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Occasional Contributor
Occasional Contributor

Ability to browse TKB via Slack, for internal users

Hello, 

I received an interesting request from our Support team. Is there a way to integrate Slack and Khoros Communities so that users can browse through Knowledge Base Articles through Slack? 

Here is the scenario: 

The Support team has their own Slack channel where they talk about cases. Users are in the channel chatting about the case and want to look up a Compass article that may apply. They have to leave the conversation in Slack, open Compass, perform the search, copy the link and paste into Slack. 

That may not seem like a great deal of work, but to folks who are trying to resolve cases rapidly, that pivot can be disruptive. It would be beneficial if they could initiate a command in Slack that would allow them to browse and then share the article without ever leaving the chat.  

Has anyone else done anything like this? Is that even possible? Please share your thoughts, I would love to hear how you tackled similar scenarios in your community! 

 

FYI - there are two more discussions about Slack Integrations here and here

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Esteemed Contributor
Esteemed Contributor

Re: Ability to browse TKB via Slack, for internal users

Honestly, I love the idea of this integration, so much so I just looked up how I'll make it happen 🤣

So in our situation, we actually leverage Coveo as our search appliance - It ties together multiple sources of data (Khoros, our dotcom site, our help documentation site, SFDC content, etc).  So in this situation, we actually need to expose our Coveo instance w/ Slack, not Khoros directly.  Luckily, It looks like Coveo has a project out there to get me started to do the integration, allowing for users in slack to search & post content easily -> https://github.com/coveo-labs/slack-bot

So - May not be the most helpful answer in your specific situation, but there is definitely solutions for the the problem itself!

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Khoros Staff
Khoros Staff

Re: Ability to browse TKB via Slack, for internal users

Thanks for this post @rose_cobb and your comments @StanGromer

Glad to share that Community integration with Slack is on the cards. Four use cases we are considering as part of the solution planned as part of this year's roadmap.

1. Discuss in Slack:This will enable to quickly pull together a team in Slack to collaborate in real-time about a specific post in the Community. 

At times it is necessary to share a post from the Community with a specific set of people that can come together and disperse easily enabling a private back-channel conversation where the team can work together to discuss and resolve the issue quickly. 

2. Notifications: Get notified with a preview/snippet of the activity. This will be an additional option for Community notifications.

3. Engagement: This builds on notifications to enable quick & simple Community actions from Slack directly like Kudo, Mark as Accepted Solution, Un-subscribe etc.

4. Search: Search Community from Slack directly.

Hope this helps. We propose to extend this integration to other internal collaboration tools like MS Teams as well.

Please do share your feedback and also any additional use cases you would like us to consider. Please let us know if you would like more details or have any questions. 

- Khoros Product Team

 

 

 

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Occasional Contributor
Occasional Contributor

Re: Ability to browse TKB via Slack, for internal users

@StanGromer Thank you for sharing that! I like to hear how other communities tackle the same problem, it definitely helps with thinking of how we want to handle ours. 

@RahulHa I am happy to hear that Khoros is investigating this type of integration. The use cases that I am most interested in are 1. Discuss in Slack and 4. Search

Search actually sounds like what our teams are looking for, being able to search for articles so that they can quickly find and use that link in support responses. Did I infer that correctly or is Khoros going in a different direction with Search? 

 

Thanks again for your responses! 😄 

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Khoros Staff
Khoros Staff

Re: Ability to browse TKB via Slack, for internal users

@rose_cobb Yes, that is correct and is the the plan with Search.

@SumantMa 

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