​Care console is one stop solution for the agents to work on their cases, and solve the customer queries with a unified customer 360 view. Admins can customize and configure the care console layout based on their requirements. Sprinklr care console module gives us the ability to have multiple care console layouts which users can see based on the type of case they are handling or roles they have been allotted.

​

Business Use Case

Teams can have multiple care console layouts based on their use cases. For example

1. Brands want their Email team to have a different care console compared to their voice agents. 

2. Brands want a different care console view depending on the type of query the customer has.

​

Solution

Admins can configure multiple care console layouts, which can be shared with the users based on-

1. Roles

2. Case Custom Fields

Configuration Steps

Admins are required to have the record page builder permissions to proceed with the configuration.

​

​

​

Care console based on Roles

If a care console is shared with the agents based on their roles, all agents with the same role will be able to see the same care console. We can add the role id of the role in the care console record page as follows:

​

1. Go to Sprinklr Care Console Manager or open https://<env>.sprinklr.com/care/console-manager 

   ​

   

   ​

2. Open the record page which you want to share based on the role.

   ​

   

   ​

3. You can see JSON Editor in the left side of the record-page-editor

   ​

   

   ​

4. In the roleIds object, you need to input all the role ids which you want the record page to be shared with. Sample code is as follows:

   ​

   
   

   "roleIds": [ "6194b2c181bead6198ca8b02", "6391b7f588dc424f3b323097", "63a582dfd54fdd2ee2e16302" ]

   ​

5. Click on Apply Changes, if you get any JSON error message, please validate your complete JSON code at https://jsonformatter.org/​

6. ​Once you click on the Save button, your roleids are configured for the record page.

Care Console based on Case Custom Field

​We can have multiple care consoles for a single case. In case a certain custom field changes its value, the care console can also be changed to a different layout.

​

1. Go to JSON editor, look for the filter object, change your custom field name in the “field” parameter as universalCase.uCW.cProp.<custom_field_name>.0 , put the value of the custom field in the “values” parameter as ["<custom_field_value"] You can refer to following code which  can be used in the record page editor.

   ​

   ​

   ​

   "filter": { "__typename": "GraphqlShifuFilter", "accessibleValues": null, "advancedFilters": null, "allValuesAllowed": true, "details": {}, "favourite": false, "field": "universalCase.uCW.cProp._c_628c734690e4254a7d1e6608.0", "filterType": "IN", "filters": null, "hidden": false, "locked": false, "mandatory": false, "userFilter": false, "values": [ "Yes" ] }

   ​

   

   ​

2. Click on Apply Changes, if you get any JSON error message, please validate your complete JSON code at https://jsonformatter.org/​

3. ​Once you click on the Save button, your custom field filters are configured for the record page.

​

Order of Record Pages

A single user can have multiple record pages shared with them based on their role ids and case custom field values. However, the agent can see only one care console layout while handling the case. Hence, in case of multiple record pages, we can use the order field present in the record page which you can as shown:

​

1. If we increase the order of the record page- it reduces the priority of that record page.

   ​

2. For ex- Record Page 1 has order equal to 100, and Record Page 2 has order equal to 10, and if both record pages are shared with the Agent. Record page 2 will be shown to the agent as it has less order meaning high priority.

   ​

3. Note that order is NUMBER field, hence it needs to be written without quotes(“”) in the record page

   ​

Troubleshooting

1. How to find the currently selected record page from UI? -

1. Open browser developer tools

2. Go to Elements tab and ctrl + F

3. Search for - data-record-page-id

4. Id of the current record page that user is seeing will appear here.

5. Copy the id and search it in the care console manager.

   ​

2. How to see all record pages eligible for user?

1. Right click and Open the Inspect element of the browser

   ​

   

   ​

2. Go to the network tab, refresh the browser, and search for recordPage, you will see a network call of recordPagesForUser.

   ​

   

   ​

3. Click on that to open, and go to Preview, and open the “data”.

   ​

   

   ​

4. You can see all the record pages which are shared with the user, and cross check the order that needs to be assigned to any record pages.