‎Sprinklr Service - Roles and Permissions

Sprinklr Service - Roles and Permissions

Updated

6 months ago

To ensure that the users on the Sprinklr platform are set up with the appropriate access to the Care features, you need to assign the right permissions to their roles.

In this article, you can find Care Permissions and their respective descriptions.

To review the basics of adding users, see Add a User, and to learn more about adding a role, see Add a Role.

Content

Media Asset

Permission	Description
View	Allows viewing the media asset.
Create	Allows creating a new media asset.
Edit	Allows editing the media asset.
Delete	Allows deleting the media asset.
View Detailed	Allows viewing detailed information about the media asset.
Comment	Allows adding comments to the media asset.
Export	Allows exporting the media asset.
Import	Allows importing media assets.
Download	Allows downloading the media asset.
Post	Allows posting the media asset.
Suggest	Allows suggesting the media asset.
Manage Featured Curation	Allows managing featured curation of the media asset.
Lock	Allows locking the media asset to prevent changes.
Manage Notification Config	Allows managing notification configurations for the media asset.
Request Asset Expiry Extension	Allows requesting an extension for the asset's expiry.
Manage Asset Restriction	Allows managing restrictions on the media asset.
Image Cropping	Allows cropping images in the media asset.
Image Color Adjustments	Allows adjusting the color of images in the media asset.
Image Overlay Text	Allows overlaying text on images in the media asset.
Image Overlay Images	Allows overlaying images on other images in the media asset.
Image Collage Templates	Allows using templates to create image collages.
Image Overlay Shapes	Allows overlaying shapes on images in the media asset.
Share	Allows sharing the media asset.
User Sharing	Allows managing user sharing settings for the media asset.
Delete Posts On Asset Expiry	Allows deleting posts when the media asset expires.
Initiate Workflow Process	Allows initiating workflow processes for the media asset.
Edit Dynamic Image Template	Allows editing dynamic image templates in the media asset.
Edit and Approve	Allows editing and approving the media asset.
Approve / Reject	Allows approving or rejecting the media asset.

Conversations

Dashboards

Permission	Description
View	View Engagement Dashboards.
Create	Create new Engagement Dashboards.
Edit	Edit dashboard configuration of Engagement Dashboards.
Delete	Delete Engagement Dashboards.
Clone	Clone Engagement Dashboards.
Processing Clock	Track the time the user spends on specific messages.
Lock	Lock Engagement Dashboards.
Create Columns	Create new columns in the Engagement Dashboards.
Edit Columns	Edit the configuration of existing columns in the Engagement Dashboards.
Delete Column	Delete columns in the Engagement Dashboards.
Export Column	Export columns in Engagement Dashboards.
Clone Column	Clone existing columns in the Engagement Dashboards.
Share	Share dashboards across workspaces.
User Sharing	Share dashboards with users/user groups of the current workspace.
Case Rating	View the Case Rating (given through Twitter NPS and CSAT responses) in the Engagement Dashboards.
Case Processing Lock	View Case Processing Clock.
Smart Alerts Dashboard	View Smart Alerts Dashboard.
Dashboard Manager View	Use the Dashboard Manager on the Engagement Home window.

Engagement

Permission	Description
Reply	Respond to messages within the Engagement Dashboards.
Archive/Unarchive	Archive or unarchive messages in the Engagement Dashboards.
Hide/Unhide	Hide or unhide messages in the Engagement Dashboards.
Like/Unalike	Like or unlike messages in the Engagement Dashboards.
Favourite/Unfavourite	Favorite or unfavorite messages in the Engagement Dashboards.
Remove Rating	Remove the rating (Like, Favorite, etc.) applied to a message.
Delete	Delete messages, wherever supported, in the Engagement Dashboards.
Mark Private/Public	Mark a published message private or public.
Approve/Reject/Hold	Moderate YouTube comments (when pre-moderation is configured natively).
Follow/Unfollow	Follow or unfollow Twitter accounts in the Engagement Dashboards.
Reopen/Close Topic	Open or close topics in the Engagement Dashboards.
Flag/Unflag	Flag or unflag content in the Engagement Dashboards.
Retire	Retire content.
Lock	Lock content.
Block	Block profiles.
Repost	Repost content.
Moderation Status	Update moderation status (when Ratings & Reviews are enabled).
Share	Share content.
Pin	Pin Content.
Change Sentiment	Change the sentiment of the content.
Boost	Boost content.
Export Conversation	Export the conversations.

Agent Console

Permission	Description
View	View dashboards in Agent Console.
Create	Create dashboards in Agent Console.
Edit	Edit dashboards Agent Console.
Delete	Delete dashboards in Agent Console.
Clone	Clone dashboards in Agent Console.
Processing Clock	View processing clock in Agent Console.
Lock	Lock dashboards in Agent Console.
Create Column	Create columns in Agent Console.
Edit Column	Edit columns in Agent Console.
Delete Column	Delete columns in Agent Console.
Export Column	Export columns in Agent Console.
Clone Column	Clone columns in Agent Console.
Lock Column	Lock columns in Agent Console.
Share	Share dashboards in Agent Console columns.
Case Processing Clock	View case processing clock in Agent Console.
Show Response Suggestions	View smart response suggestions in the middle pane of Agent Console.

Care Console

Permission	Description
View	Access and view Care Console.
Create	Create dashboards in Care Console.
Edit	Edit dashboards in Care Console.
Delete	Delete dashboards in Care Console.
Clone	Clone dashboards in Care Console.
Processing Clock	View processing clock in Care Console.
Lock	Lock dashboards in Care Console.
Create Column	Create columns in Care Console.
Edit Column	Edit columns in Care Console.
Delete Column	Delete columns in Care Console.
Export Column	Export columns in Care Console.
Clone Column	Clone column in Care Console.
Lock Column	Lock column in Care Console.
Share	Share dashboards in Care Console.
Case Processing	View case processing time in Care Console.
Show Response Suggestions	View smart response suggestions in the conversation pane of Care Console.
Show Filters	View filters in case stream.

Reporting

Dashboards

Permission	Description
Generate Widget API Payload	Creates a payload for the widget API to fetch or display report data.
Pbuc Value Dashboard	Provides a dashboard showing Pbuc value metrics and analytics.
Smart Content Intelligence	Delivers insights and analytics from smart content within the dashboard.
Export Dashboard Metadata	Exports metadata related to the dashboard configuration and settings.
Case Smart Theme Dashboards	Displays a dashboard with analytics on cases categorized by smart themes.
Inbound Message Smart Theme Dashboards	Shows a dashboard analyzing inbound messages grouped by smart themes.
Supervisor Console Dashboards	Offers a dashboard view tailored for supervisors to monitor and manage reports.
QM Dashboards	Presents a Quality Management (QM) focused dashboard with relevant metrics.
Add Drilldown Lens	Adds a drilldown feature to dashboards for deeper data analysis.
Integration Studio Dashboards	Provides dashboards for managing and monitoring integrations within the studio.
Account Notify Admin Bar View	Displays notifications and alerts for administrators in the dashboard view.
Modify Saved Date Range	Allows modification of the date range for saved reports and dashboard views.

Case Management

Case

Enablement note:

To learn more about getting the Edit Notes and Delete Notes permissions enabled, please work with your Success Manager.

Permission	Description
View	Access and view cases.
Create	Create cases.
Edit	Edit cases.
Delete	Delete cases.
Export Notes	Export notes of cases.
Edit Notes	Edit notes of cases.
Delete Notes	Delete notes of cases.
Merge Case	Merge cases.
Edit Non-Edidatable Cases	Edit non-editable cases.
Edit Assignee	Edit assignee of cases.
Edit Status	Manually change the case status in the overview tab of the case third pane.
Apply Macro	Apply macro on cases.
Update Tags	Update case tags.
Export Conversation	Export the customer conversation.

Case Maker

Permission	Description
View	Access and view Case Maker.
Create	Create Case Maker.
Edit	Edit Case Maker.
Delete	Delete Case Maker.

Care Community

Permission	Description
View	View and access Care Community.
Create	Create a new Community in Community Builder.
Edit	Edit the existing Community.
View Topic	View the topics created in Community Builder.
Create Topic	Create new topics in Community Builder.
Edit Topic	Edit existing topics in Community Builder.
Delete Topic	Delete existing topics in Community Builder.
View Category	Access and view categories in Community Builder.
Create Category	Create a new category in Community Builder.
Edit Category	Edit existing categories in Community Builder.
Delete Category	Delete existing categories in Community Builder.
Map Kb Folders To Community	Map Knowledge Base folders to Community.
Community Create Badge	Create new badges in Community Builder.
Community View Badge	Access and view badges in Community Builder.
Community Update Badge	Update existing badges in Community Builder.
Community Delete Badge	Delete existing badges in Community Builder.
Community Create Rank	Create new ranks in Community Builder.
Community View Rank	Access and view ranks in Community Builder.
Community Update Rank	Update existing ranks in Community Builder.
Community Delete Rank	Delete existing ranks in Community Builder.
Community Create Role	Create new roles in Community Builder.
Community View Role	Access and view existing roles in Community Builder.
Community Update Role	Update existing roles in Community Builder.
Community Delete Role	Delete existing roles in Community Builder.
Customize Labels	Customize labels in Community Builder.
Move Posts Bulk	It allows users to move all the posts from one topic to another.
Map Guided Workflow To Community	Map Guided Workflows to Community.

Setup

Campaign

Permission	Description
View	View and access Campaign.
Create	Create a Campaign.
Edit	Edit the Campaign.
Archive/Unarchive	Archive/Unarchive the Campaign.
Manage Visibility	Manage the visibility of the Campaign.
Manage Default Campaign	Manage default Campaigns.
Lock/Unlock	Lock/Unlock the Campaign.
Clone	Clone any Campaign.
Initiate Workflow Process	Initiate workflow (journey facilItator) for the Campaign.
Share	Share Campaign.

Announcement Banner

Permission	Description
Manage	Manage Announcement Banner.

Assignment Engine

MicrosoftTeams-image (202).png

Permission	Description
View	View and access Assignment Engine and Unified Routing.
Create	Create Assignment Engine and Unified Routing.
Edit	Edit Assignment Engine and Unified Routing.
Delete	Delete Assignment Engine and Unified Routing.
Switch Agent to PSTN	Allows switching an agent's call routing to PSTN.
Manage Agent Voice Settings	Configure and adjust agent voice communication settings.

Content Templates

Permission	Description
Create	Create a new content template.
View	View content templates.
Edit	Edit a content template.
Delete	Delete a content template.
Clone	Clone a content template.
Archive/Unarchive	Archive/Unarchive a content template.

Announcement

Permission	Description
Create	Create Announcement.

Marketing Journey

Permission	Description
View	View a marketing journey.
Create	Create a new marketing journey.
Deploy	Deploy a marketing journey.
Delete	Delete a marketing journey.

Smart Theme

Smart Theme Dashboard

Permission	Description
View	View Smart Theme Dashboard.

Service Cloud

Peer Care

Permission	Description
View	Access and view Agent Console (formerly Peer Care).

Supervisor Console

Permission	Description
View	Access and view Supervisor Console.
Create	Create dashboards in Supervisor Console.
Edit	Edit dashboards in Supervisor Console.
Delete	Delete dashboards in Supervisor Console.
Clone	Clone dashboards in Supervisor Console.
Share	Share dashboards in Supervisor Console.
Status change by Admin	Allows admins to change the user status.
Logout by Admin	Allows admins to change the login status of the users from Logged In to Logged Out.
Manage Columns	Manage columns of the dashboards.
Filter	Filter the dashboards.
Export	Export the dashboards.
All Users Accessible	Access all the users in Supervisor Console.
Supervisor Macros	Create and execute macros.

Knowledge Base

Permission	Description
View	Access and view Knowledge Base.
Create	Create articles in Knowledge Base.
Edit	Edit articles in Knowledge Base.
Delete	Delete articles in Knowledge Base.
Approve/Reject/Hold	Moderate articles in Knowledge Base.
Create Category	Create a category in Knowledge Base.
Edit Category	Edit category in Knowledge Base.
Move Category	Move category in Knowledge Base.
Delete Category	Delete category in Knowledge Base.
Approve Post Nomination	Approve community posts nominated for article creation in Knowledge Base.
Import	Import the articles.
Export	Export the articles.
Create Tag	Create tags.
Delete Tag	Delete Tags
Send for Localization	Send articles for translations.

Knowledge Base Custom Template

Permission	Description
View	Access and view custom templates.
Create	Create custom templates.
Edit	Edit custom templates.
Delete	Delete custom templates.

Knowledge Base Content Variable

Permission	Description
View	Access and view content variables.
Create	Create content variables.
Edit	Edit content variables.
Delete	Delete content variables.

Knowledge Base Language Setting

Permission	Description
View	Access and view language settings.
Create	Create language settings.
Edit	Edit language settings.
Delete	Delete language settings.

Survey Builder

Permission	Description
View	Access and view the Survey Builder.
Create	Create a survey in the Survey Builder.
Edit	Edit a survey in the Survey Builder.
Delete	Delete a survey in the Survey Builder.
Enable	Enable the Survey Builder.

Survey Analysis

Permission	Description
View Response	Access and view survey responses.
View Custom Fields	Access and view survey custom fields.
Edit Custom Fields	Edit survey custom fields.

Smart Response Model

Permission	Description
View	Access and view the Smart Response Model.
Create	Create Smart Response Model.
Edit	Edit Smart Response Model.
Delete	Delete Smart Response Model.
Deploy	Deploy Smart Response Model.

Operations Dashboard

Permission	Description
View	Access and view Operations Dashboard.

Manage Live Chat Applications

Permission	Description
View	Access and view the Live Chat Applications.

Manage Live Stream Applications

Permission	Description
View	Access and view the Live Stream Applications.

Live Users

Permission	Description
View	View Live Users.

Appointment

Permission	Description
Decline	Decline Appointments.

Appointment Configuration

Permission	Description
View	Access and view Appointment Configuration.
Create	Create Appointment Configuration.
Edit	Edit Appointment Configuration.
Delete	Delete Appointment Configuration.

Guided Paths

Permission	Description
View	Access and view Guided Workflows.
Edit	Edit Guided Workflows.
Deploy	Deploy Guided Workflows.

Similar Case

Permission	Description
View	View and access Similar Cases in Care Console and Agent Console.

PII Compliance

Permission	Description
View Unmasked PII Data	View unmasked PII data.

View Unmasked PII Entity

Permission	Description
Mask	View masked PII data.

Mask Direct Message Content

Permission	Description
Mask Direct Message	Mask the Direct Messages.

Audience

Audience Profile

Permission	Description
View	View an audience profile.
Export	Export an audience profile.
Edit Properties	Edit the properties of an audience profile.
Edit Contact Info	Edit the contact info.
Export Conversation	Export the conversation.

Sprinklr Voice

Manage Voice Applications

Permission	Description
View	View and access Voice Applications.
Edit	Edit Voice Applications.
Create	Create a new Voice Application.
Delete	Delete Voice Applications.

Voice IVR

Permission	Description
View	View and access Voice IVR.
Create	Create a new Voice IVR.
Edit	Edit Voice IVR
Delete	Delete Voice IVR.
Deploy	Deploy Voice IVR.

Dialer Profile

Permission	Description
View	View and access Dialer Profile.
Create	Create a new Dialer Profile.
Edit	Edit Dialer Profile.
Delete	Delete a Dialer Profile.

Dialer Outbound Segment Activation

Permission	Description
View	View and access Dialer Outbound Segment Activation.
Create	Create a new Dialer Outbound Segment Activation.
Edit	Edit Dialer Outbound Segment Activation.
View Audit Logs	View the audit logs.
Pause	Pause an outbound dialing segment.
Activate	Activate the outbound dialing segment.
Deactivate	Deactivate the outbound dialing segment.
Manage	Manage the outbound dialing segment.

After Call Work

Permission	Description
View	View and access ACW.
Create	Create a new ACW.
Edit	Edit ACW
Deploy	Deploy ACW.
ACW Callback	When the agent callbacks after the call is disconnected or terminated due to some reason.

Universal Bar

Permission	Description
Manual Dial	Dial the customer manually.

Care Console

Permission	Description
Outbound Call	Makes a direct call to the customer by clicking on the phone icon at the top of the conversational widget.
Call on hover	Hovers on the phone number shared by the customer in the conversational widget and makes a call to the customer if needed.

Call Controls

Permission	Description
Reject Call	Reject the Call.
Auto Answer	Switching from normal mode to auto-answer mode and vice-versa.
Select SIP Account	Ability to select the voice account from which webrtc connection will be established.
Transfer to External	Redirect the call to an external number.
Transfer to IVR	Transfer customer calls to IVR.
Transfer to Agent	Transfer customer calls to any other agent.
Transfer to Queue	Transfer customer calls to any queue.
Blind Transfer	Blind transfer the customer call ( Agent or Queue) depending on Transfer to Agent and Transfer to Queue permissions.
Merge Warm Transfer	Warm transfer the customer call ( Agent or Queue) depending on Transfer to Agent and Transfer to Queue permissions
Add Contact to Call	Add any contact in the conference call with the customer.
Add Number to Call	Add any number from the dial pad in the conference call with the customer.
Add Agent to Call	Add any Agent in the conference call with the customer.
Add Agent from Queue to Call	Add any Agent from a specific Queue in a conference call with the customer.
Voice Pause Recording	Pause the Voice Recording during the call.
Voice Resume Recording	Resume the Voice Recording during the call.
Barge-in	Barge in on a call, which means that the supervisor has joined a “conference call” with the customer and the agent.
Whisper	Voice: When an agent is on a call, the supervisor can whisper to the agent. Digital: Whispering in digital is the same as adding notes.
Snoop	When the agent is on a call, the supervisor can listen to the conversation between the customer and the agent without letting the agent and the customer know.
IVR Conference	Adding IVR into the conference call with the customer.
ISD Calling	When the agents make international calls, it is used to control both Manual and Automated Dialer based calling.
PSTN Enabled	Allow calls through the Public Switched Telephone Network.
Dial On New Number	Initiate a call to a newly provided phone number.
Redial On Same Number	Re-attempt a call to the same number.
Case Outbound Calling	Make outbound calls related to a specific case.
Redial on Profile Phone Numbers	Attempt calls on numbers listed in the profile.
Cancel Voice Recording	Stop the ongoing voice recording.
Snip Recording	Trim a section of the recorded call.
Voice Continuous Listen	Enable continuous monitoring of voice communications.
Override DNC for Manual Calls	Allow manual calls to numbers on the Do Not Call list.

Schedule Callback

Permission	Description
Schedule Callback	Schedule a callback to Agent, Queue, or Self.
Schedule Callback with Agent	Schedule a callback with the Agent.
Schedule Callback to Queue	Schedule a callback to Queue.
Cancel Schedule Callback	Cancel Schedule Callback.
Callback Reschedule	Reschedule a callback to Agent, Queue, or Self.

Data Management Platform

Permission	Description
View	View and access Data Management Platform.
Edit	Edit Data Management Platform.
Dmp Share	Share data sets and segments within the Data Management Platform.
Export	Export Data Management Platform.

Suppression List

Suppression list: A list of items, for example, customer contacts that will be kept aside and will not be used by Agents.

Permission	Description
View	View and access the Suppression List.
Create	Create a new Suppression List.
Edit	Edit Suppression List.
Delete	Delete Suppression List.

Call Thresholding

Call Thresholding: The number of calls that are on the threshold made by the customer to the brand.

Permission	Description
View	View and access Call Thresholding.
Create	Create Call Thresholding.
Edit	Edit Call Thresholding.
Delete	Delete Call Thresholding.

Voice Recording

Permission	Description
Download	Download voice recordings.

Care Alert Manager

Permission	Description
View	View and access Care Alert Manager.
Edit	Edit Care Alert Manager.

Custom Dictionary

Enablement note:

To learn more about getting this permission enabled, please work with your Success Manager.

Permission	Description
View	Use 'Add to Dictionary' functionality in Agent/Care Console.

Sprinklr Video

Video Chat Recording

Permission	Description
View	Access and view Video Chat Recordings.

Video Chat Background Image

Permission	Description
View	Access and view Video Chat Background Images.
Create	Create Video Chat Background Images.
Edit	Edit Video Chat Background Images.
Delete	Delete Video Chat Background Images.

Video Call Controls

Permission	Description
Video Call Auto Answer	Auto-answer Video Calls.

Care Console

Enablement note:

To learn more about getting the Outbound Call permission enabled, please work with your Success Manager.

Permission	Description
Outbound Call	Makes a video call to the customer by clicking on the video call icon at the top of the conversational widget in Care Console.

Conversational AI

Discovery Runs

Permission	Description
View	Access and view Discovery Runs.
Edit	Edit Discovery Runs.
Delete	Delete Discovery Runs.

Message Pre-Processing

Permission	Description
View	Access and view Message Pre-Processing.
Edit	Edit Message Pre-Processing.
Delete	Delete Message Pre-Processing.

Message Processing

Permission	Description
View	Access and view Issue Type Intents, Issue Types, Dialogue Intents, Entities, and Slots.
Edit	Edit Issue Type Intents, Issue Types, Dialogue Intents, Entities, and Slots.
Delete	Delete Issue Type Intents, Issue Types, Dialogue Intents, Entities, and Slots.

Message Dialogue

Permission	Description
View	Access and view FAQ Bots and Dialogue Trees.
Edit	Edit FAQ Bots and Dialogue Trees.
Delete	Delete FAQ Bots and Dialogue Trees.

Message Testing

Permission	Description
Create	Create Intent Test Projects.
Validate	Validate Intent Test Projects.
Review	Review Intent Test Projects.

Message Deployment

Permission	Description
View	Access and view Deployment Settings.
Edit	Edit Deployment Settings.
Delete	Delete Deployment Settings.

Bot Reporting

Permission	Description
View	View Bot Reporting.

Forms

Secure Forms

Permission	Description
Create	Create Secure Forms.
View	View and access Secure Forms.
Edit	Edit Secure Forms.
Delete	Delete Secure Forms.

Proactive Prompt

Permission	Description
View	Access and view Proactive Prompts.
Create	Create Proactive Prompts.
Edit	Edit Proactive Prompts.
Delete	Delete Proactive Prompts.

Audit Checklist

Audit Checklist Responses

Permission	Description
View	Access and view audit checklist responses.
Edit	Allows editing entries in the audit checklist.
Delete	Allows deleting entries from the audit checklist.
Global Edit	Allows editing multiple entries across the audit checklists globally.
Global Delete	Allows deleting multiple entries from the audit checklists globally.
Mask Auditor	Allows auditing masked or anonymized data within the audit checklists.
Peer to Peer Calibration	Allows calibration and verification of audit entries between peers.

Audit Checklist

Permission	Description
View	Access and view the Audit Checklists.
Create	Create Audit Checklists.
Edit	Edit Audit Checklists.
Delete	Delete Audit Checklists.
Calibrate	Calibrate the Audit Checklists.

Co-Browse

Permission	Description
Request Co Browse	Request the Co-browse session.
Join Co Browse	Join the Co-browse session.

Workforce Management

Forecasting

Permission	Description
View	View the forecasting report.
Edit	Edit the forecasting report.
Create	Create the forecasting report.
Delete	Delete the forecasting report.
Manage Adjustment	Add/edit/delete adjustments to the report.
Release	Release the forecasting report.

Staffing

Permission	Description
View	View the staffing report.
Create	Create the staffing report.
Edit	Edit the staffing report.
Delete	Delete the staffing report.
Manage Service Level Metrics	Add service level metrics.
Release	Release the staffing report.

Scheduling

Permission	Description
View	View the scheduling report.
Create	Create the scheduling report.
Edit	Edit the report, includeing shift edit as well.
Release	Release the report.

Agent Schedule

Permission	Description
View	View your schedule.

Time Off Request

Permission	Description
Create Request	Access the time off widget to request time off.
Manage	Review & approve/reject the requests.
All Users Accesible	View time off requests for all users.

CRM Studio

Entity Studio

Permission	Description
View	View and access Entity Studio.
Edit	Edit the Entity Studio.
Create	Create a new Entity Studio.
Delete	Delete an Entity Studio.