ServiceNow is a software company that provides a cloud-based, AI-driven platform for automating multiple management workflows in enterprises. The platform streamlines various business processes, enhancing efficiency and productivity across different departments.
Smartling’s ServiceNow Connector integrates seamlessly with the ServiceNow Localization Framework and Dynamic Translation, enabling teams to translate experiences across the ServiceNow platform. This includes translating content for your Knowledge Base, Service Portals, Live Agent Chat, and more, ensuring users receive a consistent and localized experience across all touchpoints.
Please note that this Connector is a paid product. For pricing information, please reach out to your Smartling Customer Success Manager.
How the Connector Works
Depending on your translation needs, the Connector can integrate with ServiceNow in two different ways:
Integration with the ServiceNow Localization Framework
This method is intended for high-visibility, customer-facing content that requires high-quality translations. When translations are requested in ServiceNow, the content for each target locale is batched into an XLIFF file and added to a Smartling Job. From there, the content goes through a translation workflow, which could involve human translation, machine translation, AI, or a combination of these methods. Once translations have been completed in Smartling, they will be automatically delivered to ServiceNow once per day based on your configured cron schedule. Translations can also be retrieved manually at any time from within ServiceNow. Once delivered, translations can be stored and published in ServiceNow. See Translating with the ServiceNow Localization Framework.
This option is often used to translate:
- Knowledge Articles
- Service Portals & Portal Announcements
- Catalog Items
- Virtual Agent Topics
Dynamic Translation
Dynamic Translation is intended for translating user-generated or lower-visibility content. The Connector sends the content to Smartling for translation via a cloud MT provider, allowing an instant machine translation to be displayed for Live Agent Chat or Incidents. The content is not uploaded into the Smartling platform as strings or files. Instead, Smartling’s Machine Translation Hub is used to configure the preferred MT provider and settings. A machine translation is displayed instantly in the chat or next to the relevant incident field. Dynamic translations are not stored in ServiceNow. See Dynamic Translation with the ServiceNow Connector.
This option is often used to translate:
- Agent Chat
- Incidents
Both integrations are supported using Smartling's ServiceNow certified applications. To get started, check out Setting Up Your ServiceNow Connector.
Additional Resources from ServiceNow
Introduction to Platform Internationalization
Want to Find a Hardcoded String? (Instance Scan definitions)
Everything You Ever Wanted to Know About the 5 Translation Tables
Need to Auto Publish Translated Articles?
Need to Add a Language Selector for Your Portal (including external & non-authenticated users)?
Bulk Exporting All Knowledge Articles for Bulk Translation
How to Translate Additional Artifacts
Need to Translate a Portal?
Need to Translate a Guided Tour?
Need to Translate a Configurable Workspace?
Need to Translate a PAR Dashboard?
Need to Translate your Office / Building / Indoor Maps?
Need to Translate a Dashboard?
Surveys / Assessments and How to Translate Them
Extending the Localization Framework to Portal Announcements