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SH
What is ACW and its benefits? Why Sprinklr ACW?

After Call Work (also known as post-call processing) is the work a call center agent puts in after they complete a customer conversation. This work may include communicating a summary of the call and scheduling callbacks, among other things.How does ACW improve contact center performance Agent Perfo

Knowledge Base Article

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Understanding ACW and its benefits

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Agent Copilot Capabilities

Once the Agent Copilot widget is configured in your Care Console, it becomes available for agents during customer interactions. The widget offers a set of AI-driven capabilities designed to improve response accuracy, reduce handling time, and assist agents in real-time. Note: Contact your Success Ma

Knowledge Base Article

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Agent Copilot Capabilities

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Add Google My Business account in Sprinklr

Google My Business (formerly termed as Google Places) allows you to create and claim your business listings across one or more locations. Your business listing will include business name, location, website, contact details, operating hours, pictures, and reviews. It appears on the right-hand side of

experience:space

Google Places

cloud:core

Google My Business

+10

Knowledge Base Article

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Google My Business

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Add an SMSGlobal Account

Within Sprinklr, you can add an SMSGlobal account to be able to send & receive SMS from Sprinklr.To Add an SMSGlobal AccountClick the New Tab icon. Under Governance Console, click Messaging Accounts within Listen.In the top right corner of the Accounts window, click Add Account.On the Add Accoun

Knowledge Base Article

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SMSGlobal

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Track TikTok Brand Mentions in Engagement Column

Sprinklr has added the Integration of the TikTok Brand Mentions API into the platform. As a result, you can now track mentions on TikTok. From engagement columns, you will now have the capability to retrieve videos where your brand has been mentioned. You can also access and reply to mentions. 

TikTok Business

Knowledge Base Article

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Engagement in TikTok

SH
Create a rule for Preferred Case Assignment by Agents

You can configure a rule to identify users who have engaged with a case in the past.Case Update and Case Creation rules can be configured with a condition to use Custom Fields to prefer an assignee. These Custom Fields can be created and used to identify users who have engaged with a case in the pas

Knowledge Base Article

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Assignment Engine Use Cases

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What is the Assignment Engine?

The Assignment Engine streamlines and assigns incoming cases or messages to designated teams or agents based on various criteria, such as language, priority, or customer profile. The assignment engine enables support teams to:Centralize Configuration: The assignment engine provides a unified interf

Knowledge Base Article

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Introduction to Assignment Engine

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LinkedIn Ads Reporting Metrics

Leverage this detailed list of all LinkedIn metrics available in Sprinklr's Ads Reporting to operate the reporting dashboard better. Below is a list of all LinkedIn metrics, along with their descriptions.​LinkedIn Metric NameSprinklr NameDescriptionTotal EngagementLinkedIn Total EngagementsAll

Knowledge Base Article

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Metrics

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Manage Deployments

You can manage existing AI deployments directly from the Record Manager screen in AI+ Studio. Click the vertical ellipsis (⋮) next to the desired deployment to access available actions.​Available ActionsEdit Pipeline: Modify the pipeline configuration for the selected deployment.Edit Details: Update

Knowledge Base Article

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Configure Deployments

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Copy Properties from Campaign / Outbound Message to Media Asset

Copy various campaign/outbound message properties from the campaign/outbound message level to the asset level by creating a DAM Rule. Once the rule is enabled, all the tasks satisfying the condition will have the selected actions initiated on it.Example use case shown below: Goal, Content pillar, Br

Rule Engine

Knowledge Base Article

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DAM Rules

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Auto-Initiate Video Calls

In your Conversational AI bot, you have the option to incorporate a deflect node. This deflect node serves to redirect users from one social channel to Sprinklr Live Chat, where a video call is automatically initiated.​For example, if a user initiates a conversation on a social media platform but re

Knowledge Base Article

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Additional Features

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Facebook Cross Post Insights

Facebook crossposting capabilities for videos allow publishers to post the same video in new posts, experimenting with elements like the post title, text, and captions when posting to different pages. You can leverage Facebook Cross Post insights to accumulate metrics for crossposted videos, allowin

Knowledge Base Article

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Facebook reporting glossary

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Sprinklr Social: 19.2 Capabilities and Enhancements

Sprinklr's 19.2 release comes with exciting new capabilities(Publishing, Engagement, Distributed, Advocacy) that will further enhance your experience of using the platform.

Knowledge Base Article

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19.2 Release (Feb 17-25, '24)

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Co-browsing Overview

Co-browsing will allow agents to get full visibility into the customer’s screen, enabling them to guide customers through product purchases, complex form filling, or confusing information on websites while maintaining privacy and security.​Sprinklr Live Chat's Co-browsing has the following bene

Knowledge Base Article

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Co-browsing

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Advanced Keyword Query

Before You StartTo learn about Keyword Matcher Query, see What is Keyword Matcher Query?To create a Basic Keyword Matcher Query, see How to Create a Keyword Matcher Query? Operators for Keyword QueriesFollowing are some operator examples and their results:OperatorExampleFind Messages​helloSearch for

Knowledge Base Article

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Keyword Query

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What is Location Insights?

Sprinklr's Location Insights helps you understand how customers feel when they interact with a brand/service by capturing customer experience data at the point of occurrence. Sprinklr’s industry-leading artificial intelligence (AI) and natural language processing (NLP) models convert that data

Knowledge Base Article

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What is Location Insights?

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How are LI Models Trained?

Sprinklr starts to build the model by collecting unclassified raw data from various channels. The raw data is then segregated into unsupervised clusters. These clusters are used to identify the key categories of conversation which leads to the taxonomy creation. Unclassified mentions are annotated a

Knowledge Base Article

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Location Insights AI Model

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Advocacy Analytics

Using Advocacy Analytics dashboards, you can see actionable insights into content performance, advocate activity, and more that can then be shared with your team. To navigate to the advocacy homepage:Click the New Tab icon. Under Sprinklr Marketing, switch to the Marketing section.Then click Advocac

Reporting

Knowledge Base Article

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Standard Marketing Reporting Dashboards

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How to Install & Setup the Adobe Ads Integration (OAuth Method)

​Adobe Analytics setup is a straight forward process and it can be done by anyone who has admin access to the Adobe Analytics account Please follow the below steps and prepare all the metrics,dimensions and identify the unique identifiers to have a seamless experience during the configuration.Before

Knowledge Base Article

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Setting Up Adobe Analytics

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Alert Manager FAQs

Get answers to the most asked questions about Alert Manager (Smart Alerts and Custom Volumetric Alerts).Frequently asked questionsHow is Alert Manager different from the existing Smart Alerts that we have?Alert Manager configures and manages all alerts in one place. It leverages the current Smart Al

Alert Manager FAQs

Knowledge Base Article

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Alert Manager FAQs

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