Sprinklr Unified Platform and Cross Products' latest 20.2 release introduces a range of exciting new capabilities to enhance integration flexibility and security and simplify workflows.

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Here are the key features included in Sprinklr's latest release:

Integrations

The following updates improve integration flexibility, enhance security, and simplify workflows for admins and agents.

Ability to Integrate SharePoint with Sprinklr DAM

You can now integrate SharePoint with Sprinklr’s Digital Asset Management (DAM) platform to upload various asset types such as documents, presentations, excel files, images, and videos directly into Sprinklr. You can then use the uploaded assets in your Sprinklr Projects, Tasks, Campaigns, Sub-campaigns, Messages, and Requests.

For more information, see SharePoint and Sprinklr DAM Integration.

Co-Browsing Capability in Sprinklr iFrame

Agents can now invite customers directly from the CRM conversation pane to a co-browsing session.

Features:

• Customer Control: Customers can accept or decline the invitation.

• Easy Access: The co-browsing option is available in the options menu of the conversation pane.

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Refer to Care Console iFrame for more details.

Enhanced Snowflake Integration: Schema Selection

Admins now have more flexibility in organizing exported data in Snowflake. During export setup:

• Schemas can be individually selected for each dataset

• Alternatively, schemas can be selected at the integration app level.

Refer to Integrate Snowflake with Sprinklr for additional details.

Sprinklr v2 API

The following updates enhance API functionality, streamline data management, and expand support for critical use cases.

Expanded Support for Missing Stream Types in Dashboard Read API

The Dashboard Stream Read v2 API now supports additional stream types to provide comprehensive access to data.

New Stream Types Added:

1. MESSAGES

2. BENCHMARKING_CONVERSATIONS

3. INBOX Channels:

• APPLE_APP_STORE

• ZENDESK

• YOUTUBE

• EMAIL

• YELP

4. GPLUS_BUSINESS_LOCATION_REVIEW

5. LINKED_IN_COMPANY_INBOX

Versioning Support in Asset APIs

Asset Create, Read, and Update APIs now support versioning to enhance content management. You can track and manage multiple versions of assets.

Refer to Sprinklr Asset Manager APIs for more details.

Introducing Skill and Skill Category APIs

The new Skill and Skill Category APIs are introduced to manage agent skills and skill categories.

With these APIs, you can perform the following actions:

• Retrieve details of skills and skill categories

• Create skills and skill categories

• Update existing skills and skill categories

• Delete skills and skill categories

Introducing External Authentication Credential APIs

The External Authentication Credential APIs allow you to seamlessly create and delete external API credentials within Sprinklr, enabling secure integrations with third-party applications.

Supported authentication methods include:

• OAUTH_TOKEN

• OAUTH_PASSWORD

• CUSTOM_AUTH

• JWT

• OAUTH_1

• API_KEY

• BASIC

• OAUTH_REFRESH

These APIs enable you to establish secure connections with external platforms, streamlining your integration workflows.

AI+ Studio

The following updates enhance AI+ Studio by offering greater flexibility in workflow design and expanding support for the latest AI models, enabling better performance and customization for your AI-driven processes.

Support for Anthropic's Claude Model

AI+ Studio now supports integration with Anthropic’s Claude models, offering advanced generative AI capabilities. This enables seamless interaction with Claude's models making it easier to enhance workflows.

Supported Claude Models:

• Claude 2.0

• Claude 2.1

• Claude 3 Sonnet

• Claude 3 Haiku

• Claude 3 Opus

• Claude 3.5 Haiku

• Claude 3.5 Sonnet

• Claude 3.5 Sonnet (New)

Refer to Add Anthropic as a Provider in AI+ Studio for more details.

Support for xAI

AI+ Studio now supports X AI’s latest models, Grok, enabling partners to leverage these cutting-edge capabilities in their workflows.

Supported Grok Models:

• grok-beta

• grok-2-1212

• grok-2-vision-1212

Refer to Add xAI as a Provider in AI+ Studio for more details.

Support for Sprinklr In-House LLM

Sprinklr In-House Large Language Models (LLMs) are now integrated into the AI+ Studio. Hovering over the "Sprinklr In-House" provider card reveals an action button: View Models.

Key Updates

• You can view the "Sprinklr In-House" provider directly in the Providers Record Manager (RM).

• All models under the Sprinklr In-House LLM are displayed for easy access.

Refer to Provider and Models Settings in AI+ Studio for more details.

Support for Multiple Model Types for AI Providers

AI+ Studio now offers support for multiple model types across supported AI providers. Models are now clearly categorized by type for each provider, simplifying the process of identifying and selecting the most appropriate model for your needs.

Deploy Use Case Using the Process Engine

Introducing Process Engine (Workflow Builder) for AI+ Studio in the "Deploy Your Use Cases" section. The Process Engine (Workflow Builder) is an intuitive, free-flowing canvas designed for creating and managing AI workflows. It supports both simple single-step tasks and complex multi-step processes, offering the flexibility and efficiency needed for seamless workflow design.

Refer to Configure Deployments in AI+ Studio for more details.

Dynamic Deployment Settings

You can now configure deployment-specific additional settings directly within AI+ Studio, allowing for more streamlined and tailored setup processes to align with your unique deployment requirements.

Key Updates

1. Custom Deployments

• Users can specify and adjust additional settings during deployment creation.

• Post-creation edits to these settings are also supported.

2. Default Deployments

• Users can view all deployment details, including basic and additional settings.

• Modifications to settings are restricted for default deployments.

Unified Data Connector

The following features are being introduced in Sprinklr Unified Platform's Unified Data Connector module.

Data Connector Export Module 

In a Data Connector Export Module, you can now export Raw Entity data and Entity Reports data to S3, an export destination, at specified intervals in a JSON format. Here the focus is on various System entities. Using a Data Connector Export Module, you can:

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• Apply a filter to several rows that can be exported.  

• Specify the Export Owner responsible for the export. 

• Choose a start date and finish date to schedule the export. 

• Decide on a regular export schedule, such as weekly or daily. 

• Share the settings with any user or user group. 

• Notify the user about the export via email or the Sprinklr platform.

For additional Information, please refer Data Connector Export Module.

Importing Source Agnostic Cases using Freshdesk Standard Connector 

The Freshdesk Standard Connector enables the user to import email and channel agnostic cases from Freshdesk into the Sprinklr platform. Using the Freshdesk Standard Connector eliminates the need for the customer to put the files in an SFTP/S3/GCS bucket in the Sprinklr specified format. 

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Freshdesk Standard Connector is a Recurring Connector that can create entities in the platform in a live pipeline like manner without any intervention from the user. These connectors need to be activated so that they can start fetching the cases in a live manner. For additional information, refer Configuring a Freshdesk Standard Connector.

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Voice Case Ingestion using Genesys Standard Connector  

The Genesys PureCloud Connector for Voice integrates the Genesys Cloud platform with Sprinklr's unified customer experience management system. Using the Genesys connector, you can import Voice cases into the Sprinklr platform. This provides enablement to manage voice interactions and provide seamless customer support directly from the Sprinklr platform. For additional information, refer Configuring Genesys Standard Connector. 

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Addition of mp4 as a Supported Format  

In the Source Specific Settings Screen for Voice cases, the Recording File Extension field now provides support for the following audio file formats: aac, mp3, wav, wma, ogg, opus, m4a, mp4. For details on this update, refer Configuring Source Specific Settings for Voice Cases. 

Addition of a New Integration Type: "Insert or Patch" 

Entity Specific Settings screen for Custom and Standard entities has an additional integration type in the dropdown. The integration type, Insert or Patch, has the capability to either insert or patch the chosen entity while creating a connector. For details on this update, refer Integration Types. 

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View Template Input File Format while Ingesting Voice or Live Chat Cases  

In the Source Specific Settings screen, while uploading a file using the Upload Sample File option, you can now download a template file to view the format required. You can view this option for all file-based connectors, SFTP, S3, GCS and file upload, for Live Chat and Voice cases. For details on this update refer Source Specific Settings for Voice Cases and Source Specific Settings for Live Chat.

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Selection of Attributes for Templates - Voice Inventory in Export Data Connector 

There is a new Template option in the dropdown menu on the Export Data Connector module's Data Type Selection screen. A template is an assortment of entity attributes and reports. A new Template configuration page appears when you fill out the Template-specific fields in the Data Type Selection screen. Here, you define a template's properties, custom fields, and reporting fields. For additional information on this option, refer Data Connector Export Module.

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Mapping Screen in Export Data Connector  

The Export Data Connector module now displays a Mapping screen with the fields chosen in the Data Type Selection screen. The Template Configuration screen's Ingestion File Attributes, Case Custom Fields, and Reporting Fields dropdown menus are used to choose the fields on the Mapping screen. You can also rename and rearrange the different labels in the Mapping screen as a user. For additional information on this option, refer Data Connector Export Module.

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Support for Bulk Import of Voice and Live Chat Cases via New Input Format 

Now a new Multi-Case file format is defined for Voice and Live Chat cases in addition to a Single-Case format. In a Multi-Case file format, a single zip file contains a metadata file and a message file that corresponds to multiple cases. Here in the metadata file there are more than one conversation id and many rows, where each row depicts one Case. For additional information refer Bulk Import of Voice and Bulk Import of Live Chat.

Sandbox

Language Translations to Move through Changesets or Refresh

A support is added for Language translations in the changeset migration for Survey and Reporting Dashboard, so that the users can move the configs seamlessly. Using this there is no need to separately add support for translations in the production environment, thereby, reducing any additional effort and increasing efficiency.

On a broader scale, the change ensures that widgets will now be updated if the dashboard is user-selected, the same applies to surveys.

Support for GTS in Intent Model Changeset

A support for GTS (Golden Test Set) is added in changeset when the intent model is migrated under Conversational AI.

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Display and Presentations

Threshold-based Visualizations

Supervisors and team leaders can now visualize the progress and effectiveness towards certain set benchmarks. With all new threshold widget visuals, it can be easily set up certain threshold scales to quickly gauge service level performance, SLA breaches, etc. with the ability to set up breach indications for quickly highlighting deviations.

Visual Guidelines and Dynamic Snap

The Display and Presentations builder is overhauled to support real-time dynamic visual guidelines and dynamic snapping for easier layout management, significantly improving the ease of arranging and managing widgets and layout components.

Geo Map Visual Enhancements

The Geo map widget now supports Listening Insights and Listening Explorer (Quick Search) to visualize the data depending upon your selection. Now while setting up, you can choose to drill down into a specific country from the design tab to see the state-level data pertaining to specific locations.

New Data Source: Advocacy

The latest release allows you to track and report on engagement and activity from your Advocacy network alongside social feedback. Using Sprinklr's Display/Presentations, you'll gain actionable insights into content performance, advocate activity, and more, which can easily be shared with your team.

New Data Source: Workforce Management (WFM) Reporting

WFM reporting enables workforce managers and team leaders to perform comprehensive monitoring and analysis through Sprinklr Service and Display (Service Command Centre). Easily track key KPIs, such as forecast and schedule adherence, conformance, and time-off reports, for enhanced performance insights.

Clone Data Source and Presets

You can now easily create and configure data presets, with the option to quickly clone and edit them as needed, streamlining setup time and enhancing efficiency.

Manage Grid Margins for Layout

Layout management is now more efficient, allowing you to customize grid lines and margins for specific canvas sizes. These adjustments can be easily made using the layout tab in the builder for Displays/Presentations.

Enhancements in Pie Chart Data Labels

The widget library now offers you enhanced pie charts with updated data labels, supporting both absolute and percentage values for each slice. You can also customize the scaling and slicing options, further improving the storytelling experience.

Improved Profile Widget Visual Experience

Displaying top profiles from social networks is now simpler with the enhanced dynamic profile widget, which showcases key metrics alongside your selected data and profile avatar icons.

Customize Max Character Limit in Gallery

When setting up galleries (v2) with post text enabled on cards, the maximum character limit can now be adjusted and configured via JSON, providing enhanced flexibility and greater control over design and visual elements.

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Thank you for using Sprinklr Unified Platform (Integrations) and Cross Products (Display and Presentations). The 20.2 release brings significant enhancements and new features designed to make your experience even better. If you have any questions or need assistance, please contact us at support@sprinklr.com.

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