Submodules

Capability

Sprinklr Service (Self Serve)

Sprinklr Service
(Enterprise)

Channels 

22 (List below*)

35+

Agent Console 

Customizable Layout

✗

✔

Custom widgets

✗

✔

Chatbot 

Basic Bot builder

✔

✔

Intent training assistance through Chat-GPT

✔

✔

APIs in chatbots

✔

✔

Custom Trigger Conditions

✗

✔

Entity Support

✔

✔

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

✔

✔

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]

✔
[Multiple languages]

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 

Standard out of the box - Custom Domain, SSO with SAML, I/P Whitelisting

All selfserve plus other custom 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 

✗

✔

Quality Management 

✗

✔

Surveys 

✔

✔

Smart Compose 

✗

✔

Similar Cases 

✗

✔

Co-Browsing 

✗

✔

Smart Pairing 

✗

✔

Workforce Management 

✗

✔

Sandbox 

✗

✔

Submodules

Capability

Sprinklr Service
(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 Tickets to track 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 

✔

✔