Before you begin: An overview of the Language IO Case installation process

The purpose of the article is to give a brief overview of the different steps to install Language IO Case for Salesforce in your Salesforce instance.

Prerequisites

Language IO strongly recommends that the user who installs the application is a Salesforce administrator familiar with Salesforce components and authentication features.

Credentials

• If your organisation does not have a Language IO account yet, contact Language IO Support at support@languageio.com to get an account set up. Language IO will send you a set of API credentials.  You must have these credentials to complete the Create (or reuse) a Named Credential step.

• If you use human translation, you must provide Language IO with the username, password, and security token for an account that has the necessary permissions to modify cases and objects used by cases, such as case comments and email drafts. This set of credentials requires at least API access to push translations from the Language IO server back into Salesforce. Once you complete the app installation, you can remove regular login permissions from these credentials for security purposes. 

  Note: To add a new user in Salesforce, see this Salesforce documentation. If you do not have permissions to add a new user to your org, ask your Salesforce administrator to create one.

Preparing Salesforce

Enabling email-to-case

1. Open Salesforce and go to Setup.
2. In the Quick find box, search for "email-to-case".
3. Make sure that "Enable Email-to-Case", "Enable HTML Email" and "Enable On-Demand Service" are checked.
4. Click Save.
5. On the same page, find the box labeled "Routing Addresses" and click New.
6. Fill in the required fields.
   • "email address" is the address from your organization that will be receiving the emails and routing them into Salesforce. Check with your administrator if you are not sure of which address to use.
7. Click Save to complete this setup.
8. (Optional) Send an email to the email address to test the email case service. 

Creating a Lightning Record page

See Creating a Lightning Records page in Salesforce.

Setting up the Language field

You must set up a Language field before you install the application. The application uses this field to store the end user's language.

1. Open Salesforce and go to Setup > Object Manager > Case > Fields & Relationships.
2. If the "Language" field does not exist, click New and set up a new field with the settings below:
   
   (Click to enlarge)

User permissions for Human Translation

Set the necessary user permissions to allow Language IO to connect to your instance:

• All objects installed with Language IO Account
• Case
• CaseComment
• EmailMessage
• Name
• OpenActivity
• Task
• Email to Case for some features.

Installation and configuration overview

Installing the application

Each step that involves an action on your part is explained in a dedicated article, linked below. The process is as follows:

1. First, make sure that your instance is ready for the install process (See the Prerequisites section above). This step is crucial to make sure that you have everything you need for the installation.
2. Install the Language IO application.
   This installs the Language IO application on your Salesforce org.
3. Create (or reuse) a Named Credential.
   Named Credentials is the name that Salesforce gives to their authentication system. They allow your Language IO application to integrate and authenticate correctly with Salesforce. You can reuse existing Named Credentials for certain Language IO applications.
4. Configure the Language IO application.
   Configure Salesforce for the Language IO application. Some steps are optional.
5. Configure your Custom Settings.
   The Language IO application is highly customizable. This article shows you the different features that are available to you. See Customizing Settings below for some dedicated set up articles.
6. Finish the configuration.

Customizing Settings

The following articles can help you set up various custom settings to tailor your configuration to your needs:

• Fetching the end user’s language from other Salesforce fields
  By default, the Language IO application attempts to detect the end user’s language with their first message. You can set your Salesforce instance to use other ways to define the end user’s language using other existing Salesforce fields, for example using the language defined in end user’s user profile.
  • Managing End User Language Settings for Case
• Letting Agents set up their preferred language
  You can allow Agents to set up their own preferred language instead of the default (which is typically English). This sets the translation language to and from them to this language.
  • Allowing agents to select their preferred language
• Using templates
  Salesforce allows for the use of email templates. Email templates can be useful to respond to common queries quickly and efficiently, where you can have several models of answers ready to use based on the most common user queries. You can use these templates with your Language IO Case integration, translate your responses, or add content to pre-translated templates.
  • Using Templates in Language IO Case for Salesforce
• Enabling the translation of drafts, drafts subjects, and using human translation for drafts
  • Enabling the translation of draft emails

Preventing installation issues 

Please read the Installation troubleshooting guide to prevent the most common issues that may happen during installation process. 

If you have any question about this process or if you require assistance, contact your Customer Success Manager.