How are Cases Different from Messages?

Cases and messages in Sprinklr are two different entities that serve different purposes in managing customer interactions.

• Messages refer to the individual customer interactions that are received through various channels, such as social media, messaging apps, email. These interactions can include posts, comments, direct messages, emails, or chat messages. In Sprinklr, messages are aggregated into a unified inbox, which allows businesses to manage and respond to customer messages from multiple channels in one place.

• Cases, on the other hand, are a way of grouping related messages and interactions together into a single entity for tracking and management purposes. A case can include multiple messages or interactions related to a specific customer inquiry or issue, such as a product or service question, a complaint, or a support request. Cases provide a centralized view of all interactions related to a specific customer issue or inquiry and allow businesses to manage them more efficiently.

How to Create Cases Manually?

• Under the Sprinklr Social/Service tab, click Engagement Dashboards within Engage or under the Sprinklr Service tab, click Agent Console/Care Console within Resolve.

• On the Engagement dashboard or the Agent/Care Console dashboard, select a message that you would like to create a Case.

• In the top-right corner of the Message details pane (third pane), hover over the Options icon  and select Create Case from the drop-down list.

• You can also do the same by hovering over the Options icon alongside the desired message in the middle pane and selecting Create Case.

• On the Create Case window, enter a case Subject, Description, Add Media Image and apply case Properties as desired.

Creating Cases Through Rule Engine

• A case should be created on a new/first message of any conversation.Messages after passing through the inbound rules are usually executed through a "Case Maker" rule as a best practice.

• You can configure the conditions of case creation as per workflow's requirements, as a standard practice a check of 7 days is used to set the threshold.

  • Any new messages from the same profile coming in after 7 days would create a new case with the above set up.

• After the case is created on the first message of the conversation any new message that comes in should ideally be associated or tied with the same case and for this purpose Associate Action is used under actions while configuring your case maker rule.

Note:

Sprinklr will restrict you from creating more than one CRM case on a single message. Once a CRM case (i.e. Salesforce, Zendesk, RightNow, etc.) is created on a message, you will not get an option to create a new CRM case on that same message again. This will prevent duplication of cases, hence saving a lot of your time.

To learn more about getting this capability in your environment, please work with your Success Manager