Salesforce Case translation user guide (Lightning)

With Language I/O Case for Salesforce, monolingual agents can now respond to customer questions in multiple languages:

• Translating the Subject and Description of a case
• Post a Comment in Foreign Language
• Translating a draft email
• Translating other content

Translating the Subject and Description of a case

1. Suppose that, as an agent in the Service Console of Salesforce Lightning, you open a case that has a Subject and a Description in a foreign language, for example Spanish:
   
2. Select the Language I/O Tab. Click on an item to translate, then click Translate:
3. The Language I/O component sends the original Spanish text to the Language I/O server for translation. If the language is supported, the system automatically detects the locale based on the source text, and returns the English translation.
4. Both the source and the translated text now appear in the UI.
5. (Optional) If you wants to retranslate the text with a different Machine Translation engine or a human linguist, click on Retranslate. If you want to only translate a portion of the message, select this portion, then click Partial.

Partial translations

Partial translation is when you select a portion of a message to be translated instead of translating the entire message. This can be useful for example when language detection fails because the message contains two languages. By selecting only the portion of the message that is relevant, you can force the application to re-detect the language so that all following translations are processed properly.   

To detect the language when multiple languages are detected, follow these steps:

1. First, click Partial.
2. Highlight the portion of text that you want to translate.
3. Click Translate.

Post a Comment in Foreign Language

1. You can also post a public comment in the customer's language:
   
2. Use the "Post Comment" widget in the Language I/O tab to enter a comment in English, then click the Translate button:
   
3. The translation of the posted comment appears in the UI.

Translation of E-Mail Draft

You can use the Language I/O Email Draft component to translate an outgoing email draft from English to a foreign language.

To translate an email draft, follow these steps:

1. Create a draft email using the Email action of a feed, then click the Translate button in the Language I/O Email Draft Translation component:
   
2. The component sends the draft email in English to the Language I/O server for translation.
3. The component updates the draft email with the translated Spanish text, and shows it in the Email action:
   

Translating more content

Language I/O Case for Salesforce is not limited to subject, descriptions or emails: it can also perform translations of comments posted by a customer in a foreign language, use configurable machine translation engines, support for human translations, etc.