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Service Self-Serve

Service Self-Serve

Manage basics of your support to yield the maximum outcome

Articles

(74)
SA
Understanding SLA Policy

Learn how creating an SLA policy on Sprinklr help you keep track of agent'a case handle time or any escalation arising out of the case.SLA policy helps you define different service level rules such as First Response Time, Next Response Time, Total Resolution Time, etc. These rules play an important

SLA Policy Explained

Reroute Ticket if SLA Due Time Approaches

Send Notification if SLA due Time Approaches

Set Up Total Resolution Time

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Articles

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Helpdesk Configuration

SA
Understanding Ticket Fields

Understand what are Ticket fields and how it helps you fetch correct customer information.Ticket fields are a set of custom fields that help you capture the right information in a format of your choice. You can add various field types to add ticket information as and when you get them.For example, i

Ticket Fields

Care Console

Articles

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Helpdesk Configuration

SA
Understanding Business Hours

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

SA
Understanding Ticket Status

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

Articles

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Helpdesk Configuration

SA
Custom Web Forms in Sprinklr Advanced

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

Articles

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Helpdesk Configuration

SA
Understanding Capacity

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

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Workflow Automation

SA
Configure rules to automate different tasks using Automations

Reduce complexities and increase efficiency by executing multiple actions on your tickets with certain predefined conditions using Sprinklr Automations.Automation is a set of rules triggered by certain predefined conditions to automate manual tasks for you and your team. It helps you simplify comple

Automations

Add a Facebook Account and Page

Sprinklr Advanced

Articles

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Workflow Automation

SA
Understanding Ticket Queue

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

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Articles

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Workflow Automation

SA
Create and track CSAT Survey

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

Articles

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Workflow Automation

SA
Salesforce integration in Sprinklr Advanced

How you can integrate Salesforce into Sprinklr and have a full context of who you are interacting with by viewing in-depth Salesforce data alongside Sprinklr conversations.Sprinklr provides the functionality to add your Salesforce account to the platform and link Salesforce details to a Sprinklr tic

Salesforce Integeration

Sprinklr Advanced

Articles

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Workflow Automation

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