Troubleshooting
If a user is experiencing issues with Sprinklr, first confirm if there’s a platform issue. Do this by viewing the Platform Status page on Sprinklr’s website.
If issues persist, submit a support ticket with MSU by submitting an MSU Sprinklr Support ticket (see below). The ticket will be assigned to a staff member for review, and someone will contact the user to help resolve the issue. Alternatively, the user can fill out the form on the page linked below.
There are some issues that University Communications and Marketing will not be able to fix without external support. In these cases, University Communications and Marketing staff will escalate the problem to MSU’s technical support team at Sprinklr. In these instances, users will be notified and updated as the support case progresses.
MSU Sprinklr Support
Is a user experiencing Sprinklr access issues? Technical problems? Questions regarding features? University Communications and Marketing platforms group is here to help.
Quick Fixes to Common Issues
Publishing Issues
- Confirm the unit’s social media account is connected (see below), check “Down Detector” to determine if the social media platform is experiencing a service outage and check the Sprinklr Status page to determine if Sprinklr is experiencing a service outage.
- Check the scheduled post to confirm it was set to “Direct Publish.” If it was set to “Publish Via Mobile” the post must be manually pushed live by the person receiving the scheduled post notification (noted in the settings for the post).
Account Connections
- If posts are not publishing as scheduled or if a user receives an account connection notification, try reconnecting the social media channel following the instructions on the Channel Connections page.
Additional Learning Resources
Sprinklr is a robust platform with a lot of features, including some that MSU does not have a subscription to access. For that reason, University Communications and Marketing has created this documentation covering most of the features that campus users will use.
That said, there are additional resources provided by Sprinklr that go deeper into some features and discuss additional features. Sprinklr also offers a certification program (i.e., Sprinklr University) and a Customer Community for crowdsourcing solutions from other Sprinklr users around the world.
These resources are all listed under the Platform Help menu when a user clicks the Profile icon in the top right corner of the Sprinklr page after logging in to the system.
Explore a searchable database of documentation articles provided by Sprinklr. Requires Sprinklr user login to access.
View release notes from Sprinklr’s regular updates. Note: not all features are a part of the MSU subscription. Contact University Communications and Marketing at Comms.WebSupport@msu.edu to inquire about availability of features that are of interest to the unit.
Learn about Sprinklr’s platform certification program. This is optional; participation is not expected of MSU employees. Access from the Platform Help menu option listed under the user's profile icon in Sprinklr (top right corner).
Read and post to message boards and interact with users around the world to crowdsource ideas and solutions. Requires login to access.
Documentation updated: Nov. 1, 2024