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Sprinklr Service: Patch Changes (18.5.2)

Sprinklr's latest release offers exciting new capabilities designed to empower your business to create meaningful customer experiences at every touchpoint.

18.5 Release

Sprinklr Service

marketing

Insights

+2

Knowledge Base Article

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v18.5.2 (July)

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How to Configure Ads Day Parting

Dayparting is primarily driven by legal regulations where brands in certain business categories aren’t allowed to run ads during certain days and hours. For example, Liquor brands can’t run ads during the night in the UK.Strategy Group allows you to schedule your ads for different days of the week a

marketing

Knowledge Base Article

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Getting Started

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Engine FAQs

Below are the most commonly asked questions about Product Insights' Engine –What is an Engine?An Engine denotes a Product Insights AI Model which has been run over the products and messages present in the workspace/ dashboard. The type of AI-enrichment that happens over a message is determined

Insights

Knowledge Base Article

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FAQs

RS
Sprinklr Integration with Jira

The Sprinklr and Jira integration enhances collaboration between customer-facing and development teams by streamlining ticket creation and resolution processes. This connector bridges the gap between customer interactions and issue tracking, enabling more efficient workflows and improved customer se

marketing

Insights

social

Service

Knowledge Base Article

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Overview

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External Editorial Calendar

You can create and share your Editorial Calendar with other users (non-Sprinklr) via External Links. With this capability enabled, you can sync live changes to the external calendar so that the export will be up-to-date with recent configuration and data changes. Additionally, the link will auto-ref

marketing

About Editorial Calendar

External Link Sharing

External Sharing

+2

Knowledge Base Article

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Calendar Import & Exports

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Create Sub-cases linked to a Case in Care Console

Streamline customer support issues by associating multiple sub-cases with a case to enable parallel work by multiple teams.Agents can use macros or guided workflows to create sub-cases. The sub-cases created are linked to the cases enabling back-and-forth navigation between the case and sub-cases. C

Service

Knowledge Base Article

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Handling Sub Cases in Agent Desktop

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Creating Validation Rules

This article outlines the steps to create Validation Rules.​Accessing the Validation Rules From the Launchpad, click Sprinklr Service tab, and under Persona App, click Entity Studio. The Entity Manager page appears. ​​​Search for the desired entity for which you want to create validation rule. Click

Knowledge Base Article

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Create Validation Rules

RS
Customer Experience Best Practices in Building a Survey

This document outlines best practices to help users create surveys that are clear, concise, personalized, and optimized for high-quality responses.General GuidelinesSurvey Length and TimingKeep Surveys Concise: Surveys should ideally take less than 2 minutes to complete, except when conducting marke

Sprinklr Insights

Insights

20.10

Updated Article

Knowledge Base Article

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Customer Experience Best Practices in Building a Survey

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Pre-processing Pipelines for Intent Model

Before You StartTo learn about Intent Model, see How to Create an Intent Model: A Step-by-Step Guide Steps for Creating an Intent ModelOn the Intent Model Creation Screen, Browse to Pre-Processing Pipelines dropdown.2. Now choose the preprocessors that align most effectively with your use case. For

Service

Knowledge Base Article

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Set Up NLU Based Intents

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Configure Slot Based Appointment Booking through IVR

Sprinklr IVR provides a seamless way to automate appointment scheduling by allowing customers to select, confirm, or cancel available time slots directly during an IVR call. This functionality is especially useful for callback scheduling, service visits, or customer consultations, reducing manual in

Sprinklr Service

New Article

20.10

Service

Knowledge Base Article

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Configure Slot Based Appointment Booking through IVR

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Contact Driver by Agents

Contact Driver by Agents enables you to analyze how contact drivers are handled across agents throughout the lifecycle of a case. This capability helps you understand both:Which agent a contact driver was reported to, andWhich agent ultimately answered or handled the contact driverBy linking contact

Sprinklr Service

New Article

26.4

Knowledge Base Article

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Creating Contact Driver Models

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Update Schedule Scenarios

This page discusses how updates can be made for Schedule Scenarios.Prerequisites for updating Schedule Scenarios:Sprinklr WFM should be enabled for the environment.You must have access to the Workforce Manager Persona App.View, Publish, and Edit permissions under the Scheduling section in the Workfo

Sprinklr Service

20.10

Service

26.1.1

+4

Knowledge Base Article

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Schedule Scenarios

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Create briefs using Sprinklr AI+

In this article, we will learn about how Sprinklr AI+ can assist you with briefing and enhance your briefing experience with various options that are available to you for assistance. With Sprinklr AI+ integration, you can Edit & Review Content and take various Actions on briefs fo

brief templates

marketing

ChatGPT

Knowledge Base Article

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Brief Template Actions

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Compare Care Strategy dashboard

How quickly marketers respond to consumer feedback significantly impacts customer perception and loyalty to the brand.90% of brand marketers surveyed said responsiveness and the ability to respond to needs and feedback are critical to a good customer experience. Good customer responsiveness can help

Insights

Benchmarking

Knowledge Base Article

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Standard Dashboards in Benchmarking

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Create a Task Macro

Macros are used to execute multiple actions on an entity with a single click. You can apply task macros to tasks to take multiple actions the same way you can with other entity types. Macros allow you to create efficient task workflows, taking multiple actions on a task at once. While creating Task

experience:space

Insights

release:N-A

social

+9

Knowledge Base Article

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Macros

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Budget/Pacing Anomaly Detection

Budget Anomaly Detection provides real-time alerts through email and platform notifications when anomalies in budget/end date or pacing is detected. It automatically detects issues like budget deviations, pacing deviations or changes in end dates that could lead to overspending and notifies us

marketing

Knowledge Base Article

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Ad Campaign Optimization

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Customer Initiated Video Call

Journey #1Customer calls when agent already assignedTwo separate error messages will be displayed to the customer if there are distinct errors for the microphone and camera. In the images below, one error message is for the disabled microphone permission in the browser, while the other error message

Service

Knowledge Base Article

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User/Agent Journey

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Adding Text and Media to the Survey

The Add Text and Media feature in the Survey Builder allows you to easily incorporate text, images, and videos into your surveys, enhancing both their visual appeal and usability. This versatile content block can be used to:Offer clear instructions or guidance to respondentsReinforce branding with l

Sprinklr Insights

Insights

New Article

20.10

Knowledge Base Article

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Text and Media

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Understanding Global Profiles and What Is Not Profile Stitching

This article explains how Global Profiles work in Sprinklr, what is and is not considered profile stitching, and how authenticated user connections behave. This information is designed for administrators, analysts, and managers who manage customer identities across social channels, CRM systems, and

marketing

Insights

social

article:topic

+2

Knowledge Base Article

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Profile List

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When to use Home Page?

Quickly glance through the team performance over the last 24 hoursThe performance of the agents is shown on the home page for last 24 hours, including case volume, response times, customer satisfaction scores, and other information. Supervisors can use this data to better understand how their agents

Service

Knowledge Base Article

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How to use Home Page?