SimpleT Case Comment Component

Creating a New Comment

1. Start a New Comment
   • Go to your case record
   • Look for the "Case Comments" section
   • Click the "New" button
2. Write Your Comment
   • A pop-up window will appear
   • Type your message in the text box
3. Choose Your Settings
   • Language: If you need to translate, pick the customer's language from the dropdown
   • Public/Private: Check "Public" if the customer should see this comment, leave unchecked for internal notes

Translate Your Comment

1. Write your comment in your preferred language
2. Select the customer's language from the dropdown menu
3. Click the "Translate" button
4. The system will add a translated version below your original text
5. Review the translation and edit if needed

Improve Your Writing (AI Optimize)

1. Write your comment
2. Click the "AI Optimize" button
3. The system will rewrite your comment according to the instructions configured by the 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.

1. Review Your Final Comment
   • Make sure it says what you want
   • Check if it should be public or private
2. Publish
   • Click the "Publish" button
   • Your comment will be added to the case
   • Customers will see it if you marked it as "Public"

Example 1: Responding to a Spanish-Speaking Customer

Situation: Customer wrote to you in Spanish, but you speak English.

Steps:

1. Click "New" to create a comment
2. Write your response in English: "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 that appears
6. Make sure "Public" is checked so the customer can see it
7. Click "Publish"

Result: Customer receives a response in Spanish even though you wrote it in English.

Example 2: Making Your Writing Sound More Professional

Situation: You want to respond professionally but aren't sure about your wording.

Steps:

1. Click "New" to create a comment
2. Write your response naturally: "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: "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 if needed
6. Click "Publish"

Result: Your comment sounds more professional and polished.

About Using the Feature

Q: Do I have to use the AI features?
A: No, they're optional! You can write and publish comments normally without using translate or optimize.

Q: Can I edit the AI suggestions?
A: Yes! Always review and edit the AI suggestions before publishing. You're in control of the final message.

Q: What if the translation is wrong?
A: You can edit the translated text before publishing. If translations are frequently incorrect, let your administrator know.

About Translations

Q: What languages are supported?
A: The available languages depend on your organization's settings. You'll see all available options in the dropdown menu.

Q: Will customers see both the original and translated versions?
A: Yes, when you translate a comment, both versions are included so everyone can understand the response.

Q: Can I translate comments that are already published?
A: No, you can only use translation when creating new comments. For existing comments, you would need to create a new translated comment.

About Privacy and Security

Q: What's the difference between Public and Private comments?
A: Public comments can be seen by customers, while Private comments are only visible to your team members.

Q: Can I change a comment from Private to Public later?
A: This depends on your organization's settings. Check with your administrator about editing published comments.

Q: Is my data secure when using AI features?
A: Yes, the system follows your organization's security policies. However, avoid including sensitive information like passwords or personal details in any comments.

Q: The "New" button isn't working
A: Make sure you're on a case record page and that you have permission to add comments. Contact your administrator if the problem continues.

Q: I don't see the Translate or AI Optimize buttons
A: These features might not be enabled for your profile. Check with your administrator about accessing AI features.

Q: The AI suggestions don't make sense
A: This can happen sometimes. Always review AI suggestions carefully and edit or rewrite them as needed. You can also provide feedback to help improve the system.

Q: I accidentally published the wrong comment
A: Contact your administrator about editing or removing published comments, as this depends on your organization's policies.

Writing Tips

• Be clear and specific about the issue and your solution
• Use simple language that customers can easily understand
• Include next steps so customers know what to expect

Translation Tips

• Write in simple sentences for better translation accuracy
• Avoid slang or idioms that might not translate well
• Always review translations before publishing

AI Optimization Tips

• Start with your natural writing - the AI works better when you write normally first
• Review suggestions carefully - AI is helpful but not perfect
• Edit to match your tone - make sure the final comment sounds like you

If you need help with the Case Comment Helper:

1. Check this guide first for common questions
2. Ask a colleague who has used the feature before
3. Contact your administrator for technical issues or feature access
4. Provide feedback on AI suggestions to help improve the system

Remember: This tool is designed to help you, not replace your judgment. Always review and approve everything before it goes to customers!

Record Page Properties:

• Title
  Enter the title for the component.
• Use Case API Name
  API name of the use case for this component.
• Setup: Show option to Translate?
  Select the checkbox to display the Translate button on the component (default: true).
• Setup: Show option to AI Optimize?
  Select the checkbox to display the AI Optimize button on the component (default: true).
• Setup: Show option to Publish?
  Select the checkbox to display the Publish button on the component (default: true).
• Enable feedback message on dislike?
  Select the checkbox to enable entering a message when the dislike button is pressed (default: true).
• Setup: Target Language
  Enter the default language you would like to get (e.g., using CustomField__c, CustomObject__r.CustomField__c, or a custom text like 'de' for German).
• Setup AI: Enter instructions
  Provide detailed instructions to guide the AI's response (e.g., "Generate a ToDo list from a transcript", "Include more Salesforce terminology"). To dynamically insert values, use the syntax {{Name}} or for objects, {{Address.State}}.

Screen Flow Specific Properties (additional to Record Page):

• Setup: Is Public Case Comment
  Specify whether the case comment should be public.
• Setup: Case Comment default text
  Default text to prepopulate the component's input field.
• Setup: Case Record ID
  Enter the Case Record Id.
• Response: Text
  Modified text after AI Assistant actions (output only).