New User Needing Help Getting Started
eric.rabell
Published:
01/09/26 7:43 PM
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Hi everyone!
My team has recently joined Sprinklr and we used to use a different platform that was much more locked-down and the terminology/workflow was very different.
Currently I am trying to learn how to use Sprinklr and I am very excited about the possibilities within Sprinklr but I am running into some issues with figuring out the platform.
We ingest comments/messages from Facebook, Instagram, X (formerly Twitter), and Reddit.
This data is assigned a case # as it is ingested so anyone from my team can claim the case, work it, then close the case once it is resolved. If that person logs out for the day, the case then goes back into the backlog for someone else to continue the interaction.
Half the team uses the Care Console to work out of and the other half uses a custom dashboard.
- How do I find out what data goes into the Console? Is that within the Rule Engine?
- How do I customize this data so let's say that we find out that a specific scenario is not showing up and fix that?
- Is there a guide on how the Rule Engine works?
For the Care Console side, I want to be able to add new social accounts like different subreddits to be able to respond to those as well but when I set up a dashboard for Reddit, that data is not being assigned a case # and I cannot apply case macros or close those cases - I can only archive them so the workflow is not the same as regular social media.
I am also doing some monthly reporting on how many messages we receive publicly and how many we receive privately divided by two different brands that we report. I've tried to set up some widgets that show how many public messages we receive, how many we respond to, how many private messages we receive, and how many messages we send.
I've tried to go through every option while setting up a reporting dashboard but there are so many options and I don't know what the many options mean. I've gone through the glossary and some terms are not in there.
I can mostly start running once I know the basics but getting started is difficult without a manual or instructions so I've gone through the Help guides but I am lacking some options that they lay out as being needed.
I've also watched their YouTube channel for what I'm looking for but I can't seem to find my situation.
Is there anyone here that can help me with any of the above? I am very excited to have Sprinklr as a playground and I want to make the most of it but I am sure that there's a more efficient way to do what I am trying to do
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Allison Fasching
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12/01/2026
Hello Eric! Welcome to Sprinklr and Sprinklr Community! Sprinklr is a highly customizable tool, so it may require you to solve for solutions in a layered approach! You mentioned you were learning, so let's start with some basics, see if these help!
Here are some basic breakdowns, with links to our knowledge-base, that may help you dive a bit deeper.
1. What data goes into the Care Console? Intro to Care Console/Agent Desktop
Yes, the Rule Engine plays a key role here. When messages are ingested from social channels (Facebook, Instagram, X, Reddit), rules determine:
If something isn’t showing up, check:
2. How to customize what appears in the Console
3. Guide for Rule Engine.
Sprinklr Help Center has a detailed article:
Rules Engine Overview.
It explains triggers, conditions, and actions for routing, tagging, and case creation.
4. Adding new social accounts (e.g., Reddit)
5. Reporting basics
Sprinklr Care Reporting widgets use Metrics (KPIs like AHT, Case Volume) and Dimensions (categories like Agent, Channel, Date) to build reports; you select a Visualization, choose relevant metrics/dimensions, and use Filters for focus, with pre-built options in the Widget Library or creating from scratch via the Widget Builder, often starting from a template dashboard. Focus on understanding core concepts like Metrics (what you measure) vs. Dimensions (how you slice data) and use the Widget Library for common use cases to grasp functionality quickly, referring to Help Guides for specific terms like "Explore Lenses" for drill-downs
For monthly reporting:
Hoping this will answer some of your questions and get you started! In addition we have the Demo Center, Sprinklr University, How To Videos.
LMK if/when you have additional questions!
eric.rabell
10 days
ago
12/01/2026
Thank you Allison, this is a great amount of resources to sink my teeth into and learn. I was able to set things up to about 75% of what we need with the help of Gemini though much of the information it was giving me was out-dated or not applicable in our build so there was some fun trial an error but I am very happy with the capabilities and freedom that we have!
I'm very excited to learn more!