Salesforce Service Cloud (SFSC) is a customer service management platform designed to streamline how businesses respond to and resolve customer needs.
With Smartling’s Salesforce Service Cloud Connector, your support teams can seamlessly translate cases and Enhanced Chat messages, enabling effective communication with customers in their preferred language. Incoming messages from customers and outgoing messages from agents are translated instantly using your preferred MT engine or LLM service, allowing both agents and end users to communicate in their native language.
Please note that this connector is a paid product. For pricing information, please reach out to your Smartling Customer Success Manager.
Supported content types
The connector supports translation of the following content types:
- Cases: Including emails, posts, and case fields
- Enhanced Chat messages: Real-time support via web chat
How it works
The translation process follows a similar flow for both cases and chat messages:
- Automatic language detection: When a new case is opened or a chat session begins, the connector automatically detects the end user’s language based on their initial message or the language set in their user profile.
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Translate incoming messages: For cases, translations can be configured to occur automatically or can be triggered manually by the support agent by clicking the Translate button. For Enhanced Chat messages, incoming messages are translated automatically. This enables support teams to understand customer inquiries and communicate effectively with global users, regardless of language barriers.
The connector is primarily designed for English speaking support teams serving global customers, so incoming messages are translated into English by default. Contact your Smartling representative if your team works in a language other than English to discuss customization options.
- Translate outgoing replies: Once a support agent drafts their reply, the connector can translate the agent’s message into the customer's language before it is sent, ensuring a seamless multilingual experience for both parties.
Translate cases
A case is a customer question, piece of feedback, or reported issue. You can use the connector to translate cases, including emails, posts, and case fields. Support agents can then translate their replies before sending messages to customers. Additional options are available for configuring the translation of custom fields, email signatures, and templates.
Learn more about translating cases here.
Translate chat messages
Chat refers to real-time support provided through Salesforce Enhanced Chat. The connector translates incoming chat messages from customers for support agents and outgoing replies from agents, enabling teams to assist customers in their native language.
Learn more about translating chat messages here.
Instant translation delivery
Both cases and chat messages use Smartling’s instant translation service, which utilizes Smartling’s MT API. This means content is not ingested into the Smartling platform as strings or files to be translated via workflows. Instead, translations are generated instantly using your preferred MT or LLM provider and configured settings, such as Glossary Term Insertion. Translations appear immediately in the case feed or chat window, allowing agents to understand customer inquiries in real time while ensuring customers receive responses in their preferred language.