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Merging Email Cases

Merging related email cases into one will help you and your team to work smarter, faster, and better on customer requests.You can merge two or more email cases in Agent Console and Care Console. This is helpful when different cases are created for a single customer issue. Take the following scenario

Service

Knowledge Base Article

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Merge Case

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Get familiar with actions you can perform on Accounts & Account Groups

This article discusses individual Accounts and Account Groups, and the various actions that can be performed on accounts.This article will cover adding accounts, sharing accounts, giving access permissions to accounts, adding custom account properties, creating account targeting in the SAM, and deac

video:no

cloud:core

Insights

release:N-A

+10

Knowledge Base Article

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Account

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Set Reminders on Engagement Dashboard

You can set a reminder to look at an inbound message like tweets, messages on Facebook to help you keep track of inbound messages. Once a reminder is set, it will pop up in the platform on the scheduled time. You can schedule the reminder for more than one person, and assign the task to the person w

Engagement Dashboards

Engagement - SES

Reminders

social

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Knowledge Base Article

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Other engagement capabilities

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Best Time to Call a Lead

The Best Time to Call a Lead feature helps you find the best time to call your leads by looking at past data. Currently, leads are chosen randomly based on the campaign strategy and available leads. There is no way to know the best time to contact each lead. This feature uses past call information t

Service

Knowledge Base Article

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Lead Rules

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Threads as a Benchmarking Source

Threads has now been integrated into Benchmarking and Insights workflows, allowing you to view and analyze posts from eligible public Threads profiles (accounts that are 18 years or older with a minimum of 1,000 followers). It simplifies the incorporation of Threads data into your reporting, enablin

Sprinklr Insights

26.1

Insights

New Article

Knowledge Base Article

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Threads

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Link Instagram Business Account with Facebook Page

In this article, we share how to link an Instagram Account to your Facebook Page, which is a must before you can start using the Instagram account in Sprinklr.​Please make sure your Facebook profile has an admin role on the page that you'd like to connect to the Instagram Account. If the page i

social

Knowledge Base Article

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Setting up Instagram in Sprinklr

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Permissions to Access Sandbox Manager

To make sure that users in your Sprinklr environment are set up with the appropriate access and capabilities to view and access various aspects of Sandbox Manager, you will want to ensure that their roles are granted the correct permissions.This article covers Role-based Sandbox permissions. Roles a

experience:space

marketing

Access Sandbox Manager

Insights

+8

Knowledge Base Article

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Getting Started

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Bulk Import Assets

Bulk upload enables you to import up to 1,000 assets in a single action, streamlining the process of building your content library. Assets can be added via a .zip file or through direct URLs, offering greater flexibility in how you manage your uploads. This functionality now supports Post assets acr

DAM - SES

social

Bulk import assets

Assets Bulk Import

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Knowledge Base Article

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Manage assets

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Add Guest Users in Sprinklr

Adding Guest Users to Sprinklr allows adding non-licensed users to Sprinklr. A guest user can only derive value from Sprinklr reporting dashboards. The guest user in Sprinklr will not have Sprinklr access. Going forward, admins can schedule an email containing the exported report to the added guest

Knowledge Base Article

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Add Guest Users in Sprinklr

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Decision Box Node

Before we beginWe need to understand what are Dialogue trees.OverviewA decision box node in Sprinklr's chatbot system is like a crossroad in a conversation, where the bot makes decisions based on certain conditions. It enables the bot to understand and respond differently depending on user inpu

Service

Knowledge Base Article

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Nodes in a Dialogue Tree

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Dashboard/Column Pane

In the left pane of the Agent Console, you will find the Dashboard Console. Here, you can view and process the messages and cases in your workflow.The Agent Console provides a unified view of all the incoming messages, mentions, and comments across social media channels, allowing agents to quickly r

Service

Knowledge Base Article

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Agent Console (Legacy)

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Manage Shift Trade Policies

Shift Trades in a contact center allow agents to exchange scheduled shifts with one another. This functionality provides agents the flexibility to manage personal commitments without disrupting service levels. Configuring Shift Trade Policies that align with your business requirements can improve ag

26.1

Sprinklr Service

20.10

Service

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Knowledge Base Article

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Shift Trade

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Card Template

A card template is ideal for providing users with buttons that allow them to take various actions. Each card can include an image, text, or a combination of both, followed by a series of actionable buttons. The Digital Asset Manager can be used to create a card template, enhancing user interaction b

Sprinklr Service

Live Chat Templates

Sprinklr Live Chat

Digital Asset Manager

+3

Knowledge Base Article

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Live Chat Assets

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YouTube Capabilities and Limitations

In this article, we will cover the capabilities and limitations of YouTube within the Sprinklr platform.General CapabilitiesFunctionality Sprinklr SupportedNote​Update Cover Photo (One or more accounts at a time)​NoAPI LimitationCreate audience profilesYes YouTube CommunitiesNoAPI LimitationYouTube

social

Knowledge Base Article

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Capabilities and Limitations

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Create a Web Analytics Profile

Sprinklr has a holistic web analytics experience. If you do not have Google Analytics, SiteCatalyst, or Core Metrics, you may enter your platform’s parameters and map them to Sprinklr variables. For example, you can use the Custom Analytics Profile to create a Google Analytics URL using certain para

Publishing - SES

social

Social - SES

Web Analytics

Knowledge Base Article

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Web Analytics

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How to Configure a Disposition Plan

​​Pre-requisite for configuring the Disposition Plan: Sprinklr Voice should be enabled for the environment.​A disposition plan is a pre-configured form that is filled out by agents while disposing the call in ACW. These plans include specific fields and information that agents need to provide when d

Service

Knowledge Base Article

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How to setup disposition plan

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Creating Custom Metrics in Reporting

Similar to the standard metrics used in reporting Widgets, you can create your own metrics across all reporting dashboards within Sprinklr. You can use these metrics to collect and analyze data that reporting doesn't automatically track. Custom metrics offer much more dynami

Sprinklr Service

Service

Updated Article

26.4

Knowledge Base Article

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Configure Reporting

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How to Create and Manage All Your IVR

​​Pre-requisite for configuring the IVR: Sprinklr Voice should be enabled for the environment and your user should have IVR View, Edit or Create permission​​In this knowledge article, we will explore the process of creating and managing all aspects of IVR (Interactive Voice Response). From designing

Service

Knowledge Base Article

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Introduction to IVR Components

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Shortcuts in Care Console

ActionsKeyboard ShortcutsOpen the macro box at the case levelCmd/Ctrl + mSend a messageCmd/Ctrl + EnterIf you wish to define shortcuts for specific channels and not for others (such as email), you can create channel-specific configurations to determine whether a particular channel should have no sho

Service

Knowledge Base Article

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Agent Desktop Shortcuts

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Importing Stats Files Automatically Using S3

SUMMARYThis article covers how to automatically import files in stats import using amazon S3 after a template has been created.Automatically import external data using Amazon S3In the stat import template, slide the Toggle icon alongside select setup Amazon S3Note:Sprinklr will automatically import

marketing

Knowledge Base Article

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Setting Up Stats Import