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Digital Queue Performance Extract

The Digital Queue Performance Extract provides an aggregated, queue‑level snapshot of how digital support queues are performing over time. This indicates the performance at a contact level (multiple assignments happening at the work queue, where one case can have multiple contacts. Its purpose is to

Sprinklr Service

New Article

26.4

Knowledge Base Article

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Digital Data Extracts

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Restrict the Brief Template Visibility

To Restrict the default Brief Template VisibilityWhile creating a Brief Template, you can restrict the visibility of the brief for certain users/user groups. When this brief is added to a campaign/sub-campaign, only the users you shared this brief with can access it within a campaign. For example -

brief templates

marketing

brief designer

Content Briefs

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Access Control of Briefs

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Download Media Directly from UGC ​

Sprinklr allows you to download media directly from UGC posts. You can quickly access and download the user-generated content without having to navigate to external sites or DAM.​With the Download option of Media for approved assets, you can simply download the content into your system, which can be

social

Social - SES

UGC - SES

Knowledge Base Article

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UGC Assets

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On-Demand Publishing Skill

OverviewThe On-Demand Publishing skill allows you to publish text, assets, or images directly to the user based on specific functions.Note: Alternatively, you can use the Dialogue Tree Invocation function to configure the same.Steps to Configure an On-Demand Publishing SkillWithin your conversation

Service

Knowledge Base Article

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Dynamic Workflow

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Platform Generative AI Use Cases

Sprinklr Platform includes a set of Generative AI capabilities that help users work more efficiently with content, code, and text‑based tasks. These capabilities reduce manual effort, simplify complex steps, and improve overall productivity. The capabilities fall into the following functional module

marketing

Insights

social

New Article

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Platform Generative AI Use Cases

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Conversational AI Groovy Library

GL #1 Fetching/ Modifying Date VariablesConvert from Date to StringYou can use this code in scenarios where you need to display date and time information in a specific format, such as logging or displaying on a Screen.For example, if you are building a flow that processes transactions and need to di

Knowledge Base Article

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Troubleshooting & FAQs

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Sprinklr Insights: Patch Changes(19.5.1)

Sprinklr's latest release introduces a range of exciting new capabilities aimed at empowering your business to create more meaningful customer experiences across all touchpoints. Here are the key features included in Sprinklr's latest release:Sprinklr Insights​Sprinklr Marketing​​Sprinklr

marketing

Insights

social

Service

Knowledge Base Article

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19.5.1 Patch (Jun 14-17, '24)

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How to create a Campaign?

Campaigns are used in Sprinklr as the primary tags to categorize outbound messages and thereby effectively organize and collaborate on activities around the campaign such as tasks, assets, messages, workflows, etc.Create a CampaignBefore you begin, ensure you have the right set of permissions to cre

campaign management

marketing

Campaign Basics

Knowledge Base Article

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Configuration & Setup

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Manage Pinterest Product Catalogs

Product Catalogs are a collection of products on which reviews will appear on your site. In your Product Catalog, you can apply configurations to specific products or to categories of products, customizing the sub-ratings available to customers when they leave reviews on these products. Pinterest ca

marketing

Knowledge Base Article

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Publish Pinterest Dynamic Product Ads

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Define Daily, Weekly, Monthly Threshold for the Callers

​Pre-requisite for configuring this: Sprinklr Voice should be enabled for the environment and you have Create or Edit permission for Call thresholding.​Threshold setup should be enabled for the partner, To enable Threshold settings, we need to enable redis database in order to update blacklist Profi

Service

Knowledge Base Article

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Define daily, weekly, monthly threshold for the callers

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Configuring an ACW and ACW Builder Components

The ACW (After Call Work) module automates the after call work processes, allowing businesses to define custom workflows and streamline repetitive tasks. With advanced automation capabilities, agents can update customer records, generate follow-up tasks, and integrate with other systems for seamless

Sprinklr Service

20.7.1

Service

Updated Article

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Introduction to all components of ACW

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Update Schedule Scenarios

This page discusses how updates can be made for Schedule Scenarios.Prerequisites for updating Schedule Scenarios:Sprinklr WFM should be enabled for the environment.You must have access to the Workforce Manager Persona App.View, Publish, and Edit permissions under the Scheduling section in the Workfo

Sprinklr Service

20.10

Service

26.1.1

+4

Knowledge Base Article

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Schedule Scenarios

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Manage Inbound Change Sets

Inbound Change Sets allow administrators to deploy configuration updates sent from another connected Sprinklr environment (for example, from Sandbox to Production) to the enviornment you are logged in to. When an inbound change set arrives, it appears in the Inbound Change Sets tab with a status of

experience:space

Rollback Changesets

Insights

social

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Deploying Inbound Change Set

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Skill-based assignment in voice campaigns

With the skill-based assignment, you can ensure the assignment of calls/cases to agents equipped with particular skill-set as in real life, thus, reducing the AHT by 5% to 10%.Skill-based assignment works in the following way:1. Assign skills to agents: Seamlessly assign skills to the agents or a us

campaign management

Sprinklr Service

Service

Agent Skills

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Knowledge Base Article

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Skill Based Assignment in Voice Campaigns

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Configure a rule to resend surveys

How by configuring rules, you can resend surveys to customers across multiple channels leveraging custom automation triggers.After building surveys in the Survey Builder and sending them to customers, you can establish the scenarios under which you send the survey reminders to customers using the Re

Surveys

Service

Rule Engine

Knowledge Base Article

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Sending Surveys

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Standard Inbound Extract Reporting

The inbound report provides the validation on all the inbound calls/cases observed at the Agent, Case, and Campaign level interactions.User Persona: Managerial LevelUnique Customer ExtractThis report provides the overall Call count & time stats for all the calls received from every customer. Eac

Care Reporting

Service

Knowledge Base Article

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Standard Inbound Voice Dashboards

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Manage Long-Term Plans

Long-Term Plans (LTPs) provide extended-range forecasts designed to help organizations anticipate staffing needs over many months or years. LTPs offer improved accuracy compared to short-term forecasts by analyzing trends at a broader scale and generating projections in a week-by-week view. When you

Sprinklr Service

26.7

Updated Article

26.4

Knowledge Base Article

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Long-Term Plans

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Difference between Advanced Publisher and Quick Publisher

You can create content within Sprinklr from the Advanced Publisher and the Quick Publisher. You should use Quick Publisher when you have the copy and creative ready for your post and want it to be published urgently whereas Advanced Publisher is used when-You do not have the copy/creative ready and

Advanced Publisher

marketing

Expanded Publisher

publishing

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Knowledge Base Article

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What is Advanced Content Publishing?

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Create Survey Response Rules

In addition to Case Rules that allow you to automate the sending of surveys based on Case conditions, Sprinklr supports a specific Rule type, Survey Response Rules. Survey Response Rules allow you to automate queue assignments based on the responses you receive to Surveys.For example, if a responder

Surveys

Service

Rule Engine

Knowledge Base Article

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Sending Surveys

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Viewing Reddit Ads Campaigns in Ads Manager

Click the New Tab icon. Under the Sprinklr Marketing - Advertising tab, click Ads Manager within Analyze.In the filters container from the top dashboard bar, click Channel and select Reddit to filter the corresponding campaigns. Click the View and Edit icon alongside a campaign to apply Sprinklr-spe

marketing

Knowledge Base Article

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Ads Publishing