Case Third Pane

Articles

(8)
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Old Third Pane

Third pane in Sprinklr is a key tool for social media managers, providing them with the information and insights they need to engage effectively with customers on social media and other communication channels.Provides additional context: The third pane provides additional context and information abo

Knowledge Base Article

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Case Third Pane

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New Third Pane

OverviewThe third pane in Sprinklr is designed to help teams quickly and easily access the information they need to provide effective social media engagement and customer support. By providing additional context and information about each message or post, teams can better understand customer needs a

Knowledge Base Article

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Case Third Pane

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Enablement of Case Third Pane

For enabling the New Case Third Pane reach out to your success manager or sprinklr support after which user can navigate to preferences under settings and turn on the New Third Pane toggle. All users who have access to Agent Console can also enable New Case Third Pane. Once it is enabled, the new ca

Knowledge Base Article

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Case Third Pane

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Filtering Case Activity

Looking for a specific activity in the activity trail is generally a very tedious task that you and your customers might face on a day-to-day basis while managing an enormous amount of cases.So to ease this process,you can directly apply filters on case activities based on the below parameters. ​​Ti

Knowledge Base Article

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Case Third Pane

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Surveys

Surveys can be used to gather feedback, opinions, and preferences from customers on a wide range of topics, including products, services, and customer experiences.Sprinklr's survey feature includes a range of customization options, including the ability to create custom survey questions and res

Knowledge Base Article

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Case Third Pane

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Case/Message Audit

Audit Checklists help supervisors identify gaps in Agents' performance and then use the gathered data to take actions in order to correct these gaps.You can create audit checklists and use them to measure agents' performance in Agent Console and Care Console. A checklist is created to ensu

Knowledge Base Article

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Case Third Pane

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Root Cause Analysis (RCA)

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 th

Knowledge Base Article

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Case Third Pane

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Share Likelihood Score

The Share Likelihood Score, calculated on the basis of previous activities, tells the probability of a customer sharing the brand content publicly on social media channels. For example, if your customer has shared the brand post publicly on their wall in the past, the likelihood score on the ne

Knowledge Base Article

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Case Third Pane

Getting Started with Sprinklr Service

Reference Guide for Sprinklr Service

Sprinklr Service Glossary

Service Channels

Inbound Voice

Outbound Voice & Dialers

Case Management

Automation and Assignment

Unified Agent Desktop

Agent Desktop Shortcuts

Troubleshoot & FAQs

Case Processing Time in Agent Desktop

Introduction to Unified Agent Desktop

Agent Desktop for Email Care

PII Masking

Introduction to Agent Desktop Layout

Standard Widgets

Use Cases of Agent Desktop Layout

Agent Assistance

Some Common Layouts

Handling Sub Cases in Agent Desktop

Case Third Pane

Agent Console (Legacy)

Guided Workflows in Agent Desktop

Link Related Cases

Publishing Functionalities

Custom Widgets

Customer Authentication

Adding Translations

External Collaboration

Care Console Walkthrough

Supervisor Console

Surveys

Journey Facilitator

Sprinklr Commerce

Workforce Management

Reporting and Analytics

Conversational AI

Digital Twin

IVR

Knowledge base

Community

Quality Management

Conversational Analytics

Agent Assist

Sprinklr AI+

Customer-Facing Guided Workflows

Service Agent Personas