Aurora: Postback options when working with Salesforce cases

Cases can be created in Salesforce through public message escalations and through the private support case portal.

Interacting with Private Support Cases

When working with Salesforce cases created through the private support case portal, agents use the "native" Salesforce case comment form. Marking a comment "public" will cause the comment to display to the community member on their case portal. When the community member replies through the case portal, their response appears as a new case comment.

Interacting with Cases from Public Message Escalations

When working Salesforce cases from escalated community posts, agents have several postback options:

Enter rich text in postback comments
Link Salesforce and Community content upon post-back
Post replies back to community when closing the Salesforce case
View case details about post-back activity
Reply to community members from Salesforce via private messages

Enter rich text in postback comments

When replying to community posts (by clicking the Community Postback button), agents can now use a rich text editor, as shown here:

Link Salesforce and Community content when posting back to the community

With the Salesforce Connector, agents can perform a federated search on the postback page before replying to the customer. Doing so enables agents to look for similar issues or solutions that are already available in the Khoros Community or Salesforce.

Then, the agent can add the content from the federated search results to the postback and reply to the customer by selecting the checkboxes next to the article in the Link to Postback column and then clicking the Link to Postback button, shown here:

The included content appears as linked titles in the reply, which the customer can click to open. (Any content the agent selects to send to the customer is also added to the case as related content and stored as a separate object linked to the Salesforce Case.)

If you later decide to remove the link from the reply, click the associated De-Select button:

Post replies back to community when closing the Salesforce case

When an agent closes a Salesforce case that is associated with an escalated message in the Khoros community, the agent has several post back options:

Post Case Closure Comments as Accepted Solution: posts the text entered as the Solution Title and Solution Details as a reply in the associated community message and marks that reply as an Accepted Solution.
Post Case Closure Comments as Reply: posts the text entered as the Solution Title and Solution Details as a reply in the associated community message.
Don’t Post back to Community: does not post any comments back to the community message.

Later, if community members post new replies, those replies are added as comments to the Salesforce case, which agents can then choose to reopen if further action is needed.

View case details about post-back activity

In the Salesforce Case Detail page, you can monitor all post-back activity so you can know when replies were posted, and each time an agent posts a comment back to the community.

Additionally, you can click on a community member’s name on the Salesforce Case Detail page to view more information about the member:

Reply to community members from Salesforce via private messages

You can reply to community members with private messages directly from Salesforce.

To send a private message to a community member from Salesforce:

In Salesforce, go to the desired Case and open its Case Details.
In the Community Postback Comments section, click New Community Postback Comment.
Enter your message and select Post as Private Message.
Click Save.