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:
- AccountObject
- CaseObject
- Community Postback CommentObject
- Community User Object
- Contact Object
- Khoros Feature Settings Object
- Private Message Object
- Related ContentObject
- Solution Object
- Other Entities
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.
|
|
|
# of Private Messages Received |
Custom Field |
This field holds the number of private messages received by a community user.
|
|
|
# of Solutions Accepted |
Custom Field |
This field holds the number of solutions accepted by a community user.
|
|
|
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.
|
|
|
# of Messages Read |
Custom Field |
This field holds the number of messages read by community a user.
|
|
|
# of Posts Authored |
Custom Field |
This field holds the number of messages posted or authored by community a user.
|
|
|
# of Page Views |
Custom Field |
This field holds the number of pages viewed by a community user.
|
|
|
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. |
|
|
Roles |
Custom Field |
This field holds information about the roles granted to the community user in the Khoros Community. |
|
|
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 |