Add multilanguage support for your agent applications


Applies To: Dynamics 365 (online), Dynamics 365 (on-premises), Dynamics CRM 2013, Dynamics CRM 2015, Dynamics CRM 2016

Unified Service Desk enables you to bundle in localized strings for your controls interface so that they appear in the language based on the locale settings of the user’s computer. The multi-language support is available for all the components except for those that are surfaced through Customer Care Accelerator, which doesn’t support multi-language scenarios. This includes the hosted control tab names.

To provide localized resources for your component:

  1. Start by creating an XML file using the ASP.NETresx formatting. Here’s an example of this format.

      <data name="Welcome">
        <value>My Translated Welcome</value> 

    Each term that you want to provide a translation for must be included in a data element with a name and a value child with the translation.

  2. Save the file with the language identifier in the file name. For example, if you have Spanish resources, you can save the file with the name “”

  3. Upload the file as a web resource to Microsoft Dynamics 365. Name the web resource so that you can identify the language of the string resources in it.

    1. Sign in to Microsoft Dynamics 365.

    2. Go to Settings > Customizations (How do I get there?)

    3. Click Customize the System to add the web resources to the default solution.

    4. On the Default Solution page, click Web Resources, and then click New.

    5. On the new web resource page, specify the name of the web resource, select Data (XML) as the type, English as the language, and then select your .xml file.

      New web resource

    6. Save and publish the web resource.

  4. After publishing the web resource for your language resource file, add the web resource to your Global Manager hosted control.

    1. On the nav bar, choose Settings > Unified Service Desk > Hosted Controls.

    2. Click Dynamics 365 Global Manager under the Name column, or select the record, and click Edit on the command bar.


      Dynamics 365 Global Manager is the name of the default Global Manager hosted control type in Unified Service Desk. If you have a Global Manager hosted control with different name, select it instead.

    3. On the Dynamics 365 Global Manager page, under the Language Services area, click + to add a language module record.

      Add a language module

    4. On the New Language Module page, specify the name, LCID, and the name of the web resource that contains the translation file.

      The LCID should be populated with a value that represents the language that this resource represents. View the list of locale IDs.

      New language module


    If you use language services, you should always configure language services for your base Dynamics 365 language. In this example, add an English language service as well. The base language translation file is always used if someone uses a language pack in Dynamics 365 that doesn’t have a translation file in Unified Service Desk language services.

  5. Click Save.

Use the translated text

To use the translated text, refer to the entry using a replacement parameter as shown here.


This can be used anywhere that you use a replacement parameter and the translation file may contain other replacement parameter as well. The language translation will be substituted first and then the other replacement parameters will be applied. These can be used for names of buttons, text of agent scripts, or wherever you can use replacement parameters.

See Also

Global Manager (Hosted Control)

Unified Service Desk 2.0

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