Skills routing based on the Language

Manohar Reddy
Tera Contributor

Hi Team,

 

I have a requirement that if a Customer is creating a case then that case should be routed based on the Customer language.

 

Ex: The Customer has selected English, Japanese, Chinese as his language and create a case then that Case should be routed automatically to the Assignee whose selected his language as the same(English, Japanese, Chinese).

 

Can anyone assist me on how to achieve this. Thankyou

3 REPLIES 3

Prithvi Y
ServiceNow Employee
ServiceNow Employee

Hello,

 

Here is a demo on how this could be achieved - https://youtu.be/jeN3PW6Fd0A?t=1395

 

Thanks,

Prithvi

Alex Coope - SN
ServiceNow Employee
ServiceNow Employee

@Manohar Reddy,

So in the Tokyo release, we introduced a "Language Detection" feature for Cases, that can be used with AWA to achieve this. The information on how to set it up is available here,

 

Many thanks,
kind regards

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Director of Globalization Deployment, Internationalization