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Agent Skill & Profile Mapping Extract

Agent Skill Extract provide detailed information about the agent unique details and agent skills configured within the platform and how these skills are assigned to agents, teams, queues, and routing workflows. These datasets help supervisors, administrators, and workforce managers understand team c

Knowledge Base Article

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Agent Data Extracts

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URL Entry Points

Clients can initiate messages using the provided URL. When a customer clicks on the URL, the system redirects them to a message so they can send a text message. Decide how and where to provide the URL. Brands can embed it as a link in an email message or website, or use it as a button action in the

Service

Knowledge Base Article

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Entry Points

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How to Check for Dependencies in Sandbox

What are Dependencies?These are the objects which are not selected by the user but still get transferred by the system(and this is expected) to the destination environment as they are dependent on the user-selected object.For example: When configuring a rule inside Sprinklr, it may have other objec

marketing

Insights

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Sandbox Dependencies

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Knowledge Base Article

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Pushing Outbound Change Set

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Add Facebook Workplace Account in Sprinklr

Facebook Workplace is an online collaborative software tool developed by Meta Platforms. It facilitates online group work, instant messaging, video conferencing, and news sharing. This article states steps to add your Facebook Workplace Bot account on Sprinklr.StepsClick the New Tab icon. Under the

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Knowledge Base Article

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Add Facebook account in Sprinklr

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Add Slack Bot Account on Sprinklr

Slack is a messaging app for business that connects people to the information that they need. Integrating Slack as a channel inside Sprinklr will help to manage all business-related conversations in one go. It will simplify tracking of all messages and important conversations on Slack, using this in

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Slack Engagement Flow

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Slack

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Radio as a Listening source

By adding Radio as a Listening source, you can listen to and learn from radio channels.Sprinklr supports Radio as one of its traditional Listening sources. Radio source contains radio broadcasts of news or commentaries on various topics. LexisNexis provides a transcript and audio clips of major Radi

Insights

Radio Data

Radio as a Listening Source

Knowledge Base Article

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Radio

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TV as a Listening source

By adding TV as a Listening Source, you can listen to and learn from them.Sprinklr supports TV as one of its traditional Listening Sources. LexisNexis provides us with a transcript of major tv sources and Video Clips for popular news channels and radio stations. Video clips are only available for th

TV as a Listening Source

LexisNexis

Insights

TV Data

Knowledge Base Article

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TV

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Configure a rule to send surveys and capture customer feedback

After building surveys in the Survey Builder, you would want to establish the scenarios under which you send survey requests to customers. Automating this process ensures that agent preference does not affect the results you receive and that the feedback you get from customers is unbiased, leading t

Surveys

Service

Rule Engine

Knowledge Base Article

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Sending Surveys

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Facebook Channel Updates

Keep up with the latest Facebook Channel updates here.June 2024Policies for going live on Facebook have been changed to align with the industry standards. To continue using Facebook Live seamlessly after 10 June 2024, your account must meet the following requirements.Your account must be at least 60

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Service

Knowledge Base Article

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Getting Started

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Response Table

The Response Table is a specialized table widget designed for survey analysis in CFM. It displays individual survey responses in tabular form with fixed response-level identifiers, making it easier to inspect, sort, and export respondent-level data.Business Use CaseProvide a tabular view of survey r

Insights

Knowledge Base Article

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CFM Visualizations

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Scheduled Report capabilities within Listening

Schedule a report delivery at an optimal time at regular intervals to monitor a crisis event ​The new Listening module covers scheduled report configuration for all the data powered by the Listening data source. All standard/custom dimensions from the following modules can be used to create a schedu

Scheduled Report

Insights

alert

Scheduled Summary Report

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Knowledge Base Article

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Listening Scheduled Summary Report

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Log in to Account After Setting Up Two-Factor Authentication

After successfully setting up Two-factor Authentication for your user profile, you will always be prompted to log in using 2FA into your Sprinklr account. Follow the steps mentioned below to log in to your account after setting up 2FA.Login Steps using 2-Factor AuthenticationGo to https://app.sprink

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Knowledge Base Article

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Advanced Capabilities

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Instagram Frequently Asked Questions

This article consists of some commonly asked questions regarding Instagram capabilities and limitations in Sprinklr.​Please check the Instagram Capabilities and Limitations for any general doubts & queries.​1. Can users like an Instagram post and comments?No, it's an API limitation.​2. Can

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Knowledge Base Article

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Getting started

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Create a Tiered Approval (Service)

Approval processes and workflows help to automate simple, repeatable tasks so that you can focus on the work that matters most. Many organizations create specific approval processes to manage budgets and invoices, as well as creative and marketing initiatives. In this article, you’ll learn about how

marketing

Approval Basics

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Knowledge Base Article

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Tiered Approval

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What is a Portfolio?

A Portfolio is a collection of Projects that are grouped together for ease of tracking, management, reporting, and analysis. You can create a Portfolio to group together Projects based on strategic initiative, department, team or other criteria.  For example, you can create a Portfolio for a brand r

PM_PORTFOLIOS

marketing

PM_GENERIC

PM_POPULAR

Knowledge Base Article

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Platform Basics

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Sprinklr URL Shortening Capabilities

Sprinklr provides a Uniform Resource Locator (URL) shortening utility, spr.ly, which combines the functions of existing URL shortening services, such as bit.ly, or ari.ba along with the capabilities suited for an enterprise client’s specific needs. The following are the advantages of

experience:space

Custom Link Library

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URL shortening

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Knowledge Base Article

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URL Shorteners

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Journey Reporting Outbound Data Source

After deploying a journey, you may want to evaluate the engagement of the audience. Sprinklr provides you with the ability to measure customers' engagement during a customer journey via its Reporting dashboard. It helps you to have a detailed overview of sent, opened, read and failed messages (depen

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Sprinklr Service

Service

Updated Article

Knowledge Base Article

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Standard Reporting

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Add Video to Reporting Widget Descriptions

Many times, you might need to add videos into the reporting dashboard widgets. For example, for scenarios where you want to add a “How to use this widget” in the dashboard. To achieve this, you can upload a video file from the Asset Manager into the description field in a custom reporting widget. Th

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Reporting - SES

Social - SES

Knowledge Base Article

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How to create a new widget

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18.2 Key Changes in User Experience

Usability is the key focus for Sprinklr this year, and we continue our efforts toward making Sprinklr simpler, better, and consistent. There are some exciting major changes in the 18.2 release, where users will experience a change in platform appearance and behavior.Launchpad ChangesWe are delighted

18.2 Key Changes in User Experience

18.2 UX Changes

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Knowledge Base Article

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v18.2 Winter Release (February)

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Smart Response Compliance

Let your audience know that you care about them by ensuring your responses are unbiased and empathic.While engaging with your customers on different social media channels, you can respond to and address customer queries, posts, messages, etc. through Sprinklr. These responses can be vetted by an AI-

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Engagement - SES

Brand Guidelines

Check Response Compliance

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Knowledge Base Article

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Leverage AI for better engagement