Dynamic Translations | Notifications

[subinsuresh]

Hi Team,

Is there a way to dynamically translate case updates (for example, agent comments) in ServiceNow and send them in the contact’s preferred language?

For example, if an agent works in English and the contact’s preferred language is German, we would like the English comments to be automatically translated into German when sending notifications.

Is this a supported feature in ServiceNow, and what is the recommended best practice to implement this?

[Mohanas]

Hi @subinsuresh,

Could you confirm whether you are using Dynamic Translation or Now Assist Translation? Also, do you want only the email notifications to be translated, or should the case comments be translated as well? This information will help identify the best approach.

[Alex Coope - SN]

Hi ,

If you have "Dynamic Translation" set up (with a third-party MT provider like Azure or Google - which you will need a subscription for), then you should be able to easily achieve this for the "notification" that triggers when the comments are populated. I can't remember the exact one from ootb but there is one. In the notification when you've installed the "Translation Notifications" plugin, you will see a tickbox. Details of how to set it up are here:
https://www.servicenow.com/docs/r/platform-administration/enable-dynamic-translation.html


Many thanks,
kind regards