The third pane in Sprinklr is designed to help teams quickly and easily access the information they need to deliver effective engagement and customer support. By providing additional context and details about each message or post, teams can better understand customer needs and respond in a timely and relevant manner.

Access Case Third Pane

You can access the Third Pane in the Care Console by clicking the View Details button located in the top-right corner of the screen. The Third Pane also opens when you select a case from Universal Search results or double-click a case from other parts of the platform such as the Engagement Dashboards.

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To access the case third pane in Care Console, follow these steps:

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1. Click the New Page (+) icon to open the Launchpad.

2. Under Resolve > Omnichannel Dashboards, click Care Console.

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3. In the Case Stream pane, click on a case to open it.

4. At the top-right corner, click View Case Details.

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The Third Pane opens, displaying key case information along with various options such as applying a macro, assigning the case to an agent, collaborating with teammates, and more.

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Comparing New Third Pane and Old Third Pane

The new case third pane is specially designed to enhance the experience of brand agents with easier navigation and improved collaboration. In the new message/case and profile third pane allow's sidebar navigation, allowing agents to quickly access case/message details and perform actions in a single click.

Agents can perform quicker actions through the new third pane and initiate the next step faster thus helping in decreasing the Case Resolution Time, Cost Per Conversation, and SLA and enhancing the user experience.

How New Third Pane Is Helpful for Agents

The third pane offers the following key benefits:

• Provides additional context: The third pane provides additional context and information about the post or message that is currently selected in the main pane on the left. This can help contact center supervisors understand the customer's issue or feedback more completely, and respond to it more effectively.

• Saves time: By providing a centralized location for important customer information, the third pane can save time for contact center supervisors. Instead of having to search for information in multiple locations, they can access all relevant information in one place.

• Improves customer satisfaction: The third pane can help contact center supervisors respond to customer inquiries or issues more quickly and effectively, which can improve overall customer satisfaction.

• Enables better decision-making: The third pane's sentiment analysis and other features can provide insights into customer sentiment, preferences, and opinions. This can help contact center supervisors make better-informed decisions about how to respond to customer feedback and improve the customer experience.

Components of Case Third Pane

When you open a case in the Third Pane, the information is organized across multiple tabs. Below is an overview of each tab and the type of information available within the conversation.

Conversation

In the Conversation tab, you can view all brand and customer messages associated with the case. You can also send replies directly from this pane. In addition to replying, you can take various actions such as applying a macro, assigning the message, archiving it, setting a reminder, updating sentiment, and more.

You can translate all messages into the language configured for your user interface. To do this, click the Options () icon in the top-right corner and select Translate All Messages.

Case

The Case tab provides an overview of the case and allows you to perform key actions such as collaborating with other agents, creating tasks, viewing activity history, and more.

Overview

Provides detailed overview of the case in a single window for enhanced experience of brand agents.

Key capabilities:

• Share Case: Click the Share () icon in the top-right corner to copy the case URL to your clipboard and share it with others. 

• Actions: Apply a macro, assign the case with a note to an agent, and reply to the case using the buttons at the top.

• Options: Click the Options () icon to take various actions on the case such as editing/deleting/archiving the case, setting the reminder and sentiment, auditing the case, performing root cause analysis, and more. 

  You can also send Sprinklr case details to third-party CRM systems, such as, Salesforce, Zendesk. A new case will be created automatically in Salesforce and the agents will be able to access the case details from Case Third Pane.

• Case Card: View the case number, case tag, case status, customer's profile name and handle, latest associated customer message, and the date of the latest associated customer message. Hover over the case number to copy it. A visual indicator in Yellow is also visible if the CSAT is below 30.

• Survey: You can also view the Survey Sent indicator when a survey is sent on a case and Survey Completed indicator when the survey is submitted.

• All the starred custom properties will be shown here. This section will be different for each user based on the custom fields they have marked as favorite. Click Show All to switch to the Properties tab.

• Smart Summary: Smart Case Summary, driven by AI, is designed to aid agents in quickly accessing the critical information about the customer which might get lost in the lengthy case conversations. Click Detailed View to switch to the Smart Summary tab.

• Subscribers: View all the subscribers of the case. You can quickly add yourself as the subscriber by clicking Add me as subscriber. Subscribers will receive notifications on the activities performed on the case.

• Queues: Add a case to the global queue.

• Collaboration: View the latest comment sent to collaborate on the case. Click Show All to switch to the Collaborate tab. You can take various actions, such as replying to the latest comment, reacting to the comment, or editing or deleting your own comment.

• Tasks: View the details of the latest task created on the case. You can create a new task by clicking the Addition icon in the top right corner. Click Show All to switch to the Tasks tab. Change Status, Assignee, Due Date, and Task Queue. Collaborate on the task by sending a message. You can control the visibility of your message to make it visible to either everyone or to the current client. Take various actions, such as applying a macro, editing, deleting, cloning the task, or opening the task details.

Properties

Update each custom field independently and perform actions such as copy custom properties values in one click and star your favorite custom fields. The help text is also visible on hovering over the tooltip, if set while creating a custom field.

Collaborate

The Collaborate tab allows you to collaborate with your team members through messaging. You can send new messages in and view all messages sent by other agents on the same case, enabling seamless teamwork.

Depending on your permissions, you can perform various actions such as reply to comments, react to them, edit or delete your own messages, and export the entire message thread as a CSV file. A search bar is available at the top to help you quickly find specific comments using keywords.

Replying options:

• Show/Hide Text Formatter: Use this option to show or hide the text formatter. You can format your messages using various options such as font family, font size, text color, bold, bullet lists, and more.

• Attachments: Use this option to attach a media file.

• Add Canned Responses: Use this option to reply using canned responses. You can send either a simple text canned response or an RTFD (Rich Text Format Directory) canned response.

Additionally, you can control the visibility of your comment to make it visible to either everyone or to the current client.

Notes in the reply box will be retained on case/tab switch.

Tasks

A record of tasks created to organize to-dos required on a case to provide your team with clear, efficient workflows. With Case Tasks, you can outline and assign action items and track the progress toward completion, all from the Tasks tab. 

From this tab, you can do the following:

• View all the tasks and change the Status, Assignee, Due Date, and Task Queue.

• Search for a specific task by typing the keyword in the search bar at the top.

• Sort the tasks by various parameters such as Task Name, Due Date, etc.

• Filter the tasks by Status, Assigned to, and Due Date.

• Create a new task by clicking the Addition icon in the top right corner. On the New Task window, add a Task Name, set the Status, add an optional Description, select an Assignee, and the Due Date, select the Task Queue, and fill in the desired Properties.

• Collaborate on the task by sending a message. You can control the visibility of your message to make it visible to either everyone or to the current client.

• Take various actions, such as applying a macro, editing, deleting, cloning the task, or opening the task details.

Activity

View the record of various activities performed by agents on a respective case. For example - Updating the Case, Applying Macros, Rule Executions. You can easily sort activities in ascending/descending order and also export the activities. You can also filter out moderation, system, or manual activities.

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Filtering can be done on basis of time duration and macro, custom fields, queue and user-level changes. This will help supervisors, admins, and analysts to filter and debug any issue faster and more effectively.

Root Cause Analysis

Root cause analysis (RCA) is done on survey results to identify the root causes of problems faced by the customers. 

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 the customer experience.

Audit Case

You can create audit checklists to perform an audit of agents' performance. A checklist is created to ensure that all the criteria in the checklist are considered while performing the audit.

In the top right corner of the Case Overview tab, hover over the Options icon and select Audit Case.

On the Audit Document window, enter the auditing details in a pre-configured audit checklist form. The message/case can be audited for different agents who have worked on it by selecting the agent name. You can also add comments against each checklist item in the Add Comment fields. Enable the View Other Audits toggle to see audit responses from other auditors. Then, click Save in the bottom right corner.

Now, within the Audit Results tab, you can view the audit results against the assigned users by selecting the user from the Agent Info drop-down at the top. Within the Audit History section, all the audits performed by different auditors can be seen​.

CRM (Salesforce/Zendesk/Oracle)

View and edit external case details from third-party CRMs. Clicking the case number redirects you to the corresponding page on the native CRM website.

Profile

The Profile section provides comprehensive customer profile information, helping agents gain a deeper understanding of the customer’s background and interactions.

Overview

View all relevant details related to the customer’s profile in one place for quick reference.

​Key capabilities:

• Share Profile: Click the Share icon in the top right corner to copy the URL of the profile to the clipboard and share it with others.

• Apply Macro: Apply a macro to the profile.

• Collaboration: View the latest comment sent to collaborate on the profile. Click Show All to switch to the Collaborate tab. You can take various actions, such as replying to the latest comment, reacting to the comment, or editing or deleting your own comment.

• Tasks: View the details of the latest task created on the profile. You can create a new task by clicking the Addition icon in the top right corner. Click Show All to switch to the Tasks tab. Change Status, Assignee, Due Date, and Task Queue. Collaborate on the task by sending a message. You can control the visibility of your message to make it visible to either everyone or to the current client. Take various actions, such as applying a macro, editing, deleting, cloning the task, or opening the task details.

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Properties

View and update profile custom fields and contact details and perform actions such as copy custom properties values in one click and star your favorite custom fields. The help text is also visible on hovering over the tooltip, if set while creating a custom field.

Cases

View all the cases associated with the Profile. You can do the following:

• Search for a specific case by typing the case number in the search bar at the top.

• Sort the cases by Case Creation Time

• Filter the cases by Assigned to and Status.

Activity

View the record of various activities performed by agents on the respective profile, for example, applying a macro. You can easily sort activities in ascending/descending order and also export the activities.

Historical Cases

View all the historical cases along with the messages and attachments associated with that particular conversation on the native channel. You can collapse each case section by clicking the top case bar.

Smart Assist

Smart Assist driven by AI recommends Similar Cases resolved in the past and Knowledge Base Articles for agents to quickly refer to solve customers' queries.

Similar Cases

Depending upon the intent of the conversation, agents will be provided with AI-generated recommendations of similar resolved cases handled in the past.

Knowledge Base

Smart Comprehend driven by Sprinklr AI comprehends the case conversation and suggests the most relevant information extracted from an article. Agents can quickly refer to the information extracted from the articles and also share the URLs with the customers.

Guided Workflows

Guided Workflows provide agents with relevant questions to ask customers, take inputs from them and navigate them to the next action to be performed accordingly. These are easy to configure and save significant agent training and re-training time as well as cost.

You can also enable AI-generated recommendations of guided workflows depending upon the ongoing conversation. Agents can click Show All to view all the Guided Workflows. You can also filter the Guided Workflows on the basis of tags.

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