Sugar U: Session 9: Customizing the Portal and Knowledge Base for Multi-Language Environments

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The Internet Corporation for Assigned Names and Numbers (“ICANN”) is a non-profit organization whose responsibilities include coordination and the secure operation of the Internet’s unique identifier system.

Working with Concentrix, ICANN implemented SugarCRM Enterprise version as the contact center platform for their new gTLD (Generic Top-Level Domain) Application Service Center (ASC) operations.

The requirements of this deployment included support of multi-language1 capabilities for:

Email Response and Escalation Management – Enabling agents to select and enter a response or email in any of six languages.

Customer Self-Service and Knowledge Base - Modification of portal search based on language selection. This also required development of a KDB Import Module which would upload and link identical articles in each of the supported languages from an external source.

1 English, French, Spanish, Russian, Mandarin and Arabic

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Sugar U: Session 9: Customizing the Portal and Knowledge Base for Multi-Language Environments

  1. 1. Sugar U.Customizing the Portal and Knowledge Base for Multi-Language Environments
  2. 2. Jennifer Marlett ConcentrixDatabase Admin & Business Analyst 4/26/2012 ©2012 SugarCRM Inc. All rights reserved. 2
  3. 3. Customer The Internet Corporation for Assigned Names and Numbers (“ICANN”) is a non-profit organization whose responsibilities include coordination and the secure operation of the Internet’s unique identifier system. Working with Concentrix, ICANN implemented SugarCRM Enterprise version as the contact center platform for their new gTLD (Generic Top-Level Domain) Application Service Center (ASC) operations.Tweet: #SCON12 4/26/2012 ©2012 SugarCRM Inc. All rights reserved. 3
  4. 4. Business Challenge The requirements of this deployment included support of multi-language1 capabilities for: Email Response and Escalation Management – Enabling agents to select and enter a response or email in any of six languages. Customer Self-Service and Knowledge Base - Modification of portal search based on language selection. This also required development of a KDB Import Module which would upload and link identical articles in each of the supported languages from an external source.1 English, French, Spanish, Russian, Mandarin and ArabicTweet: #SCON12 4/26/2012 ©2012 SugarCRM Inc. All rights reserved. 4
  5. 5. Methodology Updated Portal nusoap client to support double byte characters by copying nusoap.php from CRM to PortalRootincludenusoap and by copying language packs from CRM to PortalRootincludelanguage Used Portal header.php and header.tpl files to provide applicants a method of switching languages in the Portal Modified the various php files to reference language files in the following directories: PortalRootcustomportalmodules{ModuleName}languageTweet: #SCON12 4/26/2012 ©2012 SugarCRM Inc. All rights reserved. 5
  6. 6. Methodology Majority of translations were added to $mod_strings although some were initially added to $app_list_strings Add UTF8 specific code in php files for double byte characters Specific changes made to support Arabic: Modified Portal & CRM Case fields for RTL alignment Where Arabic and English language texts were intermingled in Arabic KB articles, the HTML was manually updated to reference dir=“rtl”Tweet: #SCON12 4/26/2012 ©2012 SugarCRM Inc. All rights reserved. 6
  7. 7. Methodology Used tags to rending language specific KB articles Each KB article has three tags to support client requirements: Link all 6 language records of the same KB article together Link all articles of same language together Provide method of rendering only articles of selected language in the KB drill down tree Using jstree a custom page was created to display only the tags and KB articles in selected languageTweet: #SCON12 4/26/2012 ©2012 SugarCRM Inc. All rights reserved. 7
  8. 8. Submit Session Feedback Select the SugarCon Mobile App: 1) Tap on this session 2) Tap on survey 3) Submit your feedback*Prizes for attendees who submit session feedback using the Mobile App 4/26/2012 ©2012 SugarCRM Inc. All rights reserved. 8
  9. 9. #SCON12 4/26/2012 ©2012 SugarCRM Inc. All rights reserved. 9

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