Sprinklr - Oracle B2C Service Integration connects Sprinklr Service product to Oracle B2C Service for Care on modern channels. Unify your customer care agent experience by enriching, deflecting and triaging appropriate interactions on modern channels to Oracle B2C Service from Sprinklr This will help in having a single system of record and 360° view of your customer.

Before You Begin

Make sure that Sprinklr Service is enabled in your environment. 

Use Case

• Create incidents and associated messages from Sprinklr into Oracle as Public note or Internal comment.

• Reply to social messages from Oracle using Sprinklr iFrame. 

• Map Sprinklr users to Oracle users. 

• Sprinklr governance, permission and user access controls on supported Oracle actions.

• Automate creation and association of messages to Oracle Incident.

• Report on Oracle Incident created from Sprinklr.

To Configure the Sprinklr App in Oracle Service Cloud

Case Creation in Sprinklr 

Auto Case Creation in Sprinklr 

• Automated workflow to creating cases is through Sprinklr’s Rule Engine and Webhooks.

• Once the customer sends a public or private message to the Brand, the message is then pulled into a queue. Based on the conditions set in Rule Engine, the value of the custom property Sent to Oracle is set as Oracle B2C Service for the message to trigger a webhook and create the case in Sprinklr and Oracle. 

Manual Case Creation in Sprinklr

• While in Sprinklr’s Agent Console, you are required to navigate to the Overview tab.

• Next, within the Custom Properties, scroll down to edit the custom property Send to Oracle manually. 

• Here your option for sending this case to Oracle B2C Service appears. After selecting the Oracle option, the configured rule is triggered to send the case to Oracle.

Oracle B2C Service Case in Sprinklr 

Agent Console

• In the Agent Console window, the column on the right side of the window will provide Profile, Message, and Case details. When looking at an inbound message you will be able to see an Oracle B2C Service Case ID associated with the message. 

• Clicking the Case ID opens the case in Oracle B2C Service (dependant on user permissions in Sprinklr and Oracle B2C Service). 

• If you do not have access to Oracle B2C Service, you can monitor the case status by configuring an associated Engagement Dashboard, Agent Console Dashboard, or queue designed to track case status.

• In the middle column of the Agent Console, you will see the conversations stream.

• Any agent and customer conversations handled through Oracle B2C Service inside Sprinklr is automatically reflected. 

Webhooks

• Configure a webhook to send a case to Oracle based on the custom field value. 

• On the Webhook detail window, select the custom field along with the condition to trigger different case subscriptions for creation, updating, deletion and message association change. For more information, see To Manage Webhooks.

Oracle B2C Service Case

All Cases

1. Log in to Oracle Service Cloud and click Navigation Menu icon  in the top left corner.

2. Select Incidents by Contact from the top drop-down menu, after selecting Incidents tab on the left Navigation Menu. 

3. Under Incidents by Contact pane, you will see the status of different cases under Status and clicking on one of the incident titles open their detail view. 

 ​Field Mapping

1. To open any desired case, click Open under Actions to view and access the summary tab.

2. In the Incident ID pane, under the Summary tab, you will see matching custom fields from Sprinklr. Edits to these fields are automatically updated and bi-directionally synced. Within the Summary tab the following fields are available:

   • Sprinklr Case Number

   • Contact

   • Customer

   • Subject

   • Status  

Social Profile 

1. In the Incident ID pane, under the Sprinklr tab, the case is visible under the Social Profile tab. In this tab, agents can see the same profile details from Sprinklr. 

   Note Fields on the profile and messages in Oracle are directly aligned with Sprinklr.

   

2. Also located under the Social Profile tab is a notes section. Use the Notes section to collaborate with colleagues. Oracle and Sprinklr users will be able to collaborate here. 

   Tip  This section is best for any internal notes, comments, or reminders around the case, profile, messaging, etc.

Case Response 

1. In the Incident ID pane, click the Sprinklr tab to see the full message history and respond to an individual message. 

   Note Message and Profile objects are pulled into Oracle B2C Service.

2. Within the Social Conversation tab under the Sprinklr tab, all publishing and engagement capabilities within the iFrame match Sprinklr’s publishing and engagement. 

   • You will have the same functions available while replying in Oracle B2C Service that they do in Sprinklr. The following functions are available in Oracle B2C Service cloud:

     • Tagging users

     • Using canned responses

     • Inserting links and images from asset manager

     • Using AI Intuition 

3. You can enter the response in the text box and select the Send button to publish on Social Media directly. Publishing and engagement happen in real-time between Oracle B2C Service and Sprinklr. 

   Note Agents working in Oracle B2C Service have access to the same workflow and assets that available to them in Sprinklr.  Optional fields can also be completed for reporting and tracking purposes on the right side of the window.  You can use the Social Conversations tab to see the full message history in the conversation stream and respond to an individual message.  Using Reply, Direct Message or a few other options, respond to the customer using the Write a Reply text input on the bottom of the iFrame.

Case Conversation

1. In the Incident ID pane, click the Summary tab to change the status to reflect the current status of the case. 

   • Changing the status to Waiting keeps the case open as the customer responds back and the agent is able to move to other pending cases.

   • Changing the status to Unresolved helps agents know what cases they need to take action on or come back to when details of the inquiry are better curated. 

Resolve Case

1. To resolve the case, click on the Status field under the Summary tab and mark the status as Closed. 

2. After changing the status, select Save on the top navigation bar to save the case status change.