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Sprinklr Knowledge Base

Sprinklr’s unified Knowledge Base helps you deliver a superior self-help experience across the digital channels customers prefer — reducing agent contact volume and empowering customer service teams to leverage proven, consistent information to drive faster resolutions.​You can effortlessly create a

Knowledge Base

Service

Community

Knowledge Base Article

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Introduction to Sprinklr Knowledge Base

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IP Access Control List

The IP Access Control List (ACL) in Sprinklr VoiceConnect enables you to restrict SIP traffic to a set of trusted IP addresses. This setup is a key security measure to prevent unauthorized SIP requests from reaching Sprinklr’s voice infrastructure. Only the IP addresses you specify in this ACL can i

Sprinklr Service

New Article

20.10

Service

Knowledge Base Article

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IP Access Control List

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What is Ticketing Workflow?

A ticketing workflow provides a structured approach to managing customer issues from the initial contact to final resolution and reporting. This ensures seamless collaboration between front-office and back-office teams, promotes transparency, and helps organizations meet service-level agreements (SL

Sprinklr Service

New Article

20.10

Service

Knowledge Base Article

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Introduction to Ticketing Workflow

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How to Transfer Tags from Ads to Ad Comments via Rules

Get more insights into what people are saying about your products and prevent negative sentiments on your posts.​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 d

marketing

Ad Comment Moderation

Advertising

Paid Rules Engine

Knowledge Base Article

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Transferring Tags from Ads to Ad Comments

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Sampling and Assignment Policy Builder

The Sampling and Assignment Policy feature enables users to create sampling and assignment policies from templates through the QM persona. They can easily customize sampling conditions, can use new random sampling techniques, and trigger assignment policies through macros, significantly reducing con

Service

Knowledge Base Article

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Automated Sampling and Allocation

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What Can Cause TikTok Ad Accounts to Deactivate?

Sprinklr uses access tokens, which are provided by social networks, to connect to your social accounts. When an access token expires or becomes invalid, you must reconnect your social account to Sprinklr (see Re-Add a Deactivated Account in Sprinklr). Doing this generates a new token. Each social ne

marketing

Knowledge Base Article

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Troubleshooting & FAQs

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Agent Initiated Video Call

Step 1: Agent initiated video callAgents initiates the video call by clicking on the video icon in the care console which opens up video call setup screen. Agent will have option to turn off/on his mic/cameraStep 2: Customer receives video requestCustomer accepts video callVideo call notification co

marketing

Insights

social

Service

Knowledge Base Article

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User/Agent Journey

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Configure FAQ Tool in Agent Copilot

The FAQ Tool allows Agent Copilot to access and deliver accurate answers from training content using Retrieval-Augmented Generation (RAG). This ensures that responses are consistent, contextual, and based on trusted sources.Steps to Configure the FAQ ToolFollow the steps below to configure the FAQ T

Sprinklr Service

New Article

20.10

Knowledge Base Article

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Supported Tools

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What Can Cause Pinterest Ad Accounts to Deactivate?

Sprinklr uses access tokens, which are provided by social networks, to connect to your social accounts. When an access token expires or becomes invalid, you must reconnect your social account to Sprinklr (see Re-Add a Deactivated Account in Sprinklr). Doing this generates a new token. Each social ne

marketing

Knowledge Base Article

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Troubleshooting & FAQs

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Use Cases of Co-browsing

Following are some use cases of Co-browsing​Customer SupportAgents can use co-browsing to assist customers with navigating a website, filling out forms, or making a purchaseSales and DemostrationSales representatives can use co-browsing to give live demonstrations of a website or product and to answ

Service

Knowledge Base Article

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Use Cases

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Conversation Insights: Sharing & governance

PermissionsGovernance for the feature is supported at two levels:Module-level permissions: Control access to the Conversation Insights featureReport-level permissions: Control access to an individual Conversation Insights reportModule-level permissionsView: Ability to access the launchpad entry and

Insights

Knowledge Base Article

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Sharing & Governance

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Manual case creation

If there has been a conversation between your brand and a customer outside of the Sprinklr platform, you can manually create a case for that interaction in Sprinklr. By doing so, you can create a record of the conversation on the Sprinklr platform, which can be useful for tracking and monitoring cus

Service

Knowledge Base Article

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Create Manual Case

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Sharing to X / LinkedIn in Advocacy

Share to XYou can easily share Link, Image, and Video posts from Sprinklr advocacy to X by clicking on share and selecting the X account. While sharing a Link, Image, or Video post, you can write a caption for your post and then choose Schedule, Auto Schedule or Share Now. Share to LinkedIn You can

Advocacy - SES

social

Social - SES

Knowledge Base Article

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Content Sharing

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How To Add Youtube Keywords for Social Listening

IntroductionEnhance your YouTube data pool effortlessly with the YouTube Keywords Manager by Sprinklr. Now, you can register and deregister keywords specific to your brand or industry directly from the platform, without the need to raise any support requests. Seamlessly manage your keywords budget a

Insights

Knowledge Base Article

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Youtube Keywords Manager

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Set Priority Rank Node

The Set Priority Rank node allows you to control the order in which cases are assigned to agents within the same work queue. When multiple cases are waiting to be assigned and agents already have active work, the system uses Priority Rank to determine which case should be assigned first. Cases with

Knowledge Base Article

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Guided Workflow Canvas

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LMS in Quality Management Persona

User Learning Stats Widget in Agent Analytics PageQuality Managers have access to the User Learning Stats widget for specific agents on the Agent Analytics page. This widget displays the count of not started, ongoing, and completed learning content for each agent.By clicking View All, navigate to th

Service

Knowledge Base Article

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Learning Management System

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Click to Call

Note: Applicable only to Mobile Native SDK.Click-to-call enhances customer-agent interactions by automatically initiating a call when a chat session starts. This feature allows customers to instantly connect with an agent with a single click, enhancing the customer experience by ensuring faster and

Service

Knowledge Base Article

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Click to Call

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What can you do with Engagement dashboards?

Engagement within Sprinklr provides a way to manage your team's response workflows from organized dashboards. Sprinklr allows you to manage inbound messages across social channels through clear workflows that let you route and prioritize messages, respond, and provide quick and accurate resolut

Engagement

Engagement - SES

Create Channel Specific Column

social

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Knowledge Base Article

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Engagement Dashboard Fundamentals

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How Smart Routing Helps

Smart Assignment, an AI-powered routing feature, aims to connect customers with the most suitable care agents to ensure optimal outcomes and quick resolution of customer queries. It utilizes available customer data to intelligently match unassigned cases to the right agents.Features offered by Smart

Service

Knowledge Base Article

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Using AI in routing

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Design Effective Leaderboards to Recognise Champions

Advocacy platforms have grown in sophistication, enabling greater user engagement and customization. One of the key features contributing to this user-centric approach is the Program Leaderboard. But what exactly is it, and why does it matter? What are Program Leaderboards? Program leaderboards are

Advocacy - SES

social

Social - SES

Knowledge Base Article

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Gamification