Configurations - Case Page Layouts and adding the Translation components

The Unbabel for Salesforce Service Cloud introduces objects, actions and fields that need to be added to the appropriate Page Layouts. Failure to configure all Layouts the Unbabel agents will be using will result in the integration options not being available.

A page layout that will typically need configuration is the Case object.

Edit Case Page Layouts

Navigate to the Cases page layout by following these steps:

1 - Select Setup. Go to Object Manager, search and click on Case. Open Case Page layouts.

You will need to perform some adjustments on the Case Page Layout page:

1 - Click on the Case Page Layout you will be modifying. Make sure it is a Feed-Based Layout. To learn more on how to create or convert to Feed-based layouts, read this SF article.

2 - To add Unbabel fields, click on the Fields section.

3 - Create a section using drag and drop:

4 - Name it Unbabel and apply the following settings:

5 - Add the following fields to this newly created section: 

• Unbabel Language
• Unbabel Translated Description (optional if using the Translations Feed view)
• Always Check Language

6 - Click the Save button. Repeat the process any other feed based Case page layout that you are using.

Adding the Unbabel Translation component to the Flexipage

The previous custom Unbabel email publisher is seeing end of support at the end of 2024, being replaced by the Unbabel translation components.

The Unbabel translation components need to be added to all pages in use by agents. To achieve this:

1 - Navigate to the case record that has assigned the flexipage you want to change.

2 - Click the setup gear icon, then select Edit Page.

3 - On the components search box type: “unbabelTranslateDraftAndSendEmail” and/or  to find the component under the custom components list. This component is responsible for translating an email draft and send the translation to the customer once finished.

Another component, “unbabelTranslateAndUpdateDraft”, is available. This translate the draft but doesn't send the message. Can be used as an alternative when apex limits are hit.

4 - Drag the component(s) to the desired page area.

5 - Repeat the process in every page accessible by agents using Unbabel.

Let's configure the Translations Feed so it shows on the Case page next.