Welcome to Atlas, your home for learning how to build the best customer experience possible. As a member of our community, you’ll be able to join discussions, ask questions, search for answers, and learn from resources - all of which will help you maximize your knowledge of the Khoros platform While you use the site, you may receive notifications about your Atlas rank increasing. This page describes what ranks are, how they tie into your community contributions, and where to view your rank progress. What are ranks? How do I increase my rank? How can I view my rank and badge progress? Frequently Asked Questions Bonus: How do I implement ranks in my own community? What are Atlas ranks? Your Atlas rank helps you understand how helpful your community contributions are relative to others Each rank on Atlas appears next to a user’s name and signifies their contributions to the community You can view these on a user’s profile page (including your own), as well as next to their name in any of their community contributions - like posts, replies, blogs, and so on   Passive Ranks These ranks are available to members who participate passively via giving kudos or adding tags to content Member New members who have not yet made any contributions Visitor Users who have engaged at least once with posts via kudos or adding tags Watcher Users who have engaged a few times with posts via kudos or adding tags Observer Users who have engaged several times with posts via kudos or adding tags Learner Users who have engaged many times with posts via kudos or adding tags Surveyor Users who have engaged a whole lot with posts via kudos or adding tags   Active Ranks These ranks are reserved for users who have posted helpful contributions, organized from least to greatest Beginner Tier Users who have created a post or reply at least once on Atlas Ranks: Contributor Strategist Tier Fairly knowledgeable and helpful, they have made many community contributions Ranks: Helper > Adept > Guide > Ace > Mentor > Expert (highest) Consultant Tier Known names on Atlas, they have a long history of helping out different users Ranks: Advisor > Maven > Leader > Genius (highest)  Luminary Tier The most well-known and long-standing members, with numerous invaluable community contributions - other members aspire to be more like them Ranks: Director > Champion > Executive > Boss (highest)   How do I increase my rank? Simply put, your rank increases as you help others. This can be achieved in two ways: 1) You contribute helpful content to the platform - for example: If you have a question for the community, you create a post asking for help or ideas Alternatively, if another user asks a question and you reply with an insightful answer If you respond to a user troubleshooting a problem, and your answer is marked as a Solution 2) You recognize the contributions others have made - for example: When you ask for help troubleshooting, you mark other posts as Solutions When you give other helpful posts Kudos, or when others give your post Kudos Along with Titans, higher rank Atlas users may also earn the ability to create rich content on Atlas, for example: After solving a tough issue in your work, you write a blog showcasing how you solved it You create a rich community resource in the form of a knowledge base article How can I view my rank and badge progress? To view how you’re progressing on your ranks and badges, visit your Atlas profile page To get there, click on your profile image, which is visible at the top right of the navigation bar on any page of the community Beneath your user name, you’ll see your current rank, as well as any contributions you’ve made You can also view the most recent badges you’ve earned on the right side of your profile Clicking “View all” will show you all of your earned badges Frequently Asked Questions How can I increase my rank more quickly? Many different activities increase your rank However, activities that are more difficult to achieve, like earning an Accepted Solution from another user, or creating rich media (at higher ranks) like blogs or knowledge bases, award greater progress than activities which are easier, like giving a post a Kudo Does my rank go down if I don’t contribute regularly? No, all of your contributions over time will add to your rank. As long as you have a currently active account (i.e. the account has not been deactivated) and continue to make contributions, you will continue to accumulate progress toward your next rank. I’ve posted a lot lately, so why haven’t I ranked up? Ranking up is easy at first, but higher ranks require an increasing number of contributions Remember: just because you haven’t ranked up lately, doesn’t mean you won’t soon! Additionally, ranks involves a mix of contributing to the community, and acknowledging others If you’ve gone a long time without ranking up in spite of creating lots of content, you may want to spend more time letting others know you appreciate their content via giving helpful posts kudos, or by marking helpful replies as Solutions Similarly, if you’ve spent a lot of time letting others know you appreciate their content, you may want to contribute some of your own by asking good questions of others members in a forum post, or creating other types of helpful content like blog posts Bonus: How do I implement ranks in my own community? You may want to get started by learning about ranks  We also recommend learning about badges, and the difference between these and ranks in the Community product Finally, we recommend reviewing our previous rank update blog to understand how we went about updating Atlas ranks, as it may give you ideas that could help as you build or rebuild your own For further guidance on badges and ranks, as well as community gamification systems, we recommend signing up for one of our Product Coaching sessions   ... View more

January 24th will soon be upon us, and with it, the ever-awesome CMAD. As community managers, we’re always on and immersed in the communities we moderate. The threat of burnout is real, and so is the need for time to rest, recover, and (most of all) put ourselves and our health first. That’s what makes Community Manager Advancement Day so important - because while these practices should happen daily, it’s important for us as a group to focus on advancing ourselves first and foremost.  In recognition of the amazing work you do day-in and day-out with your own communities, we at Khoros have once again gathered up-to-date resources you can use - today, right now - to advance yourself.  Use them to grow your community management skills, while giving yourself some inner peace and calm.   Getting Started Read the Community Manager Burnout blog, with some time-management tips that every social media and community manager should know.   Our Favorite Strategy Guides & How-Tos  The High Cost of Low Agent Retention + NEW AUDIBLE VERSION [Podcast] Becoming a Leader of Organizational Change Khoros Expert Opinion on Change Management Starting Out on the Community Journey Unlocking Community Engagement Planning for the Future & Growth of Your Community   Inspiration & Case Studies How the SAP Concur community team used customer input to pivot fast How we use Khoros Bot to increase leads and community registrations How Jawwy doubled digital care volume, cut costs, and raised CSAT 4 Examples of Great Online Communities and What Makes Them Work 4 brands who drive real value with their online communities   Taking Care of Yourself  How to avoid burnout as an “always-on” community manager Avoiding holiday burnout for community managers I'm a social media marketer — Here's how I avoid burnout Brands and Mental Health: How to show authentic advocacy online   Industry News & Insights Strategic Services Weekly Trend Report   Reviewing Foundations (Atlas Login Required)  Community  Learning Articles Training Videos Social Media Learning Articles Training Videos Finally, if you get a moment, don’t forget to check out the latest articles from the CMX team, who are putting together their own resources for CMAD. Is anything missing from this list? Please let us know, and share your favorite CMAD resources below. ... View more

If you’ve kept an eye on the front page of Atlas recently, you’ll notice that we passed the 100k all-time member mark this month. To our passionate community members: thanks for joining us on this journey! Your contributions got us to this point - from your thoughtful posts and helpful comments, to your kind kudos and brilliant Accepted Solutions, to your willingness to help us build one of the best communities for you and your fellow pros. When you see a colleague struggling with the same challenges you’ve been through, you offer help, advice, and insights. That simple, consistent willingness to help is what makes this community special among others, and it’s what (I believe) will help us get to the 200k member mark. In reflecting on what you’ve achieved together, we also want to ask for your favorite moments from your experience with Atlas and Khoros over the years. Just to spark some ideas: What’s your favorite thing about the Atlas community? Or your favorite memory? What value have Khoros and the Atlas community brought to your day-to-day work? What are the most valuable lessons you’ve learned from fellow CX pros here on Atlas? When did you join, and what has the community helped you achieve since then? What makes the Atlas community unique for you among other CX communities? With the recent UX revamp and Titans program activities, plus roadmap updates, the future feels bright for Atlas.  Here’s to the road ahead, and thanks again for being part of our community! ... View more

Greetings, fellow Atlas members! Today I’d like to touch on some changes we’re making to Atlas ranks in the near future. When designed well, a community ranking system makes each member's contributor status more visible, giving recognition to people who create value for the community, and thus encouraging further positive behavior. It’s been a while since we updated Atlas’ community structure, so it seemed like a good time to bring community ranks into alignment with our own best practices. We’ll walk you through how we went about making these updates, in case they might help you as you think through making similar changes in your own community. Ranks and Badges   Currently, rank progression in Atlas includes specialization (e.g. Commentator, Contributor, Advisor). While it’s good to recognize people for helping the community in various ways (and in some cases this is preferable to do via ranks), this also makes it difficult to include all actions a user takes into account in their final community ranking. In recognition of the above, we’ll be adjusting the rank structure to be purely vertical, and include all possible contributions when calculating a user’s rank compared to other users. Additionally, it’s important that community activities get a level of recognition proportional to the effort that goes into them, so we’ll be adjusting activity weighting slightly. For example, creating blogs will give more points vs. creating a regular forum post, and earning an approved solution in a thread will earn more points versus simply replying. Meanwhile, badges will continue to act as a way for users to have their greatest contributions recognized. This creates a soft form of specialization, with the highest contribution in a given area appearing first whenever someone visits a user’s profile. Landing Pages   Community veterans may be more familiar with how our ranking system works - yet for relative newcomers, it can be hard to know the difference between one rank and another. Plus, even for veterans, it’s not always easy to remember which ranks are higher than others, why they matter, and more simply, "what does that title mean next to someone's name in the community?" A landing page solves these problems by keeping everyone - including long-standing members - on the same page. This helps them understand how different contributions help the community, while adding prestige to ranks that require the greatest commitment and effort. We’ll be building out a page that’s not so different from the Titans one you see here, which explains ranks in an easy to understand way. It will also better highlight the value of more substantial, high-effort community contributions. Naming Ranks   Finally, there’s the question of how we come up with the naming of ranks. We had a few previous naming schemes for our Atlas ranks. Initially, this included names like “Cartographer” and “Denizen” to create the feeling of exploring the platform. With the creation of the Titans program, we updated to Khoros’ default naming standard, which is why you’ll see names like “Frequent Commentator” alongside someone’s Titans rank. We took this opportunity to rethink how users might like to be recognized. After all, this is a community for some of the brightest customer experience pros!  For example, what other titles do members aspire to in their professions? Could some of those inform the kinds of recognition and titles they might see and be able to respect in the community? This line of thinking led to a shift away from a naming scheme involving exploring. Instead, we focused on titles that speak to the helpful nature of our members and their professional aspirations, among other concepts. For example, passive ranks will include Learner, Observer, and Visitor, mid-level ranks add Advisor, Expert, and Mentor to the mix, and top-level ranks include Boss, Executive, and Champion. Closing Thoughts   Those of you who have been part of Khoros’ community for a while may be wondering, “how will this affect my existing rank and badges?” These changes will be rolling out within the next few weeks, and existing badges will be preserved.  Ranks will be updated to reflect the new naming scheme. While your rank should be similar in level under the new structure to where it was before, please bear in mind that new ranks are being added with higher contribution requirements.  Along with these changes, we’re also eager to hear your feedback! Should other contributions in Atlas be recognized - and if so, which ones? What do you think of the new naming scheme? Let us know in the comments below, and thanks for reading along! ... View more

Welcome to Atlas! Here you’ll find a few helpful tips for how to make the most of the platform, from guides to Khoros products and the latest on product improvements, to getting help from users - many of whom have done amazing things with our platform. Quick Start Guide Get registered Find answers Ask others for help or advice Mark posts as solutions (and give kudos) Video Guides FAQs Access What areas of Atlas do all registered users have access to?  What areas of Atlas do customers and partners have access to? How do I request elevated access to different areas of Atlas? Support How can I get help with technical aspects of a Khoros product? I’m having issues logging into Atlas - who should I ask for help? Training Where can I find training materials for Khoros products? How can I get one-on-one coaching for products? Contributing How can I help the community? What is the Titans program? Questions? Where should I post if I have questions? I’m stuck and I could use an assist. Helpful Resources Release Notes & Announcements Communities Care Marketing Tips & Ideas Khoros Insights Other Additional Info Quick Start Guide 1) Get registered On the Atlas homepage, you can access Maia by clicking the chat bubble at the lower right, then type "Register for Atlas." (Customers only) This will also give you access to the case portal and other helpful areas. 2) Find answers Use the search bar at the top of Atlas to find answers to common Khoros product questions. You can also find some helpful resources in the Khoros Insights blog under the Atlas Hub tab. 3) Ask others for help or advice (Customers only) Can’t find what you’re looking for? Visit any of the Discussions areas under the Products tabs in the top nav bar and click Create New Post to get some help. Be sure to briefly review the Community Guidelines before posting. 4) Mark posts as solutions (and give kudos) (Customers only) Don’t forget to use the thumbs-up button on helpful posts! If any solution was especially helpful, be sure to choose Accept As Solution at the bottom of the user’s reply. That’s it! If you can, be sure to pay it forward by subscribing to boards where your knowledge might help others, so you can get e-mails to help you chime in on questions from other community members. 5) Video Guides Prefer to learn the platform through easily digestible video guides instead?  Navigation, search, and choosing discussion styles  Updating your profile, notifications and subscriptions Posting and engaging FAQs Access What areas of Atlas do all registered users have access to?  Without customer/partner access, you can view product discussions and release notes for our products, as well as join webinars, and learn about our programs. What areas of Atlas do customers and partners have access to? Customers and partners get exclusive access to help and advice from the smartest pros in customer experience, including Khoros experts and other helpful customers.  How do I request elevated access to different areas of Atlas? The fastest way to get elevated access is to use our chatbot Maia (click the chat bubble at the lower-right side of Atlas) and speak to one of our chat agents. Alternatively, you can email communityhelp@khoros.com to request additional access. Support How can I get help with technical aspects of a Khoros product? For help configuring technical aspects of the Khoros platform, or troubleshooting technical issues, please visit our Support Center. I’m having issues logging into Atlas - who should I ask for help? Use Maia (the chat icon at the lower right of the Atlas homepage) to get in touch with a chat agent who can help you restore your access to the platform. Training Where can I find training materials for Khoros products? Atlas has a plethora of helpful guides for customers to make the most of our products. To view video guides Check out the Khoros Campus area of Atlas (Customers only) Please request access from communityhelp@khoros.com   To view written materials Check the Products tab at the top, then any product, to view Learning resources. How can I get one-on-one coaching for products? Product coaching is a great way to get one-on-one time with one of our helpful products experts. Learn about the benefits here. Contributing How can I help the community? We’re so glad you want to share your knowledge to benefit others! The best way to contribute is by subscribing to boards where your expertise could help. Visit the relevant board, then click Subscribe at the top right of the news feed. You’ll be sent an occasional email letting you know when someone needs help. Jump in, share your knowledge, then bask in the kudos and Accepted Solutions! What is the Titans program? Titans are the best and brightest of our customer experience professionals. You can learn more about the Titans program on this helpful page.   Questions Where should I post if I have questions? If you’ve already tried searching in the bar at the top and still can’t find an answer to your question, try navigating to please create a post in one of the Discussions areas. You can find this in the top bar by navigating to Products (or the Developers tab), then choosing the relevant product’s Discussions board. I’m stuck and I could use an assist Reach out to us at communityhelp@khoros.com. We’ll be happy to assist! 🙂   ... View more