Case Management provides a structured approach to tracking, managing, and resolving cases efficiently. It ensures that every customer’s feedback is logged, prioritised and addressed in a timely manner. This centralised interface allows you to view open and escalated cases, update case statuses, and collaborate seamlessly across teams to ensure timely resolution and improved customer experience.

Business Use Cases

• Automated Case Creation from Feedback: When a customer provides negative feedback through a survey, Sprinklr automatically creates a case.

• Automated Case Routing: Cases are created and automatically routed to the right set of agents.

Timely intervention ensures that no critical feedback is overlooked, allowing teams to address issues as soon as they arise. This approach reduces resolution time by instantly directing concerns to the most relevant team, streamlining problem-solving efforts. Ultimately, it enhances customer satisfaction by closing the feedback loop, building trust, and fostering stronger customer relationships.

Prerequisites

​To access Close Loop Feedback, you would need Care Console permissions to access it.​

Setting Up Case Management

Let’s have a look at the detailed steps to use this feature:

1. Navigate to the Left Pane and access Care Console.

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2. Go to All Cases and access the default statuses in the dropdown.

   

   1. My Open Cases: Open cases refer to all active issues requiring agents' attention and resolution.

   2. In Progress: In-progress cases are those that have been assigned and are currently being addressed by agents.

   3. My Escalated Cases: Escalated cases are issues escalated for further attention by senior agents, expert teams, or management due to their urgency, complexity, or unresolved status.

   4. My Closed Cases: Closed cases are those in which the agent has provided a resolution, and neither the customer nor the agent is required to take further action.

   5. All Cases: This section comprises all the cases that are present.

      Note: If a case is assigned to you but you don’t have survey access, the Survey Responses and Case Properties widgets will show “You do not have permission to access this data.” For Custom Analytics, you’ll only see data for cases where survey permissions are granted. A new View Response and Analytics permission ensures consistent access control.

3. You can respond to the customer from the care console and then close the loop on the case by clicking the Case Close option(at the top right corner). In the care console you will find the following options:

   

   1. Conversation Pane: When an agent clicks on a Case in the left-hand column, the Conversation History automatically opens in the middle pane of the Agent Console. This Conversation Pane displays all relevant case details and past interactions, giving the agent complete visibility into the customer’s communication history. Refer to this article for more details.

   2. Canned Responses: You will have the option to use canned response to respond to the customers, canned responses are predefined, brand-compliant replies designed to address common customer queries such as “How can I add a credit card to my account?” or “How do I apply for a refund?” By documenting and saving answers to frequently asked questions in advance, agents can quickly access and use them whenever similar inquiries arise. To maintain organization and easy accessibility, these responses can be grouped into folders.

      Agents also have the flexibility to personalize and adjust these messages before sending them, ensuring each reply feels relevant and authentic. By streamlining communication, canned responses help reduce average handling time, deliver faster resolutions, and maintain consistent, high-quality support across all customer interactions. Refer to this article for more details.