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Learn all about business hours and how it helps to manage the working hours of the team and control SLA compliance.Business hours are the official working hours when your team is available to serve your contacts. It helps you manage expectations with your contacts and set benchmarks for your team. F
Edit Existing Business Hours
Delete Existing Business Hours
Configure Business Hours
Clone Existing Business Hours
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Articles
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Helpdesk Configuration
How you can leverage ticket status in Sprinklr to handle the tickets effectively and take further actions accordingly.Ticket statuses are the stages a ticket goes through in its life cycle. In Sprinklr, there are various ticket statuses you can choose from while working on a ticket. In this article,
Ticket Status
Color Coded Ticket Priority Icons
Understand Ticket Status
Learn how to generate a ticket into the Sprinklr ticket queue and corresponds with the agents on that ticket via Email.Sprinklr, by default, provides you with the facility of ticket forms on the Knowledge Base portal and has the flexibility to configure it as per the business requirement.However, if
Ticket Forms
Create Ticket
Understand what capacity is and how you can leverage capacity to manage resources effectively and efficiently.Capacity is the ability of an agent to manage customer support workload across different channels. It helps you configure and balance agent workload and ensure no one is under/overstaffed. Y
Capacity
Setup Agent Capacity
Workflow Automation
Understand everything about Ticket Queues and how it helps agents to receive the relevant tickets at the right time based on pre-defined conditions.A Ticket Queue is an ordered collection of tickets that get assigned to agents based on predefined conditions. Queues ensure that the right tickets reac
Create a Voice Only Ticket Queue
Ticket Queue
Create a Digital Only Ticket Queue
Types of Ticket Queues
Learn how to create a CSAT Survey on Sprinklr and how it enables agents to understand the customer feedback.Customer Satisfaction Survey, in short, CSAT Survey is a key performance indicator used to measure how satisfied customers are with your organization’s products and/or services. It is particul
Create a Survey
Create and Track CSAT Survey
How you can automatically send a slack thread/slack notification for the ticket update on Slack channel by integrating Slack channel on Sprinklr.Adding a Slack channel into Sprinklr will enable you to send a slack notification for the ticket that meets certain automation rules/conditions.Adding Slac
Sprinklr Advanced
Care Console
Slack integration
With Sprinklr Service, you can create your own Custom Apps and integrate them to customize your Sprinklr Service Workspace.What are Custom Apps?Custom Applications in Sprinklr Service is a functionality that enables you to configure and integrate your own applications right next to the Care Console.
Sprinklr Advabced
Custom Apps
Care Operations
Learn how to download transcripts in a single ticket on Sprinklr Service.You can now download a single ticket as a transcript on the Sprinklr Service by clicking the Download Transcript icon in the conversation pane.To download the ticket transcriptGo to the Ticket section of Sprinklr Service and ch
Single Ticket Transcript
Download transcript
Additional Care Console Actions
