XYZ Corporation, a multinational company with offices and employees in various countries including the United States, Germany, Japan and Brazil, has implemented ServiceNow to improve the efficiency of its IT services, HR processes and overall business operations. Employees from different locations use the ServiceNow platform to seek IT support, submit staffing requests and complete a range of tasks. The biggest challenge is overcoming language barriers, as users from different countries may prefer to use the ServiceNow instance in their native language. ServiceNow’s dynamic translation feature enables multilingual translation that can overcome communication barriers.
What is dynamic translation?
The ServiceNow Dynamic Translation application enables the translation of dynamically generated text by using the translation service providers set up in the Dynamic Translation framework. Dynamic Translation has been improved and updated in the Utah version.
Dynamic Translation is accessible by activating the Dynamic Translation plugin (com.glide.dynamic_translation).
Advantages of Dynamic Translation
Expand your international reach with an integrated translation tool. Facilitate efficient collaboration between international teams and users with seamless communication across your organization.
Resolve customer and employee issues faster. Handle incidents and tasks in real time, regardless of the original language.
Improve information sharing. Disseminate knowledge on a large scale by automatically translating important information into different languages.
Provide exceptional experiences. Integrate real-time translation capabilities seamlessly and easily into your ServiceNow applications.
Step-by-step instructions
- Install the plugin
To be able to use this function, you must first activate the plugin by searching for “Dynamic Translation” in the system definition > Plugins and clicking on Install. - Integration with translation services
Integrate a translation service such as IBM Translator or Microsoft Azure Translator, which is already included with the system. - Set up translation service
An IBM Cloud account must be created for the IBM service if one does not already exist. Once an account has been created, log in, create a language translation service and receive the service URL and API key. This is required for configuration in ServiceNow. - Set up connection and credentials
In ServiceNow, go to Connections & Credentials > Connections & Credentials Alliances. Search for IBMTranslation and open it. Make sure that you are in the correct area. Create a new connection in the list of connections. Click the New button and enter the service URL from the IBM Cloud in the Connection URL field. Click on the magnifying glass in the Credential field and create a new credential with the type Basic Auth Credential. The user name is “apikey” and the password is the API key generated by the IBM Cloud. - Configure IBM Dynamic Translation
An active and default translator must be present in the instance. IBM and Microsoft are inactive by default. In ServiceNow, go to Dynamic Translation > Translator Configuration and set IBM active = true and default = true. - Configure dynamic translation for a field
Navigate to the form (e.g. Incident), right-click on the desired field and select “Configure dictionary”. Click on New in the list of attributes. Fill in the form with Attribute = Dynamic Translation Enabled and Value = true.
Conclusion
In summary, ServiceNow’s Dynamic Translation feature provides a comprehensive solution to the challenges of multilingual communication in the business environment. By enabling the seamless translation of dynamically generated text and integration with translation services, organizations can expand their global reach, improve collaboration and deliver exceptional experiences. By leveraging the benefits of Dynamic Translation, organizations can thrive in a diverse and interconnected business environment.
