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Sprinklr CXM University

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Course

CERTIFICATE


SPRINKLR MODERN CARE AGENT PRO

Duration: 1h 32m
Learn to deliver the fastest and most efficient customer service experience by
maximizing your SLA with case auto-assignment, canned responses, omni-channel
chat, integrated customer authentication, and brand-wide collaboration.

Free

$199

Start Learning

Curriculum
Prioritized, Personal Responses


Prioritized, Personal Responses

Identify Customer Sentiment

Knowledge Check: Identify Customer Sentiment

Prioritize Cases by SLA

Knowledge Check: Prioritize Cases by SLA

Full View of Customer Issue

Knowledge Check: Full View of Customer Issue

Engage Faster with AI

Knowledge Check: Engage Faster with AI

Pre-Approved Replies

Knowledge Check: Pre-Approved Replies

360 degree Customer View

Knowledge Check: 360 degree Customer View

Check the Customer Journey

Knowledge Check: Check the Customer Journey

Use Emojis and gifs

Knowledge Check: Use Emojis and gifs

Help Customers Share their Experience

Knowledge Check: Help Customers Share their Experience

Prioritized, Personal Responses: Assessment

Work Smarter and Better


Work Smarter and Better

Alert Your Manager/Collaborate With Team Members

Knowledge Check: Alert Your Manager/Collaborate With Team Members

Notify Your Team to Get Quick Assistance

Knowledge Check: Notify Your Team to Get Quick Assistance

Set Follow-up Reminders with Customers

Knowledge Check: Set Follow-up Reminders with Customers

Send Periodic Updates on Case Status

Knowledge Check: Send Periodic Updates on Case Status

Bookmark Your Customers Interactions

Knowledge Check: Bookmark Your Customers Interactions

Identify the Customer Conversations Initiated from Ads

Knowledge Check: Identify the Customer Conversations Initiated from Ads

Identify Purchase Intent of the Customer and Identify Leads

Knowledge Check: Identify Purchase Intent of the Customer and Identify Leads

Identify Community Influencers and Brand Advocates

Knowledge Check: Identify Community Influencers and Brand Advocates

Moderate Community Posts and Responses

Knowledge Check: Moderate Community Posts and Responses

Proactively Publish Content and Announcements on Community

Knowledge Check: Proactively Publish Content and Announcements on Community

Work Smarter and Better: Assessment

Feedback


Feedback Survey

Congratulations!


ABOUT THIS COURSE

As a modern care agent, I am tasked with resolving the ever increasing volume of
new cases on any given day while simultaneously ensuring my customers have a
positive experience. Luckily, Sprinklr provides me the tools to do my job
efficiently and effectively.

To consistently deliver a superior customer experience it is important that I
can quickly identify the most impactful customer issues to prioritize my efforts
against. Sprinklr helps me manage and prioritize my workload by directing me to
the exact cases that need my immediate focus.

As I begin to work a case, it is important that 

 * I am able to respond quickly and with accuracy. Sprinklr helps me do this by
   serving up the most appropriate response by using AI-Powered Smart Responses
   to reduce resolution time and improve response quality and consistency.
 * I am able to personalize the conversation as I continue to engage with my
   customers to improve the overall quality of the interaction. Through
   personalization I can relate to the customer and provide them a high quality
   experience. Sprinklr helps me accomplish this by providing a consolidated,
   personalized view of past conversation history as well as an understanding of
   the customer’s journey to date across other channels.
 * I need to display empathy towards dissatisfied customers in order to gain
   trust and earn their loyalty, ultimately improving their overall experience.
   I do this in Sprinklr by using emojis and gifs, surfacing relevant
   promotional offers and providing them avenutes to share their positive
   experience. 

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