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Concurrency Extract

This extract captures agent activity at an aggregated time‑slice level, where each row represents a unique combination of an agent and a defined date interval (such as daily, weekly, or hourly depending on configuration). It provides visibility into how agents manage multiple case assignments simult

Knowledge Base Article

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Digital Data Extracts

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Compose Snapchat Ads

Advertise on Snapchat and reach a wider group of audience.​Through Snapchat Ads in Sprinklr, you can advertise to an audience of 186 million daily active Snapchatters (https://forbusiness.snapchat.com/), allowing your brand to reach a highly engaged and active audience.To learn more, click on Ads Co

marketing

20.10

Updated Article

Sprinklr Marketing

Knowledge Base Article

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Compose Snapchat Ads

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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

+2

Knowledge Base Article

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Miscellaneous

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Get familiar with Listening sources

In this article, we have covered all the sources supported by Social Listening.Social channelsSourceOverviewXSource of Data: Official API - Firehose (All tweets and engagement stats are available in real-time) Coverage: Both Public & Privately owned accounts data are available Latency: Near real

Insights

Listening Sources

Knowledge Base Article

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Social Listening Sources

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All Calls

The “All Calls” tab consists of all the voice or video cases created in the platform, which the Quality Managers can access for manual evaluation. In the top right corner are the time interval and other filters that are used to sort and view cases based on the filter selected.Navigating to Case Anal

Service

Knowledge Base Article

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Cases & Calls

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Changing Color Code for Experience Score

Location Insights helps in evaluating the experience of the customers based on a number score, i.e Experience Score. The experience score is calculated based on insight being derived from the consumer feedback. The following score is allocated to each customer sentiment:Positive = 100Neutral = 50Neg

Insights

Knowledge Base Article

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Advanced Concepts

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LINE Advertising Parity

The article explains the objective-wise parity currently in Sprinklr. The first column talks about the feature, the second column mentions if the feature is present in Sprinklr, the third column mentions if the feature is present in the native Ads Manager, and the fourth column clarifies whether or

marketing

Knowledge Base Article

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Advertising Channel Parity

RS
Detailed Voice Transfer Extract

The detailed transfer extract focuses on call transfer activity within voice interactions. This captures granular transfer-level records generated during voice conversations, providing visibility into how calls are routed, transferred, and received across agents, queues, IVRs, and external destinati

Knowledge Base Article

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Voice Data Extracts

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Pacing Control Strategy Group FAQs

Why should I prefer a Strategy Group over a Pacing Group?It does away with any restrictions on how old Campaigns can be tagged with Strategy Group Pacing Control.You also have Automated Pacing mode as an option.It combines Pacing Group and Budget Source capability and goes beyond.What is the ke

marketing

Knowledge Base Article

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Troubleshooting & FAQs

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Create Twitter Cards via DAM (Distributed)

This article will cover the steps and guidelines on how to create a Twitter Card via DAM, which adds rich media to tweets for more engagement and information, increasing click-through rates, driving website traffic and providing a better user experience for their followers.Steps to Create Twitter Ca

Twitter Cards via DAM (Distributed)

Create Twitter Cards via DAM (Distributed)

social

Social - SES

+1

Knowledge Base Article

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Publishing & Calendar (Distributed Admin)

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Data onboarding using Salesforce Marketing Cloud

To deliver the best customer experience, it is important that brands reach the right audience with the right message at the right time. This can be achieved by sending event-triggered communications to customers and prospects. For this, marketers need to have access to customer journey data. Custome

marketing

Insights

social

Salesforce Marketing Cloud

+5

Knowledge Base Article

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Marketing Cloud

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How to Apply Cost & Rate Ads Benchmarks via Bulk Import

To Apply Benchmarking via Bulk ImportYou can apply your Cost and Rate Benchmarks to Campaigns in bulk via Ads Manager Bulk Import. 1. Click the New Tab icon. Under the Sprinklr Marketing - Advertising tab, click Ads Manager within Analyze.2. Click the Options icon in the top right corner of the Ads

marketing

Knowledge Base Article

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Apply Cost & Rate Benchmarks

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Deep Dive into the Queue Monitoring Screen

The Queue Monitoring screen is a centralized, real-time dashboard that allows supervisors to monitor work queues, view the agents assigned to those queues, and track their current statuses and states.All the queues shared with the supervisor are accessible from the left of the screen. Supervisors ca

26.1

Sprinklr Service

20.7.1

20.10

+2

Knowledge Base Article

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Deep Dive into the Queue Monitoring Screen

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Viber Carousel and Keyboard Template Support

You can now publish in Viber and select from various Carousel and Keyboard Templates. You can use these feature in Bots and in Auto Reply in Rule Engine. Following are the Carousel Template options:ButtonImage/Video + ButtonImage/Video + TextImage/Video + Text + ButtonText + ButtonFollowing are the

article:howto

social

stage:final

Knowledge Base Article

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Engage, publish and report on Viber

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How to Create an Ad Campaign in Ads Composer

You can compose Facebook, Twitter, LinkedIn, Pinterest, Snapchat, LINE, TikTok, and Nextdoor Ads from the Ads Composer, allowing you to create the same ads through Sprinklr that you can create on various channels. You can create multiple ads for multiple channels through a single platform. This arti

marketing

Knowledge Base Article

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Functionalities

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How to Configure a Disposition Plan

​​Pre-requisite for configuring the Disposition Plan: Sprinklr Voice should be enabled for the environment.​A 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 d

Service

Knowledge Base Article

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How to setup disposition plan

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Delete your Advocacy account in Sprinklr Extend app 

This article provides a step-by-step guide to deleting your Advocacy account in the Sprinklr Extend app. Steps to Delete your Advocacy account in the Sprinklr Extend app Click the Profile image in the top right corner.On the Profile page, scroll down to the Delete Account section.Click Delete Accoun

Advocacy - SES

social

Social - SES

Knowledge Base Article

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Setup Advocacy Account

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Reporting on Similar Cases

You can create reporting widgets to view the usage and adoption of the Similar Cases capability.Configuring a reporting widgetClick the New Tab icon . Under the Sprinklr Service tab, click Care Reporting within Analyze.On the Reporting Home window, select the desired da

Service

Knowledge Base Article

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Similar Cases

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How to Apply Volumatic Ads Benchmarks in Ads Manager

Tagging a Paid Initiative with an Advertising Benchmark allows you to assess its performance accurately by comparing your metrics with the benchmark. Benchmarks can be tagged either on the Paid Initiative or Ad Variant level. Depending on your use case will determine the level you should tag. If mor

marketing

Knowledge Base Article

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Tag Campaigns with Advertising Benchmarks

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Reply to Selected Message in the Conversation History in Distributed

Distributed users can reply to selected messages in the conversation history in the Inbound Column. Whenever a user performs a reply action on any inbound message (this is applicable for all engagement actions like - Reply, Comment, DM, etc.), a conversation tab will op

Reply to Selected Message in the Conversation History

social

Distributed

Social - SES

+2

Knowledge Base Article

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Engagement (Distributed User)