Close the loop with Khoros Care for your CRM

Khoros Alumni (Retired)

12 months ago

CRM Connector for Khoros Care

If CRM systems are the brain of any customer-first brand, its heart is the customer support software that delivers lasting customer experiences. The best brands bridge the gap between support teams and valuable customer data, creating a cohesive ecosystem that fosters efficiency, customization, and ultimately, superior customer experiences.

Successfully linked author to CRM record

Included in Khoros Care, the new CRM Connector provides seamless integration between Care and

Salesforce* that enables agents to manage CRM records and cases while managing omnichannel conversations with customers.

*Integrations with non-Salesforce CRMs require a custom engagement with Khoros Professional Services

For more information on getting started with this integration, check out the help articles below:

What’s New?

The new CRM Connector goes beyond our previous capabilities by leaning into automation framework tools. Built on modern APIs, the new connector provides a highly-configurable integration that streamlines Care & CRM workflows creating better experiences across multiple customer segments.

	Previous CRM Connector	New CRM Connector
CRM Case Actions	Open / Edit / Link	Open / Close / Edit / Link
CRM Case View	View last three cases	View ALL cases
Other CRM Objects	-	View / Create / Edit / Link
Conversation Filtering	-	Filter by open / closed CRM cases
Conversation response from	Khoros Care	Khoros Care / Salesforce
Automation Rules	-	Automate contact and case creation/linking with Smartview-based Automation Rules
CRM Record Autofill	During manual record creation	During manual record creation / Leveraging Automation Rules
denotes premium features

The Premium Advantage

The premium version of the CRM Connector extends the ability to embed the Care Common Conversation Panel (CCP) directly into Salesforce so agents can easily access and review conversations related to their cases. It also allows for the use of Salesforce objects beyond Contact, Account, and Case. Lastly, it opens the door for automation which can eliminate agent intervention where needed.

Common conversation panel in Salesforce