How to set up Salesforce Service Cloud integration and translate Salesforce Service Cloud content

Integrating Smartcat's AI translation with Salesforce Service Cloud allows your support teams to provide seamless multilingual service. Automate the translation of customer inquiries, support tickets, and communications to ensure fast, consistent, and accurate responses across languages. Streamline your global customer support and success processes, removing language barriers and enhancing service quality.

Follow this guide to set up the integration and improve your multilingual support.

Before starting the integration process, ensure you have:

1. My Domain URL : The unique domain for your Salesforce instance.

2. Consumer Key & Consumer Secret : Generated from your connected app in Salesforce.

3. Username, Email & Password : Your Salesforce account credentials.

1. Log into Salesforce and click the gear icon at the top-right corner to access Setup.

2. In the Quick Find search bar, type and select My Domain.

3. Copy your Current My Domain URL for later use. If URL doesn't have protocol users should add https:// before the link manually

1. In Setup, type and select App Manager in the Quick Find bar.

2. Click New Connected App.

3. Fill in the required fields, including app name and email.

4. Enable OAuth settings, and select Full Access under OAuth scopes.

5. Add the required Callback URL (use callback.smartcat.ai)4 and ensure all checkboxes are selected for access.

6. Save the app.

7. Go to Manage Consumer Details and copy your Consumer Key and Consumer Secret.

After a connected app is created we need user to:

Go to the App Manager -> Select created app -> Click manage (or another way is Connected Apps -> Open created app for editing)

Click on "Edit Policies"

Set "Permitted Users" to "All users may self-authorize" and "IP relaxation" to "Relax IP Restrictions" (this one is recommended).

1. Click your user avatar in the top-right corner and select Profile.

2. In the Details or Contact section, locate and copy your Username and Email.

3. If this information is missing, navigate to Settings > Users > Users, then search for your details.

1. Log into Smartcat and go to Settings.

2. In the Integrations section, select Salesforce Service Cloud.

3. Enter your Consumer Key, Consumer Secret , and My Domain URL.

4. Provide your Username and Password to complete the connection.

5. Once connected, Smartcat will begin automating translations within Salesforce, enabling multilingual ticket and support handling.

After successfully integrating Smartcat with Salesforce Service Cloud, managing your translations becomes simple. Here’s how you can manage translations within Salesforce:

Once the integration is active, you can start sending content for translation directly from Salesforce Service Cloud:

1. Open any customer inquiry or ticket.

2. Select the Translation option within the ticket interface.

3. Choose the target language and submit the content for translation. Smartcat’s AI will process the content and return the translated version.

You can follow along in the interactive demo about and read through the steps below.

1. Click on the integration in the shortcut to access your list of articles, which are automatically imported from Salesforce Service Cloud. Select the articles that you would like to translate.

2. Create a new translation project. Give it a project name, select a deadline, as well as the original language, also known as the source language, of the article and the language for translation, also known as the target language. You will also set up the workflow for this project. For the best and fastest results, select Smartcat AI translation and human review.

3. Next, configure import settings. Select whether to import existing translations, for example if you have changed something within the source article that now needs to be reflected in the translation. You can also add article fields to include in the translation.

4. You can select article fields one by one from this list or use a previously saved set of fields.

5. Next, select create a project and wait for the content to be imported from Salesforce.

6. You will see that the AI translation of your content is in progress.

7. Next, preview the article in Smartcat Editor, where you can review the AI translation and make any corrections you require. You can also invite a reviewer to complete this task for you, from your team of in-house reviewers or the Smartcat network. It consists of 500,000 reviewers globally for all language pairs and subject matters.

8. The source text of your article is on the left-hand side, and the translation in the target language is on the right side. You will also see the title field names that help reviewers understand the article sections.

9. You can edit the translation by typing into each text segment on the right-hand side. Click the check box on the right to confirm the translation. Review and confirm all of the translations. Then, select done.

10. Now that the article is translated, you can send it back to Salesforce Service Cloud. You can also select if draft or confirmed translations should be sent back. Confirm the target language. Then, click on Send translations.

11. You will then see the translated content in Salesforce Service Cloud. You can also switch between language versions for this article.

You can track the status of translations directly within the Salesforce Service Cloud environment:

1. Navigate to the Translation Management section within the Salesforce dashboard.

2. Here, you’ll see all active translation requests, along with their current status (in progress, completed, etc.).

3. Review progress to ensure that translated responses are delivered on time.

Once the translations are complete, you can review the content to ensure accuracy:

1. Open the ticket or inquiry and view the translated version within the same interface.

2. If needed, make any manual adjustments to the translation.

3. Once reviewed, send the translated response back to the customer.

To further enhance efficiency, you can set up automated triggers to translate incoming customer inquiries based on predefined rules:

1. Go to Settings > Workflow Automation in Salesforce.

2. Create rules for automatically routing certain tickets to Smartcat for translation, based on language detection or customer region.

3. This automation ensures that all incoming communications in specific languages are translated without manual intervention.