Get started > Service Management overview > In-line translations

In-line translations

Service Management can provide in-line translations of certain blocks of text in requests and incidents. The sections of text that can be translated are:

  • Descriptions

  • Agents' comments

  • Knowledge articles

  • Q&A

  • Searches on the Service Portal

Example:

A Chinese user of the Service Portal opens a request and inputs a description in Chinese. An agent in the United States is assigned to handle this request. When the agent opens the request record, all UI text is displayed in English (the default language for that agent), except for the description. The agent can use this feature to translate the description.

Note At least one section in a record must be expanded for the in-line translation to display properly.

Enable in-line translation

In-line translation is disabled by default. You can enable this function as needed:

  1. From the main menu, select Administration > Configuration > Application Settings.
  1. In the In-line translation tool field, select On.
  2. Select the external tool that you want to use to perform the translation. Currently, Google Translate is the tool supported. You must purchase a license for one of these services to use this functionality in Service Management.
  3. Click Save.

Translate text

Do one of the following:

  • To translate a description

    1. On the General tab, click the icon that appears in the bottom right corner of the description field to translate that description.

      A panel opens, displaying the translated text. A line of disclaimer text informs you which translation engine was used.

    2. Click to close the translated text panel.

  • To translate a single comment

    1. On the Discussions tab, click the icon that appears in the bottom right corner of a comment field to translate that comment.

      A panel opens, displaying the translated text. A line of disclaimer text informs you which translation engine was used.

    2. Click to close the translated text panel.

  • To translate all comments

    1. On the Discussions tab, click the icon that appears in the top right corner of the pane.

      A panel opens, displaying the translated text.

    2. Click to close the translated text panel.

Note  

  • The full text of all relevant fields is translated; there is no need to select the text manually.
  • Once translated, the text can be selected and copied.