---
schema_version: "1"
id: 762fc4628193f13b71a250b3ef20168b05b69ac832fa67e5cc6e0f7490c768cb
title: Guidance Plan Translation
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sp_translation.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sp_translation.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 5bc00505aaf7895586260db948dc2c49aa0a896f5089e437adf3ba63ef8abb61
description: Learn how and when Service Assistant translates guidance service plans using Real-Time Translation.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Guidance Plan Translation

Learn how and when Service Assistant translates guidance service plans using Real-Time Translation.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
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          <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <a name="sp_translation__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_translation__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span>
            <strong>This article applies to:</strong>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case with guidance plans only</td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/crossmark.png" alt="X icon"></span>
            <strong>This article doesn't apply to:</strong>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <ul>
              <li>Service Assistant for Case with dynamic plans</li>

              <li>Service Assistant for Messaging</li>

              <li>Service Assistant for Voice</li>

            </ul>
          </td>

        </tr>
      </tbody>
    </table>

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png)

Important Translation of service plans is only available for Service Assistant for Case with guidance plans. Translation of dynamic plans for case, messaging, and voice isn’t supported.

Service Assistant translates guidance service plans for case into two different experiences: your company's preferred language and the service rep's preferred language. Each of these translation experiences comes with specific support requirements, language compatibility, and considerations.

- [Drafted Plan Language](https://help.salesforce.com/s/articleView?id=service.sp_translation.htm&release=264.0.0&type=5)
- [Service Rep Plan Language](https://help.salesforce.com/s/articleView?id=service.sp_translation.htm&release=264.0.0&type=5)
- [Translation Scenarios](https://help.salesforce.com/s/articleView?id=service.sp_translation.htm&release=264.0.0&type=5)
- [Considerations](https://help.salesforce.com/s/articleView?id=service.sp_translation.htm&release=264.0.0&type=5)
- [Billing and Consumption](https://help.salesforce.com/s/articleView?id=service.sp_translation.htm&release=264.0.0&type=5)

## Drafted Plan Language

By default, all service plans are drafted in your company's default language, known as the drafted plan language. This behavior is automatic and requires no manual setup. Service reps need only the Service Planner User permission set.

Although Salesforce offers a wide range of options for your company's default language, Service Assistant is limited to the specific subset of languages supported by Prompt Builder. See [Supported Languages in Prompt Builder](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_localize_responses.htm&type=5&language=en_US). If your company's preferred language isn't supported by Prompt Builder, service plans are always shown in English.

**Considerations**

Service plans contain two content elements: user interface text (buttons and headers) and service plan content (case summary, plan section headings, and plan steps). Each content type is translated separately.

- The UI text is always shown in each service rep's preferred language according to [Service UI Supported Languages](https://help.salesforce.com/s/articleView?id=xcloud.faq_getstart_language_support_ui.htm&type=5&language=en_US).
- The service plan content is always shown in your company's default language.

The difference in translations means that the component UI text is shown in the service rep's preferred language and the service plan content is shown in the company's preferred language. The following example shows a plan where the UI text is in Spanish, but the plan content is in English. Further details are provided in the [Translation Scenarios](https://help.salesforce.com/s/articleView?id=service.sp_translation.htm&release=264.0.0&type=5) section.

To avoid a mixed language experience, we recommend that you either:

- Use Real-Time Translations to have service plans fully translated into each service rep's preferred language. See the next section.
- Set your service reps' preferred language to your company's preferred language, if possible. If your company's preferred language isn't supported by Prompt Builder, set your service reps' language to English, if possible.

![Scenario 1 example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_translate_scenario.png)

## Service Rep Plan Language

To let service reps work with service plans in their preferred language, you can optionally turn on [Real-Time Translations](https://help.salesforce.com/s/articleView?id=service.real_time_translations_intro.htm&type=5&language=en_US). When turned on, Service Assistant translates all text in the component from your company's preferred language into the service rep's preferred language in real time. All text is automatically translated when service reps:

- Open a new case and a case summary is drafted.
- Draft or redraft a service plan.
- Open a case with a preexisting case summary or drafted service plan.

**Supported Languages**

Service Assistant supports the same languages as Real-Time Translations. The full list of languages is provided in [Considerations for Real-Time Translations](https://help.salesforce.com/s/articleView?id=service.real_time_translations_considerations.htm&type=5&language=en_US).

If a service rep's preferred language isn't supported by Real-Time Translations, the service plan language is shown in your company's default language. If your company's preferred language isn't supported by Prompt Builder, the plan is shown in English.

**Requirements and Permissions**

Translation of service plans using Real-Time Translations is available only with the Agentforce for Service or Agentforce 1 add-on licenses. If you have an Einstein for Service license and want to use Real-Time Translations, contact your Salesforce account executive.

For service reps to view plans in their preferred language, they need the Service Plan Translation permission set. The ServicePlanner User (the agent user) doesn't require the permission set. The Service Assistant admin needs only the Service Planner Builder permission set to set up Real-Time Translations.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e259">Persona</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e262">User License</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e265">Permission Sets</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e259 ">Service Assistant Admin</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e262 ">Salesforce</td>

            <td data-label="Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e265 ">Service Planner Builder</td>

          </tr>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e259 ">Service Rep</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e262 ">Salesforce</td>

            <td data-label="Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e265 ">
              <ul>
                <li>Service Planner User</li>

                <li>Service Plan Translation</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e259 ">ServicePlanner User</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e262 ">Einstein Agent</td>

            <td data-label="Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e265 ">None</td>

          </tr>
        </tbody>
      </table>

**Translation Setup**

To translate service plans in your rep's preferred language, you must turn on Real-Time Translations for Service Assistant in the Real-Time Translations setup page. After, assign service reps the Service Plan Translation permission set. See [Set Up Service Plan Translation (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_translation_setup.htm&release=264.0.0&type=5 "Turn on Real-Time Translations to translate service plans into service reps' preferred language.").

When Real-Time Translations is turned on and service reps have the required permissions, Service Assistant automatically translates plans in the following scenarios.

- Each newly drafted service plan is first generated in your company's preferred language and then translated in real time into the service rep's preferred language.
- Active service plans in either a summary or drafted state are translated when service reps open or refresh the Case record.
- Service plans that are closed before Real-Time Translations is turned on are presented in the service rep's preferred language when service reps open or refresh the Case record.

**Considerations**

The translation of service plans into a service rep's preferred language isn't saved as a permanent version. Translated service plans are generated in real time and are visible only to the service rep working the service plan.

If a different service rep opens the same case, a new real-time translation occurs and the plan is shown in their preferred language. When the service rep's preferred language isn't supported or they don't have the required permission set, the plan language is shown in your company's default language or English when your company language isn't supported in Prompt Builder.

## Translation Scenarios

Service plans contain two text elements: user interface text and service plan content. The translation of these text elements is handled separately.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:20%">
          <col style="width:40%">
          <col style="width:40%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e383">Element</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e386">What It Is</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e389">Translation Behavior</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Element" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e383 ">User interface text</td>

            <td data-label="What It Is" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e386 ">Fixed elements in the Service Assistant component: headers, buttons, tooltips,
              and hover text.</td>

            <td data-label="Translation Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e389 ">
              <p>Always displayed in the service rep's preferred language.</p>
              <p style="margin-bottom:0;">The translation of user interface text always aligns with <a href="https://help.salesforce.com/s/articleView?id=xcloud.faq_getstart_language_support_ui.htm&amp;type=5&amp;language=en_US" target="_blank">Service User Interface Language Support</a>
                and is translated separately from the drafted plan language.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Element" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e383 ">Service plan content</td>

            <td data-label="What It Is" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e386 ">The text of the service plan: case summary, service plan steps, and plan
              headings, such as "Gather Information" and "Work the Issue". </td>

            <td data-label="Translation Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e389 ">
              <p>Always drafted in your company's default language when supported by Prompt
                Builder.</p>
              <p style="margin-bottom:0;">If Real-Time Translations is turned on, the plan content is then translated in
                real-time from the company language into the service rep's preferred language.</p>
            </td>

          </tr>
        </tbody>
      </table>

Here are scenarios that outline the translation experiences for UI text and service plan content based on whether Real-Time Translations is turned on.

**Scenario 1: Real-Time Translations isn't Turned On**

Because the user interface text and the service plan content translations occur separately, a mixed language experience can occur. The component UI text is always shown in your service rep's preferred language and the service plan content remains in your company's default language.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e466">UI Text Translation</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e469">Plan Content Translation</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e472">Recommendation</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="UI Text Translation" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e466 ">
              <p style="margin-bottom:0;">The user interface text (buttons, headings, and hover text) is always translated
                into your service rep's preferred language according to <a href="https://help.salesforce.com/s/articleView?id=xcloud.faq_getstart_language_support_ui.htm&amp;type=5&amp;language=en_US" target="_blank">Service UI supported languages</a>.</p>
            </td>

            <td data-label="Plan Content Translation" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e469 ">
              <ul>
                <li>If your company's default language is supported by Prompt Builder, the service
                  plan content is displayed in that language. When your company language differs
                  from the service rep's preferred language, the service rep sees the UI in their
                  preferred language while the service plan content is shown in your company's
                  preferred language.</li>

                <li>If your company's default language isn't supported by Prompt Builder, the
                  service plan content defaults to English. When English differs from the service
                  rep's preferred language, the rep sees the UI in their preferred language and
                  the plan content is in English.</li>

              </ul>
            </td>

            <td data-label="Recommendation" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e472 ">To ensure a consistent experience where both the user interface and service
              plan content are displayed in the same language, we recommend having service reps
              set their preferred language to one of the Prompt Builder supported languages or
              English. Alternatively, you can turn on Real-Time Translations to align the plan
              content with the rep's preferred language.</td>

          </tr>
        </tbody>
      </table>

This example illustrates a mixed language experience where the company default language is set to English, and the service rep's language is Spanish. Because Real-Time Translations isn't turned on, the UI text is translated according to the service rep's set language but the service plan content remains in English.

![Scenario 1 example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_translate_scenario.png)

**Scenario 2: Real-Time Translations is Turned On**

When Real-Time Translations is turned on, the component UI text and service plan content are shown in the service rep's preferred language. Here's an outline of how the translations take place.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e546">UI Text Translation</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e549">Plan Content Translation</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e552">Recommendation</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="UI Text Translation" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e546 ">The user interface text is always translated into your service rep's preferred
              language.</td>

            <td data-label="Plan Content Translation" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e549 ">
              <ul>
                <li>If your company's default language is supported by Prompt Builder but the
                  service rep's preferred language is different, the service plan content is
                  translated in real time into the service rep's preferred language. The languages
                  in the UI and service plan are aligned.</li>

                <li>If your company's default language isn't supported by Prompt Builder, the plan
                  generation defaults to English and the UI is shown in the service rep's
                  preferred language. Because Real-Time Translations supports a variety of
                  languages, the plan content is automatically translated from English into the
                  service rep's preferred language. The languages in the UI and service plan are
                  aligned.</li>

              </ul>
            </td>

            <td data-label="Recommendation" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e552 ">
              <p>The UI text and service plan content languages are unified. </p>
              <p>However, there are considerations.</p>
              <ul>
                <li>The subagent name that shows in the case isn't available for translation. The
                  text is always shown in English.</li>

                <li>Even when Real-Time Translations is turned on and the language is supported,
                  technical errors can interrupt the translation process. In this case, the
                  service plan content reverts to your company's preferred language (English or
                  the supported Prompt Builder languages) while the user interface text remains in
                  the service rep's preferred language. This results in a mixed language
                  experience.</li>

              </ul>
            </td>

          </tr>
        </tbody>
      </table>

Here's an example where the company default language is set to French, but the service rep's preferred language is Norwegian (Bokmål). Keep in mind the name of the subagent assigned to the case (Travel Documentation Cases) isn't translated. The subagent name is always shown in English.

![Scenario 2 example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_translate_scenario_2.png)

## Translation Considerations

- Translation of the subagent name included in the service plan summary isn't supported. The text is always shown in English. The subagent name appears in two places: the start of the case summary and at the top of a drafted service plan.
- If you use Real-Time Translations for Messaging and provide a custom terminology file, the file isn't available for use in Service Assistant.
- If you ground Service Assistant with quick actions and use custom quick actions, the names of the quick actions surfaced in the plan steps aren't translated (1-2). The names are shown in English. To translate the names of your custom quick actions, see [Translate Metadata Labels](https://help.salesforce.com/s/articleView?id=platform.entering_translated_terms.htm&type=5&language=en_US).
- If you ground Service Assistant in your knowledge articles, translation of the knowledge article names listed in the Sources section isn't supported (3). The names of the knowledge articles are always shown in English. The "Sources" heading is translated. See [Knowledge Grounding](https://help.salesforce.com/s/articleView?id=service.sp_knowled_topics.htm&language=en_US&type=5).
- If you set up the similar cases feature, case statuses aren't translated (4). By default, the list always shows the number and status. The "Similar Cases" heading name is translated. See [Set Up Similar Cases](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&type=5&language=en_US).

![Translation considerations example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_translation_considerations.png)

## Translation Consumption and Usage Type

Service plan translation consumes your Flex Credits. The following table outlines the details of how Flex Credits are consumed for Real-Time Translations.

- If you have the Agentforce for Service or Agentforce 1 license and choose not to turn on Real-Time Translations, Flex Credits aren't consumed for generating service plans in your company's preferred language.
- If you have an Einstein for Service license, generating service plans in your company's preferred language doesn't consume additional Data Cloud credits or Einstein requests.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:25%">
          <col style="width:25%">
          <col style="width:25%">
          <col style="width:25%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e689">Digital Card Wallet</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e692">Usage Type</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e695">Description</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e698">Details</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Digital Card Wallet" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e689 ">Flex Credits</td>

            <td data-label="Usage Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e692 ">Translation</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e695 ">Translation converts text from one human language into text of another, a
              process executed by machine translation models. Translation usage is metered by the
              number of characters processed for the translation. </td>

            <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e698 ">
              <p>Translation usage includes a monthly allocation of 250,000 characters per user
                for every Agentforce add-on license. This monthly allocation is a single, shared
                pool across all features that use Real-Time Translations. It isn't a per-feature
                limit. </p>
              <p>This limit refreshes monthly, and any unused characters don't roll over to the
                next month.</p>
              <p style="margin-bottom:0;">When the 250,000 character limit is exceeded within a month, any further usage
                automatically draws down Flex Credits.</p>
            </td>

          </tr>
        </tbody>
      </table>