View Policy
Updated
View Policy in Sprinklr defines which fields should be visible, mandatory, or read-only on the ticket (case) form based on the value of a primary field. This ensures that agents see only the fields relevant to the case they are working on, improving usability and reducing errors.
You can define multiple view policies on the case entity by bulk uploading the view policies. To bulk upload view policies, follow these steps:
1. Click the New Page (+) icon to open the Launchpad.
2. Under Sprinklr Service, click the persona app for your Entity Studio.
This opens the Entity Manager window.
3. In the Entity Manager window, under the Standard tab, locate the case entity.
4. Hover over the case entity and click View.
5. In the side navigation, expand Advanced Options and click View Policy.
6. In the View Policies window, click Upload View Policy in the top-right corner.
7. On the Upload Policy window, click Download Sample File.
A sample file will be downloaded to your device.
8. In the sample file, fill in the following view policy details.
Field | Description |
Policy Name | The unique name of the view policy to be created. |
Record Form Name | The name of the record form where this policy should be applied. |
Condition Field(s) | The custom fields on which the policy conditions are based. Column headers can be renamed to match the exact custom field names. Multiple condition fields can be specified if required. |
Condition Value(s) | The value(s) for the controlling field(s) that will trigger the policy. |
Visible Fields | The list of fields that should become visible when the conditions are met. |
Mandatory Fields | A subset of the visible fields that agents must fill out. |
Read-only Fields | A subset of the visible fields that should appear in view-only mode for agents. |
Layout | Defines how the visible fields are displayed in the form. Use numeric formats like for a single row with two columns, for two rows with two columns each, or for mixed layouts. |
9. Once the file is filled in, go back to the Upload Policy window, click Browse, and upload the file back into Sprinklr.
10. Once the file is uploaded, you can view the preview of the file using the File Preview option.
11. Click Next. The Column Mapping step opens.
12. In the Column Mapping step, map columns in the uploaded file according to their type.
13. In the Field Mapping step, map condition fields in uploaded file to fields in Sprinklr.
14. Click Next. The Upload Summary step shows the number of view policies that were created, updated, or ignored.
15. Click Upload.
The view policies are now successfully imported into Sprinklr.