Pre-requisites to the Installation

In order for Unbabel to work seamlessly, some configurations should be set up as pre-requisites in your Organization before you proceed with the Installation. Should any of these be an obstacle, please be sure to refer that to your LangOps Specialist.

 

Allowing users to use SF Service Cloud

In order to allow your system users to access Service Cloud features, you will need to give the right permissions to them. To do so, follow the steps below:

 

1 - Click on Setup (1) and type Users in the Quick Find box (2). Then, click the Users option(3):

 

On Classic

On Lightning

 

2 - Click Edit right next to the User you want to grant Service Cloud permissions to:

3 - Select the Service Cloud User checkbox:

 

This process should be repeated for all the users you want to grant access to.

 

Email-to-Case Setup

You need to have Email-to-Case in order to use the full Unbabel translation flow. In case you already have this setup completed for your normal workflow, you can skip this step. To set up Email-to-Case:

 

1 - Go to Setup(1) and type email-to-case(2) in the Quick Find search box. Click on the Email-to-Case(3) option.

 

On Classic

On Lightning

 

NOTE: You will need to set a Default Case Owner or Automated Case User. If you have not set one yet, an error message will appear. You can follow the link on the error message in order to set a Default Case Owner and an Automated case user, or head to Setup - Service - Support Settings and set the user there.

 

2 - (Optional depending if it is already enabled or not) Click Edit and check the Enable Email-to-Case checkbox. 

3 - Click Save.

4 - New options will appear as soon as you enable Email-to-Case. Click Edit again and check the following checkboxes: Enable HTML Email, Enable On-Demand Service. 

5 - Click the Save button.

6 - Click New next to Routing Addresses section with the dropdown Email2Case value selected.

7 - Define a Routing Name, Email address and make the Case Origin value correspond to the Email one. Save the configurations.

Email Deliverability access level

Email Deliverability must be set to All Email in order for translations to send.

 

On Classic

1 - Go to setup (1) and type “deliverability" on the search box (2). Click the "Deliverability" link under the "Email Administration" section (3). Select the "All email" option from the ones presented in the dropdown list for "Access level" (4). Press the "Save" button (5).

On Lightning

1 - Click the wheel button on the top right corner (1) and click the Setup option (2).

2 - Type in deliverability on the search box (1). Click the Deliverability link under Email Administration section (2). Select the All email option from the ones presented in the dropdown Access level (3). Press Save(4).

 

Enable Chatter

Chatter is a corporate network that lets users work together, talk to each other, and share information, all in real time.

Type chatter in the quick find box (1), click Chatter Settings (2) and check the Enable checkbox (3).

Enable Case Feed Actions and Feed Items

The Unbabel Interface uses Case Feed actions and Items, and the option needs to be enabled for the Organization. Note: besides adding the option to the Org, you will need to add the individual permission to every Unbabel user (see next chapter).

On Classic

 

1 - Select setup,  type support in the search box and select the Support Settings page.

2 - Ensure the option Enable Case Feed Actions and Feed Items is checked.

In case this option does not appear in the menu, follow the steps below and try (1) and (2) again.

3 - In the setup page, search for Feed Tracking and select this option.

4 - Select the Case object and enable the Enable Feed Tracking option. Press the Save.

On Lightning

 

1 - On the setup page from the previous section, type support in the search box and select the Support Settings page.

2 - Ensure Enable Case Feed Actions and Feed Items is checked.

 

3 - In the setup page, search for Feed Tracking and select this option.

4 - Select the Case object and enable the Enable Feed Tracking option. Press the Save.

NOTE: In case this option does not appear in the menu, follow the steps below and try (1) and (2) again.

Enable Email Drafts

Having this setting on if using Single Feed or any version prior to v3.3 is mandatory for the Integration to translate outbound messages. If you're using Translations feed and version 3.3 or higher, this is not a requisite.

Ensure that Enable Email Drafts is enabled under Support Settings. Our outbound translation flow uses the draft to store the source text, therefore it will break if the configuration is not enabled.

 

 

NOTE: In case this option does not appear in the menu, follow the steps in the previous chapter and try (1) and (2) again.

 

Case Feed Permissions

Note: the Use Case Feed permission step is only available if your Organization was created before the Winter '14 Salesforce release. Case Feed is automatically enabled and assigned to all standard profiles in Salesforce organizations created after the Winter ’14 release. If that is your case, you need to skip this step.

 

Please enable the Use Case Feed permission to all users using the App. 

In order to do this you can create a new Permission Set or use one of the existing ones on your organization. Be aware that you cannot add the permission on the Unbabel Permission Sets as they are not editable.

 

Enable Actions in the Publisher

Type Chatter Settings in the quick text box and tick the Enable Actions in the Publisher option:

 

my Domain (for Lightning)

If you are using Lightning Experience make sure you have my Domain deployed for all of your users.

 

 

Once you meet all pre-requisites you can move forward with the Installation.

 

Set up the Integration User

The user completing the Unbabel configuration will be considered the Integration user. Outbound email translations are authored by the user, so a few requisites need to be met:

• This user requires the Unbabel Permissions Sets (Unbabel API & Service Cloud - Admin)
• User requires Permission to Modify the Translation Request (either in the profile or through a permission set), which is ensured with the Unbabel API permission set
• The Integration User requires permission to access the Org-wide Email Addresses being used with Unbabel, as defined the the Unbabel SC Config Menu
• When using special encoding characters (e.g. Japanese, Russian), please, check the Integration User profile for Email Encoding setting is UTF-8.
  Check this by going to the integration user personal settings or alternatively running the query :

SELECT ID, EmailEncodingKey FROM USER WHERE Id= '----IntegrationUserId----'