Sprinklr Service Glossary

If you are new to Sprinklr, before starting with Sprinklr Service, it might be beneficial to look at the basic constructs of Sprinklr. Let’s examine the two important constructs - Universal entities and User Management.

Universal Entities

Unlike other platforms with fragmented architecture across their products, Sprinklr works on Universal Entities. Some of the essential universal entities with which you will repeatedly work in Care are called out below.

Tip: Universal entities like Universal profiles, universal campaigns, and universal assets allow you to have a unified view of the customer across different product suites, be it Customer Care, Marketing, Advertisement, or Engagement.

Universal Message

Universal Case

Universal Profile

Custom Fields

Queues

User Management Permissions

Sprinklr has Enterprise grade user management and permissions. Users added in Sprinklr are automatically added to dynamic user groups and provisioned with appropriate roles and permissions.You can read more about governance here

Users

User Group

Roles & Permissions

Getting Started with Sprinklr Service

CXM - Entity Studio

Reference Guide for Sprinklr Service

Sprinklr Service Glossary

Queues

Custom Field

User Management & Permissions

Universal Entities

Service Channels

Inbound Voice

Gamification

Outbound Voice & Dialers

Case Management

Automation and Assignment

Unified Agent Desktop

Supervisor Console

Surveys

Journey Facilitator

Sprinklr Commerce

Workforce Management

Reporting and Analytics

Conversational AI

Sprinklr AI Agent

IVR

Knowledge Base

Community

Quality Management

Conversational Analytics

Agent Assist

Sprinklr AI+

Customer-Facing Guided Workflows

Agent Copilot

Voice AI (Text to Speech and Speech to Text)

Service Agent Personas