Community Knowledge Base

Understanding Multi-language Support in SmarterTrack

In a global economy and marketplace, many companies face challenges disseminating information to customers in several languages though still controlling costs. While the ideal solution may be to have multilingual speakers in every service department to effectively help customers around the world, or to hire human translators to translate every Knowledge Base article, such solutions may not be feasible and they can be cost-prohibitive.

With support for 20 different languages, SmarterTrack makes it easy to communicate with customers on a global level. Multi-language support is provided through:

  • Default language files
  • Translatable strings
  • Live chat translation
  • Knowledge Base translation

Language Files

Supported languages are part of the default installation for SmarterTrack. These translations are, by default, stored in C:\Program Files (x86)\SmarterTools\SmarterTrack\MRS\App_Data\Translations. These files also correspond to the language selection dropdown on the Portal.

One of those files is the English language en.xml file. This contains all of the strings, in English, throughout SmarterTrack. As such, it can be used as a template for creating new, unavailable translation files. That means that if you need SmarterTrack in a language that's not available, that en.xml file can be used as a guideline for creating your own language file. If you create your own file and drop it in the \Translations folder, that language will appear on the portal side and also on the Management Interface side, automatically.

Translatable Strings

Some phrases and words may not be available for translation through a specific language pack. When this happens, administrators can use translatable strings to define these phrases and words. For example, a U.S. company with customers in Spain may create a translatable string to translate the company's department names (billing, sales, etc.) into Spanish (facturacion, ventas, etc.).

Live Chat Translation

Businesses with multilingual agents can automatically route live chat in different languages to the appropriate agent by assigning languages to departments. Businesses that do not have multilingual agents can use the live chat translation feature to allow all agents to respond to chats in nearly every language. For more information regarding live chat translation, please refer to the KB article Automatically Translate Live Chats.

Knowledge Base Translation

Companies with global operations can create Knowledge Base articles in multiple languages and link those articles together. By linking the different versions of the article together, SmarterTrack will recognize that all of the articles are essentially the same; they are just written in different languages.