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What is a Customer-Facing/External Guided Workflow?

OverviewA Customer-facing/External Guided Workflow is an interactive, step-by-step interface that empowers customers to independently address their queries. It can be seamlessly integrated into client websites, Sprinklr communities, or knowledge base articles. These workflows offer a wide range of f

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Knowledge Base Article

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What is a Customer-Facing Guided Workflow?

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Product Recommendation Node

OverviewProduct Recommendation node is used to provide personalized suggestions or recommendations to users based on their preferences or needs. The Product Recommendation node enhances the user experience by assisting customers in finding suitable products or services, increasing engagement and imp

Service

Knowledge Base Article

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Nodes in a Dialogue Tree

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Sandbox FAQs

Find below the answers to frequently asked questions about Sandbox Manager:​Q1: Are Dynamic Properties (DP) transferred with Refresh from Production to Sandbox? Yes, all the DPs are automatically copied during the Refresh?A1: Yes, all the DPs are automatically copied during the Refresh.​Q2: Does Ref

experience:space

article:howto

product:platform

Sandbox Manager

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Knowledge Base Article

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Miscellaneous

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Bulk import/export Business Locations

Learn how you can import and export your business locations in bulk using Location Insights.​Location Insights supports the bulk import and export of Business Locations. Using the Bulk Import capability, you can add or update a large number of business locations at once without the need to follow st

Insights

import business locations

export business locations

Knowledge Base Article

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Business Location Configuration

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Undo-Redo in Task Sheet View and Task Timeline View

Project Management supports undo-redo for certain actions in task sheet view and task timeline view. You can perform undo-redo by using the following keyboard commands:PCUndoRedoMacCommand + ZCommand + Shift + ZWindowsCTRL + ZCTRL + Y​Following actions performed in given areas support undo-redo in P

PM_POPULAR_2

marketing

PM_FAQ_2

PM_TASK_TIMELINE_VIEW_2

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Knowledge Base Article

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Task Sheet Advanced Use Cases

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How to Import Contact Drivers within Contact Driver Models

In every contact driver model, you have the option to include two key components: contact driver groups and contact drivers. The deepest level within this hierarchy is referred to as contact drivers, which represent specific issues or reasons for customer contact. Everything preceding the contact dr

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Knowledge Base Article

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Creating Contact Driver Models

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Add a Custom Field

In this article, we will cover the steps to add a new custom field in Sprinklr.Steps to add a Custom FieldClick the New Tab icon. Under Governance Console, click Custom Fields within Platform Setup.In the top right corner of the Custom Fields window, click Add

experience:space

article:howto

Custom Fields

social

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Knowledge Base Article

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Custom Fields

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Create Listening dashboard widgets to visualize data in real-time

Learn how to create Listening Dashboard Widgets in Sprinklr Insights to visualize data for multiple metrics in real-time.Listening Dashboard Widgets are customizable widgets that you can add to a Listening Dashboard to visualize data. They allow you to engage with relevant data sets and help you lis

Listening Widget

Insights

Difference Between Standard and Custom Dashboards

Create Listening Dashboard Widget

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Knowledge Base Article

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Listening Dashboards

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Instagram Post Insights

You can leverage Instagram insights to learn more about overall trends across your followers and understand how your content is performing with your audience. You can also view insights for specific posts, stories, videos, reels and live videos that you've created to see how each one performed

social

Sprinklr Social

Social - SES

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Knowledge Base Article

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Reporting Glossary

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URL Shortener Permissions

To make sure that new users in your Sprinklr environment are set up with the appropriate access and capabilities to access and view content within URL Shorteners, you'll want to ensure that their role is granted the right permissions. This article covers Role-based URL Shorteners permissions. &

experience:space

article:howto

product:engagement

URL Shortener Permissions

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Knowledge Base Article

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URL Shorteners

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Create A Column For Facebook Shares

Shares can provide insight into how content is being received by your brand's fans and what content your brand is actively sharing on Facebook, in distinct views that let you better understand social activity and trends from the Engagement Dashboards. Using Facebook Share columns you can track

social

Knowledge Base Article

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Add Facebook column in engagement dashboard

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Facebook platform policy for replying to Direct Messages

The Facebook Messenger Platform Policies are designed to help people and businesses connect effectively through Messenger to achieve meaningful outcomes. At the heart of this is the understanding that people and businesses need a seamless, reliable way to get something done - whether it is getting a

social

Knowledge Base Article

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Send one time notifications to customers

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Introduction to Disposition Plan

​Pre-requisite for configuring the Disposition Plan: Sprinklr Voice should be enabled for the environmentA disposition plan is a pre-configured form that is filled out by agents while disposing the call in ACW. These plans include specific fields and information that agents need to provide when disp

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Knowledge Base Article

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Introduction to all components of ACW

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Generic Macro Usage Report

The Generic Macro Usage Report provides details on the Macros applied at a user, profile, and message level. Refer to the Agent Case Macro Usage Report for Metrics and Dimensions specifically on Macros used by agents on Cases.The Generic Macro Usage Report belongs to the Miscellaneous Report Group.M

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Knowledge Base Article

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Detailed Report Glossary

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Create and Send Quick Reply Template

A quick reply template on Facebook Messenger is a feature that allows businesses to provide predefined response options to users. It appears as a set of buttons or options that users can select to quickly respond to a message. Quick reply buttons can be customized with the user's email, phone n

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Knowledge Base Article

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Quick Reply Template

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What is CSAT and How is it Scored?

Customer satisfaction has always been crucial to the health and growth of a business – but in this age of social media, unhappy customers wield greater power than ever before. An angry tweet, blog post, or Facebook rant may go viral, causing irreversible damage to a brand. On the flip side, satisfie

Sprinklr Service

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Updated Article

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Knowledge Base Article

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Customer Satisfaction Analysis

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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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Customers request callbacks themselves

1. Customers visit the brand's website and request for callbacks​A customer might visit the brand's website to purchase certain products, for example, a customer can perform an array of operations such as adding a product to wishlist or requesting for a callback via Live Chat. In these sce

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Knowledge Base Article

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Callback Use Cases

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Media Impact Score

“Single North star metric that illustrates if the PR efforts are on the right track.”​As we know that there are a wide variety of metrics that capture different aspects of a PR job function. Presenting all these metrics to an executive is often overwhelming and hence not actionable. Modern-day leade

Insights

Knowledge Base Article

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Data related

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Comment Report

The Comment Report provides an overview of comments and notes added by agents on cases or digital threads. It details the content of each comment, the agent responsible, the timestamp, case information, and any other relevant mentions, offering valuable insights into the agent’s interactions and the

Service

Knowledge Base Article

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Detailed Report Glossary