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            Set Up Real-Time Translations for Case Comments

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            Set Up Real-Time Translations for Case Comments

            Give service reps the ability to translate case comments. A rep can translate an end user’s case comment into the rep’s language in the case feed, as well as translate their response into the end user’s language in the case comment composer before replying to the comment.

            Required Editions

            View supported editions.
            User Permissions Needed
            To set up cases for Lightning Experience:

            Manage Cases

            AND

            Customize Application

            Prepare your Users for Case Comment Translations

            Give your service reps permission to translate case comments.

            • Enable the Service Cloud Translations add-on license.
            • Enable the org preference for Real-Time translation in Support Settings.
            • Give your service reps the Real-Time Translations for Case Comments permission set.

            Translate Case Comments in the Case Feed

            To read a case comment in your preferred language, translate it in the case feed.

            • On the Cases tab, click a case number to open it in the case feed.
            • In All Updates, navigate to the case comment you want to translate. Click the dropdown to the right of the comment, and select Translate.
            • Review the translated version of the comment.
            Translate case comment in case feed.

            Translate Comments in the Comments Composer

            Write a reply to a comment in your preferred language, translate your response in the comment composer into the user’s preferred language and then send it.

            • Write the comment in the composer in your preferred language.
            • Click the Translate button in the toolbar.
            Translate button in the comments composer.
            • In the Translated Text window, select the language you want to translate the comment into from the dropdown. Click Insert.
            • Make final edits to your response, save the response and send it.
            The translated text in the comment composer.
             
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