Finding 1
Treat language as a capability, not a project
Multilingual support is an ongoing person engagement capability with owners, governance, and metrics — not a one-time website translation effort.
Hyde Housing outcome
Key findings
The London Community Sprint — convened ahead of Salesforce World Tour the week of June 15th to tackle Hyde Housing's 9-month challenge — concluded that multilingual support should be treated as a person engagement capability rather than a website localization project.
Supporting Experience Cloud alone is not sufficient.
Organizations must consider Agentforce, Knowledge, CRM data, messaging, mobile apps, and human service teams as part of a unified multilingual strategy.
Six findings the sprint surfaced
Finding 2
Plan for all touchpoints from day one
Experience Cloud, Agentforce, Knowledge, CRM data, messaging, Mobile Publisher, and human agents all need to be in scope. Adding them later doubles the work.
Finding 3
Choose a Salesforce-native architecture
Native platform integration avoids the gaps and broken authenticated journeys that come with browser overlays and bespoke pipelines.
Finding 4
Invest in memory and glossaries early
These two assets compound in value. The earlier they are built, the more reuse and consistency the program enjoys.
Finding 5
Make human review part of the model
Sensitive content always needs a human in the loop. Build review queues with role-based access from the start.
Finding 6
Govern across teams
A steering group, owners per program, and quality dashboards prevent the program from drifting once it scales across the organization.
Multilingual person engagement
Build a multilingual Salesforce experience that serves every person
Learn from Hyde Housing's journey and accelerate your own multilingual transformation across Experience Cloud, Agentforce, Mobile Publisher, Knowledge, and messaging channels.