Agent to Agent Retranslation in Salesforce Case

The purpose of this article is to give you an overview of the Agent to Agent feature from Language IO for Salesforce Case. Agent to Agent allows anyone with the permission to view a particular case to translate source items (description, subject, feed text, post comment, and case comment) to their own language, regardless of the languages spoken in the original conversation.

Agent to Agent Retranslation is a feature available in Language IO Case from version 2.22 and later.

In this article

• How it works
• Posting a comment
• Case comments
• Feeds
• Edge Cases

How it works

In the following example, the end-user is speaking Spanish, Agent One speaks English, and Agent Two speaks Chinese.

1. Agent One receives a brand new case from a Spanish speaking end-user:
   

2. Agent One translates or retranslate once, and partially translate unlimited times for both source items, description and subject (The screenshot shows the Description):
   

   Note: To see the Subject in the Language IO plugin, make sure that "Show Subject" is checked in the Custom Settings.
3. Agent One then escalates the case to Agent Two. When Agent Two views the case, two things happen:
   1. Agent One’s translations are greyed out
   2. Agent Two can see the original text from the end-user at the top:
      
4. Like Agent One, Agent Two can translate or retranslate once, and partially translate unlimited times. Note that:
   • Agent Two’s translations show above Agent One’s translation:
     
   • Agent Two’s translations are not greyed out.
     

Posting a comment

Suppose that Agent One creates a Post Comment in their language, then translate it to end-user's language:

Agent One then escalates the case to Agent Two. Agent Two can see the post comment with Agent One’s translation greyed out. Agent Two can now translate or retranslate once, and partially translate unlimited times from Agent One’s language to Agent Two’s language:

Case Comments

There are three ways case comments can behave, depending on whether the "Treat Comments as Foreign" custom setting is checked or not:

• When "Treat Comment as Foreign" is checked, the plugin can translate Case Comments created by the end-user into the Agent’s language. 
  • This does not prevent the Agent from creating internal comments.
• When the setting is unchecked, Case Comments are treated as internal comments.

Scenario 1: "Treat Comment as Foreign" checked, end-user creates case comment

1. Agent One receives a Case Comment that was created by the end-user:
   
2. Agent One can translate or retranslate once, and partially translate unlimited times:
   
3. When Agent Two receives the case, they can view the case comment with Agent One’s translations greyed out:
   
4. Agent Two can translate or retranslate once, and partially translate unlimited amount of time:
   

Scenario 2: "Treat Comment as Foreign" checked, Agent One creates internal case comment

1. Agent One creates an internal case comment in their own language:
   
2. If Agent One tries to translate this comment, they receive an error because they are trying to translate English to English:
   
3. Agent Two can view the Case Comment and translate it into their language:
   

Scenario 3: "Treat Comment as Foreign" unchecked, Agent One creates an internal case comment

1. Agent One creates a case comment, they can translate it into the end-user's language:
   
2. Agent Two can view the case comment:
   
3. When Agent Two can translate the case comment into their language:
   

Feeds

When the end-user creates a Feed Post

1. Agent One receives feed post made by the end-user. They can translate, retranslate, and partially translate.
2. Agent Two receives case from Agent One. They can see the feed post with agent one’s translations greyed out:
   
3. Agent two can translate, retranslate, and partially translate:
   

When the agent creates a Feed Post

1. Agent One creates a feed post. They can try to translate this feed post, but this will not be successful:
   
2. However, Agent Two can translate the feed post into their language:
   

Edge Cases

What happens if you transfer to a third agent or a supervisor?

• A third agent or supervisor would see the previous agents translations greyed out, like Agent Two did.
• They would be able to translate each source item, like Agent Two was able to.

What if Agent Two transfers the case back to Agent One?

• Agent One can see Agent Two’s translations greyed out
• They can see their own previous translations no longer greyed out.
• Entries are in chronological order.