Providing VeloCITY 365 in the appropriate language for your area is important. Velocity 365 is multi-lingual for both VeloCITY and Portal users. Alerts matching the user’s preferred language are displayed in the Agent Console. Interaction (SR) Types support translations that are common to any custom entity in VeloCITY 365.


CE Users

Portal Users


Content Snippets


CE Customizations

Knowledge (KB) Articles

Interaction (SR) Types



Web Links


Web Pages


CRM Label Translations

There are 3 stages to providing VeloCITY 365 in the appropriate language. There are some duplicate detection and workflow logic to note when translating labels:

  • Within calculated fields, VeloCITY 365 uses only the base language.
  • Within field labels, the user's preferred language (user interface language) is used if available. If not available, the base language is used.
  • Duplicate detection considerations
    • Duplicates are detected from the fields that are in the base language. While it is possible to localize the language for those fields, duplicates will not be detected if the fields are created of updated outside of the base language.
    • This is also true if importing data; only the fields with labels in the base language are used for duplication detection.
    • When import is executed in non-base language, the import fails because update can't be performed in a non-base language.

Provisioning the language pack

It is important to provision the language packs first. If you import translated values for languages that haven’t been provisioned, they'll be discarded. The language settings are found within Advanced Settings -> Settings -> Administration -> Languages.

Note: Language settings may take some time to complete.

Enabling Supported Languages

Once a language pack has been provisioned, it must be associated with the portal or it will not display as a language option.

To associate a language:

  1. Use the Application Selector to Navigate to Dynamics 365 Portals -> Websites
  2. Open the appropriate portal and navigate to the Supported Languages sub-grid on the General tab
  3. Click Add New Website Language .
  4. The New Website Language form displays.
  5. Complete all the required fields and click Save & Close.
  6. The language displays in the Supported Languages sub-grid and is available for selection when creating a content snippet.
Creating Alerts in Multiple Languages

To create Alerts in multiple languages, an alert must be created in each language (one record per language).

  1. Navigate to Advanced Settings -> Settings -> Alerts
  2. Click New. The New Alert form Displays.
  3. Enter the Alert name and enter the language code.
  4. The language code can be found on the Language Settings Dialogue window - Advanced Settings -> Settings -> Administration -> Languages.

Creating Content Snippets in Multiple Languages

To create Content Snippets in multiple languages, an alert must be created in each language (one record per language).

  1. Use the Application Selector to navigate to Dynamics 365 Portals -> Websites
  2. Open the appropriate Portal and select the Content Snippets tab
  3. Click Add New Content Snippet. The New Content Snippet form Displays.
  4. Enter the required information as well as select the Content Snippet language.
  5. Click Save & Close
  6. For more information on content snippets, refer to "Manage Content Snippets" on the Microsoft documentation site or click here

Enabling Supported Languages

Stub Records

These records are created then need to be updated to reflect the proper translation text

Creating Web Links in Multiple Languages

Web Links are the page navigation links that display within the portal’s primary and secondary navigation as well as within the footer. A new record is created for each of these web link types for each language enabled on the portal, that is, for the primary navigation record type, 3 different primary navigation records will be created if you have enabled English, French and Spanish.

The translation of the actual web link is a part of the client deployment process or through manual translation through the web page editor.

Translating Knowledge Articles into Multiple Languages

To translate existing Knowledge Articles,

  1. Use the Application Selector to navigate to Customer Service Hub -> Knowledge Articles. The Articles form displays.
  2. Select the article to be translated. The article details page displays.
  3. Click Translate. The Create New Translation dialog displays.
  4. Enter the language into which the article should be translated in the Pick a Language field.
  5. Click Create. A new version of the article tagged with the new language is created.
  6. The translated article displays as a child association to the originating article.

Completing a Bulk Translation outside of VeloCITY 365

If translating large amount of content or translating by a professional translator, it may be easier to complete the translation outside of VeloCITY. To do this, the content will need to be exported, modified and then imported back into VeloCITY 365. 

Exporting data for translation
  1. Go to Advanced Settings -> Settings -> Data Management.
  2. Select Export Field Translations.
  3. In the Export Field Translations dialog box, select OK.
  4. All product fields that are marked as localizable by default will be exported. Your internal developers must mark the fields as localizable.
  5. Save the .zip file to your local computer.
  6. Exported text is saved as a compressed file that contains a CrmFieldTranslations.xml that you can open by using Excel. You can send this file to a linguistic expert, translation agency, or localization firm.

The excel file will display Columns A, B and C as well as the column headings for the editable field translations as shaded. Do not change the information that is shaded. Changes within the shaded fields and columns will break the import of the translation file.

The editable fields are displayed below the language code column header, i.e., English = 1033, French = 1036 and Spanish = 3082.

Importing translated data
  1. Go to Advanced Settings -> Settings -> Data Management.
  2. Select Import Field Translations.
  3. In the Field Translation Import Jobs page, on the Action toolbar, select Import Field Translations.
  4. In the Import Translated Text dialog box, select Browse, and select the file that you've received from your translation agency.
  5. Select Import. This starts the import job. You can check the status to see if the import has succeeded or failed.

After you've imported the translated text, users in your organization will see the data in their preferred language. If a value for the preferred language does not exist, the results will be shown in the user's base language.