The Sprinklr and Salesforce integration empowers organizations to deliver unified, context-rich customer experiences by bridging social engagement with CRM workflows. This connector enables seamless data exchange and real-time collaboration between Sprinklr’s digital engagement platform and Salesforce Service Cloud. By leveraging over 30 digital and traditional channels, businesses can enrich CRM data, enhance agent productivity, and deliver personalized, efficient support.

​

​

Key Features

The Salesforce and Sprinklr integration offers the following key features:

• Social-to-CRM Case Creation: Automatically create Salesforce support cases from social and messaging interactions.

• Entity Mapping: Create and sync Salesforce accounts, contacts, and leads from social profiles.

• Bi-Directional Case Synchronization: Keep case status, priority, and updates in sync across platforms in real time.

• Sprinklr Care Console in Salesforce: Engage with customers through Sprinklr’s iframe embedded within Salesforce.

• Collaboration Sync: Bi-directional sync of Sprinklr case notes and Salesforce case comments.

• Unified Customer View: View social and CRM history for accounts, contacts, and cases.

• Automation Engine: Automate entity creation using Sprinklr’s rules and workflow engine.

• Historical Case Lookup: Access past Salesforce cases in Sprinklr using identifiers like email or phone.

• Live Chat Visibility Controls: Show or hide live chat options on brand websites based on agent availability in Salesforce.

• Voice Integration: Make outbound and receive inbound calls through Sprinklr Integration with Salesforce Open CTI.

Key Benefits

The Salesforce and Sprinklr integration offers the following key benefits:

• 360º Customer Visibility: Integrates social and CRM data into a single view for context-aware engagement.

• Improved Agent Productivity: Reduces average handle time with automation and centralized case management.

• Enhanced Collaboration: Synchronizes internal notes and comments across platforms for seamless teamwork.

• Increased Self-Service: Deploy AI bots to manage routine inquiries, reducing agent workload.

• Actionable Insights: Unified analytics for performance monitoring across digital and traditional channels.

Use Cases

The following practical use cases demonstrates how you can benefit from Salesforce and Sprinklr integration:

1. Problem: Disconnected Customer Data

Scenario: Agents often rely on fragmented data sources—social media interactions, email threads, and CRM records—to understand the customer journey. This disjointed view hampers their ability to deliver personalized and efficient service.

​

Resolution: Customer 360° Enrichment
With the Sprinklr + Salesforce integration, customer profiles are enriched by combining public social data with private email and chat interactions. This creates a unified 360° view of each customer, directly within the agent's workspace.

Value Addition: Improves agent decision-making and engagement strategies. Enables organizations to shift up to 25% of customer contacts from traditional channels to social and messaging platforms, enhancing digital adoption.

2. Problem: Manual Case Handoff Between Platforms

Scenario: Support teams had to manually copy and synchronize case data between Sprinklr and Salesforce, leading to duplication, inefficiencies, and risk of error during high-volume interactions.

​

Resolution: Unified Case Management
The integration automates case creation, updates, and resolution status between platforms, providing agents with real-time visibility into each case's history and current state—without switching tools.

Value Addition: Reduces repetitive manual tasks and shortens case resolution time by up to 4 minutes per case, directly improving Average Handling Time( AHT) and CSAT (customer satisfaction).

3. Problem: Fragmented Agent Workspaces

Scenario: Agents managed customer interactions using multiple disconnected tools, resulting in workflow disruptions and limited visibility across communication channels.

​

Resolution: Unified Agent Desktop
The unified agent desktop enables engagement across more than 30 digital and traditional channels from a single interface, enriched with full customer context from both Sprinklr and Salesforce.

Value Addition: Streamlines operations and reduces cognitive load on agents, resulting in faster turnaround time, quicker first meaningful responses, improved resolution times, and consistently higher CSAT.

4. Problem: High Volume of Repetitive Queries

Scenario: Agents frequently handle repetitive inquiries such as order status, password resets, and policy details, leading to increased workload and delayed responses for high-priority issues.

​

Resolution: AI-Powered Self-Service
Conversational AI bots integrated across voice and text channels offer 24/7 self-service capabilities. These bots resolve common queries and automatically log unresolved issues into Salesforce as cases.

Value Addition: Scales customer support operations, reduces agent bandwidth consumption, and enhances case triage. Organizations can achieve significant time savings and operational cost reductions.

5. Problem: Delayed Resolution Due to Lack of Team Collaboration

Scenario: Disparate communication between social and support teams caused delays in sharing context, resulting in slower case handling and missed service level agreements.

​

Resolution: Cross-Platform Collaboration
Bi-directional syncing of Sprinklr case notes and Salesforce case comments allows real-time collaboration across teams, maintaining consistent context and visibility throughout the case lifecycle.

Value Addition: Accelerates case resolution, reduces average handle time (AHT), and boosts customer satisfaction (CSAT) through improved internal collaboration.

6. Problem: Limited Access to Performance Insights

Scenario: Support managers often struggle to gain holistic insights due to data silos between CRM systems and digital engagement platforms.

Resolution: Unified Analytics
Unified Reporting consolidates performance data from both Sprinklr and Salesforce, offering a comprehensive view of customer engagement across channels.

Value Addition: Enables data-driven decision-making, improves SLA adherence, and helps optimize service operations based on actionable insights.

Conclusion

The Sprinklr + Salesforce integration offers a robust, scalable solution for organizations seeking to deliver superior customer and employee experiences. By connecting modern engagement channels with enterprise CRM systems, businesses can streamline support operations, boost agent productivity, and unlock meaningful insights across the customer journey.

​