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Digital Agent Performance Extract

This extract provides assignment-level visibility into agent activities on cases. Each record represents a single case-to-agent assignment and captures the actions performed by the agent during that specific assignment window.This extract enables granular tracking of case handling at the assignment

Knowledge Base Article

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Digital Data Extracts

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Routing Cases, Messages and Tasks

Unified Routing allows users to route any entity to the agent whether it is case, message or a task, once it is added to the Work Queue. These entities can be added to the work queue based either by using Rule Engine/IVR/Voice Bots or by manual actions by an admin using a macro. In this article, we

Service

Knowledge Base Article

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How Unified Routing works ?

RS
Setting up Customer Authentication

You can configure Customer Authentication on the Sprinklr platform by following 3 steps:Creating a custom field to indicate if the profile is authenticatedCreating a tag (badge) that is tied to the state of the new custom fieldCreating a canned response to send to customers to start the authenticati

Service

Knowledge Base Article

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Customer Authentication

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Import External Content to Sprinklr Knowledge Base (HTML Import)

This is a step-by-step guide on how to bulk import your existing content into the Sprinklr Knowledge Base. To learn more about the automatic import process, click here.To Import ArticlesIf you want to import a set of articles into the Sprinklr knowledge base, create a CSV file.1. Click the New Tab i

Knowledge Base

Service

Knowledge Base Article

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Import and Export

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Sprinklr Service: 20.10 Release Notes

Sprinklr Service unifies customer experiences across voice, digital, and social channels. This release delivers advanced capabilities, enhancing efficiency and enabling businesses to craft consistent interactions across all touchpoints. Here are the key features included in Sprinklr Service's l

Sprinklr Service

marketing

Insights

social

+3

Knowledge Base Article

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20.10 Release (26th Sep '25 Onwards)

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Interact with Corporate Social Accounts Posts (Advocacy)

Content that is created and curated by a brand to promote its products, services, or values and published on brand's social media accounts are corporate social account posts or brand posts. Admins pull these published brand posts from brand social handles with which advocates can re-engage.Impo

Advocacy - SES

social

Social - SES

Knowledge Base Article

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Content Sharing

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How to Create a Google Analytics 4 WebAnalytics Profile

Note: 1.For Google Analytics 4, Web analytics setup would be similar to that of Google Analytics. 2.Existing Google Analytics would work for Google Analytics 4 as well.​You can create a new Google Analytics Profile in Sprinklr Web Analytics.​1. Click the New Tab icon. Under Governance Console, click

marketing

Knowledge Base Article

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Setting Up Google Analytics 4

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Compose Facebook Placement Asset Customization Ads

Customize your ad creatives for different placements and increase the visibility of your ads for users.While creating a new creative for your Facebook campaign, you can customize your ad creatives for different placements by enabling Placement Asset Customization (PAC). This will allow you to provid

marketing

Knowledge Base Article

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Facebook Ad Formats

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Actions with auto boost

The Auto Boost Rule actions support both dimensions and metrics to cater to different use cases for different kinds of users.Steps To configure Auto Boost rulesClick the New Tab icon. Under the Sprinklr Social tab, click Manage Rules.In the top-right corner of the Rule Engine window,

social

Auto Boost Rules

Rule Engine

Knowledge Base Article

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Auto boost rules

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Sprinklr Unified Platform and Cross Products: 19.11 Capabilities and Enhancements

Sprinklr Unified Platform and Cross Products' latest 19.11 release introduces a range of exciting new capabilities to enhance customer engagement, agent efficiency, and seamless integration. Here are the key features included in Sprinklr's latest release:Sprinklr iFrame Enhancements in CRMSprinklr i

marketing

Insights

social

Service

Knowledge Base Article

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19.11 Release (Oct 25-Nov 8, '24)

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Create Azure App for Yammer

This article is a guide to creating an Azure app for Yammer.Steps to Create Azure App for YammerGo to https://portal.Azure.com/#home.Click More Services under Azure Services.Click App Registration under Others.Click New Registration.Once you click New Registration, enter the name of the app you want

social

Knowledge Base Article

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Yammer

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Data Onboarding Using FTP

Marketers have a high volume of customer data that is difficult to manage and integrate for their customer experience efforts. Sprinklr offers secure and scalable data onboarding using one-time FTP configuration to import any amount of data. For recurring uploads, automation can be set up to push th

experience:space

Importing Profiles

Data Onboarding Using FTP

FTP

+7

Knowledge Base Article

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Integration Guides

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Queue Performance Digital

The Queue Performance Digital report in Sprinklr provides insights into the efficiency of managing digital customer interactions, such as chat, email, and social messaging. It tracks key metrics like service levels, response times, and abandonment rates, helping evaluate how well customer queries ar

Service

Knowledge Base Article

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Detailed Dashboards

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New Conversation Card

The "New Conversation widget" allows users to start a new conversation as shown below.1. Welcome TextIn Home Screen section of Live Chat builder you can put the desired welcome text.You can also change the font type by raising a support ticket containing the the appID and the font files in

Service

Knowledge Base Article

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Home Screen

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Create a Button-Based Bot

Before You BeginEnsure you have access to the Conversational AI Persona application.Read more about navigating through the PersonaCreating a New Bot Application:​​Keep the toggle for Enable Voice off, if you are making a simple chatbot application that will not involve IVR.1. Creating a Dialogue Tre

Service

Knowledge Base Article

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Button-Based Bot

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Salesforce Sync

The Salesforce Sync action node enables you to send data from a Sprinklr workflow back to Salesforce. This is particularly useful for updating Salesforce records with details such as survey distribution status or responses.This action can be used in the following scenarios:Salesforce Outbound Messag

Knowledge Base Article

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Setting Up Actions

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Sprinklr Service: 19.8 Capabilities and Enhancements

Sprinklr's latest release introduces a range of exciting new capabilities aimed at empowering your business to create more meaningful customer experiences across all touchpoints.

18.5 Release

Sprinklr Service

marketing

Insights

+2

Knowledge Base Article

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19.8 Release (Aug 23 - Sept 1, '24)

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Deep Dive into Campaign Monitoring

Voice Campaign Summary This widget enables supervisors to gauge the overall team performance and analyze essential metrics such as new cases, unassigned cases, case response SLA, first response time, etc., and aid supervisors in making significant business decisions and keeping track of the team

Sprinklr Service

20.10

Service

Updated Article

Knowledge Base Article

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Campaign Monitoring

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Sprinklr Marketing: 18.11 Capabilities and Enhancements

Sprinklr's latest release empowers businesses with enhanced AI, improved usability, channel expansion, consistent publishing and reporting, efficient content planning, and seamless project management for impactful customer experiences.

marketing

Insights

social

Service

+1

Knowledge Base Article

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v18.11 Fall Release (November)

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Setup Wizard

Setup Wizard is used to create a Crisis Project. It has a simple, step-wise procedure to input the requirements for setting up the Crisis Project. We’ll discuss each step one-by-one:  Note: This feature is in Beta. To enable this feature, a Definition Partnership agreement needs to be signed. Contac

Insights

Knowledge Base Article

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Crisis Management (Beta)