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Exploring Conversational Analytics Persona

Setting up Conversational Analytics PersonaHyperspace Mode Under Profile, enable Hyperspace. Under Sprinklr Service in the launchpad, click on Conversational Analytics Persona App.​Note: In case the Conversational Analytics app is inaccessible via the launchpad, Open All Settings, under Manage Custo

Knowledge Base Article

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Getting Started with Conversational Analytics

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Demo Feature: Task Library

The Task Library serves as a repository of predefined journeys and their associated tasks, enabling users to quickly build workflows without the need to develop them from scratch.​Adding Tasks from the Task LibraryOn the Task Manager page, click the ▼ icon next to + Create Task. Select Create From T

Knowledge Base Article

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Tasks

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Create Articles in Sprinklr Knowledge Base

Create Article1. Click on the New Tab icon on the launchpad. Under the Sprinklr Service tab, select Knowledge Base within Resolve.​2. On the Knowledge Base builder, select the desired category or subcategory and click on Create Article in the top right corner.​​​3. On the Create Article window, ente

26.1

Sprinklr Service

20.7.1

20.10

+1

Knowledge Base Article

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Create and Manage Articles

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Introducing Meta Multi-Advertiser Ads: New Option Available Across All Ad Objectives

Meta’s new Multi-Advertiser Ads feature enhances ad delivery by showcasing multiple ads from different advertisers within a single ad unit, enabling more personalized and engaging experiences for users. To seamlessly integrate this option into your ad campaigns on Sprinklr, follow these detailed ste

20.7.1

New Article

Sprinklr Marketing

Knowledge Base Article

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Functionalities

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Canned Responses in Distributed

Canned Responses are predefined brand-compliant responses to routine customer questions such as 'how can I add a credit card to my account' or 'how do I apply for a refund'. You can simply document your responses, save these templates as canned responses, and let your agents use them whenever they g

Canned Responses in Distributed

Social - SES

DST - SES

Canned Responses

Knowledge Base Article

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Engagement (Distributed Admin)

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Share to Facebook in Advocacy

You can share Links, Images, and Videos (as posts, reels, albums, and stories) from the Sprinklr Extend mobile app to your Facebook personal profile. You can share it on your Facebook Feed or stories from the Extend app.  Advocates can even share Links, Images, and Videos (as posts, reels, albums) f

Advocacy - SES

Social - SES

Knowledge Base Article

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Content Sharing

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Standard Dashboards

The Standard dashboards are a part of Service Analytics Data Source , designed to address key industry use cases and KPIs, giving you quick access to relevant insights. They come with out-of-the-box metrics and dimensions to reduce setup time and speed up the delivery of insights. These offerings ar

Sprinklr Service

20.10

Updated Article

Knowledge Base Article

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Overview

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Search and Filter in Engagement Columns

Search and Filter functionalities in Engagement Columns help you quickly search and analyze billions of conversations on social media. Additionally, you can accelerate your speed to insights by performing an advanced search within the Engagement Columns.In this article, you will learn about how to p

Search in Engagement Columns

Engagement - SES

Engagement Columns

Search and filter in Engagement Columns

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Knowledge Base Article

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Getting started with Social Engagement

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Asset macros

Using macro, you can take an action or a set of actions on entities which help to automate tasks & reduce manual efforts. You can apply Asset macros on assets to take multiple actions on an asset the same way you can with other entity types. This article helps you with the steps to apply multip

Apply actions using asset macros

Apply macros on assets

Asset macros

Knowledge Base Article

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Asset classes with macros

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What are Account Health Alerts?

We’re excited to announce the development of Account Health Alerts, a feature designed to improve visibility and actionability across accounts by proactively notifying users of functionality impacts. This feature aims to help address issues caused by API migrations, missing permissions, persistent A

Account Health Screen

Account Health Alerts - SES

Social - SES

Knowledge Base Article

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Account Health Alerts

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Assign task to a Specific User

Tasks can be assigned to only a single user. Organizations have various ways to define their assignee for these tasks. Some brands have a predefined user for these tasks. Others select the user on the go. Also, a few brands even let an external person interact with workflow tasks. In this article, y

Task

Workflow Engine

Knowledge Base Article

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Define Tasks in Workflow

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Certificate Based Token Generation

This guide will walk you through the process of creating an access token using the JWT (JSON Web Token). This is a certificate-based token generation approach that eliminates the need to store any token while ensuring secure authentication and information exchange. This process involves using a JWT

JWT API Authentication

Knowledge Base Article

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Security

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Outbound Admin Persona Overview

The admin persona plays a crucial role in the effective management and oversight of the voice management system. As an administrative user, the admin persona has extensive control and responsibility over the configuration, monitoring, and optimization of both outbound and inbound calls to get the be

Knowledge Base Article

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Overview of simplified Outbound Admin experience

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Manage Video Call Case Creation

Creating CaseCreate a rule for routingWhen a customer initiates the video call, the case could be either already beAssigned to an agentUnassigned/Assigned to bot​If the case is assigned to an agent when a video call is initiated, the routing logic should be that the video call should be assigned to

Knowledge Base Article

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Configuration Steps

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Triggering rules in Outbound Calls

The Sprinklr Rule Engine is a powerful tool that can be used to automate workflows, assignments, properties, etc., that are implemented on messages, cases, and profiles. The Rule Engine works as an If-Then statement. If an asset (like a message or a profile) meets a specific condition that you set,

campaign management

Voice

Knowledge Base Article

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Other Campaign Use Cases

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User Data Retention​

IntroductionUser Data Retention—This feature drives value by aligning with GDPR Data protection standards, ensuring clients' confidence in their data’s strict privacy, and forging trust with Sprinklr within the European region.​User Data Retention automatically masks or deletes u

Knowledge Base Article

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Others

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Setting up Bot Rule

Before You BeginBefore configuring a bot rule, it is important to have a clear understanding of the following aspects:Inbound RuleCase Maker RuleOverviewOnce all the preprocessing steps are completed, the Bot Rule is responsible for assessing the status of the bot application when it receives a mess

Knowledge Base Article

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Bot Rule Setup

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Upcoming status feature for agents

Business Use case Agents are assigned cases when they are in available status defined in the work queues(called productive status). While working on cases, if agent intend to stop recieving new cases, they change their availability status to non-available status (called non productive status). This

Unified Routing

Assignment Engine

Knowledge Base Article

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Additional Use Cases

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Queues Usage

Queue Usage allows users to view where a specific queue is referenced across various components such as process workflows, voice campaigns, rules, guided paths, and work queues. It provides visibility into dependencies, helping users assess the potential impact of changes and enabling efficient navi

Sprinklr Service

New Article

20.10

Knowledge Base Article

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Additional Use Cases

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AHT Indicator on Call controls

The call controls shown to the agent's screen is a very powerful tool for the agent as it allows them to perform multiple functions. The timer running on the screen shows them the time they spent on the call.Business Use case Oftentimes contact centers have strict AHT’s which they want the agen

Knowledge Base Article

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Additional Use Cases