Remedyforce Service Management and Help Desk on the Salesforce App Cloud platform can be customized to specific languages, translated. Remedyforce can also be customized to assign translators to languages, create translations for customizations you’ve made to your Salesforce organization, and override labels and translations from managed packages. Everything from custom picklist values to custom fields can be translated so your global users can use all of Salesforce in their language.
This presentation will help you with making Remedyforce your own, from changing field labels, to changing the tiles for Self Service, there is a lot of power behind the Translation Workbench within Salesforce.
2. Agenda
• Overview
• Localization and Translation
• 5 core languages
• What can be translated natively
• What can be translated via configuration
• What cannot be translated
• Configuration Steps
• Configuring Managed Package Field Labels
• Configuring Custom Labels
• Summary
4. Translation/Localization Overview
According to Salesforce Help:
The Translation Workbench lets you specify languages you want to translate, assign translators
to languages, create translations for customizations you’ve made to your Salesforce
organization, and override labels and translations from managed packages. Everything from
custom picklist values to custom fields can be translated so your global users can use all of
Salesforce in their language.
Today, we will discuss how this information can assist you with making Remedyforce your own,
from changing field labels, to changing the tiles for Self Service, there is a lot of power behind
the Translation Workbench within Salesforce.
15. Configuring Custom Labels
(Self Service Tiles)
• to Setup>Create>Custom Labels
• You will need to setup a new
view here. This will allow you to
only see the information that is
associated with Self Service
• Setup a view with the filter for
Name starts with SS. This will
allow you to only see the fields in
Self Service
• Sort by Value after you save the
view gives you the best chance to
find the field you want to change
22. Summary
As you can see, the Translation Workbench is a very powerful tool with the Salesforce
Platform. It allows you the ability to manipulate the languages presented in the
Remedyforce solution to make it more your own
Allowing Remedyforce to be configured/customized via the Translation Workbench is one
of the features that customers love. This gives them the ability to have the freedom to
think outside the box and have fields and tiles the way they want without a lot of
customization.
Overview of the agenda:
What is Translation
What can be translated Natively
What can be translated via configuration
What does not get translated
Configuration Steps
High Level Walk Through
Simple to accomplish
Sources for assistance
Summary
Items to consider
Summary
Having the ability to translate into different languages is a key feature of the Salesforce Platform, and is increasingly becoming more of a factor when implementing Remedyforce across multiple geographical locations. With Remedyforce today, we can localize into five languages natively.
Remedyforce supports 5 core languages out of the box today, which are Japanese, German, Spanish, French, and of course, English. What gives us this ability on the Salesforce platform is the Translation Workbench. When the Translation Workbench is enabled, it takes the language setting of the user that is logged in into consideration and translates the information into the appropriate language. One of the key items to understand about translation is that we are only translating the fields and field labels. The data within these fields does not translate natively!
All the custom objects that are within your Salesforce org will translate natively based on your language settings. With Remedyforce, if you change your language settings to one of the 5 translated languages, the fields, tabs, and labels will change for you. If you try to translate to a non available language, only the OOTB Salesforce objects will change as well as all the setup and administration screens. The standard objects are not available to translate through the translation workbench
Data cannot be translated within Remedyforce. When having discussions with customers who have different geographical locations to support, it is recommended that they decide as an organization what their primary language will be. This is a key first step as the ability to translate data within the fields inside Remedyforce is not supported. Remedyforce data consists of Categories, Accounts, Templates, Status, Impact, Urgency, and Service Requests. The information that is stored within the field values is also considered data, for example, if a description is input in French and you have an English support queue, the English support queue will see that information in French. This is a concept that is not well understood when making decisions regarding translation. There are third party tools on the AppExchange that will assist with translating the data, but as of today, none of them are free.
First step is to enable the translation workbench. If the translation workbench is not enabled, you will not be able to translate any of the managed package fields.
Steps - Click on Setup
- Click on Translation Workbench
- Click on Translation Settings
This screen allows you to select the languages you want to translate to as well as who has the ability to translate, if you so desire. Normally, we do not select any translators for Remedyforce and the administrator will make the adjustments accordingly.
Remedyforce can also do field label overrides after the Translation Workbench is enabled. This allows for customers to change the out of the box field labels from what they are to what they would like them to be, without having to recreate similar fields to fit their needs. This is accomplished by utilizing the Override functionality within the Translation Workbench. When you select Override in the Translation Workbench, you will need to select the package as BMC Remedyforce, choose one of the 5 supported languages, select the component (Custom Label) and then select the Object. You can also change the Related List Values here as well.
Sorting by value gives the best chance to find the field that you are looking for. The value is what the field labels says today.
Click on the field that you want to change. In this case, we are changing the value of the Submit a Ticket tile to Need Assistance. You can also change the description of the tile as well.
This allows us to override the actual current value that is displayed on the tile. Once we select that button, then we have to tell it to which language we wish to translate. We are going to select English here and then input the new value that we wish to see in that tile.