Sprinklr provides an easy-to-use interface to control visibility of Cases and Users across teams. This feature enables admins to configure visibility rules directly from the UI, based on custom fields, user groups, without requiring backend support. It ensures that agents or supervisors can only access the cases and users relevant to their department or team, improving data privacy and operational efficiency across modules like Agent Console, Supervisor Console, and Quality Management Dashboard.

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Key Benefits

• Improved Data Security: Ensures teams can only access the cases and users relevant to them.

• Efficient Team Operations: Prevents confusion and accidental case/user assignments.

• Instant Rule Enforcement: Visibility settings take effect in real-time across all supported modules.

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Implementation Steps

1. Click the New Tab icon. Under the Sprinklr Service tab, click All Settings within Platform Modules.

2. On the left pane, click Audit and Compliance, and then select Entity Visibility Control.

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3. Click Add New Policy in the top right corner or edit an existing one by hovering over the Options menu and clicking Edit.

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4. Enter the following details:

   1. Policy Name: This is where you enter a name for your visibility rule. Give it a clear and meaningful name so it's easy to identify later—for example, "Case Visibility for Support Team A".

   2. Entity to Filter: Choose the type of data you want to apply visibility rules to. You can select Universal Cases, Users, or Tasks depending on whether you want to control visibility for cases or user records.

      • If you select Universal Cases: You get two options:

        • Custom: Lets you define your own conditions to control which case records are visible to the target users.

        • View All Cases Assigned to the User: Automatically gives visibility to all cases that are assigned to that user.

      
      
      

      • If you select Users: You get one option:

        • Custom – Lets you define your own conditions to control which user records are visible to the target users.

        
        

        • If you select Tasks: You get one option:

          • Custom – Lets you define your own conditions to control which tasks (such as callbacks) are visible to specific users.

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   3. Entity Visibility Criteria: You can apply filters not just using the custom field of the selected entity (Case, User, or Task), but also based on specific users or user groups.

      1. User Contextual Filters: You can use custom field mappings between Users and Cases. For example, if a user belongs to Department A, they will only see cases tagged with Department A. This avoids creating separate policies for each department, as the mapping automatically ensures the right visibility for each user.

      2. When Tasks is selected as the entity, the criteria can be defined using task properties (for example, callback attributes, task ownership, or team-related fields) to determine which tasks should be visible.

      3. Entity Visibility Policy filters support user context–based conditions for user-type fields, including Logged-in User, Supervisor Team, Direct Reportees, and All Reportees. These contexts dynamically evaluate values based on the user accessing the platform, enabling administrators to create scalable visibility rules without defining separate policies for each user. Example: A policy such as Last Assigned Agent contains Logged-in User ensures that users only see entities assigned to them. Similarly, Last Assigned Agent contains Direct Reportees allows supervisors to view entities handled by agents who report to them.

   4. Target Users for Policy: In this section, you define which users the policy should apply to. You can choose specific users based on their user name, user group, or user custom field values. Only the users matching these conditions will be able to see the filtered cases or users as per the policy.

      

5. Click Save.

Audit Trail for Policy Changes

To improve transparency and accountability, Sprinklr provides an audit log for Entity Visibility Control policies. This audit trail records all changes made at the policy level, such as policy creation, updates, and deletions.

• Admins can track who made changes, when the changes were made, and what was modified.

• This ensures full visibility into configuration history, which is especially valuable for compliance, troubleshooting, and governance.

• Audit logs can be accessed alongside other system-level audit reports for easy monitoring.

Key Features

1. Access to the Entity Visibility Control setup screen is permission-based, meaning only users with the right access can configure it.

   1. Please ensure to have these permissions:

2. Admins can choose whether they want to apply visibility rules to Cases, Users, or Tasks. Once the entity is selected, they can create mapping rules between specific values in Case custom fields, User custom fields, and Assigned User Standard field. These mappings decide which users can view which cases based on matching field values.

3. Admins can easily add, update, or delete multiple mapping rules directly through the user interface without needing any backend help.

4. If multiple policies are applied to a user, the intersection of all policies will be enforced. For example, if one policy allows access to cases from Department A and another policy allows access only to cases in the Complaint category, then the user will only see cases from Department A that are also marked as Complaint.

5. Task visibility policies are enforced across multiple areas of the platform to ensure consistent access control. When enabled, users can only view, search, or act on tasks they are authorized to access. Unauthorized tasks are removed from agent home lists, queues, case side panels, ACW, and task dashboards.

6. Once configured, these visibility rules are automatically applied across various areas of the Sprinklr platform, including:

The visibility rules are applied to the following:

1. Users

2. Cases

3. Tasks

1. Users

2. Cases

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3. Tasks

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Use Cases

1. Multi-Virtual Environments: Users in one virtual environment cannot access or view cases from another environment.

2. Multi-Team Environments: Each team only has visibility of the cases assigned to them, helping them stay focused.

3. Sensitive Case Handling (Compliance/Confidential Data): Cases with sensitive information, like legal or executive matters, are only visible to authorized users.

4. Outsourced / Third-Party Agent Access: External agents, such as BPOs or contractors, can only see cases relevant to their work.

5. Queue-Based Visibility: Agents can only view cases from the queues they are allowed to handle.

6. Supervisor / Managerial Oversight: Supervisors have access to all cases within their team, while agents remain limited to their own cases.

7. Assigned User Visibility: Only the user currently assigned to a case, or those assigned historically, can view the case. This ensures secure, focused case handling.