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Setting up Case Maker Rule

Before You BeginLearn how to configure an Inbound Rule that directs your message to a specific Case Maker rule.OverviewAfter receiving a message, the Case Maker evaluates whether to create a new case, link it to an existing case, close a case, or forward it to an agent, taking into account the syste

Service

Knowledge Base Article

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Bot Rule Setup

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Conditional Logic in Surveys

​You can build conditional logic to control the visibility of questions, skip pages or show banners in the survey.Note: Apply Logic is only available for Single Select, Multi Select, Dropdown, CSAT Rating, and NPS Rating question types. The logic can be applied between questions on different survey

Surveys

Service

Knowledge Base Article

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Survey Builder

RS
Activate Instagram Sharing in Advocacy

Starting with release 19.11.1, from 2nd December 2024, advocates will no longer be able to connect their personal Instagram profiles to the advocacy site. Due to a recent change from Meta, we are discontinuing the ability to connect and reauthorize Instagram personal profiles within Sprinklr Advocac

Advocacy - SES

social

Social - SES

Knowledge Base Article

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Content Administration

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How to Use Case Monitoring?

The Case Monitoring screen is a centralized, real-time dashboard for monitoring omnichannel cases. It allows supervisors to oversee ongoing customer interactions across Sprinklr’s voice and digital channels. This article explains how to access the screen and understand its key components.Note: Acces

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Case Monitoring

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How to Create & Manage Boards in Ads Manager

Saved Boards in the Ads Manager allow you to save all the details of an Ads Manager view, including column configuration, column width, and applied filters. By saving a specific view, you will not need to configure a view multiple times manually. Your saved boards can be edited, deleted, or shared f

marketing

Knowledge Base Article

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Ad Campaign Optimization

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Sprinklr URL Shortening Capabilities

Sprinklr provides a Uniform Resource Locator (URL) shortening utility, spr.ly, which combines the functions of existing URL shortening services, such as bit.ly, or ari.ba along with the capabilities suited for an enterprise client’s specific needs.The following are the advantages of using Sprinklr U

experience:space

Custom Link Library

social

URL shortening

+8

Knowledge Base Article

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URL Shorteners

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Sprinklr API Usage Reporting Dashboard

You can create a custom API Usage Report in Sprinklr to monitor your Sprinklr API usage. The report uses the Unified Log Reporting data source to provide real-time and historical insights into your Sprinklr API usage.Key Features The API Usage Report offers the following features: Captures real-time

Knowledge Base Article

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API

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Sprinklr AI Agent

Sprinklr AI Agent enables organizations to design, configure, and deploy AI‑powered virtual agents that automate tasks and support users across digital channels. It provides a centralized interface to design agent behavior, create workflows, add knowledge sources, and configure system settings. Orga

Sprinklr Service

marketing

Insights

social

+3

Knowledge Base Article

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Manage AI Agents

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Manage Leads

Manage Leads is the capability that enables campaign managers in an outbound contact center to dynamically control and optimize the flow, prioritization, and utilization of leads present in campaigns. Manage Leads allows campaign managers to Temporarily boost, Close, re-open, configure attempts on l

Service

Knowledge Base Article

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Manage Leads

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OnScreen Pending ACW

Overview This feature is about having Pending ACW available on every screen and consuming some extent of the screen to nudge RM to fill the ACW and thus increase the submission count.   Objective   The objective of this feature is to increase the percentage of After-Cal

Sprinklr Service

20.7.1

Service

Updated Article

Knowledge Base Article

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OnScreen ACW

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Sprinklr Copilot for Social Capabilities in the Editorial Calendar

OverviewSprinklr Copilot for Social in the Editorial Calendar empowers you to discover and manage content using natural language. It simplifies the way you search for posts, apply filters, and take action - without needing to manually configure boards or filters. With Sprinklr Assist built in, you c

Publishing - SES

social

Sprinklr Social

New Article

+4

Knowledge Base Article

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Social Copilot

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Hover Actions on Tasks

On hovering over a task title, we see five icons enabling us to perform quick actions related to the task.  From left to right, these five icons represent View Details, Add Sub-task, Lock Row, Add Attachment and Comment. Let's discuss each of these in detail. View Details  Clicking on the "

marketing

PM_TASK_SHEET_VIEW_2

PM_GENERIC_2

Knowledge Base Article

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Task Sheet View

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Response Case Properties Widget

These properties are selected at the survey level, meaning any case associated with a response to that survey will follow a specific layout of properties. The layout being defined on this settings screen determines which properties will be applied to those cases. PrerequisitesTo access Close Loop Fe

Insights

Knowledge Base Article

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Setting Up Closed Loop Feedback

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Agent Copilot Reporting

The Agent Copilot Reporting Dashboard provides key insights into how your Copilot is used, its performance, and its impact on agent productivity. You can import a pre-configured dashboard from the blueprint environment using Hyperdrive.Deploy Agent Copilot Reporting DashboardTo deploy the Agent Copi

Knowledge Base Article

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Agent Copilot Reporting

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Agent Unified Insights (Agent C-360 View)

The Agent Unified Insights (Agent C-360 View) provides a centralized, comprehensive overview of agent-related data. It consolidates key agent data, including login status, work queue, activity history, assigned cases, and more, to support efficient decision-making by supervisors.By offering a unifie

Service

Knowledge Base Article

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Overview of Simplified Supervisor Experience

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Understanding Smart Routing

AI-powered Smart Routing leverages available customer data for better mapping of unassigned cases to appropriate agents. Sprinklr’s Smart Routing feature is designed to connect your customers with care agents that are best suited for them leading to optimal outcomes with customers' queries getting r

Service

Knowledge Base Article

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Using AI in routing

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DVT Part 2: How to Use a Dynamic Video Template to Create a Video

Learn how to easily create videos using video templates in Sprinklr. Once a video template is created, you can use it to create variations. This article guides you through using a template in Asset Manager for creating single or bulk videos in Sprinklr.​Step 1: Select a Template from creating videos

marketing

Knowledge Base Article

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Video Templates Part 2: How to use a video template to create a video

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Manage Master Schedule

The Master Schedule View provides a comprehensive overview of all agents' schedules. This holistic view facilitates tracking traded shifts, days off, and activities. Administrators and Workforce Managers can access the Master Schedule to view ​shifts and days off.Navigate to Master ScheduleFollow th

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20.10

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Knowledge Base Article

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Master Schedule

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Roll-Up Summary Field

The Roll-Up Summary Field in Entity Studio is a read-only field type used to aggregate values from related records in a child entity and summarize them at the parent entity level. It is ideal for summarizing counts, totals, averages, and other metrics without needing manual calculations.Use CasesCon

Knowledge Base Article

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Fields and Relationship

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Refining Surveys Using AI-Powered Question-Level Suggestions

Question-Level Suggestions in Sprinklr Surveys help you identify and resolve potential issues within your survey. By analyzing the structure and content of your questions, they provide targeted feedback to improve clarity, relevance, and overall design. This ensures your surveys are optimized for be

Sprinklr Insights

Insights

20.10

Updated Article

Knowledge Base Article

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Survey Refining