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.

Co-Browsing Capability in Salesforce Console

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

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.

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.

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.

Sprinklr v2 API

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

Partial Updates for Universal Profile Fields

You can now partially update Universal Profile fields through the Sprinklr API, allowing more flexibility in managing data.

New Capabilities:

• Partial Updates: Update specific native or custom fields without overwriting all data.

• Multi-Value Picklists: Add or remove specific values from multi-value picklist fields.

Example: If a field contains X, Y, Z, you can add R, S or remove Z.

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.

Introducing Skill and Skill Category APIs

The new Skill and Skill Category APIs are introduced to manage agent skills and categories. With these APIs, you can perform the following actions:

• Create skill categories

• Create skills

• Update skill categories and skills

• Delete skill categories and skills

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.  

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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.  

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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.  

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.  

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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.  

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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 called Voice Inventory Extract Template 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. 

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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 Voice Inventory Extract Template 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. 

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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.

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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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