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Sharing Settings in Data Connectors

The upgraded sharing settings for Data Connectors in Sprinklr allow adminstrators to control who can access and who can view or edit data connectors and segments. You can now manage the visibility of data connectors and segments more effectively, ensuring better alignment with specific access needs.

Service

Knowledge Base Article

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Sharing Settings in Data Connectors

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Add an SMSGlobal Account

Within Sprinklr, you can add an SMSGlobal account to be able to send & receive SMS from Sprinklr.To Add an SMSGlobal AccountClick the New Tab icon. Under Governance Console, click Messaging Accounts within Listen.In the top right corner of the&nb

SMS

Service

Journey Facilitator

Knowledge Base Article

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SMS

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Rules for Asset Management

Asset-specific rules can help you automate the management of assets, enabling you to take actions on assets with no manual action required. Using Asset Management Rules, you can take actions on assets to tag, expire, restrict, and more.Internal Note:Use this DP: SAM_RULE_ENGINE_ENABLEDEnablemen

experience:space

Social Media Assets

cloud:core

social

+15

Knowledge Base Article

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DAM rules

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Connection with Brands APIs

Sprinklr IVR provides us the ability to connect to a brand’s APIs and obtain data from their internal systems to use on Sprinklr’s Care Platform. In this article we will learn about how admins can configure IVR to work with brands’ APIs. APIs are mini programs that help to fetch data from third part

Service

Knowledge Base Article

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IVR Use Cases

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Sprinklr Insights: 19.11.1 Capabilities and Enhancements

Sprinklr Insights' latest 19.11.1 Patch release introduces a range of exciting new capabilities to empower your business to create more meaningful customer experiences across all touchpoints. Here are the key features included in Sprinklr Insights' latest release:Sprinklr InsightsSprinklr

marketing

Insights

social

Service

Knowledge Base Article

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19.11.1 Patch (Dec 3-18, '24)

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Publish to Discord

You can use the key publishing capabilities in Sprinklr to enhance the content you publish to the Discord Server. This article describes Discord Server's specific capabilities for publishing to help you understand how to craft content for best-channel performance.Steps to Publish to DiscordClic

social

Service

Knowledge Base Article

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Discord

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Additional features: Rich Link, Typing Indicator, Tapback Reactions

Tapback ReactionsSometimes users respond to messages using a Tapback, such as the heart or thumbs up expressions. This feature allows you to detect user tapbacks.Typing IndicatorTyping indicator allows you to see typing activity in the Agent Console as well as on the user front. Rich LinkEvery URL

Service

Knowledge Base Article

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Additional features

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Click Insights: Reporting

This article highlights the various types of clicks in Reporting.In Sprinklr, Performance of Clicks can be reported for:Posts that are published via Sprinklr where Sprinklr shortens the link during the publishing process, orA URL that is shortened from somewhere else, provided the URL shortener acco

social

Reporting - SES

Social - SES

Knowledge Base Article

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Advanced Features

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How to Use Supervisor Copilot

Supervisor Copilot helps supervisors streamline daily operations and get assistance using natural language. Once available in the Persona App, Supervisor Copilot opens as a floating window that remains accessible as supervisors move across different areas of the Supervisor Console, enabling uninterr

26.1

Sprinklr Service

New Article

Service

Knowledge Base Article

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Supervisor Copilot

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Sprinklr Social: 19.8 Capabilities and Enhancements

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.

18.5 Release

marketing

Insights

social

+2

Knowledge Base Article

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19.8 Release (Aug 23 - Sept 1, '24)

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Drilldown to Queue Pending and In-progress Cases

Unified Routing provides the capability to supervisors to view details of specific queues which helps in analysing how cases are assigning to the agents. To view queue details, Click on three dots beside any work queue name and click View Details. This will open a third pane on the right with differ

Service

Knowledge Base Article

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Queue monitoring

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Sprinklr Service: Patch Changes (19.2.2)

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.

18.5 Release

Sprinklr Service

marketing

Insights

+2

Knowledge Base Article

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19.2.2 Patch (Apr 19-22, '24)

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Macro Actions

How Macro Actions help you save the unnecessary number of clicks to supercharge the productivity of your agents.Macros execute multiple actions on an asset in Sprinklr, allowing you to make complex updates in just a single click. It can be applied to various assets and can be configured with a numbe

manual inputs

marketing

Insights

article:howto

+5

Knowledge Base Article

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Macros

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Feedback on AI Scoring in AI Insights

You can provide feedback on AI scoring to enhance the system's accuracy. This includes the ability to input the expected score for each parameter, report any incorrect evidence detected by the AI, and highlight any missing evidence that should have been identified. Your feedback is invaluable for tr

Sprinklr Service

20.10

Service

Updated Article

Knowledge Base Article

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AI Scoring and Insights

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Create reporting widgets to analyze WhatsApp pricing

Businesses using the WhatsApp Business Platform are charged per conversation, which includes all messages delivered in a 24 hour session.How It WorksConversations are categorized with one of the following categories:Marketing — Marketing conversations include promotions or offers, informational upda

Service

Journey Reporting

Knowledge Base Article

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Channel Specific Reporting

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Activity Logs

To provide greater transparency and traceability of AI-driven evaluations, detailed audit logs are captured whenever automated scoring is created or updated. These logs help contact center analysts monitor evaluation activity across multiple interactions within a case, and track changes made over ti

Sprinklr Service

New Article

20.10

Service

Knowledge Base Article

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AI Scoring and Insights

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How to Setup AI Scoring Rules?

To get AI scoring on a case a Case Update rule has to be setup. Running that rule gives AI scoring on the cases. The different rule condition that is used while setting Up the Send to Scoring Engine actions are explained below.Audit Checklist - This lists out the checklists which are marked standard

Service

Knowledge Base Article

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AI Scoring and Insights

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Owned Channel Reporting Value Realization

UseOpportunityValueCreate relevant tags for your brand, product, etc.Get granular reporting for all posts created around a specific product or initiative.Understand how much engagement a specific product garners or how many clicks through to a specific site/shop were generated.Create custom metrics

social

Reporting - SES

Social - SES

Knowledge Base Article

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Advanced Features

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What is Agent Acknowledgment Process?

Dispute ProcessQuality Management empowers agents, managers, and supervisors by providing them with the capability to review evaluations conducted on agents. This feature allows them to acknowledge the assessments or raise disputes if they believe certain parameters were not evaluated accurately. It

Service

Knowledge Base Article

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Agent Acknowledgement

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Snapshot Report on Campaign Performance

By utilizing the snapshot report on campaign performance within Care Reporting, you can gain access to comprehensive, half-hourly snapshots detailing campaign performance, enabling vigilant monitoring of progress and trend analysis. Additionally, you can conduct a thorough examination of lead distri

Service

Knowledge Base Article

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Campaign Performance Report