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Setting Up Your Salesforce Service Cloud Connector

Smartling's Salesforce Service Cloud Connector is currently in the Salesforce certification review phase. If you would like to use the connector prior to formal certification, please contact our team for assistance and instructions. You will need to obtain a copy of the connector package to install it in your Salesforce environment.

Prerequisites

Install the connector in Salesforce

Before beginning the setup process, ensure you have installed the connector in your Salesforce environment.

Create an API token

You will also need a Smartling account-level API token to set up the package configuration. You must have an Account Owner user role in Smartling to create an account API token.

Follow the steps outlined in this article to create an account API token, which you will later use to configure the package in the steps below.

Configuration in Salesforce

Below are screenshots from Salesforce Lightning. Users in Salesforce Classic are advised to switch to Lightning, as the documentation screenshots are of the Lightning UI.

  1. Open your organization's Setup panel.
    setup-panel.png
  2. Find “Custom Metadata Types.”
    custom-metadata-types.png
  3. In the Metadata list, find “Smartling Settings” and click “Manage Records.”
    manage-records.png

  4. Click New to create a settings record. On the opened page, enter your Smartling account credentials and click Save. Label and Name can be any value you want, but the Account Uid, User Identifier, and User Secret must be associated with the API token created in your account. 

    There must be only one “Smartling Settings” record. To update values, please either edit the existing record or delete the current record and create a new one.

    custom-metadata-types.png
  5. Return to Setup Home.
  6. Navigate to the "Named Credentials."
    named-credentials.png
  7. Open “External Auth Identity Providers.”
    external-auth.png
  8. Select "Smartling OAuth" and click Edit.
    OAuth.png
     
  9. In the “Client Identification” section, enter your Smartling User Identifier (Client Id), and User Secret (Client Secret) created earlier.
    client-id.png
  10. Click Save.
  11. Assign one of the package permissions to your organization's users or give access to ‘Smartling_API - Smartling’ External Credential Principal Access in Profile/Permission set.
    external-credential.png
    sys-admin.png
    principle-access.png

Enhanced Chat translation component (message in app/enhanced chat)

  1. Open your organization's Setup panel.
    setup-object-manager.png
  2. Open Object Manager and find the “Messaging Session” object.
    messaging-session-object.png
     
  3. Navigate to “Lightning Record Pages” and open the page that your agents use.
    lightning-record-pages.png
  4. Click Edit.

  5. Find the ‘Smartling Chat Translation’ component and drag-and-drop it to your page.

    For this component to work properly, please ensure it is placed near the standard conversation component.

    smartling-chat-translation.png
  6. Use ‘End User Locale Field’ to set up a field on the ‘Messaging Session’ record that determines the end user's language by locale code (e.g., en-US from Locale mapping table).
    end-user-locale-field.png
     
  7. Click Save.
     

Case translation component (web-to-case/email-to-case)

  1. Open your organization's Setup panel.
    setup-object-manager.png
  2. Open Object Manager and find the “Case” object.
    case-object.png
  3. Navigate to “Lightning Record Pages” and open the page that your agents use.
    lightning-record-pages-case.png
  4. Click Edit.
  5. Find the ‘Smartling Case Translation’ component and drag-and-drop it to your page. 
    smartling-case-translation.png
  6. Use ‘End User Locale Field’ to set up a field on the Case record where the end user language is defined by a locale code (e.g., en-US from Locale mapping table).
  7. Use ‘End User Locale Detection Field’ to set up a field on the Case record that captures the end user's text.
    end-user-language.png
     
  8. Click Save.
     

Permission sets

To grant users access to package components, use the following permission sets:

Smartling Chat User - to grant access to the chat translation component
Smartling Case User - to grant access to the case translation component
Smartling Admin - to grant access to update Smartling settings
Smartling Super User (permission group) - includes all Smartling permissions (Chat User, Case User, Admin)

Steps to assign permissions

  • Open your organization's Setup panel.
  • Navigate to "Permissions Sets."
    permission-sets-assign.png
  • Find and select the desired permission set (Smartling Chat User, Smartling Case User, or Smartling Admin)
    permission-sets.png
  • Click Manage Assignments.
    manage-assignments.png
  • Click Add Assignment.
    add-assignment.png
  • Select a user and click Next.
  • Click Assign to apply the permission to the selected user.
    assign-permissions.png
     

Smartling to Salesforce language mapping

A table of Smartling-to-Salesforce language mappings can be found here.

Configure the preferred MT Profile in Smartling 

Both case and chat translation are completed using the instant MT service in Smartling. To configure your preferred MT or LLM translation provider and settings for instant translation, log into your Smartling account (requires Account Owner or Project Manager user role).

  • From the top navigation of your Smartling dashboard, access the AI Hub.
    image.png
  • In the Instant MT section, select the Salesforce Service Cloud tab.
  • Here, you can enable Machine Translation for Salesforce Service Cloud.
  • Then choose your preferred MT Profile. 
    • If required, language-specific profiles can be configured. 
  • If desired, glossary terms can be inserted in machine translations.

instant-mt-settings.png

Once enabled, instant translation with the preferred MT Profile can now be used in Salesforce Service Cloud to translate cases and chat messages.

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