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RS
Guided Workflow Reporting

The Guided Workflow Report offers insights into the usage of guided workflows, including counts of workflows executed, abandoned, completed, in progress, and the number of nodes executed. This information is segmented at the channel level for more granular analysis.Business Use CasesThe Guided Workf

Service

Knowledge Base Article

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Detailed Dashboards

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How to use the Allocadia Integration - The User Journey

Campaign Management Integration flowHow does this work?With the Sprinklr & Allocadia integration in place, you can easily create sub-categories in Allocadia and send them to Sprinklr in form of Campaigns or Sub-campaigns by just making one click.As an Allocadia user, you can create a sub-categor

campaign management

marketing

Allocadia and Sprinklr Integration

Knowledge Base Article

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Allocadia and Sprinklr Integration

RS
Sprinklr Unified Platform and Cross Products: 19.11.1 Capabilities and Enhancements

Sprinklr Unified Platform and Cross Products' latest 19.11.1 release introduces a range of exciting new capabilities to enhance connector capability, iFrame enhancement, and seamless integration. Here are the key features included in Sprinklr's latest release:Unified PlatformSprinklr Marke

marketing

Insights

social

Service

Knowledge Base Article

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19.11.1 Patch (Dec 3-18, '24)

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Gather Customer Responses through Voice IVR

​The "Gather customer response" node enables you to take input from the customer. This node is used when you want to take different paths/ actions for different use cases in the IVR. Use cases of Gather Customer Response nodeTo take different actions based on different user inputs. For example - “Pr

Service

Knowledge Base Article

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Setup Brand Communication and Take Customer Input

RS
Sprinklr Social: 19.5 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.

marketing

Insights

social

Sprinklr Social

+1

Knowledge Base Article

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19.5 Release (May 18-26, '24)

RS
Case Level Analytics

The Case Level Analytics Report provides in-depth tracking of key metrics such as Contact Drivers, Sentiment, Predicted CSAT Score, and Average Handling Time at the case level. It enables the generation of detailed reports using standard metrics and dimensions while also offering the flexibility to

Service

Knowledge Base Article

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Detailed Report Glossary

RS
Voice Report (Customer)

The Voice Report (Customer) provides comprehensive details about calls from a customer perspective, covering both inbound and outbound calls.Each call is associated with a unique Conversation ID, which represents the most granular level of detail in this report. All records are stored based on this

Service

Knowledge Base Article

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Detailed Report Glossary

RS
Voice Queue Performance Extract

Voice Queue Performance Extract provide detailed, event‑level data about how interactions/ contacts move through queue for voice channels. These datasets capture contact level informations and break down metrics such as wait times, queue positions, transfers, routing decisions, and service levels fo

Knowledge Base Article

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Voice Data Extracts

RS
Number Field

The article outlines the steps to create a Number Field in Entity Studio. Creating a Number Field in Entity StudioNavigate to Launchpad. From the Sprinklr Service tab, click Entity Studio from the Persona Apps section. The Entity Manager page appears with the list of entities. Search for the desire

Knowledge Base Article

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Fields and Relationship

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Voice Queue Performance Report

The Voice Queue Performance Report delivers queue-level operational insights for voice interactions, with Contact ID serving as the core unit of measurement. It highlights key voice-specific handling and conversation metrics, including talk time, hold time, ring time, after-call work (ACW) time, and

Service

Knowledge Base Article

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Detailed Report Glossary

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Real-Time Agent Properties Report

The Real-Time Agent Properties Report offers an up-to-date view of agent attributes and configurations, including current status, skills, and proficiency levels, along with agent current state-status counts. It continuously tracks state-status changes, enabling supervisors to monitor updates for com

26.1

Sprinklr Service

New Article

Service

Knowledge Base Article

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Detailed Report Glossary

SH
About Parallel Approvals

Parallel approval is a unique way of approval in which brands can avoid the latency of post-approval due to sequential approval. Every individual approver can approve the post without dependency on another approver. The post will be published only after all the approvers approve the post.Note: To en

Approval Workflow

Publishing - SES

social

approval

+3

Knowledge Base Article

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Approval workflows

SH
Sprinklr Release v15.1.0 - January 2020 New Capabilities and Enhancements

Sprinklr's latest release offers a number of exciting new capabilities designed to empower your business to create meaningful customer experiences at every touchpoint. Read about Sprinklr's latest platform enhancements below! Navigation TipsRead through the release notes below, or you can click on a

experience:space

marketing

Sprinklr Release v15.1.0

January Release

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release_note

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v15.1.0 (January)

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Sprinklr v16.2.0 - Sprinklr Service Capabilities and Enhancements

Sprinklr's latest release offers a number of exciting new capabilities designed to empower your business to create meaningful customer experiences at every touchpoint. Read about Sprinklr's latest platform enhancements below! Navigation TipsRead through the release notes below, or you can c

experience:space

Winter Release 2021

feature:social-care

16.2.0

+6

release_note

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v16.2.0 (February)

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FAQs on Similar Cases

Below are some frequently asked questions regarding similar cases:​What are the languages in which Similar Cases work?Currently, the Similar Cases capability is available in the English language only.​Can Similar Cases be enabled for a few users?Yes, Similar Cases can be enabled for some selected us

Service

Knowledge Base Article

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Similar Cases

RS
Sprinklr Service: 20.7.1 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 latest

marketing

Insights

social

Service

Knowledge Base Article

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20.7.1 Patch (1st Aug '25 Onwards)

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Creating a Record Page

A Record Page is a customizable interface in Sprinklr’s Entity Studio that allows you to display and manage all relevant data for a specific entity — such as a Customer, Leads, or Account — in one consolidated view. It is composed of configurable widgets, allowing you to tailor each page to your spe

Knowledge Base Article

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Create a Record Page

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Use Theme Library for Theme creation

Sprinklr's Theme Library, as the name suggests, is a collection of prebuilt Listening Themes that you can use at any time. Creating themes can be a very time-consuming and manual task. In order to provide a seamless experience, you can make use of the Theme Library which contains out-of-the-box

Insights

Knowledge Base Article

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Theme Creation & Setup

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Get familiar with entities available in Listening Settings

Learn how to access Listening Settings and get familiar with the functionalities available there.​In this guide, you will walk through the basics of the Settings menu of the Social Listening module, including how to access Listening Settings from the navigation menu and the available entities under

Insights

Knowledge Base Article

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Advanced Entities & Settings in Listening

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Cherry-Picking of Cases/Voice Calls Waiting in a Work Queue

This feature enables agents to manually select a customer from the queue, allowing them to make choices based on customer properties such as phone number, customer type, and priority. By providing agents and supervisors with the ability to choose calls waiting in the queue, this feature enhances con

Service

Knowledge Base Article

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Adding pending cases/calls to holding queue