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Manage basics of your support to yield the maximum outcome

Articles

(74)
SA
Understanding Agent Fields

Learn agent fields, how to create agent fields and different agent field types.Agent fields are a set of custom fields that help you define the agent information in a format of your choice. You can add various field types to add agent information as and when you get them.For example, a single-line t

Create Agent Fields

Agent Fields

Articles

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Care Team

SA
Understanding User roles and creation process

Understand the different roles of Users and the process of adding an user on Care Console.Users are members of your organisation who assist you in providing Customer Care Services. They handle the different dimensions of your customer care and are the primary point of contact for all customers.The U

Users

User roles

Articles

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Care Team

SA
Understanding Teams

Understand what Teams are and how to add a team on Sprinklr Service.A team is a collection of agents to organize your support team into different groups based on various factors like issue type, product, functions, etc. Teams help with the efficient management of automation, canned responses, views,

Add a Team

Teams

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Care Team

SA
Configure Microsoft 365 Email Forwarding

How you can leverage Microsoft 365 Email Forwarding to keep former employees' email messages out of their Inbox - reducing confusion about what messages are new mail and which are old.Email forwarding is a useful administrative task that an Admin can perform after the user has left the organization.

Set up Email Forwarding

Configure Microsoft 365 Email Forwarding

Articles

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Email

SA
Adding an Email Account to Sprinklr

Understand the various ways to add your existing support email address to Sprinklr and manage all the upcoming queries within the Care Console.Email lets you connect your preferred email account in Sprinklr and manage all your customer queries in one place.For example, if you set support@carelite.co

Email Account

Add Account Using O-Auth

Add Account Using Own Server

Add Account using Forwarding

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Articles

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Email

SS
Create a List Picker template for WhatsApp Business

You can create a List Picker template in WhatsApp Manager to send it on WhatsApp Business to help your customers easily send a message in the conversation thread just by clicking one of the options.After creating the template, it can be sent by creating a Chatbot on the platform. When compared to te

Add a WhatsApp Business Account

LIST PICKER TEMPLATE

Articles

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Service Self-Serve

SS
Create a Card Template for WhatsApp Business

You can create a card template in WhatsApp Assets to send it on WhatsApp Business to help your customers easily send a message in the conversation thread just by clicking one of the options. After creating a card template in the WhatsApp Assets, it can be sent by creating a Chatbot on Platform. To c

WhatsApp Business

CARD TEMPLATE

Articles

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Service Self-Serve

SA
Create personalised Ticket Forms to collect required user information

Configure ticket forms with predefined request fields to understand customer concerns better and provide them with an instant resolution.Ticket Forms are personalised request forms that help external or internal users to raise their issues to your support team. With the help of Ticket Forms, you can

Ticket Forms

Create Ticket

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Helpdesk Configuration

SA
Setting up Service Level Agreement (SLA) on Sprinklr Advanced

Learn how to set up SLA on Sprinklr enabling agents to deliver measured and predictable service to your customers.Service Level Agreement (SLA) is an agreed-upon measure of the response and resolution times that your support team delivers to your customers. It ensures that you are delivering measure

Use Multiple SLA Policies

Understanding Service Level Agreement (SLA)

Create SLA Policy

SLA policy

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Articles

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Helpdesk Configuration

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

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