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

Support agents can now answer customer questions in any language without leaving the Salesforce platform thanks to Language I/O. Following are instructions that allow agents to respond to questions in unfamiliar languages.


  1. The support agent views her open cases in Salesforce and decides to respond to the following case.
  2. She doesn't speak Japanese, so she navigates to the Details tab shown below to use Language I/O to translate the message.
  3. She clicks the Translate link to translate the ticket. Language I/O will always give the agent the option to retranslate using native human linguists, should the machine-translation be of too poor a quality to understand. This, however, is at the expense of both time and money so rest assured that 99% of the time machine-translations give agents enough of an understanding of the question to be able to answer it accurately.
  4. Now that the agent can understand the question, she can make her way back to the Feed tab and select the email option to reply to the customer, using any templates she usually would.
  5. She can then add a custom response to the question.
  6. The agent now wants to translate this message into the ticket's original language of Japanese, so she saves her response as a draft.
  7. She clicks the Language I/O Translate button to the right and sees the following message.           
  8. After refreshing the page the translated answer will appear in the Email tab.
  9. The agent then wants to attach an article about the Cirrus audio recording software she is recommending, so she navigates to the Advanced Search link under Articles. Using the search term "Cirrus" she finds the following article in English.
  10. She opens the article to confirm it has the necessary information in her own language. When satisfied, she changes the article's language into the ticket's language using the drop-down language menu.
  11. She changes the language to Japanese, which results in a Language I/O-translation of the article she selected. She then clicks the Attach and Return to case button.
  12. Navigating back to the email tab, she will see the Japanese article about audio notes attached to the case.
  13. She wants the customer to receive this information as a pdf with her email so she selects this option, as shown below.
  14. This email is now ready to send, as it 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 money. 




Please sign in to leave a comment.
Powered by Zendesk