Step 1: Install the cxconnect.ai App for Salesforce
In order to successfully translate your customers’, suppliers’ and employees’ Cases/Accounts/Leads etc, you must first install the cxconnect.ai Base App into your Salesforce instance.
The cxconnect.ai App for Salesforce comes with three permission set groups.
cxconnect.ai Admin Permission Set Group: Includes all the permissions required for managing translation configurations.
cxconnect.ai User Permission Set Group: Includes all the permissions required for users using cxconnect.ai translation service.
cxconnect.ai Guest User Permission Set Group: Includes all the permissions required for guest users using cxconnect.ai translation service. For guest users in addition to this
These groups come with corresponding permission sets (referenced in Step 2 Option B) already added. It is recommended users are assigned to these groups instead of individual permission sets to allow for easy expansion if utilizing the other cxconnect.ai Salesforce packages.
The cxconnect.ai App for Salesforce comes with three permission sets.
cxconnect.ai Admin Permissions: Includes all the permissions required for managing translation configurations.
cxconnect.ai User Permissions: Includes all the permissions required for users using cxconnect.ai translation service.
cxconnect.ai Guest User Permissions : Includes all the permissions required for guest users using cxconnect.ai translation service. For guest users in addition to this permission set you will have to create sharing rules on Translation Object to enable guest users to read translation rules.
Follow below instructions to assign permissions correctly.
Click on the “cxconnect.ai Admin Permissions” permission set in the search results.
Click on the “Manage Assignments” button.
Click on the “Add Assignment” button.
Select the users you want to assign the permission set to and click on the “Assign” button.
To create a sharing rule for guest users in Salesforce, follow these steps
Go to Setup in Salesforce
Under “Administration,” click on “Security Controls” and then “Sharing Settings”
Scroll down to “Guest User Sharing Rules” and click “New”
Select the “Translation Object” object to share.
Choose the “Read only” access level for the guest user
Define the criteria for when the sharing rule should apply
Add objects that you want to enable translation for by clicking the “Add Row” button. For this example we will be using the Case object. NOTE: Knowledge article records should not be selected or managed here. Please use the Knowledge App to handle these translations.
After enabling translation for a Salesforce object, a new field called “Source Language” will be added to that object. To allow all user profiles to access the cxconnect.ai translation service, update the field level security settings.
NOTE: This field defaults access to System Administrators only.
Below is the guidance for each field regarding Translation Rules:
Object: This is the object you wish to set up the translation rule for. Currently, each object can only be selected once.
Fields to Translate: Source fields you wish to have translated.
Target Languages: The default Agent language(s) you’d like the selected fields automatically translated into.
WARNING: Selecting too many default Target Languages will incur significant costs.
Add Translation Rules to each object you wish to translate by clicking the “Add Row” button
You can filter translation rules by clicking on the filter icon in the right corner of the Translation Rule page. Then select the appropriate filter criteria and click “Apply” to see refined results.
If you would prefer to have individual fields populated with translations, Translation Field Rules provide that functionality.
Select the Translation Field Rules tab
Below is the guidance for each field regarding Translation Field Rules:
Object: This is the object you wish to set up the translation rule for. Currently, each object can only be selected once.
Source Field: Source field you wish to have translated. This can either be a standard or custom field.
Target Field: The target field to save the translation into. This can either be a standard or custom field.
Target Languages: Languages you’d like the selected fields translated into.
Add Translation Field Rules to each field you wish to translate by clicking the “Add Row” button
You can filter translation rules by clicking on the filter icon in the right corner of the Translation Field Rule page. Then select the appropriate filter criteria and click “Apply” to see refined results.
For these fields to populate with translated data a custom flow MUST be set up. cxconnect.ai provides a template that can be activated to run when a case is created.
Navigate to Setup > Flows
From the cxconnect.ai Case - Field Translation option select “View Details and Versions”
Select “Activate”
Now when a Case is created translations will asynchronously populate the fields selected in the Translation Field Rules tab.
Step 9 RECOMMENDED: Automatically Translate Records
Historically, cxconnect.ai relied on custom flows to translate Case records. This process, while effective, was subject to latency and additional administrative overhead.Starting in v3.1 cxconnect.ai has opted to bypass working within Flows to prefer translating records when an agent loads a Case for the first time.A custom metadata field is now available to allow this translation to run immediately when a record is opened or manually with a button click.This option is defaulted to True.If a record does not already have a translation in an agent’s language the record is translated (based on configurations setup in step 7) right when the agent loads the record.
Starting in v3.9 cxconnect.ai added a feature to allow the automatic approval of email translations. Enabling this option within the Custom Metadata (see step 3 for reference) will bypass the email preview and simply replace the current drafted email with the translation. This will not automatically send the email.\
By adding the out-of-the-box cxconnect.ai component onto any flexi record page, cxconnect.ai Interpreter enables users to translate text in real time on any flexi page.Use cases making this feature valuable may include updating existing localized transcripts or editing any localized predictive texts in the local language. This feature can also be helpful to help with ad hoc translation needs outside the agent workflow.To add the cxconnect.ai Interpreter, follow the steps below.
Open any record page in Lightning
Click on the gear icon in the top right corner of the screen and select Edit Page.
From the App builder, drag and drop the “Translation : Adhoc” component to the flexi page layout.
The following page options are available:
Show Preview Modal which shows or hides translation preview.
Hide Title which hides the Interpreter title from user view.
Save
After saving the component, the cxconnect.ai Interpreter is ready for translation.To translate your text, enter it and choose the desired target language, then click the “Translate” button. The translated text will appear in a popup window along with the identified source language.
The cxconnect.ai Base application deploys with a custom component that can be added to any record page that is associated with a translation rule. Adding the Enriched: Record component to the Case record page allows Translations and other enrichments to be displayed.The component displays the translated information in the Users local language. For example: If an English case is created and the pre-configured Translation Rule is set up to translate into English and French, an English speaking user would see the following.The French speaking User would see the same information in French.
To add the cxconnect.ai Email Translator to your Case Lightning Record Page here are the steps to take:
Open the Record Page of the Case object to use this email component and click on Edit Page on the top setting widget
Select the custom Email Translator component and drop it in a convenient location.
The component has page options that adjust how the component looks to users.
Enable Email Translation: enables or disables the “Translate Email” button and language dropdown
Enable All Historic Translation Button: enables or disables this button, which will translate all previous untranslated emails in an email chain
Enable Single Historic Translation Button: enables or disables this button, which allows a user to translate a single untranslated email into their language
Collapse Email List: Sets the ability to collapse and display only a subset of emails
Number of Emails to Show: Sets the number of emails that are shown by default before collapsing emails
Number of Emails to Show More Each Time: Set the number of additional emails that are revealed when the “Show More” is clicked
To assure your inbound emails are translated correctly a custom flow installs with the package that will translate emails as the flow in.Navigate to Setup -> FlowsFind and click the Email - Translation Flow to view and activate.Within the Flow Builder screen Activate and Save
It’s required to Enable Email Drafts if not already enabled contained in Setup -> Support Settings. This allows cxconnect.ai to integrate fully with outbound email messages.
