The Execute Action Node is a powerful and versatile tool that drives automation within guided workflows, enabling seamless task execution and process optimization. By automating key actions, it eliminates manual intervention, reduces errors, and accelerates operational efficiency.

One of its standout capabilities is its built-in error-handling mechanism, which leverages designated Success and Failure branches. This ensures that workflows can adapt dynamically to varying conditions, providing flexible automation and robust exception management. Whether it's automating routine tasks or managing complex processes, the Execute Action Node plays a critical role in delivering streamlined, error-resilient workflows that enhance overall productivity.

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Enablement

If guided Workflow is enabled, all the actions in the Execute Action node are available by default.

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Actions Supported in Execute Action Node

• Apply Macro

• Add to Holding Queue

• Transfer to IVR

• Open URL

• Start Stream

• Stop Stream

• Get All Case Attachments

• Resolve Template

• Evaluate Dynamic Script

• Load Case Context

• Create Support Ticket

• Call Quality Metrics

• Emailable

• Generate Authentication URL

• Create Child Case

• Load API Response

• Apply PII Masking

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Various Actions and Their Configuration

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Apply Macro

The Apply Macro action automates the execution of predefined macros within a workflow, streamlining processes and reducing manual effort.

Components

1. Asset:
   Select the entity or asset (e.g., Case) on which the macro will be executed.

2. Macro:
   Specify the macro that needs to be applied.

3. Asset ID:
   Provide the unique identifier for the selected asset (e.g., Case Number for a case entity).

4. Exception Variable:
   Define a variable to capture and store any exceptions encountered during the macro execution.

5. Outcome Branches:

   • Success: Proceeds to the next action if the macro executes successfully.

   • Failure: Handles errors or triggers alternate logic if the macro fails.

Configuration Steps

1. Select the asset and the macro to execute.

2. Provide the corresponding Asset ID for the entity.

3. Configure exception handling by defining an Exception Variable to store any errors.

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Transfer to IVR

This action has now been moved under the Transition Screen node. However, it is still available as an option here for clients who are currently utilizing it. For detailed instructions on achieving the use case with the Transition Screen node, please refer to the relevant article linked below.

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Get All Case Attachments

The Get All Case Attachments action automates the retrieval of all attachments (e.g., images, documents) shared during a case conversation, such as social cases (Twitter, Facebook), live chats, or similar platforms. This eliminates the need for agents to manually download and re-upload files, enabling seamless workflows.

When working on a case, customers may share multiple attachments, such as images or files. Instead of manually handling each file, this action automatically retrieves all attachments and stores them in a designated variable for further use.

Components

1. Output Variable:
   Specify a variable to store the fetched attachments for later use.

2. Exception Variable:
   Define a variable to capture any exceptions encountered during the retrieval process.

3. Outcome Branches:

   • Success: Continue processing with the fetched attachments.

   • Failure: Manage exceptions or trigger alternative workflows in case of errors.

Configuration Steps

1. Assign a variable to store the attachments. 

2. Set up exception handling with an appropriate variable. 

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Resolve Template

The Resolve Template action enables agents to dynamically generate and send communications, such as emails, SMS, or WhatsApp messages, using predefined templates. This is particularly useful for selecting specific messages or content within a workflow and sharing it efficiently with relevant teams.

For example, during a real-time case, agents can:

• Select a specific message (e.g., a customer’s tweet with a video of someone violating rules at an airport).

• Dynamically resolve the content into a predefined email template.

• Send the generated email to a designated team (e.g., airport authorities) for further action.

This action eliminates the need for manual content composition and ensures timely, accurate communication.

Components

1. Output Variable:
   Define a variable to store the resolved template content, enabling further use for communication (email, SMS, WhatsApp, etc.).

2. Event Type:
   Choose “Dynamic Email” to configure the template. Note: Contact the product team for setup assistance if required.

3. Locale:
   Select the appropriate language from the dropdown to ensure the template is resolved in the correct locale.

4. Exception Variable:
   Provide a variable to capture any exceptions encountered during the execution process.

5. Outcome Branches:

   • Success: Use the resolved template to send emails or other communications.

   • Failure: Trigger error handling workflows or fallback processes.

Configuration Steps

1. Define the Output Variable:
   Assign a variable to store the resolved template content for future use.

2. Configure Event Type:
   Select “Dynamic Email” as the event type for email template generation.

3. Set Locale:
   Choose the appropriate language locale from the dropdown menu.

4. Exception Handling:
   Assign an exception variable to capture and handle errors during the execution.

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Load Case Context

The Load Case Context action is used to load the context of a case when the guided workflow is not directly running on it. For instance, if a case is created externally through a web form and needs actions like applying macros or updating custom fields, this action loads the case context for further operations. It allows actions to be performed on a specific case by providing the case number and linking it to the workflow.

Components:

• Case Number: Provide the unique case number to load the relevant context.

• Exception Variable: Define a variable to capture any exceptions encountered during execution.

Outcome Branches:

• Success: Continue to the next action after successfully loading the case context.

• Failure: Trigger error handling or fallback processes.

Configuration Steps:

1. Provide the case number for loading the context.

2. Set up exception handling by defining an exception variable to manage failures.

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Create Support Ticket

The Create Support Ticket action is used primarily in web forms or customer-facing guided workflows. This action facilitates the creation of a support case and sends an inbound email containing the details entered by the customer in the form.

Components

1. Title: This is the email header, typically used to specify the case's title.

2. Subject: This is the body of the email, where you can store the customer-provided details (e.g., their inquiry or request).

3. User Email: Capture the customer's email address through a screen component.

4. User Full Name: Capture the customer's full name. If this is unavailable, the email ID can be used as a fallback.

5. Media List: If the customer uploads any files (e.g., attachments), these are captured here.

6. CC Emails: Include any additional email addresses to be CCed on the support case.

7. Account: Choose the email account within Sprinklr that will initiate the inbound email.

8. Case Properties: Map custom fields on the case to values entered by the customer.

9. Output Variable Name: Store the output, such as the case number created by the workflow.

10. Exception Variable: Define a variable for exception handling if the case creation fails.

Outcome Branches

1. Success: The workflow continues with the created support case.

2. Failure: Handle any exceptions that occur during case creation.

Configuration Steps

1. Input Details: Fill in all the mandatory fields such as title, subject, email, and full name.

2. Exception Handling: Set up a variable for handling any exceptions that may arise during the process.

Recommendation

Using standard guided workflow templates for creating support cases helps minimize setup time and the potential for errors. This action is useful when creating cases from customer-submitted forms, ensuring all necessary details (including attachments) are captured, and the relevant case is created and tracked within Sprinklr.

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Create Child Case

This action creates child cases or sub-cases while inheriting the properties of the parent case, primarily in ticketing workflows where the guided workflow is executed on a parent case. 

Components

• Case Properties: Map case-level custom fields by choosing the field on the left and the value on the right. 

• Output Variable Name: Define a variable to store the output (e.g., child case number) for further use in the workflow. 

• Exception Variable: Specify a variable to handle exceptions. 

Outcome Branches

• Success: Proceed with the child case in the workflow. 

• Failure: Manage exceptions or trigger alternative processes. 

Configuration steps

• Input the details in all the mandatory fields as explained in the component section.

• Set up exception handling by assigning an exception variable. 

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