Sprinklr Self Serve vs Sprinklr Enterprise

Updated

10 months ago

This document provides a side-by-side comparison of the key differences between Sprinklr Service (Self Serve) and Sprinklr Service (Enterprise) for both the modules i.e. Social and Service to help you decide which package will best suit your needs.

DETAILED COMPARISON [SERVICE]

This part of the document provides a detailed side-by-side comparison of the minor differences between Sprinklr Service (Self Serve) and Sprinklr Service (Enterprise).

Submodules	Capability	Sprinklr Service (Self Serve)	Sprinklr Service (Enterprise)
Channels		22 (List below*)	35+
Agent Console	Customizable Layout	✗	✔
Agent Console	Custom widgets	✗	✔
Chatbot	Basic Bot builder	✔	✔
	Intent training assistance through Chat-GPT	✔	✔
	APIs in chatbots	Roadmap	✔
	Custom Trigger Conditions	✗	✔
	Entity Support	✔	✔
	Supported channels on WhatsApp	Roadmap	10+ Channels
Voice	Inbound Calling	✔	✔
	IVR	✔	✔
	Call controls and Aftercall work	✔	✔
	Standard Voice Report	✔	✔
	Voice Insights	✗	✔
	Basic Outbound Calling	✔	✔
	Outbound Calling Campaigns	✗	✔
	Voice Providers	Twilio	Twilio, Ozonetel, and Amazon
	Voice Bot	✗	✔
	Advanced IVR	✗	✔
AI features	Intuition Moderation	✔	✔
	Issue Detection	✔	✔
	Predicted CSAT	✔	✔
	Detractor Detection	✔	✔
	Chatbot Intents	✔	✔
	Smart Compliance	✗	✔
	Smart Comprehension	✗	✔
Automation		Ticket Creation and Ticket Updates Rules	Completely Customizable Rules with support for 10+ Rule Types for any kind of workﬂow
Reporting	Reports	Out-of-the-box Reports	Completely Customizable
	Customizable Widgets	✗	✔
	Configurable sharing permissions	✗	✔
Custom Fields	Ticket	✔	✔
	Agent	✔	✔
	Company Fields	✔	✔
	Contact	✔	✔
	Dependent Custom Field	✗	✔
	Controlling fields with intricate sharing options	✗	✔
Routing	Basic skill-based routing	✔	✔
Routing	Customizable skill-based routing	✗	✔
Knowledge Base and Community	Standard Templates with Basic Branding	✔	✔
	Help Center	✔	✔
	Customizable Brand Guidelines	✗	✔
	Multi-lingual Knowledge Base	✔[English, French, Norwegian, Spanish]	✔
	Community	✗	✔
CSAT Surveys		CSAT Survey with 3 Response Types (Emoji, Stars, Number)	Support for multiple question types which can be customized
Webhooks		JSON, XML, or form-encoded content in HTTP requests	Customizable Webhooks
Custom Apps	User developed apps that can be deployed onto Service Service (Self Serve).	✔ Custom integrations not supported, but custom apps are supported. Check details about custom app here	✔ Support for custom integration as per customer's need basis
Security and Personalization		Custom Domain, Personalised Login Page, SSO with SAML, I/P Whitelisting	Support multiple enhancements
Integrations	Salesforce	✔	✔
	Stripe	✔	✔
	JIRA	✔	✔
	Slack	✔	✔
	Zendesk Support	✔	✔
	Freshdesk Support	✔	✔
	Magneto	✔	✔
	Custom integrations	✗	✔
	Dynamics	✔	✔
Persona based Home Pages	Agent	✔	✔
	Supervisor	✔	✔
	Admin	✔	✔
	Quality Manager	✗	✔
Asset Management		Canned Responses and Voice Messages Repository	Add assets, templates, and canned responses with approval workﬂows
CSAT Predictions		✔	✔
Supervisor Console		✔	✔
Guided Workflows		✔	✔
Speech Analytics		Roadmap	✔
Quality Management		Roadmap	✔
Surveys		✔	✔
Smart Compose		✗	✔
Similar Cases		✗	✔
Co-Browsing		✗	✔
Smart Pairing		✗	✔
Workforce Management		✗	✔
Sandbox		✗	✔

This part of the document provides a detailed side-by-side comparison of the minor differences between Sprinklr Social (Self Serve) and Sprinklr Social (Enterprise).

PUBLISHING

Submodules	Capability	Sprinklr Social (Self Serve)	Sprinklr Social (Enterprise)
Facebook	Post with only Text	✔	✔
	Post with Image	✔	✔
	Facebook Carousel with CTA	✔	✔
	Facebook Live Video	✔	✔
	Facebook Reels	✔	✔
	Alt text for Images	✔	✔
	Add Targeting	✔	✔
	Add Gating	✔	✔
	Publish as Dark Post	✔	✔
	Publish as Draft Post	✔	✔
	Link Preview	✔	✔
	Branded Content Tagging	On FB	✔
	First Comment	✔	✔
	Location Tagging	✔	✔
	Hashtags Links	Roadmap	✔
	Boost Post	✔	✔
Twitter (X)	Tweet	✔	✔
	Thread	✔	✔
	Alt Text for Images	✔	✔
	Twitter - Video Thumbnail	Roadmap	✔
	Encoding for Videos	✔	✔
	Control Reply Visibility	✔	✔
	Enable Dark Post	✔	✔
	Enable Private Messaging	✔	✔
	Twitter Pro Media	✔	✔
	Geo Restriction	✔	✔
	Video Playback in Embedded Tweets	✔	✔
Instagram	Image Post	✔	✔
	Carousel	✔	✔
	Reels	✔	✔
	Story [Web]	✔	✔
	Story [Mobile - Adding music, text etc.]	✔	✔
	First Comment	✔	✔
	Location Tagging	✔	✔
	Public Account Tagging	✔	✔
	Instagram Grid Preview	✔	✔
	Create and manage Instagram Store sites through links in Instagram bio	✔	✔
YouTube	YouTube Post	✔	✔
	SRT File Upload	✔	✔
	Thumbnail	✔	✔
	YouTube - Privacy	✔	✔
	YouTube - Tags	✔	✔
	YouTube - Category	✔	✔
	YouTube - Playlist	✔	✔
	YouTube - License Attribution	✔	✔
	YouTube - Age Restriction	✔	✔
	YouTube - Allow Embedding	✔	✔
	YouTube - Sent Notification	✔	✔
LinkedIn	LinkedIn Post (Image & Video)	✔	✔
	Targeting	✔	✔
	Link Preview	✔	✔
	Alt Text for Images	✔	✔
TikTok	TikTok Posts	✔	✔
	TikTok - Allow Comments	✔	✔
	TikTok - Allow Duets	✔	✔
	TikTok Stories [Mobile]	✔	✔
	TikTok - Allow Stitches	✔	✔
Snapchat	Snapchat Story	✔	✔
	Snapchat Spotlight	✔	✔
	Spotlight - Add Locale	✔	✔
	Spotlight - Allow Save to Profile	✔	✔
Generic	UTM Tracking for URLs	✔	✔
	RSS Feeds	✔	✔
	Image Editor	✔	✔
	Automatically surfaces and recommends engaging hashtags to include in posts	✗	✔
	Assists content approvers with contextual guidelines for content enhancement	✗	✔
	Highlight non-compliant keyword as they are typed for faster reviewing	✗	✔
	Create unique copy for multiple channels at once	✔	✔
	Deploy multiple messages (date and time) by channel in a single publisher	✔	✔
	Schedule recurring posts	✔	✔
	Post automatically if there was a problem publishing with the API	✔	✔
	Create live content with Facebook Live video	✔	✔
	Publish content across multiple time zones	✔	✔
	Customize by Platform	✔	✔
	Draft, publish, schedule, and report on dark posts (aka unpublished posts)	✗	✔
	Active links to hashtags, pages, and at-mentions within the message posts	✗	✔
	Create and store text and image templates for publishing	✗	✔
	Kanban Dashboard to Manage publishing process (in draft, scheduled, published, waiting for approval, approved, etc.)	✗	✔
	In-line grammar and spell check across 10+ languages to avoid errors	✗	✔
	Pin Accounts	✔	✔
	Publishing Queue	✔	✗
	Approval Workflow (Including external approvers)	✔	✔
	Shorten URL	✔	✔
	Custom Fields	✔	✔
	Smart Scheduling/ Best Time to Publish	✔	✔
	Platform Specific Scheduling	✔	✔
	Bulk Scheduling	Roadmap	✔
	Campaign Brief Preview	✔	✔
	Campaign Tagging	✔	✔
	Tags	✔	✔
	Pause All Posts	✔	✔
	Set Mandatory Campaigns	✔	✔
	Make Campaign Mandatory	✔	✔
	Account Groups	✔	✔
	Send & Duplicate	✔	✔
	Send & New	✔	✔
	Minimize Publisher	✔	✔
	Quick Publisher - Without Preview	✔	✔
Integrations	Bit Ly	✔	✔
	Google Drive	✔	✔
	Salesforce	Roadmap	✔
	Canva	Roadmap	Roadmap
	One Drive	Roadmap	✔
	Bynder	✔	✔
Other channels	Tumblr	✗	✔
	Sina Weibo	✗	✔
	VK	✗	✔
	WeChat	✗	✔
	RenRen	✗	✔
	Viber	✗	✔
	Daily Motion	✗	✔
	WordPress	✗	✔
	SlideShare	✗	✔
	Flickr	✗	✔
	Foursquare	✗	✔
	NextDoor	✗	✔
	Discourse	✗	✔
	LINE	✗	✔
	TikTok	✔	✔
	Discord	✗	✔
	Yammer	✗	✔
	Facebook Workplace	✗	✔

ENGAGEMENT INBOX

Submodules	Capability	Sprinklr Social (Self Serve)	Sprinklr Social (Enterprise)
Overall Features	Filter Messages	✔	✔
	Organize and respond to inbound messages by channel type within a single view using monitoring dashboards	✔	✔
	Organize all inbound messages in Multiple Column Layout	✗	✔
	Search Messages	✔	✔
	Advanced Search (Boolean)	✗	✔
	Sort Messages by Date	✔	✔
	Contact 360 - Take additional actions, such as viewing profile information, with a single click	✔	✔
	Message History - Provide a view of historical, in-line messages for appropriate, contextual response	✔	✔
	Configure and customize dashboards to your preferred view	✔	✔
	Profile Notes	✔	✔
	Profile Custom Fields	✔	✔
	Message Custom Fields	✔	✔
	Bulk Actions	✔	✔
	Quick Actions/Macros	✔	✔
	Message Automations	✔	✔
	Inbox Reporting	✔	✔
	Inbox Export message details in column contents to an Excel spreadsheet	Roadmap	✔
	Inbox Insights	Limited out of the box report	✔
	Compact/Relaxed view switcher	✔	✔
	Allow your internal teams to manage editing, sharing, and visibility of dashboards/Views	✔	✔
	Share product recommendations in responses with integrated product catalogue	Roadmap	✔
	Mask new direct messages for data safety and GDPR compliance	✗	✔
	Integrate with Giphy to access a GIF repository when interacting with customers	✗	✔
	Utilizing the referral feature in Facebook Messenger to reply to customers in context	✗	✔
	Notify users via message alerts or tags to identify response status (Needs response, Response completed, Response being created)	✗	✔
	Automatically detect and flag spam	Roadmap	✔
	Detect fake accounts based on the account name, biography, and followers	Roadmap	✔
	Tag messages by status (Dark post, Hidden, Liked, Replied to, etc.)	To Do - Can add tags based on automation	✔
	Create, manage, and report on platform announcements	✗	✔
	Algorithmically assign an influencer score to social profiles	✗	✔
	Allow for tailored text classification of messages for brand customization	✗	✔
	Utilizing topic themes and theme tags to identify and route priority messages	✗	✔
	Archiving the message to remove from queue, but maintain reporting insights	✗	✔
	Incorporating chatbots to deflect inbound messages	Roadmap	✔
	Twitter Keyword based Stream	✗	✔
Reply Box Features	Image Attachments	✔	✔
	Video Attachments	✔	✔
	Emojis	✔	✔
	Documents Attachments	✔	✔
	GIFS	✔	✔
	Message Approvals	✔	✔
	Enable social media managers to craft responses with appropriate tone and content, minimizing the risk of publishing inappropriate responses	✗	✔
	Suggest contextual responses	✗	✔
	Product Link	Roadmap	✔
	Canned Response	✔	✔
	Surveys	✔	✔
Generic Message Actions	Reply	✔	✔
	Internal Collaboration (Message Notes) - Accommodate collaboration between internal teams to draft a best response	✔	✔
	Mark as Complete	✔	✔
	Tag	✔	✔
	Delete (from Sprinklr)	✔	✔
	Mark as Spam	✔	✔
	Assign message to a user or team	✔	✔
	Message Translation	✗	✔
	Export Thread	✗	✔
	Email Message	Roadmap	✔
	Save Message	Roadmap	✔
	Create Task on Message	✔	✔
Facebook Posts	Like	✔	✔
	Like from Multiple Accounts	✔	✔
	Comment	✔	✔
	Hide	✔	✔
Facebook Comment	Like	✔	✔
	Like from Multiple Accounts	✔	✔
	Reply to Comment	✔	✔
	Delete	✔	✔
	Hide	✔	✔
Facebook DM	Reply to Message	✔	✔
Tweet	Like	✔	✔
	Retweet	✔	✔
	Reply	✔	✔
	Hide	✔	✔
	Quote Tweet	✔	✔
Twitter DM	Reply	✔	✔
Instagram Post	Comment	✔	✔
Instagram Comment	Delete	✔	✔
	Reply	✔	✔
	Hide Comment	✔	✔
Instagram DM	Like	✔	✔
Instagram DM	Reply to Message	✔	✔
TikTok Comment	Reply	✔	✔
TikTok Comment	Like	✔	✔
YouTube Comment	Reject	✔	✔
	Hold for Review	✔	✔
	Reply	✔	✔
	Ban Author	✔	✔
LinkedIn Comment	Reply	✔	✔
	Like	✔	✔
	Delete	✔	✔
	Like from Multiple Accounts	✔	✔
LinkedIn Post	Like	✔	✔
	Like from Multiple Accounts	✔	✔
	Comment	✔	✔
	Delete	✔	✔

REPORTING

Submodules	Capability	Sprinklr Social (Self Serve)	Sprinklr Social (Enterprise)
Basic Reporting	Offer industry-standard, out-of-the-box dashboards	✔	✔
	Track KPIs (key performance indicators) using custom metrics	✔	✔
	Drilldown on metrics	✔	✔
	Tag outbound content to track campaign performance	✔	✔
	View cumulative data daily for insights into aggregate metrics	✔	✔
Advanced Reporting	Merging data from multiple sources and mapping it into a single report	✔	✔
	Applying analytics to specific domains to track performance	✗	✔
	Customizing dashboard views based on user context	✗	✔
	Creating smart content dashboards to identify what content type is used in brand posts	✔	✔
	Period-over-period reporting to track and set benchmarks on performance	✗	✔
	Adding pivot table widgets to plot multiple dimensions and metrics without exporting	✗	✔
	Integrate web analytics with Instagram shoppable store	✗	✔
	Setting the previous period’s date and time to create efficient reports comparing the data values from two different time periods	✗	✔
	Identify top drivers for any metric with AI-powered Smart Insights	✗	✔
	Providing more than 20+ dynamic data visualization widgets (charts, graphs, etc.)	✗	✔
	The ability to analyse visual messaging for deeper insights, e.g., emoji detection	✗	✔
Schedule and Export	Scheduling and on-demand exports	✔	✔
	Sharing dashboards with users/groups	✔	✔
	Scheduling reports which can be shared with non-users as well	✔	✔
	Export widgets in PPT, PDF, and Excel formats to add to business presentations	✔	✔

Paid Reporting	Facebook	✔	✔
	Instagram	✔	✔
	TikTok	✔	✔
	Linkedin	✔	✔
	Twitter/ X	✗	✔

RESEARCH & LISTENING

Submodules	Capability	Sprinklr Social (Self Serve)	Sprinklr Social (Enterprise)
Overall	Topic Creation	✔	✔
	Topic Reports	✔	✔
	Keyword List	✗	✔
	Listening Templates	✗	✔
	Influencers	✗	✔
	Quick Search	✔	✔
	Alerts	✔	✔
	Deep Insights - Network Clustering	✔	✔
	Smart Trends	✔	✔
Topic Sources	Facebook	✔	✔
	Instagram	✔	✔
	Twitter	✔	✔
	YouTube	Roadmap	✔
	Reddit	✔	✔
	Quora	✔	✔
	LinkedIn	✗	✗
	Glassdoor	✔	✔
	Apple App store	✔	✔
	Google Play store	✔	✔
	Tripadvisor	✔	✔
	Google reviews	✔	✔
	Web/News	✔	✔
Topic Setup	Boolean Keyword Query	✔	✔
	Themes	✔	✔
	Advanced Query Builder	✔	✔
	AI+ in Query Builder	✔	✔
	Preview Query Data	✔	✔
	Language Filters	✔	✔
	Location Filter	✔	✔
	Unlimited Mentions	✔	✔
	Twitter Specific Filters	✔	✔
	Save as a Stream in Inbox	✔	✔
Topic Reports	Performance Metrics	✔	✔
	Conversations	✔	✔
	Authors	✔	✔
	Messages	✔	✔
	Themes	✔	✔
	Engage with Conversations	✔	✔
	Filtering	✔	✔
Benchmarking	Creating a Brand	✔	✔
	Custom Dashboards	✗	✔
	Standard Dashboards	✔	✔
Insights	Product Insights	✗	✔
	Visual Insights	✗	✔
	Smart Theme Explorer	✗	✔
	Location Insights	✗	✔
	Audience Insights	✗	✔
	Media Insights	✗	✔
	Smart Trends	✔	✔
	Value Realization	✗	✔
Custom	Listening Dashboards	✗	✔
Custom	Benchmarking Dashboards	✗	✔
Settings	Products	✗	✔
	Locations	✗	✔
	AI Studio	✗	✔
Distribute	Display	✗	✔
	Presentations	✗	✔
	Exports	✔	✔
Alerts	Listening Smart Alerts Dashboard	✔	✔
Alerts	Benchmarking Smart Alerts Dashboard	✗	✔

ASSET MANAGEMENT

Submodules	Capability	Sprinklr Social (Self Serve)	Sprinklr Social (Enterprise)
Overall	Bulk Upload	✔	✔
	Drag and Drop Support	✔	✔
	Export assets in PDF format	✗	✔
	Produce a public URL of folders for external sharing and teamwork	✗	✔
	Create folders to segment and organize asset library. Create shareable subfolders with everyone	✔	✔
	Upload and use custom fonts that can be used to overlay text/copy on images	✗	✔
	Apply bulk actions and initiate workflows on multiple assets	✔	✔
	Background Upload	✔	✔
	Support communication streams directly on assets with notes, tags, etc.	✗	✔
	Upload and use custom fonts that can be used to overlay text/copy on images	✗	✔
	Support 10+ asset types with all industry standard formats (JPEG, PNG, GIF, etc.)	✗	✔
	Text Asset	✔	✔
	Video Asset	✔	✔
	Image Asset	✔	✔
	GIF Asset	✔	✔
	Background Upload	✔	✔
	Asset Approval Workflow - Set approval workflows for asset use and publishing	✔	✔
	Include annotations for image and video assets	✗	✔
	Nested Folders - Create and delete subfolders or mood boards dedicated to themes, campaigns, or teams	✔	✔
	List View	✔	✔
	Create and share public boards internally and externally	✗	✔
	Dynamic Asset Views - Boards	✔	✔
	Asset Search - Search asset manager by keywords that surface relevant content	✔	✔
	Set asset restrictions to prevent overuse or premature publishing	✗	✔
	Access in-depth asset performance analytics by channel	✗	✔
	Create out-of-the-box dashboards to track asset adoption and performance	✗	✔
	Favourites	✔	✔
	Control visibility of confidential assets	✔	✔
	Tag content to track performance and stay organized	✔	✔
	Image Editor - Edit assets while creating a post for channel compliance and best performance	✔	✔
	Customizable Asset Cards	✔	✔
	Filters - Quickly filter asset library by multiple filters (date created, date modified, publish count, total engagement, etc.)	✔	✔
	Publisher Uploaded Asset Save	✔	✔
	Sharing - Folders & Assets	✔	✔
AI	Enhance asset repurposing by suggesting high-performing assets	✗	✔
	Keyword detection in image and video media	✗	✔
	Discover similar assets	✗	✔
	Categorize assets based on AI tags	✗	✔
	Auto naming convention of assets	✗	✔
Asset	Asset - Fields	✔	✔
	Asset - Insights	✔	✔
	Asset - Collaboration	✔	✔
	Asset - Versioning - Associate asset versions (channel-specific, translated for localization, dimensions, etc.) for organization and comprehensive performance metrics	✔	✔
	Asset - Tasks	✔	✔
	Asset - Associated Posts	✔	✔

SETTINGS AND GOVERNANCE

Submodules	Capability	Sprinklr Social (Self Serve)	Sprinklr Social (Enterprise)
Platforms	Facebook	✔	✔
	Twitter	✔	✔
	Instagram	✔	✔
	LinkedIn	✔	✔
	YouTube	✔	✔
	TikTok	✔	✔
	Pinterest	✔	✔
	Google My Business	✔	✔
	TripAdvisor Reviews	Roadmap	✔
	Glassdoor	Roadmap	✔
	Yelp	✔	✔
	Google Play	✔	✔
	Apple App Store	✔	✔
	TrustPilot	✔	✔
	Google Analytics	Roadmap	✔
Global Governance	Users	✔	✔
	Teams	✔	✔
	Account Groups	✔	✔
	Tags	✔	✔
	Custom Fields	✔	✔
	Workspaces	✔	✔
	Marketplace/Integrations	✔	✔
	Custom Apps	✔	✔
	Custom Roles	✔	✔
	Profile Details	✔	✔
	Security	✔	✔
	Billing	✔	✔
	Notification Preferences	Roadmap	✔
	Link Sharing	✗	✔
Marketing and Research	Publisher Settings	✔	✔
	Quick Actions	✔	✔
	Automations	✔	✔
	Approval Workflows	✔	✔
	Publishing Queues	✔	✔
	Business Hours (For reporting)	Basic	✔
	CSAT Surveys	CSAT Survey with 3 Response Types (Emoji, Stars, Number)	Support for multiple question types which can be customized.
	Inbox Settings	Basic	✔
	Canned Responses	✔	✔
	VIP lists	Roadmap	✔
	Scheduled Delivery	Roadmap	✔
	Listening Sentiment Rules	Roadmap	✔
	URL Tracking	Roadmap	✔
	Mobile app	Roadmap	✔

*These 22 channels consist of: Email, Voice, SMS, Live Chat, Facebook Page, Facebook Ads, X [Twitter], Instagram, TikTok, LinkedIn Company Pages, LinkedIn Profile Accounts, YouTube, WhatsApp Business, Apple Business Chat, Telegram, Viber, Google Play, Apple App Store, Yelp, Trust Pilot, Google My Business, LinkedIn Ads.

General Overview of all channel capabilities on Sprinklr self-serve:

Email : Support for engagement

Voice: Support for engagement

SMS: Support for engagement

Live Chat: Support for engagement

LinkedIn Ads: Support for engagement

WhatsApp Business: Support for engagement

Apple Business Chat: Support for engagement

Telegram: Support for engagement

Viber: Support for engagement

Google Play: Support for engagement

Apple App Store: Support for engagement

Yelp: Support for engagement

Trust Pilot: Support for engagement

Google My Business: Support for engagement

Facebook Ads: Support for engagement

Snapchat: Support for only publishing

Facebook Page: Support for both publishing and engagement

X [Twitter]: Support for both publishing and engagement

Instagram: Support for both publishing and engagement

TikTok: Support for both publishing and engagement

LinkedIn Personal Profile: Support for both publishing and engagement

Linked Company Pages: Support for both publishing and engagement

YouTube: Support for both publishing and engagement

Any channel not mentioned in the above list is not supported on the Sprinklr Self-Serve platform.

Sprinklr Self-Serve Help Center

Sprinklr Self Serve vs Sprinklr Enterprise

DETAILED COMPARISON [SERVICE]

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Sprinklr Self Serve vs Sprinklr Enterprise

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DETAILED COMPARISON [SOCIAL]

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