This document gives detailed insights into the Other Actions element in the Guided Workflow Configurator.

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Create Support Case

The Create Support Case node is primarily used when the Guided Workflow is integrated with Sprinklr Communities. It allows for the creation of support cases raised within the Sprinklr communities, which in turn generate an Email case in the Sprinklr platform. The node offers the option to tag variables and select the account from which the email case will be created. For tagging custom fields, you must specify the custom field name in the variable name. However, this node is set to be deprecated soon, and users can now create support cases using the Create Support Ticket action available in the Execute Action node. To know more about creating cases through Create Support Case, read the following article- Creating Email Cases From External Webforms Using Create Support Case Action.

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Generate Document

• This node enables the generation of Word Documents or PDF Files to capture specific details filled out in the screen input components of a guided workflow. To add this node, you are required to upload a template Word file containing predefined placeholders. Subsequently, you can define Placeholder Value Mapping, specifying which data from the guided workflow should be extracted and seamlessly inserted into the Word document. Upon execution of this node, a Word Document / PDF File as per the selection is generated. The placeholders defined earlier are automatically populated with corresponding data retrieved from the guided workflow, ensuring accurate and customized documentation based on the information provided in the workflow.

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• If you apply any HTML formatting using HTML tags, it will be retained and visible in the generated document. In the above example, the below file is uploaded, and in the Placeholder Value Mapping, the value is added that wherever the ${htmlData} keyword is present, it should be replaced with the content (variable) being sent at that moment. This ensures that the intended formatting is maintained throughout the document.

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  Note: Enabling the HTML formatting in the generate document node is controlled by DP. Contact your Success Manager to enable this feature.

  

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• This variable name can be defined from the Update Properties node. In the below example, Variables and placeholder names are the same but it is not mandatory that way. They will be correctly mapped even if they are different.

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• The custom code supports various HTML tags to ensure proper formatting in the generated document. For example:

  • The <b> tag can be used to apply bold formatting.

  • The <em> tag can be used to italicize text.

  • The <br> tag allows line breaks for better readability.

When these tags are included in the custom code, the corresponding formatting is applied to the variable when rendered in the final document.

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• When you save and execute the guided workflow, you will be able to see the formatted output at the screen level.

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• Once you click Next, it will go to the generate document node and it will generate the link. This step is only for testing purposes.

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• Once you open the document, you can see that wherever <htmldata> was written, it is replaced with the variable text and it also has the formatting as required.

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Create External Workflow

• The Create External Workflow URL node helps in creating workflow URLs that can be shared with customers.

• You can select the Guided Workflow from the dropdown for which URL needs to be generated.

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• Once you select that, a Create External Workflow URL form opens.

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Various Fields in the Create External Workflow URL Form:

• Guided Workflow Application: You can select the workflow application from which you want the external URL to be sent. This helps in defining the theme of the workflow in which you want the data to be sent. By selecting the appropriate Guided Workflow Application, the chosen application’s branding will be applied to your dynamic, customer-facing workflows.

• Variable Mapping: The process of associating variables in one system or data source with corresponding variables in another system to ensure seamless data flow and integration. So, if there is any variable mapping that needs to be done, this field can be used for doing it.

• Link Validity: Link validity in time refers to the duration or timeframe during which a link, connection, or reference remains valid and functional.

• URL Shortener: The URL Shortener allows you to use a configured URL shortener from the partner setup to shorten the generated URL. This helps in creating more manageable and user-friendly links for sharing within the workflow.

• Output Variable Link: It is the variable in which the entire generated URL will be stored. This allows the link to be accessed and used later in the workflow, providing easy access to the URL for further processing or sharing.

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Create Customer Sessions

The Customer Session node is used to create temporary sessions for displaying specific data to a customer for a set period, such as 15 minutes. This session allows an agent to show particular data to the customer for the defined duration and automatically remove it afterward.

The session can be defined on various entities like the user profile, case, or message. For example, you can link the session to a specific user ID and set the session to last for one minute, using the defined variable as the reference for managing the customer session.

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