Case Update and Case Creation rules allows you to configure rule actions to apply to cases when conditions are met upon the update or creation of cases, respectively. Use this feature to automate processes around Case Management, saving time and improving your workflow with case-specific actions that can be automated through customized conditions.
Case Creation vs Case Update Rules
Case creation rules are triggered when a new case is created in Sprinklr, usually as a result of a new message or post from a customer. These rules can be used to automatically assign the case to a specific team or agent, set the priority level of the case, or initiate a specific action, such as sending an automated response to the customer. Case creation rules are useful for ensuring that new cases are handled promptly and efficiently.
Case update rules, on the other hand, are triggered when an existing case is updated or modified in Sprinklr. These rules can be used to change the priority level or status of the case, assign the case to a different team or agent, or initiate a specific action, such as sending a follow-up message to the customer. Case update rules are useful for ensuring that cases are managed effectively throughout their lifecycle and that the appropriate actions are taken as needed.
Overall, the main difference between case creation rules and case update rules is the trigger event that activates them. Case creation rules are triggered when a new case is created, while case update rules are triggered when an existing case is updated or modified.
To Create Case Update/Creation Rules
Click the New Tab icon . Under Governance Console, and click Manage Rules within Platform Setup.
In the top right corner of the Rule Engine window, click Create New Rule. To learn more about how to create a rule.
On the Create New Rule window, give your rule a name and an optional description. From the Rule Scope dropdown, select Customer.
Next, from the Context dropdown, select a rule context from Case Creation or Case Update.
If you want, modify the values for Activation Date, Rule Execution Batch, Rule Type, and Custom Fields. To proceed with the default values, click Next.
In the Rule Builder window, select Add Condition to set up specific case scenarios that must be met for subsequent actions to execute. You can also chain multiple conditions together to refine the scenarios.
Case Conditions
Term
Description
Condition Applies To Universal Case
Set the condition based on the following properties:
Assigned By Reminder
Assignment Present - checks if the case has been assigned to a user.
Business Hours - select from saved Business Hours configurations - see Create Business Hours in Settings to learn more.
Case Created Time Duration - set the time from message to case creation.
Case Queue - set the queue the case is in.
Case Queue Assignment Time Duration
Case creation time is after - provide a date and time for cases created after a specific date.
Case creation time is before - provide a date and time for cases created before a specific date.
Custom Properties
Custom Metric Value - use any custom metric value along with the time filter.
Due Date - set a due date for case completion.
From User Channel Type
From User Partner Profile Lists
Is Archived - set a condition for whether or not the case is archived.
Is Smart Response Used
Keyword List
Keywords - enter keywords or phrases contained in the case.
Priority - set a condition for what priority a case has.
Source
Status - set a condition for the Case status.
Sub Type
Summary - set a list of words or phrases contained or not contained.
Tags - set tags that are applied to the case.
Type - set the type of case as either Complaint or Requirement or Feedback.
Assignee Availability Status
Case eligible for direct assignment - set the availability status. This condition is used in combination with Direct Assign to Preferred agent action.
User Status
Priority Rank
SLA Breach Remaining Time
Partner custom properties
Condition Applies To Sample a subset of assets from a given set
Set the condition based on the following properties:
Sample By — Percentage
Percentage of assets to sample from set
Sampling Category
Sample By — Number
Number of assets to sample from set
Sample Set Size
Sampling Category
Case Update
Condition Applies To Universal Case
Set the condition based on the following properties:
Added Queue
Assigned By Reminder
Assignment Present - checks if the case has been assigned to a user.
Associated Brand Messages Count - set the number of brand messages associated with the case.
Associated Fan Messages Count - set the number of fan messages associated with the case.
Business Hours
Case Created Time Duration
Case Queue - set the queue the case is in.
Case Queue Assignment Time Duration
Case creation time is after - provide a date and time for cases created after a specific date.
Case creation time is before - provide a date and time for cases created before a specific date.
Custom Properties
Due Date - set a due date for case completion.
Fan Messages Count Since Last Brand Response
From User Channel Type
From User Partner Profile Lists
Is Archived - set a condition for whether or not the case is archived.
Is Smart Response Used
Keyword List
Keywords - enter keywords or phrases contained in the case.
Last Brand Interaction Duration - set the duration of last interaction from the brand.
Last Fan Interaction Duration - set the duration of the last interaction from the fan.
Last Interaction Duration - set the duration of the last interaction. It can be used to find cases with last interaction duration (both fan & brand) greater than the said value.
Priority - set a condition for what priority a case has.
Source
Status - set a condition for the Case status.
Sub Type
Summary - set a list of words or phrases contained or not contained.
Tags - set tags that are applied to the case.
Type - set the type of case as either Complaint or Requirement or Feedback.
Assignee Availability Status
Case eligible for direct assignment - set the availability status. This condition is used in combination with Direct Assign to Preferred agent action.
User Status
Priority Rank
SLA Breach Remaining Time
Partner custom properties
Conditions Applies To Classification Conditions
Set the condition based on the following properties:
Comment Path Confidence
Product Path Confidence
Condition Applies To Survey
Set the condition based on the following properties associated with the survey:
Last Survey Response Status
Received survey response
Survey last sent before duration
User Opted Out Of Survey
Conditions Applies To Sample a subset of assets from a given set
Set the condition based on the following properties:
Sample By — Percentage
Percentage of assets to sample from set
Sampling Category
Sample By — Number
Number of assets to sample from set
Sample Set Size
Sampling Category
Case Actions
Terms
Description
Case Creation
Actions To Universal Case
Set the action based on the following attributes:
Add Collaborator
Add From user to Partner Profile Lists - add the users associated with the case.
Add Subscribers - add users subscribed to updates.
Add a Note
Add to Case Queue
Associate Checklist
Choose Custom Fields to set to default
Copy Custom Property Assignment Time - Copy the assignment time of a given custom field value to any date-time custom field.
Direct Assign Case To Preferred Agent
Due Date - set a case due date.
Email Notification - send an email notification with case details.
Priority - set a case priority.
Remove Collaborator
Remove From Case Queue
Remove Subscribers - remove users subscribed to updates.
Remove User from Partner Profile Lists
Sentiment - set the case sentiment.
Status - apply a status to the case.
Tags - apply tags to the case.
Trigger Process
Type - apply a case type.
Assign - Assign a case to Work Queue, User, or Routing Configuration. With Work Queue, you can also add Entity to Exclude Assign action with a Case Custom Field which contains the user to whom you don’t want to assign the case.
UnAssign Case
Allocate Time of
Assign Fairly to one of the Users - set a list of assignees that can be assigned the case based on a number of maximum assignments.
Change Availability Status of
Mark follow up as
Priority Rank
SLA Breach Details
Send SMS - refers to selecting receivers to send SMS messages.
Send UI push notification - refers to selecting receivers to send notification in their UI.
Unset SLA Breach Details
Partner custom properties
Actions To Copy properties from source to destination
Set the action based on the following attributes:
Copy Action Source - select the source from which you want to copy the value.
Copy Action Destination - select the destination to which you want to set the copied value.
Actions To Make External Calls
Set the action based on the following attributes:
Extension to Execute
Actions To Schedule a Rule/Macro
Set the action based on the following attributes:
Action to Schedule
Action to remove Schedule
Actions To Schedule Actions
Set the action based on the following attributes:
Add to scheduler engine queue
Actions to Case Associated Messages
Engageable, Message Category, and Partner custom properties can be set/unset for the following:
All Associated Messages in Case
All Associated Fan Messages in Case
All Associated Brand Messages in Case
Last Associated fan message in Case
Last Associated brand message in Case
Last Associated message in Case
Actions To Volumetric Actions
Set the action based on the following attributes:
Send Volumetric Trigger Email
Actions To Classification Actions
Set the action based on the following attributes:
Classify
Actions To Actions on chat conversation associated to the case
Set the action based on the following attributes:
Close Chat Conversation
Forward Live Chat Conversation as Email
Handover Live Chat Conversation Control
Case Update
Actions To Auto respond to a message
Set the action based on the following attributes:
Send Auto Response To - refers to set an auto response to Twitter, Facebook Page, Line, etc.
Choose Account To Reply From
Choose Campaign
Choose Preferred Reply Type
Choose Related Reply Entity
Choose Reply Template
Time Duration of Last Auto
Actions To Universal Case
Set the action based on the following attributes:
Add Collaborator
Add From user to Partner Profile Lists - add the users associated with the case.
Add Subscribers - add users subscribed to updates.
Add a Note
Add to Case Queue
Archive Case
Associate Checklist
Choose Custom Fields to set to default
Direct Assign Case To Preferred Agent
Due Date - set a case due date.
Email Notification - send an email notification with case details.
Priority - set a case priority.
Remove Collaborator
Remove From Case Queue
Remove Subscribers - remove users subscribed to updates.
Sentiment - set the case sentiment.
Status - apply a status to the case.
Tags - apply tags to the case.
Trigger Process
Type - apply a case type.
Assign - Assign a case to Work Queue, User, or Routing Configuration. With Work Queue, you can also add Entity to Exclude Assign action with a Case Custom Field which contains the user to whom you don’t want to assign the case.
UnAssign Case
Allocate Time of
Assign Fairly to one of the Users - set a list of assignees that can be assigned the case based on a number of maximum assignments.
Capture Case State
Change Availability Status of
Mark follow up as
Priority Rank
SLA Breach Details
Send SMS - refers to selecting receivers to send SMS messages.
Send UI push notification - refers to selecting receivers to send notification in their UI.
Unset SLA Breach Details
Partner custom properties
Actions To Copy properties from source to destination
Set the action based on the following attributes:
Copy Action Source - select the source from which you want to copy the value.
Copy Action Destination - select the destination to which you want to set the copied value.
Actions To Make External Calls
Set the action based on the following attributes:
Extension to Execute
Actions To Schedule a Rule/Macro
Set the action based on the following attributes:
Action to Schedule
Action to remove Schedule
Actions To Schedule Actions
Set the action based on the following attributes:
Add to scheduler engine queue
Actions To Request Twitter Feedback
Set the action based on the following attributes:
Request Twitter Feedback
Actions to Case Associated Messages
Engageable, Message Category, and Partner custom properties can be set/unset for the following:
All Associated Messages in Case
All Associated Fan Messages in Case
All Associated Brand Messages in Case
Last Associated fan message in Case
Last Associated brand message in Case
Last Associated message in Case
Actions To Volumetric Actions
Set the action based on the following attributes:
Send Volumetric Trigger Email
Actions To Survey
Set the action based on the following attributes:
Request Survey
Survey Expiry Duration
Survey Message
Survey Triggered By
Url Shortener
Resend Survey
Survey Expiry Duration
Survey Message
Actions To Classification Actions
Set the action based on the following attributes:
Classify
Update classification details on CRM
Actions To Actions on chat conversation associated to the case