„เครื่องพิมพ์ในสำนักงานไม่ทำงาน!” or „Printer in the office is not working!” – which incident description is more understandable for you?
Communication issues in global organisations
Unless you can speak good Thai, then probably the second option would be your choice. If your Service Desk is a global one and speaks only English and at the same time your company is present in over 80 countries worldwide it might create some communication issues. Have you known that your ServiceNow might be capable of translating over 100 languages directly in the tool itself? Dear ServiceDesk, Dear non-English speaking employee. Send your token of gratitude to…
Google translate and ServiceNow integration
In SPOC we prepared a solution that allows employees to register incidents in their native language and automatically translates them to messages in native language of service desk’s agents. The implemented solution detects automatically the caller’s native language and adds the following options to an incident form:
- Trans & Send – this option translates message from service desk specialist from English to caller’s native language
- Translate Descriptions – this option translates ‘Short Description’ and ‘Description’ fields from caller’s native language to English.
- Translate selected text – this option translates any selected text and puts it in Work Notes field.
Those 3 options gives you full control about fields or text to be translated.
How Trans & Send option works?
Step 1: Click on the Trans & Send button, the following window will be displayed:
Step 2: Enter your comment in English, click the ‘OK’ button in order to translate it to caller’s native language.
Step 3: The translation will appear in the ‘Translated comment’ field. Moreover the ‘Send message’ button will become visible. Using it you can send the message to the caller.
In what way ‘Translate Descriptions’ option works?
After clicking on Translate Description button the ‘Short Description’ and ‘Description’ fields will be translated to English and put into ‘Work notes’ field.
Translate selected text option – how it works?
Step 1: Select and highlight some text.
Step 2: Click on Translate selected text.
Step 3: Translated phrase will be displayed in ‘Work notes’ field.
SPOC: solving complex issues with optimal solutions
The solution described above was created and developed by SPOC based on a case we received from Exide Technologies. SPOC utilised a great tool that Is available for Business (Google Translate) and integrated it in a handy manner with ServiceNow based on the best practices we have gathered over the years.
about Exide Technologies
Exide Technologies is an American manufacturer of lead-acid batteries, including automotive batteries and industrial batteries. Its four global business groups (Transportation Americas, Transportation Europe and Rest of World, Industrial Power Americas, and Industrial Power Europe and Rest of World) provide stored electrical energy products and services. The company is present in over 80 countries with 9000+ of total staff.