This article explains the nodes in the Data Management section, providing an overview of their functionalities and usage within guided workflows. These nodes allow for efficient handling of data within Sprinklr’s platform, enabling users to retrieve, update, create, count, and delete records, as well as integrate with external APIs for seamless data operations. Each node offers specific features, such as applying filters, specifying output variables, and automating API calls, to facilitate smooth data management processes in workflows.

• Get Record Node

• Update Record Node

• Create Record Node

• Count Record Node

• Add API Node​

• Delete Record Node

Get Record Node

The Get Record node is used to retrieve data from Sprinklr’s database based on the specified filter during configuration. This functionality allows for fetching either a single record or multiple records, with a maximum limit of 100 records per retrieval. Sorting options are also provided. Users can specify the variable name to store the fetched records. When retrieving a single record, the returned variable is an object, whereas for multiple records, the variable is an array of objects. They are fetched as wrappers, which can be converted into normal maps using the function

and then

For example, if the output of this node is stored in a variable called getProfile, then you can access the values of the fetched record by clicking on the resource selector option in further nodes like the update properties screen, etc., and choosing the getProfile variable from the all resources section, and then further choosing the property of the fetched record to be displayed or used.

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• Name: Give a unique name to your node. 

• Entity Type: Select the entity type of your choice from the dropdown.

• Number of records to get: Set if you want to retrieve Single or Multiple records. 

• Filter Records: Define filter conditions in this field. This helps you narrow down the data you want to fetch. You can also use AND & OR logic to define additional conditions. 
• Output Variable: The variable where the fetched record(s) will be stored.
• Exception Variable: The variable that stores error details if the node fails to fetch records.

Update Record Node

The Update Records node enables the modification of field values within single or multiple records of a specified entity type. The updated object or list of objects can be stored in a user-defined variable, and these records can then be converted into regular maps using the functions JSON_UTILS.toJson(var) followed by JSON_UTILS.parseJson(var).

Various Fields in the Update Records Node

• Name: Give a unique name to your node. 
• Entity Type: Select the entity type that you want to update the record for. 
• Number of records to update: Select if you want to update Single or Multiple records.

• When the following conditions are met: Define the conditions that ensure that the records are updated only if the set criteria are met. You can also use AND & OR logic to apply the additional conditions. 
• Update the fields as following: In this, you can set which field should be updated. 
• Output Variable: Assign the variable to update the records for further use. 
• Exception Variable: Define a variable to capture exceptions. If blank, all outcomes go to success. When set, it creates success/failure paths, where failure is only for technical errors, not null results.

Create Record Node

Overview

The Create Records node is a powerful feature within Sprinklr's guided workflows that allows users to create records for a specified entity type and store them in Sprinklr’s database. This node also allows the tagging of various fields with values that can be dynamically sourced from the guided workflow or statically defined during configuration.

When to use the Create Record node

The Create Records node is particularly useful in the following scenarios:

• Automated Data Entry: There is a need to automate the creation of records based on user interactions or predefined conditions within a workflow.

• Data Consistency: Ensuring that records are consistently created with the correct data, reducing the risk of human error.

• Workflow Efficiency: Streamlining workflows by automatically generating records without manual intervention, thus saving time and resources.

Configure the Create Record node

1. Add the Create Record node into your workflow and set the node Name and the Entity Type.

2. Under set fields define the fields that need to be populated in the new record. You can define a new value or select from an existing resource.

3. Define the variable name to store the newly created record under Variable Name.

4. Assign an Exception Variable to capture and handle errors during the execution. Enable the Exception Variable by assigning it a variable name. Exception Variable can be defined to handle unexpected situations or exceptions within a workflow. By setting exception variables, users can establish conditions to manage errors, alert agents, or take alternate actions, helping maintain workflow stability and enhance error-handling capabilities. Upon saving, the node will bifurcate into Success and Failure paths.

   • Success Path - Executed when the node runs successfully.

   • Failure Path - Triggered when the node encounters an error (For example, timeouts, server issues).

5. Click Save.

Various Fields in the Create Records Node

• Name: Enter a unique name for the node.
• Entity Type: Select the entity for which you want to create a record.
• Set Fields: Configure the required fields for the selected entity.

Example: If you select Case as the Entity Type, you must configure the following mandatory fields under Set Fields:

• From Social Network: Specifies the channel associated with the case, such as Email or Sprinklr Live Chat.
• From Social Network User ID: Specifies the unique identifier of the selected channel.
• Output Variable: Specify the variable that stores the newly created record.

Notes

• The Create Records node displays only fields that support record creation. Immutable fields are excluded from the field selector to ensure that only valid fields can be configured.
• Filter values accept only string inputs. Numeric values are not supported and must be entered within double quotation marks (").

• To enable separate Success and Failure execution paths, configure an Exception Variable within the node.

  • Success Path: Executes when the record is created successfully.
  • Failure Path: Executes when an error occurs during record creation.
• You can establish relationships between cases by using the Linked Case IDs field available for the Case entity. Enter one or more Case Asset IDs (not Case Numbers) to link related cases within your workflow.
• Linked cases are displayed in the Care Console as related cases. You can also use the Linked Cases widget to view all linked cases associated with the current case, helping agents gain context and manage related issues more effectively.

Use Case for Create Records

Consider the instance, when a customer submits a support request through a web form. This triggers a guided workflow that captures the customer's details and request information. The Create Records node then automatically creates a new case record in the database with the provided information. Finally, the workflow sends a confirmation message to the customer, informing them that their request has been received and a ticket has been created. This ensures quick and accurate recording of customer requests, allowing service agents to focus on resolving issues.

Count Record Node

Overview

The Count Records node enables users to retrieve the count of records associated with a particular entity. By specifying the Entity Type, applying Filters, and assigning an Output Variable, users can efficiently obtain the count of records that meet their criteria.

When to use the Count Record node

The Count Records node can be useful in the following scenarios:

• Data Analysis: When you need to analyze the volume of records that meet certain conditions.

• Performance Monitoring: To track the number of occurrences of specific actions.

Configure the Count Record node

1. Add the Count Record node into your workflow and set the node Name and the Entity Type.

2. Under Filter Records, define the conditions including the filtering variable and conditions. The records that match defined conditions will be used by the count record node.

3. Enter the output variable in Variable Name

4. Assign an Exception Variable to capture and handle errors during the execution. Enable the Exception Variable by assigning it a variable name. Exception Variable can be defined to handle unexpected situations or exceptions within a workflow. By setting exception variables, users can establish conditions to manage errors, alert agents, or take alternate actions, helping maintain workflow stability and enhance error-handling capabilities. Upon saving, the node will bifurcate into Success and Failure paths.

   • Success Path - Executed when the node runs successfully.

   • Failure Path - Triggered when the node encounters an error (For example, timeouts, server issues).

5. Click Save.

Use Case for Count Records

Consider the instance, you need to manage support tickets and want to prioritize them based on the number of open tickets for each customer. By using the Count Records node, you can select "Support Tickets" as the entity type, set the filter to status = 'open', and assign the output variable openTicketCount. You can then use this count to prioritize customers with more than 5 open tickets and notify the support team if the count exceeds a certain number.

Add API Node

Overview

The Add API node in guided workflows enables easy integration with external systems for data retrieval and action execution. This includes tasks such as integrating external CRM platforms or fetching customer data from client data sources.

Within Sprinklr, the integration team develops extensions to call APIs, which are then invoked within guided workflows. All available inputs for an extension are automatically retrieved within the node. The configuration of the value to be sent is done on the right-hand side of the input variable mapping. Output variable mapping involves associating values returned from the API with variables that can be used within guided workflows. During API configuration, an automatic check verifies the success or failure of the API call (with an HTTPS status code = 200 check). Two legs are automatically generated once the API is configured.

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When to use the Add API node

The Add API node can be useful in the following scenarios:

• External system integration-Fetching data from external systems, such as customer information from a CRM.

• Enhanced guided workflow functionality - Enhancing the functionality of guided workflows by integrating third-party services.

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Configure the Add API node

1. Add the Add API node into your workflow and set the node Name and the API.

2. Perform Input mapping under the Input section by selecting the API Input and Parameter to send to the API.

   • All available inputs for an extension are automatically retrieved within the node.

   • Configure the value to be sent on the right-hand side of the input variable mapping.

3. Select how the workflow should behave after triggering the API from the API Execution Mode.

   • Proceed Without Waiting - Submits the API request and immediately continues the workflow execution without waiting for the API response. Use this option when the API call is asynchronous and the workflow does not depend on the API response.

   • Wait for API Response - Pauses the workflow execution until the API returns a response. Use this option when subsequent workflow steps depend on the API response data.

4. Specify the maximum time (in seconds) the workflow should wait for the API response when Wait for API Response is selected in the Threshold for API Timeout field. 

5. Perform Output Mapping under the Output section by associating values returned from the API (API Output) with variables that can be used within guided workflows (Parameter to store value).

Consider an instance, you need to retrieve customer details from an external CRM system for personalized support. When you receive a call, the workflow triggers the Add API node to fetch customer data using the customer's phone number as the identifier. The API call retrieves the customer details, which are then presented to you. This enables you to provide informed and efficient support, accessing real-time customer data to enhance service quality and reduce call handling time.

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Advanced Concepts

1. API Configuration

   • An automatic check verifies the success or failure of the API call (with an HTTPS status code = 200 check).

   • Two legs are automatically generated once the API is configured.

2. Handling Nested Request Structures

   • If the API request structure follows a nested format, enable the Data Point (DP) and set its value to true.

   • By default, the API node will keep this DP set to false if the request structure is not nested.

     Note: To enable this dynamic property (DP) in your environment, contact your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.

Delete Record Node

The Delete Records node allows you to delete one or multiple records associated with a specified entity type. You need to define the Entity Type, apply Filters to identify the records for deletion, and specify the Output Variable to capture the response. Upon execution, the node will remove the filtered records from Sprinklr's database and store the status or outcome of the operation in the designated output variable.