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Past Implementation - A Leading Indian Private Bank

A leading indian private bank is using agent facing guided workflows extensively for multiple use cases to improve agent efficiency and reduce average handling time of cases. Here are some key uses cases that were covered via guided workflow:1. Product specific journeys - Credit cards, Banking and l

Knowledge Base Article

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Use Cases

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Manage Location Hierarchies

Location Hierarchies allow you to organize your business locations into nested levels, where you can view information that is organized in layers. Location Hierarchies not only let you track the performance of brand locations but also can track the competition using competitor hierarchies.From the L

Knowledge Base Article

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Competitor Benchmarking

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Add a Simple Text Template Asset for SMS

Simple Text Template Assets are assets that can be uploaded in the Asset Management and can be used to save frequently used messaging for published messages or replies. Additionally, Simple Text Templates can be saved as Canned Responses for use as quick replies when engaging users. You can&nbs

experience:space

Text Asset

cloud:core

canned response

+7

Knowledge Base Article

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SMS

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Create and Publish POST Assets for SMS Using Journey Facilitator

Sprinklr allows you to compose SMS (Nexmo and Twilio) assets on Asset Manager. You can use those SMS assets in Journey Facilitator to build customer journeys, using SMS (Nexmo and Twilio) as the channel. The SMS assets can be created as described in this article, and then can be added in Customer Jo

experience:space

Automate Marketing Campaigns

article:howto

Automated Marketing Journey

+6

Knowledge Base Article

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SMS

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Troubleshooting Errors in Voice Reporting

List of some errors and misinterpretations observed in Voice divided by the categories.GeneralChallengeSolutionGetting this error message , " Widget not able to populate more than X rowsReduce time range to populate the dashboardAgent/Agent Group filter not working on call countUse "All Pa

Knowledge Base Article

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Common Errors in Reporting

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Explore Option in Reporting Widgets in the Mobile App

From Reporting in the Sprinklr Mobile App, you are able to drill-down into widget data for further analysis.Enhancement in Reporting in the Mobile App<span class="doc-editor__marks__fontHighlight" style="background-color:rgba(255, 255, 255, 1)"><span class="doc-editor__marks__fontFamily" st

Knowledge Base Article

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Explore Options in Reporting Widgets in the Mobile App

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Entity operator in the Topic builder

In this article, you will learn how to use the Entity operator in Topic Builder to build topics easily and efficiently. ​​Building a Topic/Keyword list to fetch mentions on an interested brand, person, or location can be very tedious, requiring long and complex queries to filter out unwanted spam fr

Topic Builder

Entity Operator

Knowledge Base Article

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FAQs and Advanced Use-cases

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VKontakte as a Listening source

By adding VKontakte as a Listening source, you can listen to and learn from VKontakte data in real-time. ​VK, aka "Russian Facebook", is Russia's largest social media platform. VKontakte attracted millions of users around the former Soviet countries, such as Kazakhstan, Belarus, Latvi

Knowledge Base Article

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VK

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Audit Trail for Custom Fields

In this article, we will get the steps to view audit trails for custom fields. Use cases for Audit trails for Custom Fields.Custom Fields can be applied to multiple assets used in many different ways in the Sprinklr platform - from establishing the workflow status of a message to categorizing your a

experience:space

product:engagement

devices:desktop

Activity Pane

+9

Knowledge Base Article

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Custom Fields

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Permission to Control Account Re-Add Notification in Engagement Dashboard

To ensure that you don’t miss any opportunity to engage with your customers, we are making some account governance updates generally available - users of the engagement dashboard will view a notification bar at the top highlighting recently deactivated accounts (within the past 30 days). On clicking

Engagement

Engagement - SES

Account Deactivation Notification Bar

Social - SES

Knowledge Base Article

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Other engagement capabilities

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Customize Quick Filter in Engagement Columns

Limited filtering options within Engagement Dashboards have previously restricted the user's ability to fully tailor their view, necessitating more effort to find the right posts in the Engagement Dashboard. With the introduction of the Customize Quick Filter, users can now create filters using vari

Engagement - SES

Customize Quick Filter

Social - SES

Customize Quick Filter in Engagement Dashboards

Knowledge Base Article

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Other engagement capabilities

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Processing clock on messages

The Processing Clock helps you measure the amount of time spent on a message. When the Third Pane of the message is closed without using a macro with Stop Processing Clock action, the processing clock will pause and will resume if another user opens the message. This capability c

Engagement

Engagement - SES

Processing Clock

Start the Processing Clock

+2

Knowledge Base Article

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Other engagement capabilities

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Edit custom field values

In this article, we will cover the steps to edit values for exisitng custom fields.​Impact of Editing custom field values​You can edit and update existing values in a custom field without breaking its connection with previous tags, filtering, etc. The updated values are reflected within the third pa

experience:space

article:howto

Custom Fields

Ice Breakers

+1

Knowledge Base Article

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Custom Fields

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Change a Custom Field's Asset Class

In this article, we will cover the different ways to configure custom fields in Sprinklr.After you've created a Custom Field, you can easily change the Asset Class associated to the Custom Filed. For example, if you created an Outbound Message and Campaign Custom Field and realized after you sa

article:howto

stage:final

Knowledge Base Article

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Custom Fields

RS
Voicemail Drop in Outbound Campaigns

In high-volume outbound calling, a significant number of calls go unanswered or are directed to voicemail. Earlier, agents either had to wait through voicemail prompts to leave a message or skip the process entirely. Then came Answering Machine Detection (AMD), where the system would either not offe

Sprinklr Service

New Article

20.10

Knowledge Base Article

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Answering Machine Detection

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Similar Cases in Agent Console/Care Console

View Similar Cases in Third PaneWithin the third pane of the Agent Console and Care Console, agents can quickly refer to the resolved similar cases suggested via AI that match the content and intent of the ongoing conversation between a customer and an agent.Click the Smart Assist tab within the Cas

Knowledge Base Article

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Similar Cases

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Change Default Reply Handle for Twitter

The reply handle for Twitter can be changed on Sprinklr platform as desired. You can either change the handle while replying to a Twitter message from Agent Console or Engagement Dashboard or set it as default by creating an Autofill rule in Rule Engine.To Manually Change Twitter Reply Han

Knowledge Base Article

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Change Default Reply Handle

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Social Reports

This section details a few important case performance reports which can help supervisors to get deeper insight in case management. Case Distribution Report  Here Supervisors can view the distribution of incoming cases from any channel at various levels. ​Cases by Sentiment ​Case count vs Case status

Knowledge Base Article

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Reporting & Analytics

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Campaign Priority

Set Campaign Priority in a Dialer ProfileYou can set the priority of the campaigns in a dialer profile to define the order in which the dialing happens across different campaigns containing the same set of agent queues. With campaign priority, dialing happens sequentially.​Weightage and PriorityYou

Sprinklr Service

20.10

Updated Article

Knowledge Base Article

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Weightage and Priority

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Create a Forms Message

Messages for Business Forms allow you to create rich, multipage interactive flows for users on iOS and iPadOS devices using a single JSON payload.You and your brands may already have ideas which could benefit from this type of interaction. ​This template gives brands the opportunity to collect valua

Knowledge Base Article

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Apple Forms