Decrease Response Time for Global Service Representatives with Translate Service Replies

Allow service representatives to translate end-user messages and their own responses before sending them. Service reps can now view customer replies in their local language, respond, and have that response translated back into the customer’s preferred language.

Where: This change applies to Enterprise and Unlimited editions with the Agentforce for Service add-on, or to the Agentforce 1 Service Edition.

Who: Translate Service Replies is only available for customers with MIAW enabled and the Real Time Translation Permission set.

How: In Setup, under Einstein Service Replies, enable the Translate Service Replies toggle.

To translate a customer's message, click the Translate link that appears in the Service Console.