Effortlessly Translate Languages in ServiceNow

Effortlessly Translate Languages in ServiceNow

Table of Contents:

1. Introduction
2. What is Dynamic Translation?
3. Benefits of Dynamic Translation
4. Getting Started with Dynamic Translation 4.1. Activating the Dynamic Translation Plugin 4.2. Integrating with IBM Watson Translator Services 4.3. Integrating with Microsoft Translator Services 4.4. Other Translation Options
5. Setting up Microsoft Azure Portal 5.1. Creating Azure Translator Resource 5.2. Selecting Subscription and Resource Group 5.3. Choosing Region and Pricing Tier
6. Creating Credential and Aliases 6.1. Adding Connection to Microsoft Translation 6.2. Creating API Key Credential 6.3. Configuring Microsoft Translator Endpoint
7. Activating Microsoft Translator Configuration 7.1. Activating Translation Configurations 7.2. Updating Changes in Azure Portal and ServiceNow
8. Translating Incident Tickets 8.1. Configuring Dynamic Translation 8.2. Translating Text in Short Description Field
9. Conclusion

Dynamic Translation: Breaking the Language Barrier In today's globalized world, effective communication is a key aspect of providing excellent customer service. However, language can often be a barrier when dealing with support tickets or incidents written in a language that the service agent doesn't understand. This is where dynamic translation comes to the rescue. By integrating translation services like IBM Watson or Microsoft into the ServiceNow platform, service agents can effortlessly translate content written in foreign languages and gain a comprehensive understanding of the incident. In this article, we will delve into the concept of dynamic translation, explore its benefits, and provide a step-by-step guide to getting started with dynamic translation in ServiceNow.

Introduction Language diversity is a beautiful aspect of our world, but it can pose challenges when it comes to effective communication. In the context of incident management or customer support, understanding the content of a ticket or incident is crucial for efficient problem resolution. However, when the content is written in a language that the service agent doesn't comprehend, it becomes a roadblock. Dynamic translation aims to eliminate this language barrier by offering a seamless solution for instant translation within the ServiceNow platform.

What is Dynamic Translation? Dynamic translation is a feature in ServiceNow that enables service agents to translate content written in foreign languages into their native language or any other language of their preference. With just a click of a button, service agents can translate text fields, such as the short description field in an incident ticket, and instantly view the translated version. This eliminates the need for manual copy-pasting and external translation tools, saving time and effort.

Benefits of Dynamic Translation

1. Improved Efficiency: Dynamic translation streamlines the incident management process by allowing service agents to understand and address tickets written in foreign languages quickly.
2. Better Customer Experience: By breaking the language barrier, service agents can provide Timely and accurate support to customers, resulting in improved customer satisfaction.
3. Cost Savings: With dynamic translation built into the ServiceNow platform, there is no need for additional translation tools or services, leading to cost savings for organizations.
4. Operational Flexibility: Service agents can now confidently handle incidents in multiple languages, expanding the reach and capabilities of support teams.

Getting Started with Dynamic Translation To utilize dynamic translation in ServiceNow, there are a few initial steps you need to follow.

4.1 Activating the Dynamic Translation Plugin Firstly, you need to activate the dynamic translation plugin in your ServiceNow instance. This plugin provides the necessary functionality for integrating with translation services. Once activated, you can proceed to configure the plugin to work with your chosen translation service.

4.2 Integrating with IBM Watson Translator Services ServiceNow offers integration with popular translation services like IBM Watson Translator. By integrating with IBM Watson Translator, you can leverage its powerful language translation capabilities within the ServiceNow platform. The integration involves setting up a connection to the IBM Watson Translator service and obtaining the necessary API keys.

4.3 Integrating with Microsoft Translator Services In this article, we will focus on integrating with Microsoft Translator services. The Microsoft Azure Translator provides a comprehensive and reliable translation service that seamlessly integrates with ServiceNow. To get started, you need to navigate to the Azure portal and create a translator resource.

4.4 Other Translation Options While IBM Watson and Microsoft Translator are popular choices, there are other translation services available that can be integrated with ServiceNow. Depending on your organization's requirements and preferences, you can explore alternative translation options and integrate them into your ServiceNow instance.

Setting up Microsoft Azure Portal Before you can integrate Microsoft Translator services with ServiceNow, you need to set up a translator resource in the Microsoft Azure Portal. The following steps will guide you through the setup process.

5.1 Creating Azure Translator Resource In the Azure portal, search for "translator" and select the Microsoft Translator option. Click on "Create" to start the process of creating a new translator resource. You will need to choose the subscription and resource group for the translator resource.

5.2 Selecting Subscription and Resource Group Select the appropriate subscription and choose whether to create a new resource group or use an existing one. Creating a new resource group allows for better organization and management of resources related to the translator service.

5.3 Choosing Region and Pricing Tier Next, select the region where you want your translator resource to be deployed. Choose a region that is closest to your geographical location to ensure optimal performance. Additionally, select the pricing tier based on your requirements and budget.

Creating Credential and Aliases To establish the connection between ServiceNow and the Microsoft Translator service, you need to create credentials and aliases. This will enable ServiceNow to authenticate and communicate with the translator service effectively.

6.1 Adding Connection to Microsoft Translation Navigate to ServiceNow and search for "Microsoft Translation." Within the Microsoft Translation application, add a new connection by providing a name and the URL of the translator service.

6.2 Creating API Key Credential To authenticate with the Microsoft Translator service, create an API key credential. The API key will be used to establish a secure connection between ServiceNow and the translation service. Paste the copied API key into the credential field.

6.3 Configuring Microsoft Translator Endpoint Retrieve the endpoint URL from the Azure portal for the translator resource created earlier. Paste the endpoint URL in ServiceNow to establish the connection with the Microsoft Translator service.

Activating Microsoft Translator Configuration After setting up the necessary connections and credentials, it's time to activate the Microsoft Translator configuration.

7.1 Activating Translation Configurations In ServiceNow, navigate to the translations configurations and select the Microsoft Translator configuration. Activate the configuration by marking it as active, ensuring that it is ready for use.

7.2 Updating Changes in Azure Portal and ServiceNow After making changes in the Azure portal and ServiceNow instance, be sure to update the configurations to reflect the changes. This ensures the smooth functioning of the dynamic translation feature.

Translating Incident Tickets Now that the setup is complete, let's explore how to use dynamic translation to translate incident tickets in ServiceNow.

8.1 Configuring Dynamic Translation In the incident ticket form, right-click on the short description field and select "Configure Dictionary" to access the attribute options. Click on "New" and select the attribute for dynamic translation. Enable dynamic translation and set the default language for your user profile.

8.2 Translating Text in Short Description Field With the dynamic translation configured, you will now see a translate icon next to the short description field. Clicking on this icon will initiate the translation process. ServiceNow will communicate with the translation service, and the text in the short description field will be automatically translated into your selected language.

Conclusion Dynamic translation in ServiceNow is a powerful feature that enables service agents to overcome language barriers when dealing with incident tickets or support requests. By integrating with popular translation services like IBM Watson or Microsoft Translator, organizations can provide efficient and effective support to customers regardless of language differences. Implementing dynamic translation not only improves operational efficiency but also enhances the overall customer experience. So why let language be a barrier when you can effortlessly break it with dynamic translation in ServiceNow?

Highlights:

• Dynamic translation in ServiceNow breaks the language barrier for service agents.
• Integration with popular translation services like IBM Watson and Microsoft Translator.
• Improved efficiency, better customer experience, cost savings, and operational flexibility.
• Step-by-step guide to getting started with dynamic translation in ServiceNow.
• Configuring translation services, activating translation configurations, and translating incident tickets.

FAQ

Q: Can I use a different translation service instead of IBM Watson or Microsoft Translator? A: Yes, ServiceNow allows integration with other translation services as well. You can explore alternative options based on your organization's needs and preferences.

Q: Can I translate text in other fields besides the short description field? A: Yes, dynamic translation can be configured for various fields within incident tickets or any other forms in ServiceNow. The process remains similar, allowing you to translate text in different fields as necessary.

Q: What languages are supported by dynamic translation in ServiceNow? A: The language support depends on the translation service being used. IBM Watson and Microsoft Translator support a wide range of languages, including popular ones like English, Spanish, French, German, etc.

Q: Can I translate text in real-time while communicating with customers? A: Dynamic translation enables instant translation within the ServiceNow platform, allowing service agents to communicate with customers in real-time, even if the customer's queries come in a different language.

Q: Is dynamic translation available for all ServiceNow instances? A: Dynamic translation requires activating the plugin and configuring the translation service. The availability may vary depending on the ServiceNow license and configuration implemented in your instance.

Q: Is there any additional cost for using dynamic translation in ServiceNow? A: The cost depends on the chosen translation service and the subscription plan associated with it. Some translation services may offer a free tier, while others may require a paid subscription for extensive usage.