The RCA feature is designed to help businesses identify the underlying causes of issues or problems that arise on social media platforms or other communication channels supported by Sprinklr.

When a business receives a customer complaint or negative feedback, the RCA feature can be used to analyze the message and its associated metadata to identify potential causes of the issue. This can include factors such as the time of day, the social media platform or channel, the type of message, and other relevant data points.

When it comes to customer experience and customer service, you should consider conducting a root cause analysis as it helps management address customer concerns, negative reviews, and recurring problems. It ultimately improves customer experience. Addressing the root cause of an issue demonstrates that your brand is doing everything it can to solve the challenges.

To Perform Root Cause Analysis

• Under the Sprinklr Service tab, click Agent Console/Care Console within Resolve.

• Open a case for which the customer has submitted the survey response.

• To do Root Cause Analysis, hover over Options icon within the third pane and select Survey Results. You will view the survey results on the basis of which the supervisors can analyze and give remarks.

• On the Root Cause Analysis window, you can analyze and enter the root cause for the case escalation. Click Save in the bottom right corner.

• After the supervisor has submitted the analysis, the agents can view it by selecting the option Root Cause Analysis after hovering over the Options icon on the third pane.

• Create the desired custom fields for the analysis with Asset selected as Survey.