Automation in 360 Customer Support (SAC) is essential to provide efficient, fast and personalized service.
Introduction
Using automation templates allows companies to respond quickly to customer requests, maintain consistency in responses, and optimize human resources. In this article, we will explore how to create an effective automation template for SAC 360, covering the essential steps and best practices.
Steps to Create an Automation Template
Identification of Needs
Before creating a template, it is crucial to identify the specific needs of your SAC. Conduct a detailed analysis of the main customer requests and questions. Classify these interactions by categories, such as technical support, product questions, billing issues, etc.
Click on automations in SAC 360º
When you open the automation screen, there will be a button to create a template just above:
When you click, you will be prompted for a name, description, and whether the template is public or not.
What changes if the template is public or not?
If yes, any user in your Sprinthub environment can access it; if not, you will need to select who can see the template.
Adding the template to a new automation
Click on "New automation":
In the upper right corner, click on "Select Template":
Soon your automation will be identical to the previous one. You can then make modifications and run it as if it were a new automation.
