Predictions made with Task Intelligence for Customer Service do not match Case language - Known Error

Predictions made with Task Intelligence for Customer Service do not match Case language Description The Task Intelligence for Customer Service application can predict a field's value on Case records and display the result underneath the field as a “Recommended” value. However, if the instance is configured to use multiple languages, language is not considered when displaying the Recommended Value. This may cause the Recommended Value to display in a language that is different from the Case record’s language.

For example, if the instance is configured to use English and German, then Case records can be created in either English or German. However, predicted values might display in German on an English Case, or English on a German Case.

Note that the value displayed will still correctly match the result predicted by the machine learning model. This error only affects the displayed language of the result.

Steps to Reproduce

Use an instance with multiple languages installed. Use “Task Intelligence for Customer Service” to create and deploy a model for Field Prediction, ensuring the preferences for output fields are set to “Recommendations”. Create a Case record using a language of your choice. Ensure that the values of the Case record match the conditions of the Field Prediction model so that predictions will be made for the Case record. Once predictions are made, note the values that display as “Recommended” on the Case form. If values are in the correct language, try repeating steps 3-4 using a different language. Workaround Currently there is no workaround for this issue. You can subscribe to this Known Error article by clicking the Subscribe button at the top of this article to be notified when more information becomes available.