Language I/O: A Complete Support Translation Solution within Salesforce

With Language I/O, support agents can now answer customer questions in any language without leaving the Salesforce platform. This article shows how agents can respond to questions in unfamiliar languages.

1. The support agent views their open cases in Salesforce. They decide to respond to the following case:
   
2. They do not speak Japanese, so they go to the Details tab (shown below) to use Language I/O to translate the message:
   
3. A click on the "Translate" link translates the ticket. Language I/O always gives agents the possibility to retranslate with native human linguists if they consider that the machine translation quality is inadequate. Human translation incurs additional costs and takes more time. The vast majority of machine translations is typically good enough for agents to answer questions accurately.
   
4. Now that the agent understands the question, they can make their way back to the Feed tab and select the email option to reply to the customer, using their usual template:
   
   
5. They can then add a custom response to the question
   
6. The agent now wants to translate this message into the ticket's original language (Japanese) so they save their response as a draft:
   
7. They click the Language I/O Translate button to the right. The following message appears:           
8. After they refresh the page, the translated answer appears in the Email tab:
   
9. The agent wants to attach an article about the Cirrus audio recording software they are recommending. They go to the Advanced Search link under Articles. Using the search term "Cirrus" they find the following article in English:
   
10. They open the article to confirm it has the necessary information in their own language. Then, they change the article's language into the ticket's language using the drop-down language menu:
    
11. This results in a Language I/O-translation of the selected article. 
12. The agent click the Attach and Return to case button.
13. Navigating back to the email tab, they can see the Japanese article about audio notes attached to the case.
14. The agent wants the customer to receive this information as a PDF with the email, so they select this option, as shown below:
    
15. The email is now ready to send, and contains:
    • a greeting template that has been human-translated into Japanese via Language I/O,
    • a custom response from the agent that has been human-translated into Japanese via Language I/O, and
    • a PDF article in Japanese about audio notes previously translated by Language I/O using product-specific glossary translations and translation memory to save costs.