Khoros Care updates do not require any downtime. This release will be deployed with no expected impact to your operations until you configure the new features. If you do not yet see the new features, they will be pushed to your system later in the week.

New Features

Secure Forms

Khoros is excited to announce the release of our Secure Forms feature for Care.

Secure Forms provide a safe and secure way to collect private information from your customers. With just a click, Agents can send a structured form through any private channel to collect data required for payment, authentication, and more.

Note: To use Secure Forms, you must enable certain password expiration settings or use Single Sign On (SSO/SAML) for your Care instance. For more details, see Overview of Secure Forms. Customers using Unified Access should contact their Customer Success Manager to confirm eligibility.

How it works

You can send forms through any of the private channels Khoros supports. For example, you can send a form in a Twitter DM, but not in a public tweet. 

Agents can use the new Forms tab in the author panel to choose and send from a list of enabled forms they have permission to use. 

Once the customer responds, only the same agent who sent the form can view secure information. The information expires after a set period of time, depending on how the form was configured, at which point it is permanently deleted. Information for non-secure fields can still be viewed by other agents and never expires.

Customers get the seamless experience they’re expecting from your brand, along with the reassurance that their data’s protected. Your agents get the information they need to resolve the issue while complying with data protection requirements such as PCI. 

Key features and benefits

Secure Forms complement other Care features you may already use for sensitive data, such as content filtering and redaction. We’ve built our forms to have powerful governance options for Admins and intuitive design for Agents.

As an Admin, you can:

• Build simple and complex forms with an elegant drag-and-drop interface
• Designate forms for use by certain teams or channels 
• Set expiration time for secure data on a per-form basis
• Choose which fields are required
• Customize branding for your forms
• Run reports based on custom and system-applied form tags

See Creating and Managing Secure Forms as an Admin for more details.

As an Agent, you can:

• Safely collect the customer PII needed for faster issue resolution
• Choose from suggested forms based on an author’s browser language
• See the customer’s answers to secure and non-secure fields
• Show and hide data on your screen for PCI compliance
• View conversation history to see when data was sent, received, and viewed

See Working with Secure Forms as an Agent for more details.

To learn more about the feature and how Khoros keeps data secure, see our Overview of Secure Forms.

Brand page mention support for Facebook

With this release, we’ve added support for ingesting brand mentions from Facebook. When a Facebook user mentions your brand in a post or comment on their timeline, you’ll be able to respond to it from Care.

Note: Brand mentions are ingested only when they occur within a public post or comment. Brand mentions in private messages are not ingested.

If Receive Page Mentions is already selected for your brand's Facebook integration, your brand will now automatically receive brand mentions from Facebook in Care. If this setting has not yet been enabled, refer to the steps below.

To enable brand mention ingestion for a Facebook integration:

1. Sign in to Khoros Care as an Admin user and go to Care Settings > Source Integrations.
2. Find your Facebook account in the list of integrations and click Edit.
3. Under Preferences, select Receive Page Mentions.
   
4. Click Done Editing.
5. To ensure that the new setting is saved, use the toggle to turn the integration Off, then back On. 

When a Facebook user mentions your brand in a post or a comment, the conversation is created in Care with the Brand Mention tag automatically applied. The author's name is displayed as an anonymous animal (e.g., Anonymous Rabbit), as the author's name is not provided by Facebook to Care. To view the author's full name in Facebook, click the Open in Facebook icon (square with diagonal arrow).