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Set up multilingual support in the unified portal

Microsoft understands the importance of expanding your customer service globally and offers 40 languages and 11 language packs to provide multilingual support for all your international customers. The multilingual features provide customer service to your customers no matter what language they speak. Everything in the unified portal can be customized by language and locale. Administrators can control which languages are supported on the account, department, and portal levels. CSRs and customers can then set their locale preferences in the service desk. 

 

You can customize portal strings to be more specific to your branding and relevant to your region. With Parature language packs, you can select a language and translations are auto-populated on the selected levels. You can also override these language pack translations. Chat, ticket, knowledgebase and download language identifiers will indicate the language used in the portal. Chats and tickets will capture the language of the user at the time of submission, while knowledgebase and download files are marked with specific languages to determine when a language displays on the portal and in a search. For a complete list of supported languages, click here.

NOTE: Multilingual content and translations can only be viewed in the unified portal. The Service Desk will always display English (en-US).

Add a language to your portal

  1. In the Setup tab, expand the Portal option and click Translation Management.
  2. Under the Language section, click Add.

  3. Use the drop-down menu to select a Language and Language Level.

    Note: Customers must create a language at the Account level first before creating the language at any other level.

  4. Click Add.

     

     

Activate and deactivate languages

 

Languages have to be active to be a visible option for customers to choose from on the portal. To activate or deactivate a language, follow these instructions:

 

  1. In the Setup tab, expand the Portal option and click Translation Management.
  2. In the appropriate language row, click Active or Inactive in the Status column.

 

Delete a language

  1. In the Setup tab, expand the Portal option and click Translation Management.
  2. In the Language table, find the appropriate language and click the delete button in the Delete column.
  3. When the dialog box prompts Are you sure you want to delete this language, click the Delete button.

 

Custom translations

 

The service desk offers two ways to edit portal string translations. Admins can edit portal strings in the service desk or import portal strings. When editing portal strings in the service desk, administrators can customize their translation strings by replacing them with custom translations or remove the string by leaving the space blank. When exporting and importing portal strings, administrators can select which custom translation files to import for different departments and export a list of translatable strings for each language to reference. Imported custom translations will override translations already stored in the system.  A summary of validated translations will be provided upon import.

Editng portal strings at any level may affect the portal strings in levels below it. Portal strings inheritance starts from the account level and are only overriden when changed specifically at the department or portal level. As shown in the diagram below, the same color indicates which portal strings are inherited and different colors indicate when portal strings have been edited. 

 

Edit Portal Strings in the Service Desk

 

  1. In the Setup tab, expand Portal and click the Translation Management option.
  2. In the Languages tab, click the appropriate language.

  3. Click the tabs to expand the accordion of the section you want to edit the appropriate portal strings.

    Note: The language field box will be highlighted red when there are edited strings that are not saved.

  4. Click Save.

 

Export and Import translations

  1. In the Setup tab, expand Portal and click the Translation Management option.
  2. Under the Load Strings column of the appropriate language, click Export.

  3. Use the drop-down menu to select an Export Format.
  4. Click the Export button.
  5. After exporting your file as a comma-separated values (.csv) file or a portable object file, open it. The file will display Unique Identifiers, Name, Description, Default Translation, and Current Translation.
  6. Use the Default Translation as a reference to enter your custom translations in the Current Translation fields.

    Note: Entering blanks or translations different from the default translation in current translation fields will override the default translations. Any translations that are left as is will inherit default translations.

  7. Save the file and import it into Translation Management.
  8. Under the Load Strings column of the appropriate language, click Import.
  9. Use the drop-down menu to select an import format and click Choose File to select a file from your local machine.
  10. Click Import.

 

Knowledgebase

Topic Information
  • Topic #: 3-6453
  • Date Created: 03/30/2015
  • Last Modified Since: 05/26/2016
  • Viewed: 1141