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Knowledge Base Permissions

The Knowledge Base permissions section is vital for the efficient and seamless functioning of your help center. This article provides a detailed overview of each permission, ensuring administrators and users can effectively manage their roles and responsibilities. You can control access to Knowledge

Sprinklr Service

20.10

Service

Updated Article

Knowledge Base Article

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Introduction to Sprinklr Knowledge Base

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Add Colour Configuration to your Messages in Editorial Calendar

Assigning a standardized color configuration to Outbound Messages based on a message property allows your team to easily identify outbound messages within the Editorial Calendar. This will also add a visual appeal to your Calendar and Timeline views, helping you easily distinguish and manage outboun

Editorial Calendar

marketing

Color Configuration

Knowledge Base Article

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Calendar Views Customization

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Allow Agents to Disable Customer's Camera

To address incidents of inappropriate behavior, agents now have the ability to disable a customer's camera and subsequently enable it again at their discretion. This new feature empowers agents to proactively prevent instances of harassment and protect themselves from unwanted behavior. Revokin

Service

Knowledge Base Article

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Additional Features

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YouTube Video Insights

You can leverage YouTube 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 and videos that you've created to see how each one performed and how people engaged

social

Knowledge Base Article

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Report on YouTube activities

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Sprinklr Service: 26.1.1 Release Notes

Sprinklr Service unifies customer experiences across voice, digital, and social channels. This release delivers advanced capabilities, enhancing efficiency and enabling businesses to craft consistent interactions across all touchpoints. Here are the key features included in Sprinklr Service's l

marketing

Insights

social

Service

Knowledge Base Article

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26.1.1 Minor Release (8th Feb '26 Onwards)

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Sprinklr Marketing: 20.10 Release Notes

Sprinklr Marketing unifies and enhances marketing efforts across channels. It centralizes content creation, campaign management, and performance analytics for both organic and paid campaigns. This release introduces new capabilities designed to enhance customer experiences across all touchpoints.

marketing

Insights

social

Service

Knowledge Base Article

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20.10 Release (26th Sep '25 Onwards)

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Design the Experience (Earned Content)

Overview After setting up Engagement Dashboards, curating content, and tagging posts, you're ready to begin creating the Gallery itself. First, you'll start with adding a Gallery and then you will move on to editing the appearance and feel. Create a GalleryClick the New Tab icon  and selec

experience:space

Display - SES

article:howto

release:N-A

+6

Knowledge Base Article

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Gallery

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Manage Google My Business Accounts

Keep all your store information organized and up to date from a single screen. You can now easily make bulk updates to business hours and descriptions, saving you time and ensuring consistency across all locations.This article will guide you through managing your Google My Business (GMB) account and

social

Knowledge Base Article

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Google My Business

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Agent Journey

At the time customer books an choose, the case is soft-assigned to an agent and that agent is notified of the same. Soft- assignment means that the agent's capacity is blocked so that customers are not able to double-book an agent. Four types of notifications: At the time appointment is created

Service

Knowledge Base Article

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User/Agent Journey

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Share to Instagram in Advocacy

You can share Links, Images, and Videos (as posts, reels, carousels, and stories) from the Sprinklr Extend mobile app to Instagram. You can share it on an Instagram Feed, directly to the chat, or in the Story. Only the image or video from the Sprinklr advocacy post will be shared, meaning no text fr

Advocacy - SES

social

Social - SES

Knowledge Base Article

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Content Sharing

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Use Cases of PCI-Compliant Secure Forms

PCI compliance is used in a variety of industries and situations where sensitive payment information is collected stored, or transmitted. Some common use cases includeOnline RetailE-commerce websites must comply with PCI standards in order to accept credit card payments onlineHealthcareHealthcare pr

Service

Knowledge Base Article

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PCI Compliant Secure Forms

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Customize the Start Day of the Week in Editorial Calendar

You can customize the start day of the week in Editorial Calendar as per your requirements as the week in different geo-locations starts on different days. For example, in the US, the week starts on Sunday and in Europe, the week starts on Monday. Customizing the week's start day will enable yo

Editorial Calendar

marketing

Knowledge Base Article

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Calendar Views Customization

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Noise, Volume, Rate of Speech Detection

AI identifies noise, volume and rate of speech indicators in the voice of both customers and agents.VolumeIn audio processing, "loudness" refers to the perceptual intensity or volume of a sound. A loud message indicates a higher volume, making it more prominent. Conversely, a "feeble&

Service

Knowledge Base Article

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Voice Analytics

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Sprinklr Specialised AI Service Features

Sprinklr’s Specialised AI Service Features empower businesses to deliver exceptional customer experiences by combining advanced generative AI with enterprise-grade governance and security. These features include AI-powered listening, sentiment analysis, and intent detection across millions of conver

marketing

Insights

social

Service

Knowledge Base Article

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Sprinklr Service Specialized AI Use Cases

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Manage Roles

In Sprinklr, Permissions define the actions that a user can perform. A Role is a collection of permissions that an administrator assigns to a user or user groups. In Sprinklr there are three types of Roles: Workspace Roles, Global Roles with Local Scope, and Global Roles with Global Scope.Workspace

experience:space

Insights

release:N-A

delete roles

+9

Knowledge Base Article

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Roles and Permissions

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Rule Engine support for AI Studio's Text Classification models

Sometimes, messages need to be classified before additional configuration can take place. For example, in care configurations, the AI Model must classify messages before the case is created and tags are copied to the case level. This is important to make sure that the correct tags are applied to the

Insights

ai studio

Knowledge Base Article

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Rule Engine support for AI Studio's Text Classification models

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HSM Templates for WhatsApp Business

Note: WhatsApp Template Updates:Pause on WhatsApp Marketing Messages for US Customers: Effective April 1, 2025, Meta will temporarily halt businesses from sending marketing template messages to WhatsApp users with US phone numbers (+1 dialling code). Meta advises businesses to utilize utility, authe

Service

Knowledge Base Article

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HSM Templates

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Smart Response Compliance

Let your audience know that you care about them by ensuring your responses are unbiased and empathic.While engaging with your customers on different social media channels, you can respond to and address customer queries, posts, messages, etc. through Sprinklr. These responses can be vetted by an AI-

Relevance

Engagement - SES

Brand Guidelines

Check Response Compliance

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Knowledge Base Article

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Leverage AI for Better Engagement

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Sprinklr Social: 18.2 Capabilities and Enhancements

Sprinklr's latest release offers exciting new capabilities designed to empower your business to create meaningful customer experiences at every touchpoint. Read about Sprinklr's latest platform enhancements below!Navigation TipsRead through the release notes below or click on a Product title to 

18.2 Updates for Social Engagement & Sales

18.2 Release Notes

18.2 Capabilities and Enhancements

18.2 Release Notes for Social Engagement & Sales

Knowledge Base Article

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v18.2 Winter Release (February)

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Business Outcome Retry Strategy

Business use caseWhenever outbound calling is done from a campaign, each call can have different call outcomes. Based on the call outcomes, the admin might want to retry or reach out to the customers again.Business Outcome Retry StrategyWhenever a customer and agent are connected and based on the di

Service

Retry Strategy

Voice

Knowledge Base Article

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Retry Strategy