Entities are objects that are stored inside a database. There are 3 types of entities: System Entity, Standard Entity (Entities which are common across all partners like case/profile/task) and Custom Entity (Entities which are made customized to the requirement of the client). Every entity consists of multiple fields. Every Object inside an entity is called a record. Inside IVR, we have the option of fetching, updating old records as well as creating a new record for various entity types.

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Following are the standard entities types which can be fetched, created, and updated through Sprinklr IVR:

1. Case

2. Profile

3. User

4. Skill

5. Task

6. Message

7. Audience Lead

8. Lead Event

9. Custom Entities

As the nodes to fetch, create and update are similar for the above entity types, in this article we will take Case as an example.​

Manage Sprinklr Universal Case through IVR

Get Record

Get Record is used to fetch data from the database as per the filter provided during the configuration. There is an option of fetching a single record as well fetching multiple records. There is a limit of fetching a maximum of 100 records at one time. The option of sorting is also given.

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You can define the name of the variable in which you want to store the records that are fetched. In case of single records being fetched, the variable that is returned is an object whereas in case of multiple records, the variable that is returned is an array of objects.

Sample configuration for Get Records node-

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The description of the fields of the node is given below:

• Entity Type: There are three types of entities that are supported in Sprinklr i,e System, standard and custom entity. You can select the entity whose records you want to fetch through the node

• Variable Name: You can store the records that are fetched and use it anywhere in the guided workflow. The output is an array of objects. To convert it into maps use the following JSON snippet JSON_UTILS.toJson(var) and then JSON_UTILS.parseJson(var)

• Number of Records to get: You can either get a single record (i.e of all the records that are fetched only the first one will be returned) or you can fetch multiple records. 

• Filter Records: As the name suggests you can filter the records to be fetched while applying conditions here. 

• Sort Records by/Sort order: You can sort the records in an ascending or descending order based on a certain property.

​We can use the variable name and its properties anywhere in the IVR flow by selecting from the resource selector, for example- 

• Adding notes to case

• Using Variable in decision box

• Adding the variable in Operator Says/Gather Customer Response nodes

• Using variable in Update Record nodes

Update Record

Update Records helps to update the values of some fields inside a single/multiple records of a particular entity type. The updated object/list of objects will be stored in the name of the variable that can be defined by the user and can be converted into normal maps using the functions mentioned in the get record section.

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Update Records helps to update the values of some fields inside a single/multiple records of a particular entity type. The updated object/list of objects will be stored in the name of the variable that can be defined by the user and can be converted into normal maps using the functions mentioned in the get record section.

The description of the fields of the node is given below:

• Entity Type: There are three types of entities that are supported in Sprinklr i,e System, standard and custom entity. You can select the entity whose records you want to fetch through the node

• Number of Records to update: You can either update a single record (i.e of all the records that are fetched only the first one will be updated) or you can update multiple records. 

• When the following conditions are met:  Based on the conditions certain records will be fetched by the system that you can update.

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• Update the fields as follows: You can update the fields of the records filtered above. In the RHS you can select the field of the entity that you want to update, and in the LHS you select the value that it is to be updated with

• Variable Name: You can store the records that are fetched and use it anywhere in the guided workflow

Create Record

Create Records helps users to create records of a particular entity type and store that in the database. They have the option of tagging multiple fields with values being used in the guided workflow or with static data.

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