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
• New password security settings
• Password expiration
• Previous password restriction
• Updated HTML Editor for Community conversations
• Tools and improvements
• Care Analytics
• TAR threshold supports time increments in seconds
• Manage View
• Source Tags Enhancements
• Additional Input Channels
• Post Column History
• You found it. We fixed it.
• Response
• Manage View

New Features 

New password security settings

Password expiration 

To better protect your data and your customers’ data, Khoros is continuously enhancing and updating security measures. As part of our ongoing commitment to align with guidelines around PCI DSS (Payment Card Industry Data Security Standards), we’ve added a new security setting that expires passwords and requires the user to create a new one.

To enable password expiration:

1. Log in to Khoros Care as an Admin and go to Care Settings.
2. Open the Account Setup > Security page.
3. Turn on Expire passwords every __ days and enter the desired number of days.
   
   Note: The default expiration length is 90 days, which is the minimum PCI DSS standard. You can choose to have passwords expire sooner than 90 days, but you can’t select a number greater than 90 days.   
   
   

Here are some additional details you should know when enabling password expiration:

• Password expiration does not apply to SSO / SAML (single sign-on) users, since that configuration has its own password management protocols.  The toggle switch is still visible and able to be turned on by single sign-on users, but it won’t have any impact on their password requirements.
  
• Certain Care features depend on appropriate security settings in order to function properly. If you plan to make Secure Forms available to your agents, you must either enable password expiration or use SSO/SAML.
• Password expiration does not apply to users with API roles; this prevents previously configured API automation and exports from being impacted.

What users see when a password expires 

When a Care user’s password has been in use for the maximum number of days you configured in your Security settings, they’ll see a prompt to update their password the next time they attempt to sign in.

Previous password restriction 

When resetting a password, users now see an additional requirement that the password must be different from the last 4 passwords used. 

This requirement applies for all users using basic sign-on, regardless of whether password expiration is enabled in Care. 

Note: This password requirement does not apply to SSO / SAML (single sign-on) users, since that configuration has its own password management protocols.

When a user is prompted to change their password from the sign-in page, they’ll see a note about choosing a different password from the previous ones they’ve used.  

When updating a password from the user profile, the same guidelines are displayed. A green checkmark appears next to each requirement as it is met.

Learn more about security settings in Care.

Updated HTML Editor for Community conversations

With this release, we’ve updated the HTML editor that’s used for Khoros Community responses. Previously, the two channels that support HTML responses from Care—Email and Community—used different HTML editors with different tool options. 

You’ll now see the same editor with the same set of tools when responding to conversations from either of these channels, whether from Agent View or Manage View:

Old toolbar

New toolbar

Tools and improvements

The unified HTML response editor includes several toolbar options that were unavailable in the previous Community response editor:

• Text alignment
• Font background color
• Horizontal line
• Undo and redo
• Remove format 

Additionally, the editor has a streamlined image uploading and formatting process.

Instead of being required to define the image size and alignment prior to inserting an image, agents can now insert the image and format accordingly afterward. 

Once the image is inserted, you can define alignment, text wrapping, and alternative text. The image can be resized by using the corner guides to click and drag. 

Care Analytics

TAR threshold supports time increments in seconds

When using the widgets for Responses Meeting TAR SLA and Conversations Awaiting Agent Response, you can now enter your TAR threshold or TAR SLA using seconds.

Previously, this value could be configured only in minutes and hours. 

Manage View

Source Tags Enhancements

Aligned Source Tags across Khoros Care  

Khoros Community source tags are commonly associated with a board or category that helps to filter content in Khoros Care.  With this release, Community source tags that are presented match those in Khoros Care, making it easier for you to filter community content. 

This enhancement brings consistency to the source tag menu options. When working with source tags and filters, ensure that you have provided meaningful names (title, short, and long names) to your community nodes, as these provide the basis for the names used in your source tags. Avoid relying on the defaults (“forum, blog,” etc.) as this might lead to ambiguity later. 

Source Tags for Integration 

Twitter source tags are now generated when the Twitter integration is enabled; this also enforces the creation of routing rules prior to the arrival of the first post from that integration. When the integration with the community or handle is enabled, Khoros Community source tags and Twitter source tags are generated. This means that you can create routing rules, build Smart Views, or define column filters in Manage View before making the channels live. 

In addition, Khoros Community source tags are now updated when the community integration is set to on or off. You can create or update rules and views based on the community structure change without having to wait for content from the new community boards.

Learn more about Source Tags in Manage View.

Additional Input Channels 

Google My Business, iOS App Store Reviews, and Email are now available as input channels (sources) for Manage View, further aligning Manage View with Khoros Care.

Learn more about Social Channels. 

Post Column History

Manage View's filtering options for the real-time Post and Moderation column are extended to three months. Conversation and Smart View column content is unlimited. This means that if you set the date range for a specific view to Newer than One Year, that view will show items from one year to the current date in the Conversation Columns and Smart View Columns. However, the Post and Moderation columns will show items limited to three months' history.

Note that the Post and Moderation columns are intended for real-time filtering, analysis, and action. For engagements and to work with conversations, choose the Conversation or Smart View columns: these can access your entire conversation history with Khoros.

Learn more about Column Filters in Manage View.

You found it. We fixed it. 

Response

• Previously, in some cases involving brand posts or external responses, agent responses were duplicated and added to unrelated conversations. This has been resolved.

Manage View

• Group Hubs are now correctly presented in all Source Tag selection and filter options.