# Custom Fields

# custom fields

[https://sprinklr.atlassian.net/wiki/spaces/CCAAS/pages/4618355531/Custom+Field](https://sprinklr.atlassian.net/wiki/spaces/CCAAS/pages/4618355531/Custom+Field "https://sprinklr.atlassian.net/wiki/spaces/CCAAS/pages/4618355531/Custom+Field")

Important thing to notice are asset types

### 1. Profile

- Represents the **end customer / contact profile** (the person you’re talking to).
- Use when the data is about the **customer themselves**, not about a single case or message.
- Examples:
    
    
    - Customer segment, VIP flag, language preference.
    - Opt‑out / unsubscribe flag.
    - Phone number or ID coming from CRM.

Profiles are used across interactions, so Profile fields are reusable for many cases/tickets.

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### 2. Case

- Represents a **ticket / case** in Sprinklr Service.
- Use when the data is **specific to one interaction / issue**.
- Examples:
    
    
    - Case reason, sub‑reason.
    - Channel type, journey step.
    - Internal resolution category, refund type, complaint code.

In the tickets KB, these are “ticket fields” implemented as **case custom fields**:  
<span data-card-url="https://sprinklr.atlassian.net/wiki/spaces/CCAAS/pages/5168890010/What+are+Tickets+and+Ticket+Fields+in+Sprinklr" data-inline-card="true"><span class="loader-wrapper" data-sentry-component="LazyIntersectionObserverCard" data-sentry-element="Component" data-sentry-source-file="LazyIntersectionObserverCard.tsx"><span data-testid="hover-card-trigger-wrapper">[<span class="_19itglyw _vchhusvi _r06hglyw _o5721jtm _1nmz9jpi _16d9qvcn _ca0qv77o _u5f31b66 _n3tdv77o _19bv1b66" data-sentry-component="IconTitleWrapper" data-sentry-element="Box" data-sentry-source-file="index.tsx" data-testid="inline-card-icon-and-title"><span class="_19itglyw _vchhusvi _r06hglyw">What are Tickets and Ticket Fields in Sprinklr?</span></span>](https://sprinklr.atlassian.net/wiki/spaces/CCAAS/pages/5168890010/What+are+Tickets+and+Ticket+Fields+in+Sprinklr)</span></span></span>

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### 3. Message

- Represents an individual **message / interaction event** (e.g., a single chat message, social post, email, etc.).
- Use when data changes **per message**, not per case or per profile.
- Examples:
    
    
    - Sentiment tag on a message.
    - Message category / intent.
    - Flags for certain keywords or compliance conditions.

Good for granular analytics and routing based on message‑level attributes.

---

### 4. Users (WFM)

- Represents internal **users/agents** in **Workforce Management**.
- Use when the data is about the **agent’s attributes** relevant for scheduling and routing.
- Examples (from WFM custom fields KB):
    
    
    - Workload group, shift pattern, skill cluster.
    - Region, site, employee type.

This is configured under WFM &gt; Settings &gt; Governance &gt; Custom Fields with **Asset Type = Users**:  
<span data-card-url="https://sprinklr.atlassian.net/wiki/spaces/CCAAS/pages/5386010806/Create+Custom+Fields+with+WFM+Entities" data-inline-card="true"><span class="loader-wrapper" data-sentry-component="LazyIntersectionObserverCard" data-sentry-element="Component" data-sentry-source-file="LazyIntersectionObserverCard.tsx"><span data-testid="hover-card-trigger-wrapper">[<span class="_19itglyw _vchhusvi _r06hglyw _o5721jtm _1nmz9jpi _16d9qvcn _ca0qv77o _u5f31b66 _n3tdv77o _19bv1b66" data-sentry-component="IconTitleWrapper" data-sentry-element="Box" data-sentry-source-file="index.tsx" data-testid="inline-card-icon-and-title"><span class="_19itglyw _vchhusvi _r06hglyw">Create Custom Fields with WFM Entities</span></span>](https://sprinklr.atlassian.net/wiki/spaces/CCAAS/pages/5386010806/Create+Custom+Fields+with+WFM+Entities)</span></span></span>