Dynamic Translation of Customer Entered Text

[kkcommunity]

Hello,

In CSM portal, if customer is entering details about a case in one language then can this be dynamically translated in to different language. 

Scenario :

1) Customer entered details like description etc in a case in Spanish language

2) Resolver/agent belongs to US and his language preference is English.

3) Can this case description dynamically translate to a different language when agent is viewing in their preferred language 

Note: I know if it is a static text then we can create translated text in required languages and can display in preferred language. 

[Akash4]

Hello,

This is indeed one of major requirement to many clients. There is some effort required to achieve but doable.

It is possible incase the APIs are used in conjunction with a Business Rule on insert of Cases.

Like the static value you described, this can be done dynamically using Translation APIs integration (with say Microsoft or Google Cloud)

Quick steps incase (if client agrees &) this interests you:

1. Google Cloud Account with GC Translation API enabled.

2. Have API Key or Account Credentials for authentication (access purpose)

3. Create a Script include in SN for returning the Translated Text (from source text to target) - translation code logic lies here calling the EndPoint, APIkey, RESTMessageV2() request & response

4. Finally, Create a BR on Customer Case by calling the above Script Include and storing the returned Value along with Language type in the Translated Texts table (similar to static)

[Simon57]

Hi,

Yes this is Out of the Box functionality if you have the CSM Professional license and a supported translator service like Google, Azure, IBM.

Setup with Azure: https://youtu.be/dzrLTa31nHY?si=xeRPZouqjZ_X1FAe

https://youtu.be/Uo1e64Djb1c?si=1Wzez4fDa8xWkf2S

Docs page

https://docs.servicenow.com/bundle/xanadu-platform-administration/page/administer/dynamic-translatio...

Hope this helps, it worked for me 🙂