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Description

SimpleT Case Comment is a Salesforce component that adds AI powered translation and optimization to case comments. It enables agents to write, translate, and improve case responses before publishing them to customers.

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Setup

Use these guides before working with the SimpleT Case Comment component:

• Install SimpleT Managed Packages - How to install a package?
• Authentication and Settings - How to set up your Salesforce org?
• Edit Record Page - How to edit the record page?
• Using SimpleT Flow Actions and Components - How to use SimpleT in Flows?

How to Use

Creating a new comment

1. Start a new comment
   • Go to your Case record.
   • Find the Case Comments section.
   • Click the New button.
2. Write your comment
   • A pop-up window opens.
   • Type your message in the text box.
3. Choose your settings
   • Language – if you need a translation, pick the customer’s language from the dropdown.
   • Public / Private – check Public if the customer should see the comment, or leave it unchecked for internal notes.

Using AI features

Translate your comment

1. Write your comment in your preferred language.
2. Select the customer’s language from the dropdown.
3. Click Translate.
4. A translated version is added below your original text.
5. Review the translation and edit if needed.

Improve your writing (AI Optimize)

1. Write your comment.
2. Click AI Optimize.
3. The system rewrites your comment based on instructions configured by your administrator.
4. Review the changes and edit if needed.

Give feedback (optional)

If you used AI features, you can rate how helpful they were. This helps improve the system for everyone.

Publishing your comment

1. Review your final comment
   • Check that the message says what you want.
   • Confirm whether it should be public or private.
2. Publish
   • Click Publish.
   • The comment is added to the Case.
   • Customers see it if it is marked as Public.

Step-by-step examples

Example 1: Responding to a Spanish-speaking customer

Situation: The customer wrote in Spanish, but you write in English.

Steps:

1. Click New to create a comment.

2. Write your response in English, for example:

   “Thank you for contacting us. I will help you resolve this issue today.”

3. Select Spanish from the language dropdown.

4. Click Translate.

5. Review the Spanish translation.

6. Make sure Public is checked so the customer can see it.

7. Click Publish.

Result: The customer receives a Spanish response even though you wrote in English.

Example 2: Making your writing sound more professional

Situation: You want a more professional tone.

Steps:

1. Click New to create a comment.

2. Write your response naturally, for example:

   “Hi, I got your email about the problem. I’ll try to fix it for you.”

3. Click AI Optimize.

4. Review the improved version, for example:

   “Hello, I have received your inquiry regarding the technical issue. I will work to resolve this matter for you promptly.”

5. Make any final edits.

6. Click Publish.

Result: Your comment is more polished and professional.

Common questions and answers

About using the feature

• Q: Do I have to use the AI features?

  A: No. You can write and publish comments without using Translate or AI Optimize.

• Q: Can I edit the AI suggestions?

  A: Yes. Always review and edit AI suggestions before publishing. You control the final message.

• Q: What if the translation is wrong?

About translations

• Q: What languages are supported?
• Q: Will customers see both the original and translated versions?
• Q: Can I translate comments that are already published?

About privacy and security

• Q: What is the difference between Public and Private comments?
• Q: Can I change a comment from Private to Public later?
• Q: Is my data secure when using AI features?

Troubleshooting

• The “New” button is not working
• Translate or AI Optimize buttons are missing
• AI suggestions do not make sense
• I published the wrong comment

Tips for best results

Writing tips

• Be clear and specific about the issue and your solution.