Setting Up Actions in Workflows

Updated 

3 days ago

Actions are the tasks executed within a workflow once specific conditions are met or an event is triggered. They represent the operational steps that drive the workflow towards its intended outcome. By defining precise actions, you

can ensure workflows run efficiently and deliver consistent results. Common actions include enriching or updating audience profiles, automating survey distributions, and syncing data with external systems. You can refer to the Survey Workflows Overview articles to understand the use case and value additions.

Prerequisites

Access to Workflow conditions does not require any specific permissions.

Note: The supported actions depend on the trigger event and are outlined in this article and the corresponding event-specific documentation.

Setting Up Actions in Workflows

The essential components of workflows consist of actions and conditions, which enable effective and accurate automation. Actions specify the tasks that the workflow will carry out once the conditions are met. Both actions and conditions serve as the foundational elements of workflows, facilitating precise automation. Let's have a look at the set up:

  1. Add a Condition or Action: Press the Plus (+) button to access and choose from a list of available conditions and actions to establish your workflow logic.

  2. Start with a Condition: Start by incorporating a condition to guarantee that the workflow corresponds with your desired use case. This action assists in establishing a systematic route for the workflow to adhere to.

    1. Define Conditions for Each Path: Establish routes according to specific conditions to manage various situations within the workflow.

  3. Add Actions to Paths: Assign actions to each path to define the outcomes for every possible scenario, ensuring your workflow operates as intended.

    1. Enhance Workflow with Additional Conditions: You can always add more conditions after actions to create a comprehensive workflow tailored to your use case.

  4. Define your Actions: When setting up actions, you can:

    1. Name your Action by assign clear and descriptive names to your actions, like “send Email survey.” This will enable you to easily recognize and comprehend the flow logic on the workflow canvas.

    2. Configure the Action​

  5. Customize Your Workflow: Design a sequence of conditions and actions that align to achieve your desired outcome. Clearly define how each step contributes to fulfilling the overall objectives of the workflow.

    Example: To initiate a response workflow when an NPS question gets a score below six, utilize the Survey Decision Box condition to establish this logic.

The actions listed below are accessible throughout the workflow events. Please be aware that certain actions might be specific to particular events or could exhibit different behaviors depending on the event.

Nodes 

Description 

Response Event 

Salesforce Outbound Message Event 

CFM Workflow API Event 

Trigger Survey Distribution 

Select an already created trigger-based survey distribution from Email, SMS, or WhatsApp channels, and this action will trigger them based on the conditions set in the workflow. 

❌ 

  ✅

 ✅

Custom Field Actions 

Set case or profile custom fields directly or copy them from workflow variables. 

 ✅

 ✅

 ✅

Update Properties 

Update supported custom properties, attributes, or metadata available from workflow variables. 

 ✅

 ✅

 ✅

Send Resolved Message 

Send follow-up messages on the as emails, SMS, or WhatsApp channels. The message can be customized using available workflow variables. 

 ✅

 ✅

 ✅

Get Records 

Retrieves data from records in Sprinklr entities to use in subsequent actions or conditions. 

 ✅

 ✅

 ✅

Create Record 

Creates a new record based on information in the workflow. 

 ✅

 ✅

 ✅

Update Record 

Modifies an existing record based on workflow triggers or conditions. 

 ✅

 ✅

 ✅

Create Case* 

Creates a case for follow-up or issue resolution. You can also add case title, assignee, custom properties, and status. 

 ✅

❌ 

❌ 

Update Case, Queues, and Status* 

Updates case details, assigns cases to specific queues, or modifies case status. 

 ✅

❌ 

❌ 

Add or remove from queues 

Adds or removes cases from specific queues based on workflow conditions. 

❌ 

❌ 

 ✅

Salesforce Sync 

Syncs data to Salesforce, allowing for updates or creating records in Salesforce. 

 ✅

 ✅

❌ 

Go to Node 

Directs the flow to a specific node in the workflow, allowing for custom paths. 

 ✅

 ✅

 ✅

End Event 

Marks the end of the workflow, and no further actions would be executed. 

 ✅

 ✅

 ✅

 

Key points to note

Add Conditions and Actions: Configure the required conditions and actions to define how the workflow should operate.

Test the Workflow: Run the workflow using test data to ensure it functions as expected, with all conditions and actions triggering and executing correctly.

Consult Event-Specific Documentation: For detailed testing instructions tailored to specific events (e.g., Salesforce events, response events), refer to the relevant articles that provide step-by-step guidance.

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