CFM Response Workflows can now directly interact with the Distribution Case object, which represents the Sprinklr Service case that triggered a CFM survey. This improvement allows Distribution Case fields to be available in the Resource Selector of Response Workflows, enabling you to view case attributes, use them in conditions, update case fields, and manage case queue assignments, all from the workflow canvas.

Two capabilities are introduced:

• Distribution Case in Resource Selector: Utilize and manage both standard and custom fields for cases throughout all supported workflow nodes.

• Manage Distribution Case Queues node: Include or exclude the related Distribution Case from one or more queues directly in the workflow.

Collectively, these features facilitate comprehensive automation at the case level, starting from gathering survey responses to modifying the associated case and directing it to the appropriate queue, all while remaining within CFM workflows.

Business Use Cases

• Automated Post-Survey Case Routing: Automatically route cases to the appropriate queue based on survey responses submitted by customers. For example, low satisfaction scores can trigger escalation workflows by moving associated cases to a review queue, while positive responses can remain in their existing queues. This helps ensure timely follow-up on critical feedback without requiring manual intervention.

• Stamp Survey Feedback on Cases: Automatically update case records with survey feedback as soon as a customer submits a response. Survey metrics, scores, and comments can be written directly to case fields, ensuring that agents and supervisors have immediate access to relevant feedback within the case record. This helps provide better context for follow-up actions, reporting, and customer engagement without requiring users to switch between different systems.

• Conditional Queue Assignment Based on Case Attributes: Automatically route cases to different queues based on attributes associated with the underlying case record. Using case-specific information such as category, type, priority, or source, workflows can apply conditional logic to ensure each case is directed to the most appropriate team or queue after a survey response is received. This helps streamline case handling, improve operational efficiency, and ensure that follow-up actions are aligned with the context of the original customer interaction.

This enhancement helps automate the connection between survey feedback and case management by enabling workflows to route cases based on real-time survey responses or case attributes, update case records with survey outcomes, and trigger context-aware follow-up actions. By eliminating manual intervention, organizations can ensure faster escalations, maintain accurate case data, improve agent visibility into customer feedback, and streamline post-survey operational processes.

Prerequisites

• You must have the appropriate workflow configuration permissions to add and configure the Manage Distribution Case Queues node within a workflow.

• Only case queues that you own or that have been shared with you are available for selection in the node configuration.

Setting Up Distribution Cases

1. Using Distribution Case in the Resource Selector

   1. When adding a condition or action in a Response Workflow, open the Resource Selector and select Distribution Case as the object. All standard and custom fields configured on the Distribution Case will be available for use.

   2. You can use these fields to:

      1. Logic for branch workflows within a Decision Box that relies on case attributes (such as case type, assigned queue, and values of custom fields).

      2. Modify case fields by utilizing the Update Record node (for instance, entering the survey score into a case custom field).

      3. Obtain case information by utilizing Get Records for subsequent application in the workflow.

2. Using the Boolean Trigger Source Fields

   1. When building conditions in a Decision Box, select the response object and look for:

      1. Is Distribution Case Present: Use this field to determine whether a survey response originated from a Distribution Case and apply different workflow actions accordingly. This enables you to create separate workflows for case-based survey responses and responses generated through other distribution methods.

3. Configuring the Manage Distribution Case Queues Node

   1. When adding an action node, navigate to the Utility bucket and select Manage Distribution Case Queues.

   2. Configure the following:

      1. Name: Enter a name for the node. This appears on the workflow canvas (mandatory).

      2. Case Queues

         1. Input Type Select Static to choose a queue from a fixed list, or Dynamic to reference a queue value from the Resource Selector.

         2. Select the queue(s) where the Distribution Case needs to be added to the Case Queue.

         3. Eliminate from Case Queue Choose the queue(s) from which the Distribution Case needs to be taken out.

   3. You can configure both add and remove operations within the same node.

      

How does it work?

Scope

This enhancement is supported only for Distribution Cases. CLF Response Cases are not supported. Throughout this article, any reference to a case refers exclusively to a Distribution Case.

Access Distribution Case Data in Workflows

The Distribution Case object is now available in the Resource Selector within Survey Response workflows. This enables you to reference both standard and custom case fields across supported workflow nodes, including:

• Decision Box conditions
• Record updates
• Record retrievals
• Other workflow actions that support Resource Selector inputs

Identify Distribution Case-Based Surveys

A new boolean field, Is Distribution Case Present, has been added to the response object.

• Returns Yes when the survey was triggered from a Distribution Case.
• Returns No when the survey was triggered from any other source.

You can use this field in Decision Box conditions to branch workflow logic based on the survey's originating context.

Manage Distribution Case Queues

A new Manage Distribution Case Queues action node is available under the Utility category. This node allows you to add or remove the associated Distribution Case from one or more queues.

Key capabilities include:

• Add cases to queues or remove them from queues.
• Support for both Static and Dynamic queue selection.
• Dynamic inputs can be sourced from the Resource Selector.
• Queue values can be derived from supported CFM entities available for the workflow event.

Availability

These capabilities are available exclusively within the Survey Response workflow event.

You can test the Distribution Cases

1. Set up a Response Event workflow with a Decision Box condition using a Distribution Case field (e.g., case type or a custom field value).

2. Trigger a survey distribution on a Sprinklr Service case via any supported channel (WhatsApp, SMS, Email, Live Chat, or Personalized Link).

3. Submit a test response and confirm the workflow executes. Verify the Decision Box routes correctly based on the case attribute value.

4. Validate field updates: Check the Distribution Case record in Sprinklr Service to confirm any Update Record actions have correctly stamped the case fields with survey response data.

5. Validate queue management: Confirm the case has been added to or removed from the configured queues after workflow execution.

6. Validate boolean fields: Test the following scenarios and confirm the correct Yes/No values are returned:

   1. Survey triggered on a Distribution Case — Is Distribution Case Present should return Yes.

   2. Survey triggered without a case — Is Distribution Case Present should return No.

7. Validate across all supported distribution types:

   1. Email (Standard and Conversational)

   2. WhatsApp (Standard and Conversational)

   3. SMS

   4. Live Chat

FAQs