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Service Plan Translation
Learn how and when Service Assistant translates the Service Assistant component, service plan content, and agent chat into your service reps' preferred language.
Required Editions
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Translation of a service plan into a service rep's preferred language is supported only for guidance plans. See Guidance Plan Translation. Dynamic plans for case, messaging, and voice are always shown in English.
However, apart from the service plan itself, the Service Assistant component contains several content elements that are translated into the service rep's preferred language. For dynamic plans, this results in a mixed-language experience when a service rep's preferred language isn't English. Here's how each content element is translated.
Component UI Text
The Service Assistant component contains user interface (UI) text, such as the component name, buttons, headings, chat box, tool tips, and hover text. For both guidance plans and dynamic plans, UI text is always shown in each service rep's preferred language. This is the default behavior.
Service Plan Content
Service plan content includes all parts of the service plan, such as the record summary, plan section headings, plan steps, actions surfaced, and knowledge article citations. Translation of service plan content is based on the plan type.
Guidance plan steps are translated into the service rep's preferred language through Real-Time Translations. See Guidance Plan Translation.
Dynamic plan summaries and steps for case, messaging, and voice are always shown in English.
Agent Chat
Agent chat content includes the entry field description text and the agent responses returned when a service rep asks a question or requests knowledge or an action.
The chat box description text is shown in the service rep's preferred language. Service reps can ask questions and request knowledge or actions in their preferred language, but agent responses are always shown in English. Knowledge article citations are shown in the language the article is written in.
Capabilities
Translation for Service Assistant capability vary.
Case Catch-Up and Insights is translated according to Prompt Builder supported languages. If the service rep has their language preference set to a Prompt Builder language, the card is shown in that language. Otherwise, the card shows in English. See Prompt Builder Supported Languages.
Service Replies are translated according the languages supported by Real-Time Translations. If the service rep has their language preference set to a Real-Time Translation language, the card is shown in that language. Otherwise, the card shows in English. See Translate Service Conversations with Real-Time Translations.
Conversation Catch-Up doesn’t support translation. It’s always shown in English.
