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Sprinklr Service: Patch Changes (18.5.2)

Sprinklr's latest release offers exciting new capabilities designed to empower your business to create meaningful customer experiences at every touchpoint.

18.5 Release

Sprinklr Service

marketing

Insights

+2

Knowledge Base Article

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v18.5.2 (July)

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Enablement of Kill Switch

OverviewManage the risk of PR crises with the ability to automatically stop publishing across various social channels by enabling the kill switch rule. Kill Switch BehaviourWhen the Kill Switch is enabled:No new posts can be shared on the platform.Scheduled posts for already active parent posts will

Advocacy - SES

social

Social - SES

Knowledge Base Article

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Enablements

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Add an Account Group

An Account Group, i.e., a group of multiple accounts, can be created by individually selecting accounts to add (static), or based on a property or properties (dynamic). Grouping accounts within a group allows you to perform actions simultaneously on all the account types, given that the user has bee

social

Knowledge Base Article

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Manage Account groups

RS
Streamlining Automated Transactions

Automated methods of facilitating sales leverage technology to streamline processes, increase efficiency, and improve the overall effectiveness of sales efforts.​Brands can design customized chat bots with Sprinklr to interact with customers and help guide them through the sales process providing 24

Service

Knowledge Base Article

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Automated Transactions

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How to build a widget in Media Monitoring & Analytics?

Learn how to create MM&A dashboard widgets in Sprinklr Insights to visualize data for multiple metrics in real-time.Media Monitoring & Analytics (MM&A) dashboard widgets are customizable widgets that you can add to an MM&A dashboard to visualize data. They allow you to engage with re

Insights

Knowledge Base Article

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Dashboard setup

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Widget Data Sources

Widget data sources are designed to support specific use cases, each containing relevant metrics and dimensions tailored to those needs. They provide particular metrics and dimensions, allowing you to customize your widgets to focus on the insights you want to monitor or report.Below is a list of al

social

Reporting - SES

Social - SES

Knowledge Base Article

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Data sources for your widget

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Callback Retries

When a customer and an agent are not connected after the callback has been dialed out due to an array of reasons ranging from customer being busy again, customer rejecting the calls, bad response from the Telephony provider and so on, callback retries come into the picture. ​For handling the aforeme

Service

Knowledge Base Article

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Callback Use Cases

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Access New Third Pane Experience for Outbound Columns

What is New Third Pane Experience for Outbound Columns?The New Third Pane Experience for Outbound Columns provides a snapshot overview of the message and allows you to perform Quick Actions. Actions available may vary depending on the type and status of the message. You can access the enhanced Messa

Engagement - SES

access

Third Pane

social

+3

Knowledge Base Article

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Message Third Pane

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Viber Carousel and Keyboard Template Support

You can now publish in Viber and select from various Carousel and Keyboard Templates. You can use these feature in Bots and in Auto Reply in Rule Engine. Following are the Carousel Template options:ButtonImage/Video + ButtonImage/Video + TextImage/Video + Text + ButtonText + ButtonFollowing are the

article:howto

social

stage:final

Knowledge Base Article

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Engage, publish and report on Viber

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Create Viber Service Templates

You can create templates for Viber Service accounts in Sprinklr to streamline and enhance customer communication on the Viber Service platform. These templates include post assets, list messages, and carousel messages. Supported Formats and Size LimitationsWhen using Viber Service accounts for busin

Service

Knowledge Base Article

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Publishing

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LINE Advertising Parity

The article explains the objective-wise parity currently in Sprinklr. The first column talks about the feature, the second column mentions if the feature is present in Sprinklr, the third column mentions if the feature is present in the native Ads Manager, and the fourth column clarifies whether or

marketing

Knowledge Base Article

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Advertising Channel Parity

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Select All Assets in Asset Manager

This article shows you how to sell all the assets in the Asset Manager.Steps to select all assetsClick the New Tab icon and select Assets under Sprinklr Social.Select any one asset. Check the Select All checkbox in the Menu Bar at the bottom of the window.​Continue with the rest of the process with

DAM - SES

social

Select All Assets

Social - SES

+2

Knowledge Base Article

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Actions on Asset Manager

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Managing Multiple Business Locations

Learn how to manage multiple business locations, i.e. viewing business locations, creating a new business location, and editing or deleting an existing one, in one place.​Sprinklr's Business Locations module allows users to add and manage physical business locations, collect location-specific s

Manage Business Locations

Insights

Knowledge Base Article

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Business Location Configuration

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Guided Workflow Application Manager

For external guided workflows, you have the capability to integrate them into an application, providing a means to define and customize their styling. This allows you to tailor the appearance and visual elements of the guided workflows according to the specific branding or design requirements.To Add

Service

Knowledge Base Article

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Getting Started with Customer-Facing Guided Workflows

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How to access Listening Themes?

In this article, we will learn how to access Listneing Themes in Sprinklr Insights, and the required user permissions to access Themes.Navigating to Listening ThemesClick the New Tab icon. Under Sprinklr Insights, click Themes within Listening. You will be taken to the Themes record manager where yo

themes

Insights

access themes

Knowledge Base Article

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Themes

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Disable Grabbing Private Messages for Accounts

Sprinklr provides you with the capability to disable grabbing of Direct Messages for your Facebook pages, LinkedIn and Twitter Accounts. This capability will help you improve privacy for your brands. To Disable Grabbing Private Messages for AccountsClick the New Tab icon .. Under Governanc

Do Not Grab Private Messages

social

Disable Grabbing Private Messages for Accounts

Stop Grabbing Private Messages

Knowledge Base Article

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Manage Accounts

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Build an AI model to segment and action on potential leads

To effectively manage potential sales leads, it can be useful to segment incoming messages into different categories. One way to do this is by using Sprinklr AI Studio to build a model that can automatically classify messages into specific categories.Using Sprinklr’s Multi Text Classifier, the model

Insights

AI Studio Use Cases

ai studio

Knowledge Base Article

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Building an AI model to segment and action on potential leads

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Connecting to Internal and External Database

The Guided Workflow feature of Sprinklr provides the ability to fetch and update records and databases from both internal and external databases. There are two types of entities: Standard Entity, which are common across all partners, and Custom Entity, which are customized to the client's requiremen

Service

Knowledge Base Article

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Creating a Guided Workflow

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Visual Regions

The standard Visual Insights dashboard comes with a widget called Photo Discovery which shows all the images from the posts which had the brand's logo in them. That widget has the option to highlight the areas where the model detected the logo. This can be done by clicking the Options icon (3 d

Visual Regions

Insights

Visual Insights

Knowledge Base Article

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Advanced Concepts

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Publish Content to Facebook Workplace

Sprinklr allows companies to publish content (messaging, images, & videos) directly to a Facebook Workplace group. The ability to publish content to Facebook Workplace Groups is ideal for unified team communications and engaging remote workers and keeping the team informed, engaged, and up-to-da

social

Knowledge Base Article

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Create a post on Facebook