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Different Types of Case Routing Mechanisms

Unified routing employs skill-based, non-skill-based and round-robin assignment mechanisms to ensure effective case routing. In this article, you will learn about the different types of case routing mechanisms offered by Unified Routing.Skill-Based AssignmentSkill-based assignment in Unified Routing

Service

Knowledge Base Article

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Unified Routing Overview

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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)

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Sprinklr Release v15.3.0 - March 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

New Capabilities and Enhancements

Sprinklr Release v15.3.0

Release v15.3

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v15.3.0 (March)

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Topic and Topic Group governance

In this article, we will learn how to set up governance for Topics, Topic groups, and their associated functionalities.Before we start, the user should have the required permissions to access different functionalities inside Topics and Topic Groups. Navigating to TopicsClick the New Tab icon. Under

Insights

Topic Group Governance

Topic Governance

Knowledge Base Article

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Sharing & Governance

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Manage Master Schedule

The Master Schedule View provides a comprehensive overview of all agents' schedules. This holistic view facilitates tracking traded shifts, days off, and activities. Administrators and Workforce Managers can access the Master Schedule to view ​shifts and days off.Navigate to Master ScheduleFollow th

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Master Schedule

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Make External API Calls via Guided Workflows

OverviewThe API node in a guided workflow enables users to make API calls to external systems.APIs are mini-programs that facilitate the retrieval of data from third-party servers or applications. For example, you can connect to a CRM system that stores customer information such as account balances,

Service

Knowledge Base Article

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External API Calls

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Approve/Reject Users in Advocacy

In Sprinklr advocacy site after a user fills in the screener question, his status changes to pending and the admin gets a request to either approve the user or reject it.  Advocates that are already a part of the Advocacy community are the Approved users.  Approved users can be given access to the w

Advocacy - SES

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Sprinklr Social

Social - SES

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Knowledge Base Article

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User Management

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Managing Cases in Closed Loop Feedback

Case Management provides a structured approach to tracking, managing, and resolving cases efficiently. It ensures that every customer’s feedback is logged, prioritised and addressed in a timely manner. This centralised interface allows you to view open and escalated cases, update case statuses, and

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Knowledge Base Article

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Managing Cases in Closed Loop Feedback

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Install Jira Connector

This guide walks you through the step-by-step process to install the Jira Connector and add a Jira user for the integration.PrerequisitesBefore you begin, ensure the following prerequisites are met:Sprinklr RequirementsSprinklr Service Care must be enabled and configured.A Sprinklr Global Admin user

marketing

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social

Service

Knowledge Base Article

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Setup

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Compose X Ads

Leverage the Sprinklr Ads Composer to compose X ad campaigns and attract more traffic from your posts.Advertising on X using Sprinklr Marketing (Ads) makes it easy to maximize the effectiveness of your advertising program. It allows you to automate campaign optimization, reduce costs, and achieve ef

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marketing

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Sprinklr Marketing

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Publish Twitter Ads

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Sprinklr Service: 18.11 Capabilities and Enhancements

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

Sprinklr Service

marketing

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v18.11 Fall Release (November)

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Sprinklr Marketing: 20.7 Release Notes

Sprinklr Marketing unifies and enhances marketing efforts across channels. It centralizes content creation, campaign management, and performance analytics for both organic and paid campaigns. This release introduces new capabilities designed to enhance customer experiences across all touchpoints.

marketing

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social

Service

Knowledge Base Article

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20.7 Release (5th July '25 Onwards)

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How to Migrate from JWT Credential to OAuth Server-to-Server Credential for Adobe

The Service Account (JWT) credentials have been deprecated in favor of the new OAuth Server-to-Server credentials.​You can read more about this: https://developer.adobe.com/developer-console/docs/guides/authentication/ServerToServerAuthentication/migration/​​​​You can watch this video to understand

marketing

Knowledge Base Article

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Setting Up Adobe Analytics

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Overview

Sprinklr AI+ in Customer Feedback Management delivers a powerful suite of AI-driven capabilities designed to streamline survey creation, enhance feedback quality, and generate actionable insights. Key features include Survey AI+ Builder, Survey Response Quality, Survey Quality, Text Analytics (AI+),

Service

Knowledge Base Article

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Overview

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Enhanced Modern View for Distributed Asset Window

With the v.19.8 release, Sprinklr Distributed comes with a completely revamped UI that provides a fresh look to the platform. In this article, we are going to share with you the details of the changes you will view in the Asset(DAM) window within Distributed. To be able to use the enhanced Distribut

social

Social - SES

DST - SES

Knowledge Base Article

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Miscellaneous (Distributed User)

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Implementation Steps for BYOM in AI+ Studio

You can add your own custom LLM by configuring BYOM as a provider.Step 1: Add a ProviderIn AI+ Studio, navigate to the Providers page.Click Add Provider in the top-right corner.From the dropdown, select Bring Your Own LLM.Click Next. You will be redirected to the configuration page.Step 2: Configure

Sprinklr Service

marketing

Insights

social

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Add Support for BYOM

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Compose Facebook App Install campaigns

Leverage Sprinklr's Ads composer to directly create an app-install campaign easily and define a specific audience group and budget.Sprinklr allows you to create app-install campaigns to promote your app and increase the number of your App-Installs. In this article, you will learn how to create

marketing

Knowledge Base Article

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Facebook Ad Formats

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Campaign Macros

You can bulk update Sub-Campaigns via macros that allows you to make consistent changes across multiple Sub-Campaigns. You can apply manual and automated actions on Sub-Campaigns within the ListView of the Production Dashboards, Third Pane, and Overview Tab of the Sub-Campaigns. Apart from this, you

social

Knowledge Base Article

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Asset classes with macros

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Understanding Service Analytics Data Source

Sprinklr Service’s Reporting and Analytics (also called Reporting) provides detailed insights on Key Performance Indicators (KPIs) and enables you to quickly analyze customer-service trends and insights.Reporting in Sprinklr involves creating Widgets and configuring the Metrics and Dimensions accord

Service

Knowledge Base Article

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Understanding Service Analytics

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Manual Audit

Audit checklists are used for the manual evaluation of conversations between customers and agents by the Quality Managers. This helps ensure that agents provide good service, follow company rules, and keep customers satisfied. These checklists are also used by the Supervisors, Admins, or other Quali

Service

Knowledge Base Article

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Case Analytics Page Widgets