Global Settings in Customer Feedback Management provide a centralized location for configuring essential options that impact survey distribution, data organization, and personalization. It includes critical components such as Roles, Accounts, Org Setup, Response Custom Fields, Transaction Fields, and Masking Templates, ensuring that survey management is efficient, secure, and adaptable to organizational needs. Businesses can leverage these settings to improve data accuracy, maintain security, and streamline survey operations. Let's have a look at the various components.:

• Roles: Roles determine the permissions granted to different users or personas within the system, ensuring secure and appropriate access to features. This approach helps maintain data integrity and prevents unauthorized actions.

  ​

• Accounts: Accounts refer to the social media or distribution channels linked to Sprinklr, enabling seamless survey sharing across multiple platforms. This integration helps streamline and simplify survey distribution workflows.

  ​

• Hierarchies: The Hierarchies feature structures data according to an organization’s internal setup, ensuring that the right teams access relevant insights at the appropriate levels. Once configured, this hierarchy enables consistent analysis across multiple surveys without requiring repeated setup.

  ​

• Response Custom Field: The Response Custom Field stores external metadata linked to each survey response. Capturing this additional context enhances data analysis and leads to more meaningful insights.

  ​

• Transaction Fields: Transaction Fields are entities nested within a user profile, designed to capture customer and brand interaction data. Each interaction creates a unique set of metadata, stored as an individual transaction record.

  ​

• Masking Templates: Masking templates help to protect sensitive data by obscuring information that meets specific criteria, ensuring compliance with privacy and data protection guidelines.

• Profile Blocklist: The Blocklist feature enables administrators to prevent particular profiles, email addresses, or phone numbers from receiving surveys. It offers a single, centralized interface through which administrators can manage these blocklisted entries by adding, modifying, or deleting them. Once a profile is added to the blocklist, it is automatically omitted from survey distribution, thereby ensuring adherence to regulations and preventing the dispatch of unsolicited surveys.

• Anonymize Profile Data: This capability enables organizations to adhere to worldwide data privacy regulations by anonymizing personally identifiable information (PII) within any customer profile when requested. Through the use of a straightforward user interface (UI) trigger, brands can effectively sever all identifiable ties linking profiles, responses, and transactions, without affecting the integrity of survey responses.

• PII Redaction: Scheduled PII Redaction allows companies to automatically anonymize sensitive customer data (PII) from surveys after a specified duration, without negatively affecting their reporting or analytics capabilities.

Business Use Cases

• Secure Access Management: Secure Access Management assigns permissions based on user roles, thereby ensuring that individuals only have access to the features and data relevant to their responsibilities. For example, some users may only view data, while others may manage settings or configurations. This approach strengthens data security, supports proper governance, and reduces the risk of unauthorized access or data misuse.

• Organizing Data with Hierarchical Reporting: Hierarchical Reporting helps to streamline reporting and analysis. Structuring data by levels such as region > location > department allows each business unit to access the insights most relevant to them, enabling better decision-making and performance tracking at every level.

• Enabling Compliance with Global Data Privacy Regulations: Enabling compliance features allows for the automatic detection and masking of sensitive data, such as customer IDs and credit card details. This supports adherence to regulations like GDPR and CCPA, helping ensure data privacy across all customer interactions.

The value additions include enhanced security through role-based access controls and masking templates, enabling IT teams to protect sensitive survey data and ensure compliance with privacy regulations. Improved data accuracy is achieved by mapping external metadata to survey responses, aligning insights with key organizational metrics. Additionally, streamlined survey operations through centralized management of accounts, roles, and reporting help simplify user management, track performance, and maintain consistency across the organization.

​