Dynamic Translation with Smartling's ServiceNow Connector allows you to instantly display a machine translation for one-time use, which is not stored in ServiceNow.
Dynamic Translation is intended for translating user-generated or lower-visibility content. For example, it can be used to translate incoming and outgoing messages sent in the Agent Chat or fields within a Support Incident.
The content to translate does not get uploaded into the Smartling Translation Management System in the form of strings or files. However, Smartling’s AI Hub can be used to configure the preferred MT Profile and settings.
Configuring the preferred translation Profile
There are two steps to configuring the preferred Profile for Dynamic Translation:
First, Dynamic Translation in ServiceNow needs to be routed to Smartling. Within Smartling, you can then set up your preferred MT provider, as well as advanced settings like Glossary Term Insertion which can further enhance the translation quality.
Please note that this Connector is a paid product. For pricing information, please reach out to your Smartling Customer Success Manager.
1. Configuration in ServiceNow
Install Smartling's MT Service Spoke integration to set up Smartling's MT services as the preferred provider for Dynamic Translation in ServiceNow.
2. Configuration in Smartling
To configure the preferred translation provider and settings for Dynamic Translation, log into your Smartling Account as an Account Owner or Project Manager.
From the top navigation bar of your Smartling dashboard, access the AI Hub.
In the Instant MT section, select ServiceNow.
Here, you can enable Machine Translation for ServiceNow.
Then choose your preferred Profile.
If required, language-specific profiles can be configured.
If desired, Glossary terms can be inserted in Machine Translations. This can be configured in the Settings tab of your Machine Translation Settings.
Once enabled, Dynamic Translation with the preferred MT Profile can now be used in ServiceNow, for example to translate messages in the Agent Chat or fields within an Incident.
Dynamic Translation for Agent Chat Messages
Once Dynamic Translation for the Agent Chat has been configured, incoming and outgoing chat messages are automatically machine translated.
Example:
Customer message in Spanish:
Incoming chat messages are automatically translated into the agent's default language.
By selecting the translated message text and clicking on the globe symbol, the original message text is displayed in the source language.
Similarly, outgoing chat messages are automatically translated into the customer's detected language.
Tip: Any Virtual Agent topics and messages can be translated separately with ServiceNow's Localization Framework.
Dynamic Translation for Incidents
To get an instant machine translation for a field within a Support Incident, click the "Translate" button next to the relevant field.
The field is then machine translated into the agent's default language. The translation is displayed underneath the relevant field.
This translation is meant for one-time use and will not be stored in ServiceNow.