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Create Community

With Sprinklr Communities, you can create an environment where you as a brand can engage with customers directly and where customers can interact with each other in order to resolve issues, provide product feedback to internal teams, and help to reduce churn with initiatives focused on customer bran

Sprinklr Service

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Service

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Knowledge Base Article

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Customize your Community

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Deflection to Other Channel

In this article we will learn about how admins can configure IVR to deflect customer from IVR to digital channels when customers wait to connect to an agent.Business Use Case When customers interact with an IVR system, they often opt to connect with a live agent to report an issue or seek assistance

Service

Knowledge Base Article

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IVR Use Cases

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Detailed Transfer Extract - Voice

The detailed transfer extract focuses on call transfer activity within voice interactions. This captures granular transfer-level records generated during voice conversations, providing visibility into how calls are routed, transferred, and received across agents, queues, IVRs, and external destinati

Knowledge Base Article

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Voice Data Extracts

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IVR Detailed Extract

IVR Detailed Extracts capture step‑by‑step information about how customers navigate through the Interactive Voice Response (IVR) system. These extracts provide a granular, event‑level view of every interaction that occurs before a caller reaches an agent, completes a self‑service action, or exits th

Knowledge Base Article

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Voice Data Extracts

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Manage Records via IVR

Entities are objects that are stored inside a database. There are 3 types of entities: System Entity, Standard Entity (Entities which are common across all partners like case/profile/task) and Custom Entity (Entities which are made customized to the requirement of the client). Every entity consists

Service

Knowledge Base Article

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IVR Use Cases

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Add Multiple Page Administrators with Multiple Authorization Tokens (Facebook)

Multiple authorization tokens allow you to add multiple users to be recognized as the Facebook page administrator within the Sprinklr platform. The facebook page account will stay active even in cases wherein one admin’s account gets deactivated due to multiple reasons (reasons detailed out in this

social

Knowledge Base Article

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Manage Facebook accounts

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Re-Add Facebook Page In Sprinklr

Re-adding Facebook Page will allow you to re-authenticate the Facebook Business Manager account in Sprinklr. This will help in cases such as when auth token expires due to password change and in cases when your account gets deactivated (reasons detailed out in this article).This article will guide y

social

Knowledge Base Article

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Manage Facebook accounts

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Data sync frequency

Facebook posts are updated regularly from the published date to a certain time period. This frequency at which the posts and accounts are updated is mentioned as data sync frequency. In this article, we share this sync frequency for different types of metrics available with Facebook.​Data sync Capab

social

Knowledge Base Article

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Facebook reporting glossary

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Google DV360 Ads Reporting Dimensions

Leverage this detailed list of all DV360 dimensions available in Sprinklr's Ads Reporting to gain more insight into your DV360 Ads.Given below is a list of all DV360 dimensions, along with their descriptions.Dimension NameSprinklr Dimension NameDescriptionsActive View: Custom Metric IDGoogle DV

marketing

Knowledge Base Article

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Dimensions

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X Ads Reporting Dimensions

Leverage this detailed list of all X dimensions available in Sprinklr's Ads Reporting to gain more insight into your X Ads. Given below is a list of all X dimensions, along with their descriptions.Dimension NameSprinklr Dimension NameDimension DescriptionDateDateBreakdown of Data by Date.DayDay

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Sprinklr Marketing

Knowledge Base Article

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Dimensions

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Reddit Ads Reporting Dimensions

Leverage this detailed list of all Reddit Dimensions available in Sprinklr's Ads Reporting to operate the reporting dashboard better.Reddit dimensions in Ads ReportingThe table below helps you to understand the Reddit Channel Dimensions and descriptions along with thier corresponding Dimension name

marketing

Knowledge Base Article

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Reporting and Analytics

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How to See Ad Account Deactivations in Ads Reporting

Previously, users faced significant challenges due to the lack of visibility into deactivated Ad Accounts, leading to disruptions in Ads publishing. This issue has been addressed through the implementation of custom reporting for Account Deactivation.​Now, users have access to comprehensive informat

marketing

Knowledge Base Article

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Advertising Accounts and Permissions Video Overview

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Request control to reply to Messenger DMs

Facebook policies prevent users from replying to a conversation in case the control is not present with the user. In those cases, you need to request control to the admin, who can then pass control. This might be required in cases where care agents/others want to take control of the conversation. Th

social

Knowledge Base Article

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Reply from Engagement dashboards

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Filters and Filter Groups in Task Views

OverviewFilters and Filter Groups enable you to sort and filter Tasks based on specific criteria. When viewing large or complex Projects with multiple Tasks, you can use Filters to view only relevant Tasks and minimize confusion. You can filter Tasks based on status, priority level, custom fields, o

marketing

PM_TASK_TIMELINE_VIEW_2

PM_TASK_CALENDAR_VIEW_2

PM_TASK_SHEET_VIEW_2

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Knowledge Base Article

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Manage Task Views

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Color Coding in Task Calendar View

OverviewColor coding helps with data organization and visualization. You can highlight important information and streamline data for analysis and communication. For example, you can use different colors to represent completed, in-progress, or not-started Tasks. You can color-code your Tasks in Cale

marketing

PM_TASK_CALENDAR_VIEW_2

PM_GENERIC_2

Knowledge Base Article

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Task Calendar View

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View Reporting on Content Tones

Your outbound content will now be classified into different tones based on AI. With the help of our AI model, you can analyze the performance of your content categorized by these tones. This is done by creating a widget in the Reporting Dashboard. Our AI model will label outbound messages with prede

marketing

Reporting

Knowledge Base Article

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View Reporting on Entities

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Apply widget filters

Widget filters are used to refine and customize the data displayed in widgets. Widgets are visualizations of data that can be added to dashboards to monitor social media performance.Filters allow users to specify which data they want to include or exclude in the widget based on specific criteria. Fo

marketing

Reporting

Knowledge Base Article

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Set up Reporting Widgets

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Smart Content Analytics

Permissions to access Smart Content AnalyticsReporting > Dashboards > Smart Content Intelligence​Enablement note: To learn more about getting this capability enabled in your environment, work with your Success Manager.To navigate to Smart Content Intelligence Dashboard Click the New

marketing

Knowledge Base Article

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Standard Marketing Reporting Dashboards

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Market Analytics

Market Analytics dashboard focuses on metrics such as Types of engagement by time and day, Types of engagement by channels, fan keywords, and Brand activity keywords. These metrics can be used to perform market analysis for various brands.You can access this dashboard by:Clicking the New Tab icon. U

marketing

Reporting

Knowledge Base Article

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Standard Marketing Reporting Dashboards

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Create WhatsApp DM asset to be used in Journeys

In this article, you will learn how to create WhatsApp DM assets to be used in Journeys.Create a WhatsApp DM template in DAMClick on the New Tab icon. Under the Sprinklr Marketing tab select the Marketing section, click on Digital Asset Management within Plan.Click Create Asset in the top right corn

marketing

Journey Facilitator

Knowledge Base Article

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Create Assets for Journeys