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

1. Sugar U.
Customizing the Portal and Knowledge Base for
Multi-Language Environments

2. Jennifer Marlett
Concentrix
Database Admin & Business Analyst
4/26/2012 ©2012 SugarCRM Inc. All rights reserved. 2

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. 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 Arabic
Tweet: #SCON12
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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}language
Tweet: #SCON12
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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
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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 language
Tweet: #SCON12
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8. Submit Session Feedback
Select the SugarCon Mobile App:
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*Prizes for attendees who submit session feedback using the Mobile App
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9. #SCON12
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