This article provides detailed steps for creating and updating cases in Sprinklr using an Excel file template. It covers the mandatory fields required for case creation and updates and highlights non-editable system fields. By following this guide, you can efficiently manage bulk case operations via Excel.

To Bulk Create/Update Cases

1. Create the Excel File Template:

   • Prepare the Excel file with the required structure and data.

2. Create Pipeline:

   • Set the pipeline type to "Normal".

3. Select Source Type & Consumption:

   • Choose between "Excel file" or "SFTP".

   • Define the structure of the data (ensure the data type is “String”).

4. Create Sink Node:

   • Select the Sink Element: Universal Case.

   • Choose Universal Case Sink Option: Create or Update.

5. Map Fields:

   • Map the Excel columns to the Sprinklr fields (standard system fields vs. custom fields).

6. Activate the Pipeline:

   • Activate the created pipeline.

7. Manual Run:

   • Manually run the pipeline by uploading the final Excel file you want to process.

Additional Notes

• Modifying the Template:

  • If you modify the Excel template (e.g., introducing new fields), create a new pipeline and repeat the steps outlined above.

• Reusing the Template:

  • If there are no changes to the template, you can manually upload the same template with different data to the existing pipeline as many times as needed.

How to Create Excel File Template

• Always export the cases from the engagement dashboard and use that as a template.

To Create Cases

• Mandatory fields

  • ChannelType: This is the SNTYPE of the profile.

  • SenderID: This is the SNID of the profile.

• Sample Inputs

  1. Create Case Without Custom Fields

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  2. Create Case With Custom Fields

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To Update Cases

• Mandatory field

  • Case ID (Backend Asset ID) or Case Number (UI Case Number, without the # symbol in the Excel file).

• Sample Inputs

  1. Update Case With Custom Fields (Using Case Number):

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  2. Update Case With Custom Fields (Using Case ID):

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Few system fields that can't be edited:

• ChannelOwnerId

• CreatedByUser

• CaseCreationTime

• AssociatedMessagesCount

• LastAssignedTime

Note: Date type CF values cannot be updated via this process.

You can refer to this file as well: Case Creation & Update Template.xlsx

• Red highlighted: Unnecessary for the users to change – Non-editable.

• Green highlighted: Concrete standard fields that can be edited.

• Blue highlighted: Custom Fields (CFs) specific to each partner's environment that can also be edited.

FAQs