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Articles

(74)
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Using Twitter to provide faster resolution to customer requests

Learn how adding a Twitter account to Sprinklr enable agents to handle all customer queries smoothly from a unified platform.Adding Twitter accounts to Sprinklr Self-serve lets you manage all the upcoming customer queries and provide a timely resolution to those queries. This will help you automatic

Twitter

Add a Twitter Account

Articles

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Support Platforms

SA
Using Instagram account to convert engageable/non-engageable messages into tickets

Learn how adding an Instagram account to Sprinklr helps you convert engageable or manually filtered messages into tickets and provide faster resolution to customer queries.Adding Instagram accounts to the care solution lets you manage and provide a complete resolution to all your customer queries. T

Add an Instagram Account

Instagram

Configure Ticket Creation Rules

Articles

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Support Platforms

SA
Using Quick Actions to remove redundancies in workflows

How Quick Actions can help brands improve their work efficiency by reducing multiple repetitive actions to a single click.Quick Actions are a combination of frequently performed actions on tickets. They help you and your agents bring down multiple repetitive actions to a single click, thereby saving

Clone a Quick Action

Quick Actions

Change Quick Action Status

Create a Quick Action

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Articles

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Agent Productivity

SA
Creating and using Canned Responses to reduce average response time

How to use Canned Responses in Agent Console and Care Console to deliver on-brand, quick answers to routine customer questions.Canned responses are templatized replies to frequently asked common questions. Agents can use them to reply quickly with a single click, thereby saving time to focus on comp

Create Canned Response

Canned Response

Articles

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Agent Productivity

SA
Understanding Tags

Understand what are Tags and how it enables agents to identify tickets seamlessly and resolve them quickly.Tags help you group different entities like tickets, contacts, companies, knowledge articles into categories based on similar criteria for easier management and reporting.Use caseTags plays a c

Create Tags

Rename a Tag

Tags

Articles

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Agent Productivity

SA
Creating Views to see specific Tickets in Ticket Stream

Based on your requirements, create ticket views and use them in Sprinklr Service Ticket Stream and handle tickets more efficiently.A view is a collection of tickets in your ticket stream that match certain conditions. You can use the views feature to see tickets with specific properties in the Sprin

Edit/Delete Existing Views

Views

Create Views

Articles

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Agent Productivity

SA
Understanding Skills

Skills are attributes of an agent that determine their ability to work and resolve tickets that demand certain proficiency, like speaking the language English. This helps you assign tickets to agents with matching skills. An Agent can have multiple distinct skills, for example, an agent could be a p

How does Skills work?

Skills

Create Skill

Articles

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Agent Productivity

SA
Use Care Console to interact with customers effectively

How to interact, manage, and provide on-point solutions to every customer query via a single, easy-to-use platform.Sprinklr’s Omnichannel Care Console provides a platform where agents can interact with customers irrespective of their contact mode, be it any social channel, Live Chat, phone, or email

Care Console

Mark Contact as Spam

Mark as Spam

Additional Care Console Actions

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Articles

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Agent Productivity

SA
Understanding Company Fields

Learn company fields, how to create company fields, and their types.Company fields are a set of custom fields that help you capture the right company information in a format of your choice. You can add various field types to add company information as and when you get them.For example, a text field

Create Company Fields

Company Fields

Articles

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Care Contacts

SA
Understanding Contact Fields

Learn contact fields, how to add them, and their types.Contact fields are a set of custom fields that help you capture the right contact information in a format of your choice. You can add various field types to add customer information as and when you get them.For example, a text field can be used

Create Contact Fields

Contact Fields

Articles

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Care Contacts

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