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Configure Shift Change Policies

Shift Change Policies set the rules for agents to request Shift Changes. Agents can submit a Shift Change request to modify their schedule for a specific date by updating the Shift start time or adding, removing, or rearranging Activities within their existing Shift. This helps maintain accurate age

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20.10

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Manage Shift Change Policies

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Configure Agent Availability Slots

Create a Slot in Slot Availability Manager​Creating a slot will allow supervisors to create configurations that define the appointment durations, appointments per slot, daily schedule, buffer time, holidays, etc., for particular agents/groups of agents. This configuration is used to identify the ava

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Knowledge Base Article

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Configuration Steps

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Guided Workflow Applications

The Guided Workflow Application Manager facilitates the external execution of Guided Workflows and allows customization of their visual styling to seamlessly integrate them into an application. This capability enables organizations to align Guided Workflows with their specific branding and design pr

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20.10

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Guided Workflow Application

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Guided Workflow Application Manager

For external guided workflows, you have the capability to integrate them into an application, providing a means to define and customize their styling. This allows you to tailor the appearance and visual elements of the guided workflows according to the specific branding or design requirements.To Add

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Knowledge Base Article

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Getting Started with Customer-Facing Guided Workflows

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Similar Cases in Agent Console/Care Console

View Similar Cases in Third PaneWithin the third pane of the Agent Console and Care Console, agents can quickly refer to the resolved similar cases suggested via AI that match the content and intent of the ongoing conversation between a customer and an agent.Click the Smart Assist tab within the Cas

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Knowledge Base Article

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Similar Cases

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What are Skills and how to use them ?

For a brand, it is important that every customer query should be resolved in the least possible time and with maximum customer satisfaction. A customer expects that his/her query should be sent to an agent who has adequate knowledge and experience to resolve the issue faced by the customer. Unified

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Knowledge Base Article

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Unified Routing Overview

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Add a SangdamTalk Account via Infobip

Sprinklr provides an enhanced KakaoTalk integration through Infobip, supporting both SangdamTalk (KakaoTalk’s two‑way conversational channel) and the Brand Messages API (for marketing campaigns). This unified setup enables brands to manage customer conversations and execute marketing initiatives sea

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KakaoTalk Account Addition

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Create Reports and analyse the performance of an Email Marketing Campaign

Once you have sent out the emails, you might want to evaluate the engagement of the audience. Sprinklr provides you with the ability to measure audience activity and demand generation funnel via its Reporting dashboard. It helps you to have a detailed overview of sent, opened, and clicked emails, bo

marketing

Email Marketing

Email Reporting

Reporting

Knowledge Base Article

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Execute an Email Marketing Campaign

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Word Cloud widget

The Word Cloud visualization is a graphical representation of text data in which the size of each word indicates its frequency or importance within the text. The more frequently a word appears in the text, the larger it appears in the word cloud.Word Clouds are commonly used to summarize the topics

Word Cloud Widget

Insights

Knowledge Base Article

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Types of Widgets

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Change Password & Security Question for Own Account

To ensure regular privacy of your Sprinklr account, update your password and security question regularly. Sprinklr prompts you to change your password every few days. A security question helps you gain access to your account if it gets locked due to incorrect passwords. This article lists down the s

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Knowledge Base Article

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Advanced Capabilities

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Reddit capabilities and limitations

Get familiar with all the capabilities and limitations of Reddit as a social channel.Reddit hosts online conversations among more than 330 million monthly users in nearly 150,000 active communities. With its broad reach, extensive user base, and diversity of conversation, Reddit offers a unique oppo

social

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Capabilities and Limitations

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Add a Reddit Account in Sprinklr

In this guide, we'll walk you through how to link a Reddit account in Sprinklr's account settings.There are two types of Reddit accounts that can be added to Sprinklr. In Account Settings, you'll specify that you're adding a Reddit User Account, which can be used to monitor and e

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Knowledge Base Article

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Getting started with Reddit

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How to get started with Benchmarking?

Competitive Insights & BenchmarkingCollecting and analyzing competitor data is a time-intensive and often challenging task for brand managers, marketing teams, content creators, and market researchers. These personas face multiple challenges while trying to conduct competitive analysis on social

Insights

Benchmarking

Get Started with Benchmarking

Knowledge Base Article

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What is Benchmarking?

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Reddit reporting glossary

The Reddit Reporting Glossary is intended to provide comprehensive definitions of all available Metrics and Dimensions.​​Reddit reporting glossary​FunctionalitySprinklr SupportedReddit Hourly Page ViewsIt will display the hourly page views available for the Reddit account.Reddit Page ViewsIt will di

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Knowledge Base Article

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Reporting on Reddit

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Skill and Capacity Scheduling

The Scheduling Skills and Capacity feature enables workforce administrators and supervisors to plan and automate changes to agents' skills and proficiency levels in advance. This functionality supports dynamic business needs, such as product launches, seasonal spikes, or shifts in customer inquiry p

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Setting up Skills

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Create a Text Template

In asset manager, you can save frequently used messaging for published messages or replies in text template. You can also mark them as canned responses to deliver a faster & consistent response to customers. This article helps you with the steps to create a text template.Steps to create a text t

DAM - SES

Create a Text Template

text template

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Manage assets

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Supported Channel Actions for Ads Comment Moderation

Learn more about channels and actions available in Sprinklr for Ads comment moderation.​Social networks are the most influential medium for finding inspiration for purchases. However, negative reviews stop 40% of buyers from wanting to use a business, causing a decrease in demand for their products.

marketing

Ad Comment Moderation

Advertising

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Supported Channel Actions

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Overview

A new AI-everywhere offering that unifies proprietary AI from Sprinklr with OpenAI’s generative AI, Sprinklr AI+ brings generative AI to customer experience with a commitment to enterprise-level governance, security, and data privacy. It unifies the best of both worlds - 1. Sprinklr’s in-house AI, b

Sprinklr AI+

ChatGPT

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Knowledge Base Article

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Getting Started

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Creating an Asset in the Asset Manager

Before you StartThe Asset Manager provides a centralized repository for all media assets, documents, templates, and more. This article will help you with the steps to add assets in the asset manager. You can find the link to the Digital Asset Manager (DAM) here.​Steps to add an Asset to the Asset Ma

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Knowledge Base Article

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Service Channels

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Getting Started for Workforce Managers

As a Workforce Manager, your role is crucial in ensuring that the right number of agents are available at the right times to meet service level agreements and maintain operational efficiency. This guide provides an overview of the key tasks you'll be managing.Manage Work Types and PresetsSet up

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Knowledge Base Article

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Getting Started for Workforce Managers