Customer Facing Guided Workflow
Updated
Overview
Guided Workflows can be embedded in external systems (including brand websites, mobile apps, and knowledge bases) to empower customers to resolve queries or complete tasks on their own. These workflows enhance customer self-service by providing structured, step-by-step guidance tailored to each brand’s unique requirements.
Guided Workflows can be customized extensively, allowing brands to adjust visuals, language, and functionality to match their guidelines and ensure consistency with the brand's identity. The customization options make it easy to integrate the workflow into different customer service scenarios, from troubleshooting product issues to navigating account changes or managing bookings.
Users can set up self-service guided workflows on their brand’s website to assist customers in navigating their queries directly on the site, utilizing predefined use cases and insights from past experiences. To enhance both visual appeal and usability, these workflows can also be configured to open in an overlay mode, complete with a close button for easy exit.
Key Capabilities and Features
Features | Description |
Customizable Styling Builder | Guided Workflows can be embedded within various customer-facing/external systems, such as a brand's website, mobile app, community, or knowledge bases, to empower customers in resolving queries and completing tasks on their own. You can go a step further by personalizing various design elements to align with your brand's unique visual identity. By leveraging the customization options available, you can create tailored Guided Workflows that not only provide valuable assistance to your customers but also reflect your brand's personality and aesthetics. |
Case Creation | Using the Create Records node in a guided workflow, you can create social or voice cases and store them in Sprinklr. |
Embedded on External Websites | Guided Workflows provide a robust solution by seamlessly integrating within customer-facing/external brand websites. This integration empowers customers with step-by-step assistance, allowing them to navigate complex processes with ease and confidence. |
Managing Records | Entities are objects and contain multiple fields. Each object within an entity is referred to as a record, which is stored in the customer database. There are 3 types of entities: System Entity, Standard Entity (Entities that are common across all partners like case/profile/task), and Custom Entity (Entities that are customized as per the requirement of the client). Every entity consists of multiple fields. Within the Guided Workflow, you have the flexibility to perform various operations on records associated with different entity types. This includes fetching records, updating existing records, and creating new records. |
Version Management | With version history, you can easily access and review previous versions of your guided workflow. It provides valuable information about the changes made, such as who made the changes, when they were made, and the specific modifications that were implemented. This feature enables you to track the evolution of your guided workflow over time and ensures transparency and accountability in the editing process. |
External API Calls | The API node in a guided workflow enables users to make API calls to external systems. APIs are mini programs that facilitate the retrieval of data from third-party servers or applications. For example, you can connect to a CRM system that stores customer information such as account balances, credit card payments due, or user order history. By leveraging APIs, you can seamlessly integrate data from various sources to enhance your workflows and provide a more comprehensive customer experience. |