How to Create a Guided Workflow
Updated
Standardized Templates for Guided Workflows
When Guided Workflows are enabled in a partner environment, standard templates for the most common use cases, such as web forms with and without inbound messages, and templates to edit, modify, or view data from Sprinklr entities, will be deployed automatically. This feature eliminates the need to build Guided Workflows from scratch, significantly reducing the time and effort required.
To Create a Guided Workflow
Click the New Tab icon. Under the Sprinklr Service tab, select Guided Workflows within Resolve.
Click Add Guided Workflow in the top right corner of the Guided Workflow Manager window to create a new guided workflow.
On the Create Guided Workflow window, add the following details.
Name: Give a name to your guided workflow.
Description: Provide a brief description of what this workflow is about.
Tags: You can categorize your workflow using tags or create new ones.
Additional Languages: For customer-facing guided workflows, if you wish to add additional languages for translation beyond the default supported ones, you can include them here.
Share Settings
Users/User Groups: Specify which users or user groups can access this workflow.
Execution Visibility Conditions: Specify when this workflow should be available for execution based on conditions related to case properties. You can group these conditions using "and/or" logic. This way, the workflow will be available within the Smart Assist widget or the third pane of Care Console only when the specified conditions are met.
Enablement note: To learn more about getting the "Execution Visibility Conditions" capability enabled, please work with your Success Manager.
Click Create in the bottom right corner.
Guided Workflow Manager
Guided Workflow Manager is a page that displays a list of all guided workflows and folders created within a partner. This tool allows users to create, edit, and organize guided workflows, and provides options for filtering, sorting, and searching based on multiple parameters. Additionally, users can perform actions on individual workflows or apply bulk actions to multiple workflows at once.
Folders
Folders are used for better organisation of guided workflows. On the top right hand side of the workflow manager, there is option of creation of folders which can be mapped under parent folders as well. There is also option of associating an image with folder.
Execute
Users are given the option to execute a guided workflow via the workflow manager. This facilities the testing of the workflow.
Edit Workflow
The Edit Workflow option opens the latest draft state for the guided workflow.
Edit Settings
The Edit Settings option allows users to modify the settings of a guided workflow, including its name, description, and background image if the workflow is used within a community.
Activate/Deactivate Guided workflow
The Activate/Deactivate Guided Workflow option enables users to enable or pause guided workflows.
Clone
The Clone option creates a new guided workflow with similar configurations in a paused state, with "Copy" added to the name of the workflow.
Share
The Share option enables users to control the visibility of a particular guided workflow by sharing it across a workspace or with specific users or user groups.
View Reports
The View Reports option provides insights into when, where, and how guided workflows were executed. Users can access a variety of metrics, including the number of times the workflow was executed, which paths were taken, how many times each user executed the workflow, and the dropout rate observed at each node. View Analytics icon in the top right provides Version History and Activity logs which can be used while auditing.
Add Tags
The Add Tags option enables users to add tags to guided workflows, which can be used to filter workflows in the Case Console. Tags can be selected from a pre-existing list or created as new tags.
