Create a View Policy for Ticketing Workflow
Updated
View Policy in Sprinklr defines which fields should be visible, mandatory, or read-only on the ticket (case) form based on the value of a primary field. This ensures that agents see only the fields relevant to the case they are working on, improving usability and reducing errors.
A View Policy is a configuration that allows you to control the visibility of fields. It does the following:
Determines secondary fields based on primary field values.
Defines which fields are mandatory (must be filled by agents) and which are read-only (viewable but not editable).
These settings are a subset of Visible Fields, meaning only visible fields can be marked mandatory or read-only.
Example Scenario for Setting Up a View Policy
View policies can be set up in scenarios such as if an L1 agent is working on a ticket, they should be able to update fields such as Ticket Priority and Customer Details. However, when the L2 agent accesses the same ticket, these fields should only be visible in read-only mode, allowing them to view the values filled by the L1 agent but preventing any edits.
You can create individual view policy or bulk import multiple view policies.
Create a Single View policy
To create a view policy, follow these steps:
1. Click the New Page (+) icon to open the Launchpad.
2. Under Sprinklr Service, click the persona app for your Entity Studio.
This opens the Entity Manager window.
3. In the Entity Manager window, under the Standard tab, locate the Case entity.
4. Hover over the case entity and click View.
5. In the side navigation, expand Advanced Options and click View Policy.
6. In the View Policies window, click Create View Policy in the top-right corner.
7. In the Create View Policy window, fill in the following:
Field | Description |
Dynamic Form Name | Enter the name of the view policy. |
Conditions | Specify the conditions under which the view policy becomes applicable, based on primary field values. |
View Policy Scope | Select the view policy scope:
|
Select Forms | Choose the specific forms to which this view policy should apply. |
8. Click Next to open the form configuration screen.
9. In the Form Configuration panel, click Fields. Select the fields that should appear when the condition is met.
10. Add layouts to your form to support different views. You can select either the 2-column or 3-column option.
11. Click Save in the top-right corner to finalize the view policy.
Bulk Upload View Policies
You can define multiple view policies on the case entity by bulk uploading the view policies. To bulk upload view policies, follow these steps:
1. Click the New Page (+) icon to open the Launchpad.
2. Under Sprinklr Service, click the persona app for your Entity Studio.
This opens the Entity Manager window.
3. In the Entity Manager window, under the Standard tab, locate the case entity.
4. Hover over the case entity and click View.
5. In the side navigation, expand Advanced Options and click View Policy.
6. In the View Policies window, click Upload View Policy in the top-right corner.
7. On the Upload Policy window, click Download Sample File.
A sample file will be downloaded to your device.
8. In the sample file, fill in the following view policy details.
Field | Description |
Policy Name | The unique name of the view policy to be created. |
Record Form Name | The name of the record form where this policy should be applied. |
Condition Field(s) | The custom fields on which the policy conditions are based. Column headers can be renamed to match the exact custom field names. Multiple condition fields can be specified if required. |
Condition Value(s) | The value(s) for the controlling field(s) that will trigger the policy. |
Visible Fields | The list of fields that should become visible when the conditions are met. |
Mandatory Fields | A subset of the visible fields that agents must fill out. |
Read-only Fields | A subset of the visible fields that should appear in view-only mode for agents. |
Layout | Defines how the visible fields are displayed in the form. Use numeric formats like for a single row with two columns, for two rows with two columns each, or for mixed layouts. |
9. Once the file is filled in, go back to the Upload Policy window, click Browse, and upload the file back into Sprinklr.
10. Once the file is uploaded, you can view the preview of the file using the File Preview option.
11. Click Next. The Column Mapping step opens.
12. In the Column Mapping step, map columns in the uploaded file according to their type.
13. In the Field Mapping step, map condition fields in uploaded file to fields in Sprinklr.
14. Click Next. The Upload Summary step shows the number of view policies that were created, updated, or ignored.
15. Click Upload.
The view policies are now successfully imported into Sprinklr.
Next Step
Using Record Forms in Guided Workflow