Case status indicates the current stage or progress of a case within a customer service or case management system.

Business Use Cases

• Tracks Case Progress: A supervisor can monitor the progress of customer issues by checking the status.

• Escalation Management: When a case is marked as Escalated, it triggers a workflow to alert senior agents or management.

• Customer Follow-Up: After a case is marked as closed, a follow-up action is triggered to ensure the customer is satisfied with the solution and can be closed.

Closed Loop Management enables faster resolution, driving higher customer satisfaction and smarter operations through automated feedback systems that close the loop efficiently. Automating the routing process, it helps eliminate manual errors and reduce service delays, ensuring that actionable insights from surveys and transactions are captured in real time. This seamless feedback-to-action flow supports continuous improvement across teams and processes.

Prerequisites

To access Close Loop Feedback, you would need Program Level Permissions. You will require Program Level View, Edit, and Delete permissions to gain access to it:

• View: Helps to view the feature.

• Edit: Helps to edit the feature.

• Delete: Helps to delete the feature.​

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Setting Up Status

1. Go to Sprinklr Insights and navigate to Customer Feedback Management Persona App.

2. Go to Global Settings and under case settings go to Case Status.

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3. You can configure the name and add unique identifiers for each listed status. You can add a name and select the colour. Admins can customize the names and order of status types to align with brand guidelines. While the default statuses:

   1. Open

   2. In progress

   3. Escalated

   4. Closed

      These are predefined; admins can rename them but cannot create new status types. Statuses can be reordered, and specific colours can be assigned to improve clarity and usability. To maintain consistency, duplicate status names are not allowed. Additionally, certain statuses can be disabled, and if the case assignee has edit access, these disabled statuses will be hidden from the update box.

4. Toggle to enable the statuses.

5. Click Save.

6. You also have the option to reshuffle the statuses, which would appear in the drop-down similarly.

   Once the initial setup of case status is complete, the configured status will automatically apply to all cases when setting up the closed-loop feedback.

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