Using Language IO Help for Oracle Service Cloud

In this article

• Introduction
• The Translation Process
• HTML Re-Writing Rules
  • Rule structure
• The Overall Process
  • When English Content is Pulled From RightNow
  • When Translated Content is Pushed Back Into RightNow

Introduction

The Language IO Translation Request Add-In allows RightNow content editors to submit translation requests as soon as they finish to update RightNow Answer content.

The control itself is a simple Translate button that one can place anywhere within the Answer Workspace.

When you click the Translate button, it opens a dialog window that allows you to select the languages for translation.

When you click the Send Request button, it formats and sends the request based upon the configuration of your RightNow profile. The status of the request is displayed in the window.

The Language IO plugin uses the RightNow APIs to pull the data to translate from the "Send Request" action, and to package this data for delivery to the linguists.

When the translation of the content is complete, the RightNow APIs automatically push the translations back into the RightNow platform.

The Translation Process

Once the translation request is submitted, you do not need to do anything. However, you must complete several setup steps in advance of any translation request to ensure that the process goes smoothly. Your Language IO Customer Success Manager will help you complete this setup.

HTML Re-Writing Rules

Language IO uses rules for locale-sensitive parsing of the English HTML before the Answer content is translated. What does this mean?

Specifically, English Answers often contain specific links such as:

• links to other English Answers,
• links to image files containing English text,
• links to English video resources,
• links to your English, corporate website.

Suppose that your source Answer is in English. If Language IO simply translated the content, the translated versions of this Answer would still link to English versions of these resources.

To prevent this, Language IO will work with you in advance to:

1. identify all of the English resources that your English Answers currently link to, and
2. create rules that allow Language IO to automatically re-write these links (for example, so that the French version of your Answer links to the relevant French resources, not the original English resources).

These rules are based on regular expressions. The example below shows how one could create a rule to rewrite links to Surveymonkey’s English corporate website, so that the translated Answers link to the corresponding language-specific version of the Surveymonkey corporate website.

You do not have to create these rules. Language IO engineers will create the rules for you once the parameters are defined.

Rule structure

Each rules file has five, tab-delimited columns. Each of these columns is used when the application is parsing HTML content.

• The first column contains a RightNow language ID. In the above example, the application sees 9 and understands that this rule applies only to French answers because 9 is the RightNow ID for the French locale.
• The second column, which contains <[aA]\b[^>]+> in the above example, is a regular expression that tells the application to search for all anchor tags embedded in the HTML content of the answer.
• The third column is the exceptions column. If a detected anchor tag contains the exception pattern within the tag, it leaves this tag alone. If it contains the value ‘0’ (without single quotes), no exceptions exist for this pattern.
• The fourth column is a regular expression that finds the portion of the anchor tag that Language IO will rewrite.
• The final column contains no regular expression syntax, only the replacement text for portion of the anchor tag that we want to rewrite.

So using the first rule as the example, if we are creating the French localization package (9) and within the Answer text we find an anchor tag that contains http:\\surveymonkey.com inside the href attribute of the anchor tag, and it does NOT contain /s/ in the href portion, Language IO replaces http:\\surveymonkey.com portion of the tag with http:\\aide.surveymonkey.com (the link to the corresponding French web page on the SurveyMonkey website).

For more information about the regular expression syntax supported within Language IO files, see the util.regex documentation.

The Overall Process

Language IO makes a number of changes during the pull/push process.

When English Content is Pulled From RightNow

When you click the Translate button in the Answer workspace, it sends the request for translation to Language IO. Language IO receives the ID of the answer that you want to translate, along with the list of target languages. The following then occurs:

1. A Language IO project manager reviews the translation request. They authorize Language IO to pull English content for translation.
2. Language IO queries RightNow to determine whether previously translated versions of the page already exist for this English answer for all languages submitted with the translation request.
   • If previous versions exist, Language IO records their corresponding IDs. They will be used to push the translated content.
   • If there are no previously translated versions, Language IO automatically generates the Answer page for each language included in the translation request.
     • Upon creation, these pages are set to Private and contain no content, other than the original English summary.
3. Language IO pulls the source Answer content from RightNow and creates language-specific, translatable files (localization packages). Rules (see previous section) are applied during this process.
4. Once the localization packages are created, Language IO sends each package to a linguist for translation.

When Translated Content is Pushed Back Into RightNow

The turnaround time (TAT, meaning the delivery time) may vary depending on the size of the content to translate. Requests of 2,000 words or less are typically delivered within 48 hours, barring questions. Larger requests are evaluated by the project manager on a case-by-case basis.

Once the linguists return their translated localization packages to the Language IO project manager, the following steps are executed:

1. Loading the translation packages into Language IO.
2. Specifying the access level and the status for each Answer.

Access level and Status

In the Language IO configuration window, the project manager has a list of all access levels and statuses that exist in your RightNow instance. They can select a specific access level and status for each translated Answer, or choose to set no explicit status and access level. In the latter case, the translated Answer inherits the status and access level of the source Answer.