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Autofill Channel Details in Publisher​

While creating a message from the Message Publisher, autofill Account Type & Template details based on pre-defined conditions to eliminate manual effort with automation. How to set upClick the New Tab icon. Under the Platform modules, click Rule Engine within Collaborate.In the top right corner

Autofill

marketing

publishing

Autofill Rule

Knowledge Base Article

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Autofill Rules

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Copy Properties from Campaign Request to Campaign

Create a Campaign Autofill rule to automatically copy properties from the Campaign Request onto the Campaign. This way users do not have to manually update the properties of Campaigns and can automate this entire process by setting up the following rule. Once the rule is enabled, whenever the condi

Autofill

marketing

campaigns

Rule Engine

Knowledge Base Article

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Campaign Rules

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Copy Properties from User to Sub-Campaign

Copy various sub-campaign properties from the user level to the sub-campaign level by creating a Sub-Campaign Rule. Once the rule is enabled, all the tasks satisfying the condition will have the selected actions initiated on it.Example use case shown below: Brand, Region, Country & Channel Type

marketing

Rule Engine

Knowledge Base Article

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Sub-Campaign Rules

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Add Campaign Brief Template

SummaryAdd Brief templates to all the Campaigns directly without any manual effort by creating a Campaign Rule.Example Use case shown below: If the status of the campaign is approved, then the “sample campaign Brief” is automatically attached to the Campaign.How to Set-UpClick the New Tab icon. Unde

marketing

Add Campaign Brief Template

Knowledge Base Article

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Campaign Rules

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What are Skills and how to use them ?

For a brand, it is important that every customer query should be resolved in the least possible time and with maximum customer satisfaction. A customer expects that his/her query should be sent to an agent who has adequate knowledge and experience to resolve the issue faced by the customer. Unified

Service

Knowledge Base Article

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Unified Routing Overview

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Omni-Channel Support and Benefits

Omnichannel support in a care console refers to the ability to provide customer support across multiple channels, such as phone, email, chat, and social media, all from one unified platform. The following are best practices for implementing omnichannel support in a care console.​BenefitsSprinklr Omn

Service

Knowledge Base Article

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Introduction to Unified Agent Desktop

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Share Likelihood Score

The Share Likelihood Score, calculated on the basis of previous activities, tells the probability of a customer sharing the brand content publicly on social media channels. For example, if your customer has shared the brand post publicly on their wall in the past, the likelihood score on the ne

Service

Knowledge Base Article

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Case Third Pane

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Some Common Layouts

Depending on the ask, we can configure the Care Console layout into a 2-pane or a 3-pane layout which essentially means that there will be 2 columns for 2-pane layout i.e one column of the conversation Widget and another column of other widgets. Similarly, 3-pane layout gives 1 column to the convers

Service

Knowledge Base Article

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Some Common Layouts

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Introduction to Care Console Layout Manager

Care console has customizable layouts and layouts are configured using record pages for Care Console for a given partner. Each record page has an ID, which is unique to each page. Each persona or group of agents can have different UI requirements, For Example - Team A might want to have a bigger con

Service

Knowledge Base Article

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Introduction to Agent Desktop Layout

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Case/Message Audit

Audit Checklists help supervisors identify gaps in Agents' performance and then use the gathered data to take actions in order to correct these gaps.You can create audit checklists and use them to measure agents' performance in Agent Console and Care Console. A checklist is created to ensu

Service

Knowledge Base Article

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Case Third Pane

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Customizing Warning Messages

Administrators can customize the warning message displayed above the reply box by utilizing the "Append Warning Message" action within Autofill rules. This functionality allows them to tailor the message according to their organization's unique communication requirements or policies.B

Service

Knowledge Base Article

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Publishing Functionalities

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Custom Widgets (CRM Integration Based)

Types of API Widgets are as follows :​​Properties Widget Clients can integrate with their CRM, can fetch the relevant information, and show all the details in a widget using Custom Entity without storing data in Sprinklr. The data can be viewable in the list view. ​When clicking on "Show All&qu

Service

Knowledge Base Article

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Custom Widgets

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Filtering of Tasks Using Custom Field Values

When creating Record Card Widgets specifically at the Task entity level, you have the capability to filter tasks and customize how they are displayed within the widget based on specific custom field values. To achieve this, you can utilize the JSON editor and include the parameter "fieldType&qu

Service

Knowledge Base Article

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Custom Widgets

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Inbound Messages Dashboard

Columns created at the inbound message level in Agent Console and Engagement Dashboards will also be visible within Care Console. This facilitates a unified and comprehensive engagement experience with customers.Message Level ActionsHover over the Options icon alongside the desired individual messag

Service

Knowledge Base Article

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Introduction to Unified Agent Desktop

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Accessing Projects and Portfolios

​​​Projects and Portfolios can be accessed either from the Project Manager persona or the Projects & Portfolios option in the launchpad. In this article, we will explore how to access projects and portfolios in Sprinklr. To Access Project Manager PersonaOpen a new tab and go to Sprinklr Marketin

PM_POPULAR_2

marketing

Knowledge Base Article

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Platform Basics

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Case Analytics View for Agent Acknowledgment

Within the Case Analytics view, agents view all call or case details, such as recordings and transcripts, along with evaluation details like scores given by the auditor, on a single screen. This includes the option to access a dispute form if they wish to contest the evaluation. This setup eliminate

Service

Knowledge Base Article

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Agent Acknowledgement

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Autofill Account Types based on Pre-Defined Conditions

By setting “Account Type” as an action in Autofill Rules under “Actions To Change properties of Message”, you can Autofill the account type and template fields while creating a message in the Publisher.How to set upClick the New Tab icon. Under the Platform modules, click Rule Engine within Collabor

marketing

Rule Engine

Accounts

Autofill Rule

Knowledge Base Article

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Autofill Rules

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Automate Confidentiality in Messages

Create a Draft rule to automatically mark your Draft messages as confidential and restrict visibility to certain user groups. Once the rule is enabled, all the messages (drafts) satisfying the condition will have the selected action initiated on it.Example Use case shown below: This rule is to ensur

marketing

Rule Engine

Autofill Rule

Knowledge Base Article

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Autofill Rules

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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

RS
Create Automated Approval Workflows

OverviewYou can create Automations to manage Approvals for your task and maintain a smooth workflow. You can specify individual users as Approvers or automatically select Approvers from a column. Approvers receive platform and email notifications and can approve or reject Tasks from the notification

marketing

Knowledge Base Article

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Task Sheet Advanced Use Cases