You can leverage Case Summary to get a gist of a case at a glance without having to read the entire case history.

Cases created in Sprinklr include a Summary field, where agents can enter notes that provide an overview of a case. This field will also be included in the export of a case and provides an at-a-glance summary without the need to read the entire user interaction thread.

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Case Summary in Agent and Care Console

• Under the Sprinklr Service tab, select Agent Console or Care Console within Resolve.

• Click on a case to open the case details in the third pane.

• The Summary field appears within the Overview tab of the Case third pane. You can add or edit the summary by clicking the summary box.

Case Summary In Reporting

• Case Summary, as a reporting dimension, can be used in custom widgets. In a Table widget, the text of a Case Summary will appear. In other visualizations, the Case Summary will be visible when hovering over a case's data on the chart.

• Click the New Tab icon. Under the Sprinklr Service tab, click Care Reporting within Analyze.

• On the Reporting Home window, select the desired dashboard from the Dashboards section.

• On the selected Reporting Dashboard window, click Add Widget in the top right corner.

• On the Create Custom Widget window, enter a Name for the widget, and select the Data Source as Social Analytics.

• Select the Visualization for your widget from the available visualization types. For more information, view Visualization Type — Field Descriptions.

• Next, within What would you like to plot on your widget, select Case and Case Summary dimensions with Case Count metric.
  

​Case Summary in Rules

Rules can be configured using the rule condition Summary. This condition allows you to create a rule that is conditioned upon a Case Summary containing or not containing keywords.

• Click the New Tab icon. Under Governance Console, click Rule Engine within Collaborate.

• On the Rule Engine window, click Create New Rule in the top right corner.

• On the New Rule window, provide a Name and an optional Description for your new rule and set the Rule Scope to Customer.​​​

• From the Context drop-down menu, select Case Update. If required, modify the values for Activation Date, Rule Execution Batch, and Rule Type. To proceed with the default values, click Next.