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LinguistNow Response: A Complete Support Translation Solution Within Oracle Service Cloud (RightNow)

The below narrative demonstrates how LinguistNow enables mono-lingual support agents within Oracle Service Cloud (OSC) to not only respond to questions in any language via the OSC Incident Workspace, but to also keep translation costs low by pulling in LinguistNow-translated standard texts and FAQs.

  1. The support agent views her support queue within OSC to see which tickets still require a response.
  2. The support agent views her support queue within OSC to see which tickets still require a response.
  3. The agent switches over to the LinguistNow tab because the agent doesn’t speak Japanese, the language of this new ticket.
  4. The agent uses the LinguistNow Translate option to translate the incoming question. The agent views the English translation of the incoming Japanese question under “Customer Thread Translation.” Now the agent understands the question and can click on the Respond option above the translated question. The incoming question translations are generally machine-translated to save time and money. In some cases a machine translation quality is poor and the agent will require a “re-translation” using native human linguists. To obtain this retranslation, the agent would simply click the “Re-translate” option above the Customer Thread Translation. However, 99% of the time, the machine translation is good enough for the agent to understand and respond to the question. The agent clicks on the Respond option above the “Customer Thread Translation.”
  5. The LinguistNow Agent Response Editor is displayed. The agent first clicks on the Standard Text button in the Agent Response Editor window in order to plugin the standard text greeting (specified by the “gr” hotkey) which will add the standard text greeting to the agent’s response window.
  6. The standard text greeting is automatically pasted into the response editor. It includes variables to ensure that the customer’s name and other customer profile information is included in the required greeting.
  7. The agent then adds a short custom response to also be human translated prior to sending. The custom response can be short because the agent knows that LinguistNow has already translated additional standard text related to audio notes. The agent will add this standard text later, as well as a link to a LinguistNow-translated knowledge base article.
  8. Now the agent clicks on the Save/Translate button and a human translation is pushed into the LinguistNow tab when it is ready in the Agent Translated Response area. The English response is saved here as well.
  9. Once the human translated response is pushed into OSC, the agent clicks on the Send button and the translated response is added to the Messages tab email response window where the agent can add the already-translated standard text as well as a link to an already-translated article. We’ll start by adding the Japanese standard text related to audio notes by clicking on the Standard Text option above the Response window.
  10. Within the Standard Text window, the agent navigates to the Japanese version of the standard text “Recording an Audio Note,” which has already been translated via LinguistNow and clicks on OK.
  11. The Japanese standard text is added to the response and the agent now clicks on the Search Knowledgebase option above the email editor to search for the Japanese version of an article about audio note creation.
  12. When LinguistNow is installed for both Answer and Incident translation, a custom report is displayed when the agent selects the Search Knowledgebase option. It allows the agent to search for an article in her own language and to then retrieve the LinguistNow-translated version of that article to send in her translated response to the customer. Because this agent only speaks English, she first uses the custom report to enter the search term “audio note” into a search field to find the related English article. A list of related English articles are returned and she sees the article she wants, first in the list. She grabs the Meta-Answer ID related to the English article in the results because this ID will allow her to retrieve the Japanese translation that she wants to send to the customer.
  13. The agent plugs Meta-Answer ID – 2 - into the Meta (Parent) Answer ID field, removes her English search text and hits the Search button again. Now she sees the Japanese translation that she wants to send to her customer. The Meta or Parent ID is the ID that links all translations of an individual article together. When you search on Meta ID in the LinguistNow-custom Knowledgebase Search window, all translations of a particular article will be returned. You can specify that you only want a specific Language version of that article by selecting a language in the Language drop-down filter. The agent sees the Japanese version of her audio note article and clicks on the “Add as Link” link.
    1. A link to the Japanese article about creating audio notes is also added to her response. Her response has now been professionally translated via LinguistNow into Japanese and is ready to send, containing with the following elements:
      1. A standard text greeting that has been human-translated into Japanese via LinguistNow, leaving the OSC variables intact.
      2. A short, custom response from the agent that has been human-translated into Japanese via LinguistNow.
      3. The Japanese standard-text related to audio notes that was previously translated by LinguistNow, using product-specific glossary translations and translation memory to save money.
      4. The Japanese FAQ that was also previously translated by LinguistNow, using product-specific glossary translations and translation memory to save money.

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