Salesforce Case 2.22 Release Feature Details

Details of the Salesforce Case 2.22 Release Features

• Agent Translation Quality Ratings
• Agent to Agent Translation
• Same Consumer Credential Usage

Agent Translation Quality Ratings 

Agent Translation Quality Rating flag is a feature that provides an Agent the ability to flag a translation after it has been sent to the customer.  When checked, it enables Agents to be able to flag a translation when it is wrong or could be improved. 

How It Works

A comment is entered by a customer or Agent.

The Agent then translates the message.

Note:

• This works with auto translation as well.

The Agent then realizes that the translation quality is not good.

The Agent can click the quality rating flag to identify the translation as one that could be approved.

The flag is then recorded by the servers at LIO.

Agent to Agent Translation 

Agent 2 Agent is a feature that allows all who are able to view a particular case to be able to translate source items (description, subject, feed text, post comment, and case comment) to their own language regardless of the original languages.

Examples by Source

Note:

• The customer is speaking in Spanish, Agent One in English, and Agent Two in Chinese (Simplified).

Description & Subject

Agent One receives a brand new case from a Spanish speaking customer

Agent One can translate once, retranslate once, and partially translate unlimited times for both source items.

Description

Subject

Agent One then escalates the case to Agent Two. When Agent Two views the case, they can see Agent One’s translations blurred out and see the original text from the customer above.

Agent Two can translate once, retranslate once, and partially translate unlimited times. Agent Two’s translation shows above Agent One’s translation. Agent Two’s translation should not be greyed out.

This shows translation, retranslation, and partial translation for Agent Two.

Note:

• To see Subject in the Language I/O plugin, Show Subject has to be checked in the Language I/O Response Public Settings under Custom Settings.

Post Comment

Agent One creates a Post Comment in their language, when they translate it, it's translated to the customer’s language.

• • Edge case: At this point Agent One can choose to retranslate and partially translate the same message, it would retranslate to the customer’s language from Agent One’s language.

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

Case Comments

There are three paths case comments can have. This is due to the Treat Comments as Foreign custom setting that can be either checked or unchecked.

What is Treat Comment as Foreign:

• When Treat Comment as Foreign setting is checked, it is able to translate Case Comments that are created by the customer into the Agent’s language.
• This setting being checked does not prevent the Agent from creating an internal comment.
• When this setting is unchecked, Case Comments are treated as if they were internal.

A.  Treat Comment as Foreign Checked - Customer Creates Case Comment:

Agent One receives a Case Comment that was created by the customer

Agent One can translate once, retranslate once, and partially translate unlimited times.

When Agent Two receives the case, they can view the case comment with Agent One’s translations blurred out.

Agent Two can translate, retranslate once, and partially translate unlimited amount of times.

B.  Treat Comment as Foreign Checked - Agent Creates Internal Case Comment

Agent One creates an internal case comment in their own language.

If Agent One tries to translate this comment, they receive an error because they are trying to translate English to English.

Agent Two then can view the Case Comment and translate it into their language.

C.  Treat Comment as Foreign Unchecked - Agent Creates an Internal Case Comment.

Agent One creates a case comment, they can translate it into the customer’s language.

Agent Two then can view the case comment.

When Agent Two translates the case comment, it translates into their language.

Feed

Customer Creates a Feed Post

Agent one receives feed post made by customer and can translate, retranslate, and partially translate.

Agent two receives case from agent one and can see the feed post with agent one’s translations blurred out.

Agent two can translate, retranslate, and partially translate.

Agent Creates Feed Post

Agent One creates a feed post and can attempt to translate this feed post but will not be successful.

Agent Two can translate the feed post into their language.

Note:

• Feed comments can be viewed through the Language I/O Case Translation plug-in if the Enable Feed Translation setting is checked in its custom settings.

Edge Cases

What happens when a third agent/supervisor comes into the picture?

• They should be able to see the previous agents translations blurred (both agent one’s translations and agent two’s translations should be blurred out) out and they should 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 should be able to see Agent Two’s translations blurred out, Agent One should also be able to see their own previous translations not blurred out.
• Entries are in chronological order.

Same Consumer Credential Usage

Language I/O (LIO) can now support several Salesforce environments using only one consumer when the customer is using machine translation with the Case, Chatbot, Digital Engagement, or Chat plugins. 

Notes:

• Previously, LIO had to configure a consumer for every active environment.
• There is no longer a limit on how many environments a customer can have the Language I/O plugins enabled. 
• No longer a need to:
  • provide LIO with a user name and password to authenticate into their organization.
  • establish an OAuth connection.
  • provide an org URL. 

Limitations:

• Article plugin does not support this feature.
• Human translation is not yet supported.
  • This includes article translation, as well as rapid human translation available within the case plugin.