Care Console is a unified workspace that enables agents to manage cases and resolve customer queries with a comprehensive 360° view. Administrators can customize and configure the Care Console layout to meet specific business requirements. Care Console module also supports multiple layouts, allowing users to view different configurations based on the type of case they are handling or the roles assigned to them.

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Teams can be assigned multiple Care Console layouts tailored to their specific use cases. For example:

• A brand may configure a distinct Care Console layout for its Email team, separate from the one used by voice agents.

• A brand may also define different Care Console views based on the type of customer query, ensuring agents have the most relevant tools and context for each interaction.​

Prerequisites

Admins are required to have the Record Page Builder permissions to proceed with the configuration.

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Configure Care Console Layout

Admins can configure multiple Care Console layouts and share them with users based on:

• Roles

• Case Custom Fields

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There are two ways to share layouts:

• Through the Change Activations button (directly via the UI)

• Through the JSON Editor (by modifying the layout JSON)

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Share via Change Activations Button (UI)

Use the Change Activations button to share layouts directly through the Care Console Manager interface. For detailed steps, see Sharing and Configuring Layouts for Users.

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Share via JSON Editor

The JSON Editor also allows sharing layouts based on Role IDs or Case Custom Fields.

Share by Role Ids using JSON Editor

If a Care Console layout is shared with agents based on their roles, all agents assigned the same role will see the same Care Console. The role Id can be added to the Care Console record page as follows:

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1. In Sprinklr, click the New Page (+) icon to open the Launchpad.

2. Under Resolve > Agent Augmentation, click Care Console Manager.

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3. Locate the desired record page. Click the three-dot icon (⋮) next to the record page and select Edit.

The record page editor opens.

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4. In the left panel of the record page editor, go to the JSON Editor.

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5. Search for the roleIds object. Add all the role Ids that should have access to the record page.

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Sample Code:

"roleIds": [  "6194b2c181bead6198ca8b02",  "6391b7f588dc424f3b323097",  "63a582dfd54fdd2ee2e16302"]

6. Once done, click Apply Changes at the bottom-left corner.

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​7. Click Save and Publish to configure the role Ids for the record page.

Share Based on Case Custom Field using JSON Editor

Care Console can be configured to display different layouts for a single case, depending on the value of a specific custom field. This allows agents to automatically see the most relevant view based on case details.

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1. In the JSON Editor, locate the filter object.

2. Update the custom field name in the field parameter with the following format:

universalCase.uCW.cProp.<custom_field_name>.0

3. Add the value of the custom field in the values parameter using the format:

"values": ["<custom_field_value>"]

Example configuration (for use in the record page editor):

"filter": {
 "__typename": "GraphqlShifuFilter",
 "accessibleValues": null,
 "advancedFilters": null,
 "allValuesAllowed": true,
 "details": {},
 "favourite": false,
 "field": "universalCase.uCW.cProp._c_628c734690e4254a7d1e6608.0",​
 "filterType": "IN",
 "filters": null,
 "hidden": false,
 "locked": false,
 "mandatory": false,
 "userFilter": false,
 "values": [
  "Yes"
 ]​
}

4. Once done, click Apply Changes at the bottom-left corner.

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5. Click Save and Publish to configure the custom field filters for the record page.

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Setting Record Page Order

A single user may have multiple record pages shared with them, determined by their role IDs and case custom field values. However, when handling a case, the agent can view only one Care Console layout at a time. To manage scenarios with multiple record pages, you can use the order field in the record page configuration.

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Increasing the order value of a record page lowers its priority. For example, if Record Page 1 has an order value of 100 and Record Page 2 has an order value of 10, and both are shared with the agent, Record Page 2 will be displayed. This is because a lower order value corresponds to higher priority.

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Troubleshooting