O. |
| Agent Language Preference |
Use the name of a custom field within the User object to change the translation language for the agent. This feature helps decouple the User’s profile language from their preferred translation language. This change affects all cases. |
| Apply Language Preference to All Cases and Case Language Preference |
Similar to "Agent Language Preference", "Case Language Preference" uses the name of a custom field within the Case object to change the translation language for the agent. This feature helps decouple the User’s profile language from their preferred translation language. Unlike Agent Language Preference, this feature allows the agent to select their preferred language from the Case that is being worked on and it applies only to that case. You can optionally check "Apply Language Preference to All Cases" if you want it to affect all cases. For more information, see Allowing agents to select their preferred language. |
| Enable Draft Email Subject Translation | When checked, it allows users to translate the subject of an outbound email. |
| Show Subject | When checked, the subject of the case is shown in the Language I/O plugin. |
| Treat Comments as Foreign | When checked, case comments are treated as being in the end user's language and are translatable by the agent. |
| Locale Field Name |
Stores the customer’s translation language. |
| Custom Status Field | Stores the status of the translation, sent by the Language I/O server. |
| Human word Count Field Name | The word count of human translations performed. |
| Machine Word Count Field Name |
The word count of machine translations performed. |
| Status on Pending and Status on Update | These settings allow you to customize the status messages stored in the "Custom Status Field" when the translation is updated or pending. |
| Update Status only on Human | When checked the "Custom Status Field" is only updated when human translation is performed. The status messages for machine translation is ignored. |
| Enable Activity Translation | When checked, Tasks and Events are shown in the Language I/O Case component with the ability to Translate. |
| Disable TQE |
When checked, TQE warnings are not taken into consideration if they are enabled for the current organization. This setting is checked by default. |
| Translation Types |
The following settings accept a string of "human" or "machine". This determines whether the translation of each source item is done by a human or by one of the translation vendors. Types are
|
| Enforce Word Count Threshold and Word Count Alert Threshold | High Word Count Alert is a feature that allows you to set a translation word count threshold for outbound e-mails. If the agent writes an outbound email that exceeds this threshold, a warning appears when the agent tries to translate this e-mail, that alerts them accordingly. |
| Enable Attachment Translation | When checked, this setting gives the agent the ability to translate attachments that are related to a message in a case. |
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