Knowledge Base Article

Aurora: Understanding the Salesforce connector components and their entities

You can configure and customize the Khoros Salesforce Connector to your need using the objects and entities described in this section. 

The following sections describe the objects in the Salesforce package:

Account Object

The Account object is the parent object for contacts. This helps in the grouping of individual users  for use in the "Supervisor view" in the Khoros Community.  This object uses the “Account Layout – Community” page layout, which displays account-related information.

Case Object

This section discusses the Case object and all the entities that are used with this component to create or modify page layouts, etc.

Object Name: Case

Purpose: This object stores case-related information that is created when either a post in the Khoros Community is escalated, or a private support case is created in the Case Portal.

Type: Custom Object

Page Layout: The “Case Layout - Community” page layout displays case-related information.

Entities:  

The following table describes all the entities that can be used on the "Case Layout - Community” page layout: 

Entity name

Type

Purpose

Name of the page layout where this entity is used

Agent Login

Custom Field

This field holds the login information about the agent.

Case Page Layout

Agent Comments

Custom Field

This field holds the comments of the agent.

Case Page Layout

Author Login

Custom Field

This field holds the login information of the author.

Case Page Layout

Agent Reason

Custom Field

This field holds the reason that the agent enters during case creation.

Case Page Layout

Last Case Comment

Custom Field

This field is used to store last comment added to a case.

Case Page Layout

Description RTE

Custom Field

Captures the rich text content (HTML)being fetched from Community Forums.

Case Page Layout

Community Tags

Custom Field

This field holds the list of tags that are attached to a case that is created using Khoros escalation.

This is a semi-colon ";" separated list.

Case Page Layout

Community ID

Custom Field

This field holds the Khoros community id

Case Page Layout

Community URL

Custom Field

This field holds the URL of the Khoros Community message corresponding to the case.

Case Page Layout

Latest Reply Time

Custom Field

This field captures the time of the latest reply on a Case.

Case Page Layout

Latest Reply User Role

Custom Field

This field captures the role of the user who posted the latest reply for a Case.

Case Page Layout

Latest Reply User Rank

Custom Field

This field captures the rank of the user who posted the latest reply for a Case.

Case Page Layout

Postback Options

Custom Field

This picklist or dropdown menu holds the postback options for case closure.

Case Page Layout

Topic_UID

Custom Field

This field holds the Message UID from Khoros community.

Case Page Layout

Thread ID

Custom Field

This field holds the ID of the thread containing an escalated message.

Case Page Layout

Khoros User Replied

Custom Field

This flag is used to determine if a Khoros community user has replied to a case.

Case Page Layout

Community User

Custom Field

This lookup field holds the identity of the community user who posted the message associated with the case.

Case Page Layout

Message UID

Custom Field

This field holds the messaged UID of a message from the Khoros community.

Case Page Layout

Message Posted

Custom Field

This field holds the date and time information of an escalated message.

Case Page Layout

Board ID

Custom Field

This field holds the Board ID of the Khoros community board containing the escalated post or message.

Case Page Layout

Author Rank

Custom Field

This field holds the rank information of the Author.

Case Page Layout

CommunityUser Reply

Custom Field

This is a Lookup field that links to the Khoros community user who replied to a case.

Case Page Layout

Board Name

Custom Field

This field holds the name of the Khoros community board containing the escalated post or message.

Case Page Layout

Community Postback Comment Object

This section discusses the Community Postback Comment object and all the entities that are used with this component to create or modify page layouts, etc.

Object Name: Community Postback Comment

Purpose: This object is used to store case comments posted by agents, as replies to the related Khoros post.

Type: Custom Object

Page Layout: The “Community Postback Comment Layout” page layout displays postback comment-related information.

Entities:

The following table describes all the entities that can be used on the "Community Postback Comment Layout” page layout:

Entity name

Type

Purpose

Name of the page layout where this

entity is used

Case

Custom Field

This entity is the parent entity for the Community Postback Comment object.

 

Postback Comment Page Layout

Subject

Custom Field

This field holds the subject of the Postback Comment.

Postback Comment Page Layout

Salesforce Agent

Custom Field

This field holds the information about the Salesforce Agent.

 

Postback Comment Page Layout

isNew

Custom Field

This field holds information about whether the comment is new or modified.

 

Postback Comment Page Layout

Thread ID

Custom Field

This field holds the ID of the thread containing an escalated message.

Postback Comment Page Layout

Postback Comment

Custom Field

This field holds the content in the body of the postback comment.

Postback Comment Page Layout

Messsage_ID

Custom Field

This field holds the Khoros Message ID of the postback comment.

Postback Comment Page Layout

Reply Message ID

Custom Field

This field holds the ID of the reply message that is created while posting a comment back to the  Khoros Community.

Postback Comment Page Layout

Post as Private Message

Custom Field

This field is used to specify if the postback comment is a private message or a public message.

Postback Comment Page Layout

Board ID

Custom Field

This field holds the Board ID of the Khoros community board containing the escalated post or message.

 

Postback Comment Page Layout

Agent Login

Custom Field

This field holds the username of the Agent who escalated the case.

Postback Comment Page Layout

Mark As Solution

Custom Field

This field is used to mark a comment as an accepted solution.

Postback Comment Page Layout

FullId

Custom Field

This field holds the 19-digit Salesforce ID of the postback comment.

Postback Comment Page Layout

 

Community User Object

This section discusses the Community User object and all the entities that are used with this component to create or modify page layouts, etc.

Object Name: Community User

Purpose: This object is used to store details about the Khoros community users.

Type: Custom Object

Page Layout: The “Community User Layout” page layout displays community user-related information.

Entities:

The following table describes all the entities that can be used on the "Community User Layout” page layout: 

Entity name

Type

Purpose

Name of the page layout where this

entity is used

# of Private Messages Sent

Custom Field

This field holds the number of private messages sent by a community user.

 

  • Community User Page Layout
  • Contacts page

# of Private Messages Received

Custom Field

This field holds the number of private messages received by a community user.

 

 

  • Community User Page Layout
  • Contacts page

# of Solutions Accepted

Custom Field

This field holds the number of solutions accepted by a community user.

 

  • Community User Page Layout
  • Contacts page

Total Minutes Online

Custom Field

This field holds the value of the total number of minutes a community user has been active on the Khoros community.

 

 

  • Community User Page Layout
  • Contacts page

 

# of Messages Read

Custom Field

This field holds the number of messages read by community a user.

 

 

  • Community User Page Layout
  • Contacts page

 

# of Posts Authored

Custom Field

This field holds the number of messages posted or authored by community a user.

 

 

  • Community User Page Layout
  • Contacts page

 

# of Page Views

Custom Field

This field holds the number of pages viewed by a community user.

 

 

 

  • Community User Page Layout
  • Contacts page

 

Is User Deleted?

Custom Field

This field holds the information about the current status of a community user. It shows whether a user is deleted or active in the community.

 

Community User Page Layout

User Profile Avatar URL

Custom Field

This fields holds the URL of the user’s Avatar in the Khoros Community.

 

Community Users page to populate the URL.

Administrative Notes

Custom Field

This field holds the administrative Notes of the community user.

Community User Page Layout

Community ID

Custom Field

This field holds the Community ID of the Khoros Community.

Community User Page Layout

 

Biography

Custom Field

This field holds the biography of the community user.

 

Community User Page Layout

 

User Homepage

Custom Field

This field holds the URL of the user’s personal webpage specified in the User Details page in Khoros community.

 

Community User Page Layout

 

Has Support Portal Access

Custom Field

This flag's value determines if the community user has access to the Support Portal in Khoros Community.

 

Community User Page Layout

 

Last Name

Custom Field

This field holds the last name of a community user.

 

Community User Page Layout

 

# of Kudos Received

Custom Field

This field holds the value of the total number of Kudos a community user has received.

 

Community User Page Layout

 

Contact

Custom Field

This field holds the lookup to a Contact that is associated with a community user.

Community User Page Layout

 

Community User URL

Custom Field

This field holds the URL of the user’s profile in Khoros Community.

 

Community User Page Layout

 

First Name

Custom Field

This field holds the first name of the community user.

 

Community User Page Layout

 

Email Address

Custom Field

This field holds the email address of the community user.

 

Community User Page Layout

 

Location

Custom Field

This field holds information about the location of the community user as stored in Khoros Community.

 

Community User Page Layout

 

# of Logins

Custom Field

This field holds the total number of times the Community User has signed in to Khoros Community.

 

Community User Page Layout

 

Khoros SSOID

Custom Field

This field holds the SSO ID of the community user. This field is populated from Khoros Community when user sync is run.

 

Community User Page Layout

 

Last Visited On

Custom Field

This field holds the timestamp of the last visit time of the community user to Khoros Community.

 

Community User Page Layout

 

Khoros User ID

Custom Field

This field holds the User ID of the Khoros community user.

Community User Page Layout

 

Community User SSO ID

Custom Field

This field holds the User SSO ID of the  Khoros community user.

Community User Page Layout

 

Rank

Custom Field

This field holds information about the rank of a community user.

 

  • Community User Page Layout
  • Contacts page

 

Roles

Custom Field

This field holds information about the roles granted to the community user in the Khoros Community.

 

  • Community User Page Layout
  • Contacts page

 

Registration Time

Custom Field

This field holds the registration timestamp of the user in Khoros Community.

 

Community User Page Layout

 

# of Fans/Followers

Custom Field

This field records the total number of fans or followers of the community user.

Community User Page Layout

 

 

Contact Object

This section discusses the Contact object and all the entities that are used with this component to create or modify page layouts, etc.

Object Name: Contact

Purpose: This object is used to store details about the contacts created during user synchronisation.

Type: Custom Object

Page Layout: The “Contact Layout - Community” page layout displays the Salesforce contact-related information.

Entities:

The following table describes all the entities that can be used on the  "Contact Layout - Community” page layout: 

Entity name

Type

Purpose

Name of the page layout where this

entity is used

Is Supervisor

Custom Field

This field records whether the community user is granted is the supervisor permissions or rights in Khoros Community.

Contact Page Layout

Community User

Custom Field

This field holds the lookup to a Community User that is associated with this Contact.

Contact Page Layout

User Type

Custom Field

This field indicates whether the Contact has an associated community user in Khoros Community.

 

Contact Page Layout

 

 

Khoros Feature Settings Object

This section discusses the Khoros Feature Settings object and all the entities that are used with this component to create or modify page layouts, etc.

Object Name: Khoros Feature Settings

Purpose: This setting holds the Khoros Feature Settings that are used to enable or disable various Khoros app features. 

Type: Custom Setting

Entities:

The following table describes all the entities that can be used with the Khoros Feature Settings component

Entity name

Type

Purpose

Name of the page layout where this

entity is used

User Sync: Create New Contact record

Custom Field

This field is used to specify whether contacts must be created for community users while performing user sync.

 

Feature Settings (In Custom settings)

User Sync: Link with Contacts

Custom Field

This setting is used to associate Contacts with Community Users when they share the same email address

 

Feature Settings (In Custom settings)

 

Private Message Object 

This section discusses the Private Message object and all the entities that are used with this component to create or modify page layouts, etc.

Object Name: Private Message 

Purpose: This object holds the private messages posted from a Case as a private message to the Community User.

Type: Custom Object

Page Layout: The “Private Message Layout” page layout displays the private messages-related information.

Entities:

The following table describes all the entities that can be used on the "Private Message Layout” page layout: 

Entity name

Type

Purpose

Name of the page layout where this

entity is used

Community Postback Comment

Custom Field

This field holds the parent postback message associated with this private message.

 

Private Message Layout

Case

Custom Field

This field holds the parent Case associated with this private message.

 

Private Message Layout

Body

Custom Field

This field stores the content in the body of the private message.

Private Message Layout

Sent By

Custom Field

This field stores information about which user sent the private message.

Private Message Layout

Recipient

Custom Field

This field stores information about which user received the private message.

Private Message Layout

Subject

Custom Field

This field stores the content in the Subject of the private message.

Private Message Layout

 

Related Content Object

This section discusses the Related Content object and all the entities that are used with this component to create or modify page layouts, etc.

Object Name: Related Content 

Purpose: This object is used to store information about the Related Content for a Case.

Type: Custom Object

Page Layout: The “Case page layout” page layout also displays information the related content linked to a page.

Entities:

The following table describes all the entities that can be used on the "Case page layout” page layout: 

Entity name

Type

Purpose

Name of the page layout where this

entity is used

Case

Custom Field

This field holds the parent Case associated with this Related Content.

 

Case Page Layout

Posted By

Custom Field

This field stores information about which user posted the content.

Case Page Layout

Content URL

Custom Field

This field stores the URL of the related content from the Khoros Community or Salesforce.

Case Page Layout

Posted On

Custom Field

This field stores the timestamp of the last modification made to the linked content.

Case Page Layout

Content Source

Custom Field

This field stores information about the source of the related content.

 

Example: Salesforce or Khoros Community.

Case Page Layout

Content ID

Custom Field

This field stores the content ID of the Related Content.

 

Case Page Layout

Content Type

Custom Field

This field stores information about the Content Type of the related content.

 

Example: SFDC Case, Community TKB, etc.

Case Page Layout

Content Title

Custom Field

This field stores the title of the related content.

Case Page Layout

Case Status

Custom Field

This field holds the status of the parent case to which the related content was posted.

Case Page Layout

Solution Object

This section discusses the Solution object and all the entities that are used with this component to create or modify page layouts, etc.

Object Name: Solution 

Purpose: A Solution record is created when a case is closed. The solution record captures the title and details of the solution. 

Note: Any other fields associated with this object are either deprecated or not used.

Type: Custom Object

Page Layout: The “Solution Layout - Community” page layout displays  information related to a solution.

Entities:

The following table describes all the entities that can be used on the "Solution Layout - Community” page layout: 

 

Other Entities 

This section describes all the entities that are not asscociated with any single component or object like the ones discussed above. These entities are used to perform various actions. This information is provided in the following table:

Entity name

Type

Purpose

Name of the page layout where this entity is used

KhorosIntegration

App

This is a Khoros Salesforce App which contains all the Khoros connector Related functionalities.

Salesforce Home Page

Khoros

Remote Site

This remote site setting allows Salesforce to connect with Khoros Community.

Remote Site Settings

SFSelf

Remote Site

This remote site setting holds the salesforce instance URL. (For internal use).

Remote Site Settings

Khoros Home Page Layout

Home Page Layout

This is the Default Home page for Khoros Salesforce app.

Khoros Home page

Federated Search

Home Page Component

This enables the Federated Search functionality on the Khoros Home page.

Khoros Home page

Non-Community Vs Community Contacts

Report

This report records the number of contacts created on a particular date on Khoros Community and Salesforce.

Report

Community Cases Vs Non-Community Cases

Report

This report records the number of cases created on a particular date in Salesforce.

Report

Case Comments with Community Content

Report

This report records the number of related content created on a particular date.

Report

Khoros (Lithium) Salesforce Integration Reports

Report Folder

This is a folder containing reports.

Folder containing reports

Private Message

Tab

This tab is used to navigate to private messages in Salesforce.

Tab

Community User

Tab

This tab is used to navigate to community users in Salesforce.

Tab

Federated Search

Tab

This tab is used to navigate to the Federated Search page.

Tab

Custom settings

Tab

This tab is used to navigate to the Custom Settings page.

Tab

Community Setting

Tab

This tab is used to navigate to the Community Settings page.

Tab

Community Postback Comment

Tab

This tab is used to navigate to navigate to community postback comments in Salesforce.

Tab

RelatedContent

Tab

This tab is used to navigate to navigate to related content in Salesforce.

Tab

Community Postback Report

Custom Report Type

This is a custom report type that enables you to create custom reports for postback comments.

Reports

Contacts with Community users

Custom Report Type

This is a custom report type that enables you to create custom reports for contacts and community users.

Reports

 

Updated 5 months ago
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