Action Plans help you capture insights generated across Sprinklr as structured, trackable items that can be assigned, shared, and monitored over time.

Often, insights from dashboards, widgets, alerts, or survey responses are viewed briefly and then forgotten. Action Plans address this gap by transforming those insights into persistent records with defined ownership, status, and collaboration features.

An Action Plan becomes the single source of truth for an insight, enabling teams to:

• Track progress on key insights

• Assign clear accountability

• Collaborate effectively across teams

• Refer back to insights historically

Action Plans can be created directly from the original insight source or added manually, and each plan can include one or multiple related insights.

Business Use Cases

• An Action Plan is instrumental in allocating responsibilities and overseeing the resolution process. Moreover, it assists in pinpointing recurring grievances, particularly those concerning delayed deliveries.

  Example: In Retail Industry, a CX Manager identifies repeated complaints about delayed deliveries and creates an Action Plan to assign ownership and track resolution.

• It helps teams capture important insights about recurring issues and share them with the right stakeholders, enabling faster decision‑making, coordinated action, and more effective problem resolution.

  Example: Insurance Industry, an analyst saves an insight related to claim settlement delays and shares it with regional managers for action.

• It helps to combine related insights into one unified Action Plan, making it easier to identify themes and drive improvements.

  Example: In Hospitality Industry, a hotel group tracks recurring feedback themes by grouping multiple insights into a single Action Plan.

• It helps in crisis management by grouping multiple insights into an Action Plan and sharing for mitigation.

  Example: After a campaign receives backlash, the Marketing Manager can consolidate multiple related insights into a single Action Plan and share it with leadership to guide mitigation efforts.

• It helps to save insights directly during analysis, keeping all observations within the platform with full context. These insights can be assigned ownership and tracked for follow‑up, enabling seamless collaboration and more efficient, insight‑driven decision‑making.

Sprinklr makes it easy to capture insights seamlessly through integrated tools, enabling smooth data collection and analysis without added complexity. By centralizing insights and using smart tracking, teams can reduce duplicates and focus on unique, actionable information. Sprinklr’s real‑time monitoring keeps teams updated for faster, better decisions, while centralized tracking and updates provide a clear, unified view that boosts collaboration and productivity. This approach helps prevent insight loss, strengthens accountability through ownership, enhances cross‑team collaboration, and ensures historical traceability for all insight‑driven decisions.

Prerequisites

To access the Action Plan, you would need access to View, Create, Edit, and Delete under Action Plan within Conversations.

• View: You can view Action Plan.

• Create: You can create Action Plan.

• Edit: You can edit Action Plan.

• Delete: You can delete Action Plan.

Configuring Action Plan

1. Navigate to Customer Feedback Management and then open a Survey and navigate to Analytics.

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2. Go to a Widget and click Create or Add to Action Plan.

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3. Go to Add to Action Plan pop up and either select the action plan from the drop-down or create a new action plan by clicking on + Action Plan.

   

4. Go to Create Action Plan page and fill in the details:

   1. Go to Details section:

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      1. Action Plan Name: You can add a meaningful name to action plan.

      2. Action Plan Description: You can add a meaningful description to the action plan.

   2. Go to Properties section and fill in the details:

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      1. Assign To: You can select the user IDs from the drop-down list whom you want to assign the properties.

         An email and in‑platform notification are sent as soon as a user is assigned an action plan. Clicking the button redirects the user to the action plan, with the following assets included in the notification.

      2. Status: You have the option to choose the Action Plan status from the drop-down menu. The available statuses for the action plan review can be selected from the drop-down list provided below:

         1. In Review

         2. To Do

         3. In Progress

         4. In Review

         5. Resolved

         6. Completed

         7. Rejected

         8. Archieved

      3. Due Date: Select a due date.

      4. Labels: Select a meaningful label.

   3. Go to Action Plan Permissions section and fill in the details:

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      1. Set User Permissions: You can select the users from the drop-down menu and provide them with edit or view permissions.

   4. Click Save.

Once the Action Plan is saved and you will be able to see the Action Plan option in the left pane.

Manage Action Plan

1. Access the Left Pane and click Action Plan.

2. You can click on the Vertical Ellipsis against each action and access the following:

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   1. Edit: You can edit an action plan.

   2. Clone: You can clone an action plan.

   3. Permission: You can provide edit and view permissions for an action plan.

   4. Delete: You can delete an action plan.

3. Status: You can update the status in the third pane.

4. Comments and Attachments: In the third, pane you can add comments and add attachments.

5. Hover over the Action Plan in the Action Plan Record Manager and click View.

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6. In this section, you can view the Associated Insight and details, as well as tag individuals by assigning tasks. Additionally, you can continuously attach insights to a single action plan, add widgets, and utilize it as a repository.

   

​Record Manager

In Record Manager, you have the ability to see all action plans. This includes plans created by you, plans assigned to you, and plans that have been shared with you.

In the Customer Feedback Management persona app you will be able to access the Action Plan from the left pane. The Record Manager columns are listed below:

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Reporting for Action Plan

For plotting information about action plans, you can use these dimension and metrics that are currently supported:

The supported chart types include Bar and Column charts (Bar, Column, Stacked Bar, Stacked Column), Line and Area charts (Line, Area, Area Spline, Percentage Area, Spline), Combination charts (Dual Axis, Dual Axis with Multiple Metrics, Combination), Summary charts (Counter, Counter Summary), Proportion charts (Pie, Donut), and Flow charts (Funnel).

FAQs

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