Release Notes - Language I/O for Salesforce Case version 2.29

These are the Release Notes for version 2.29, released October 11th, 2023.

Please see the installation instructions in Installing Language I/O Case for Salesforce for the installation link.

New

Translation Quality Estimate

The Translation Quality Estimate (TQE) is a new feature that allows organizations to define quality thresholds for Machine Translation. If the quality of a given email falls under this threshold, the agent receives a prompt that gives them the choice to either send the text to a Human Translator for review, or proceed with the original translation. The Human review step is entirely optional.

TQE is not set up by default. Submit a support ticket if you want to request its installation. For more information, see Using the Translation Quality Estimate (TQE).

Improved

Email body now shows only once

Until now, because of certain custom processes, the body of a customer email displayed twice in the Language I/O tab, once as "Description" and another as “Customer Email”. This could create confusion and cause an agent to accidentally translate the same text twice. We made changes to the Language I/O tab so that it now shows the body of a customer email only once, removing this potential risk.

"Tasks" tab now optional in Language I/O component

There is a new custom settings for Case called “Enable Task Translation”. This settings toggles the visibility of the "Tasks" tab in the Language I/O case component. This way, organizations can configure their plug-in to show cleaner threads, with only messages that need translation.

This new setting is unchecked by default.

Outbound emails now show as “Agent Email”

Outbound emails, that is, emails written by agents, are now labeled as “Agent Email” as opposed to “Case Comment”. This makes it easier for agents to parse the comment history and differentiate between outgoing emails and comments.

Fixed

Machine Word Count updates correctly

A bug was found where the Machine Word Count field in the "Details" tab of the Language I/O component did not update its value as expected after performing an email translation. This is now fixed and the field now correctly shows accurate values.