BhuvanaM
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Configure Salesforce integration in an Aurora community
The Khoros Community integration package leverages custom Salesforce settings, which are used by many components and relate to the Khoros Community configuration settings on Salesforce. After you set up your Salesforce environment, you must configure your community environment to complete the integration. From the community Settings area, admins can access and configure Salesforce settings (Settings > Features > Salesforce). To configure the Salesforce integration: Sign in to the community as an Admin. Go to Settings > Features > Salesforce > Settings. From the Settings section, configure the following: In Username for Salesforce, select Edit and configure the following: Username for Salesforce: Enter your full sign-in name (usually an email address) for a user with the System Administrator profile in your Salesforce environment. Password: Enter your password and your “Salesforce.com” security token in this field. For example, if your password is “secret” and your security token is “1234,” you would enter “secret1234” in this field. Read more on how to reset your security token. Salesforce API URL: This is a mandatory field. Enter a URL for the Salesforce SOAP API based on the environment type you’re connecting to: Production: https://login.salesforce.com/services/Soap/u/ Sandbox: https://test.salesforce.com/services/Soap/u/ Authentication endpoint for Salesforce: Enter the authentication endpoint based on the Salesforce environment you’re connecting to: Production: https://login.salesforce.com/services/oauth2/token Sandbox: https://test.salesforce.com/services/oauth2/token Email for Salesforce integration failure notification: Enter the email addresses (separated by commas) of the members to be notified when the Salesforce integration point fails. Changes to the Salesforce Integration API App If you're using connector version 4.4 or higher, make the following changes to the Salesforce Integration API app. These changes are not required for versions earlier than 4.4. Contact support to enable the appropriate configuration for your community for Salesforce connector v4.4. The new setting automatically appears in Aurora Admin as shown below. Open the Options menu for this app (three dots) and select Edit web app. The Edit Web App window opens. In the Authorization redirect URL field, enter the redirect URL (or the callback URL). The redirect URL is the URL of the VisualForce page for Custom Settings in Khoros Salesforce Connector. Select Edit. The entries are saved.Aurora: Configure custom Salesforce settings
The Khoros Community integration package leverages custom Salesforce settings, which are used by many components and relates to the Khoros Community configuration settings on Salesforce. To apply settings for your Khoros environment: Sign in to your Salesforce.com environment. From the dropdown on the top right of the page, select App as "Khoros Salesforce Integration." Select the Custom Settings tab. Go to the Feature Settings tab. Select Create. Enter the Feature Settings: Feature Setting Name: Default is "DefaultSetting." Do not change this setting, as it is non-editable in newer packages. Create New Contact record: Select this option to enable the creation of a new Contact during user sync if a Contact with the matching email ID is not present. During User Sync, Contact and Community users are linked together. The linkage is necessary for Case Portal functionality. (You must enable the Community User Trigger below for this setting to work.) Link Community User with Contacts: Select this option to allow linking of Community user and Contact during user synchronization, if a contact with same email ID already exists. The linkage is necessary for Case Portal functionality. (You must enable the Community User Trigger below for this setting to work.) Case closure: Select this option to allow automatic case closure when a comment on a post is accepted as solution on community. (You must enable the Case Trigger below for this setting to work.) Max Allowed Private Message Subject Length: Sets the maximum length the Private Message subject (up to 43 characters). Max Allowed Private Message Body Length: Sets the maximum length the Private Message body. No of Federated Search Results from Salesforce: Limits the number of Federated Search results (applies to Salesforce results only). Default value is 100 (Package 4.1 onwards). Enable Community User Trigger: Select this option to enable Community User Trigger. This trigger runs on community user creation/update and links community users with contacts. This linkage is necessary for Case Portal and User Sync functionality. Enable Case Trigger: Turns on or off triggers on cases, which synchronize case status changes with community and also mark a case as closed. Enable Case Comment Emails: Toggle Case Comment email on and off. (Package 3.7 onwards) (Optional) Fallback Community Username: Enter username of the Community user to which postbacks should fall back to when a Community user is not found corresponding to the email address of the user replying. This is also used in case of multiple users with the same email address. Entered Community user should be a valid value. (Package 4.0 onwards) Allow Case Comments for public Community Cases: Select this option to enable the creation of Case Comment on Public Community Cases in Salesforce. (Comment does not sync to community.) If not selected, it does not allow case comment creation for public community cases in Salesforce. (Upcoming, Package 4.2 onwards) Note: The Enable Knowledge and Lightning Knowledge options must be turned off as they are not supported in the community. These options allow knowledge base articles to be created, updated, deleted, and searched from the community. Select Save. Configure your remote site access. Set profile permissions: Go to Setup > Manage Users > Profile. Select the profile used for integration. Ensure the appropriate Field Level Security Permissions are granted for Standard and custom objects (Account, Case, Contact, Postback Comment, Community Users, Private Message). The recommendation is to grant the administrator role so that members can have read/write access to all fields for objects that are required for integration to work. Go to Custom Settings > Community Settings > Create. Enter community settings details (If you are using v4.3 connector version, go to step 12 instead). Community ID: The ID of the integrated application. Contact your CSM or Support to get this value for your community. Client ID: The Client ID of the SalesforceIntegration API App on the community (Admin > Dev Tools > API Apps). This is configured from <link to these instructions - https://docs.google.com/document/d/1MuDPjcuO2hPjFPzlXfktjO8tkWr3xhjysgsHZJSo-BI/edit?tab=t.0#heading=h.bfd4q6thij1w ) Secret: The Secret corresponding to the Client ID. Redirect URL: The URL of the VisualForce page for Custom Settings. Base URL: The community base URL. For subpath-enabled communities, append the subpath. Is Proxy Enabled?: Always select this for Aurora applications. Context Name: Tapestry Context name/Webserver char path. Example: t5/s. Authorize the connection. After saving, the connection status shows Not Active. Select Authorize. You are redirected to the authentication window. Select Authorize. You are redirected to the authentication window. Note: Authorize with an Administrator or a member with admin-like permissions to prevent API call failures. After successful authentication, you are redirected to the custom settings page with the message "TenantId: is successfully authorized." The Connection Status updates to Active. The Username field displays the username used for authorization. This generates Access and Refresh tokens, and they are stored in a Salesforce object. Note: When the access token expires, the Connection status changes to Halted. A "RefreshAuthToken" link appears. You can always re-authorize by selecting the Authorize link. By default, the refresh token expiry of the salesforceIntegrationApp is set to 5 years. If you are using v4.3, then enter the Community Settings as shown below (If you are using v4.4, skip this step): Community Id: Enter your community ID. (You can get your ID from your Customer Success Manager, if you don't have it. If you've already entered this information, select Edit.) Username: Enter the Khoros username to be used in Khoros API calls. Note: This user must be a non-SSO user with administrator permissions, and the email address for this user must be verified in the community. If an agent has an account on the target community that uses the same email address as their Salesforce account, their personal community user account is used as the author of the postback. We recommend that your brand's Salesforce agents create their own community accounts for this purpose. Password: Enter the Khoros password associated with the above username. Base URL: Enter the Base URL value according to your Khoros environment (see below). Note: Be sure to include the https:// and HT credentials. Use the following format: https://<HTUSER>:<HTPASSWORD>@<***Community URL> Example: https://test123:qwerty98765@community-stage.khoros.com/ Select the Is Proxy Enabled? checkbox. Context Name: Set Context Name to “t5" unless your Community has a Reverse Proxy implementation in place, in which case, contact your Customer Success Manager or Khoros Support and request the value of tapestry.context.name from your community config. Select Save. To set the maximum number of search results to be returned in the Federated Search component, go to the Feature Settings tab and set the No. of Federated Search value. Select Save. With HT-Access turned off in the Khoros community: Khoros Communities Stage Base URL Sandbox https:// [community_id].stage.lithium.com Production https:// [community_id].lithium.com Note: If you have a more descriptive CNAME/vanity address for your community, use that name when creating the URL (for example, https://community.mycwebaddress.com). With HT-Access turned on in the Khoros community: Note: Contact Support to get the ht-access credentials for your community. Contact your Customer Success Manager to get your Community ID. Khoros Community Stage Base URL (Example with community id as “abc”) Sandbox https://htusername:htpassword@abc.stage.lithium.com Production https://htusername:htpassword@abc.lithium.comAurora: Install the Salesforce integration package
Khoros periodically releases updates to the Connector for Salesforce package to introduce new features and address defects. Note: In addition to deploying the package to your Salesforce server, you need to activate the integration on your Khoros community before you can configure and use the integration. Contact Khoros Support for assistance with activating the integration on your community instance. This article explains the basic process for a new deployment of the Khoros Connector package to your Salesforce org. The process uses the standard Salesforce methodology for deploying managed packages from the AppExchange. To install the integration package for the first time in your target Salesforce org: Download the latest Salesforce Connector package (v4.4): Production Package Sandbox Package Note: If you would like to use Salesforce Connector v4.3 then download the below packages: Production Package Sandbox Package See connector package change logs Select Get it Now. Select Install in production or Install in sandbox and click Confirm and Install. Select Install for All Users and click Install. In the Approve Third-Party Access window, select Yes, grant access to these third-party web sites and then click Continue. When the package is deployed, you can confirm it by going to Setup > Installed Packages: The Khoros Salesforce Integration app in the app navigation menu is located on the top-right corner of the Salesforce window:Installing and configuring your Aurora/Salesforce integration
The following sections cover the step-by-step instructions for installing and configuring your Aurora/Salesforce integration: Install Salesforce integration package Configure Salesforce integration in Salesforce environment Configure Salesforce integration in community Install Salesforce integration package You must install the integration package in your Salesforce environment. Community Aurora supports v4.4 and v4.3 Salesforce integration connector versions and does not support previous versions (v1/v2/v3/v4). If your community was on Classic Communities and has recently migrated to Aurora Communities, you must migrate from Salesforce integration connector package v1/v2/v3/v4 to v4.3 / v4.4. To initiate the migration process, contact your Khoros account team. If you are a new customer to Aurora Communities and are installing the integration package for the first time in your Salesforce environment, refer to installing the Salesforce integration package. Configure Salesforce integration in your Salesforce environment After installing the Salesforce integration package, follow the steps below to configure various settings in the Salesforce environment: Configure remote site access Configure custom Salesforce settings Create a New Email Service Add a Federated Search component to the Salesforce sidebar Enable postback comment via Salesforce Reply to community members from Salesforce via private messages Modify Contact, Case, Solution, and Account Page Layouts and set up Reporting Dashboards Configure Salesforce integration in your Community Enable SFDC package and configure the Salesforce.com integration in Khoros Community Admin Enable and configure the private support Case Portal (Enhanced SFDC Offering) Set up Salesforce search components for your Community integration Synchronize Community members with Salesforce. After you've deployed your Aurora/Salesforce integration, you can: Allow your agents and your community members to interact through a private support Case Portal View community member details and statistics within Salesforce.com Leverage postback options when working Salesforce cases Reply to community members from Salesforce via private messagesAurora: User fields synced between Community and Salesforce
This article lists the user fields that are synced between the community and Salesforce. Note: "Data type" defines the type of data a field can hold and its specific constraints. For instance, number(5,0) accepts whole numbers up to five digits, with no decimal places (e.g. 99,999). Data Element Data Type Description Saved in Salesforce? Members’ Basic Details First name Text (50) User's first name Yes Last name Text (50) User's last name Yes Email address Text (50) User's email id Yes Members’ Community Details Khoros User ID Number (7, 0) Khoros' internal user ID Yes isUserDeleted Text (50) Whether the user is deleted or not Yes Rank Text (50) Rank assigned to the user in Khoros Yes Roles Text (50) Roles assigned to the user in Khoros Yes Registration Time Text (50) Time stamp when the user registered on the community Yes Last Visit Time Text (50) Time stamp when the user last visited the community Yes Biography Text (50) User's self composed profile description Yes Administrative Notes Text (50) Additional notes by administrator Yes Location Text (50) Geographic location of the user Yes Khoros SSOID Text (50) (External ID) (Unique Case Insensitive) Khoros community user SSO ID Yes User Profile Avatar URL Text Area (255) The user avatar URL Yes Community User URL URL (255) Community user URL Yes Community ID Text (50) Khoros community ID (member username) Yes User's Community Statistics / Metrics Metric Logins Number (5, 0) Number of times the user has logged in on the Khoros community Yes Metric Minutes Online Number (10, 0) Total duration, in minutes, the user has been online Yes Metric Page Views Number (10, 0) Count of pages the user has viewed on community Yes Metric Posts Number (6, 0) No. of posts the user has authored on the Khoros community Yes Metric Messages Read Number (6, 0) No. of messages user has read the Khoros community Yes Metric Private Messages Sent Number (5, 0) No. of private messages user has sent to other community users Yes Metric Private Messages Received Number (5, 0) No. of private messages user has received from other community Yes Metric Average Message Rating Number (4, 4) Average of the rating (Kudos) given by other users, to the messages posted by the user Yes Kudos Count Number (18, 0) No. of Kudos received by the community user No, fetched from Community No of Accepted Solutions Number (18, 0) No. of solutions accepted by the community user No, fetched from Community Members’ Other Details REST URL Text (255) REST URL for the user's account profile on the community Yes Contact Lookup (Contact) Lookup reference to the Salesforce Contact record mapped to email ID of the community user record Yes Other details displayed on Community User Page Recent User Messages Posted Messages recently posted by user Fetched by Community Recently Read Messages Messages recently read by user Fetched by Community Learn more on how to create custom fields for user synchronizationFlood controls for Aurora communities
With Khoros, there are limits on how often people are allowed to post, upload images, videos, and attachments, tag content, send private messages, and other community actions before triggering activity limits. Activity limits are in place to help combat potential spam. Note: Those with the Administrator and Moderator role are exempt from activity limit restrictions; these thresholds affect only regular members. The following table lists the default activity rate settings for various actions performed by the member within a specified period of time. Actions Activity Limits Post content A member can't post more than: 5 posts in 30 seconds 15 posts in 10 minutes 50 posts in an hour Send Private Messages A member can't send more than: 5 private message in 30 seconds 15 private messages in 10 minutes 50 private messages in an hour Upload Images A member can't upload more than: 100 images at a time 5000 images per day 5000 images in the community Upload Videos A member can’t upload more than 500 videos in the community. Upload Attachments Members can’t upload more than 100 attachments per post per day. Like content A member can't give more than: 50 likes per minute 500 likes per hour 5000 likes per day Tag content A member can’t add more than: 50 tags per minute 500 tags per hour 5000 tags per day Mention people A member can’t mention more than 50 members in single post. Related topics: Activity limitsAurora: Enable content moderation and set content moderation defaults
Community moderators review and process large volumes of member-generated content. Moderation is an important part of keeping a community a safe and engaging space for your members to participate. Depending on how you configure the moderation settings, content can also be auto-approved and skip the moderation process. The moderation process depends on the defaults you set for various boards. Admins can set these moderation defaults for forum discussions and replies, blog comments, ideas and their comments, event and event comments, media, and knowledge base comments at the community, category, and board levels. Auto-approved: The content is auto-approved and made public without going through moderation review unless flagged. Recommended for trusted areas that are self-regulated by a small group of members. Selective: The content is made public to the community without going through moderation. However, moderators can selectively review this content later, and based on the review, the content stays or is removed from the community. Required: The content must go through moderation for review, and based on the moderator's evaluation, the content is either published or removed from the community. By default, Selective moderation is set for all boards. Understanding the different moderation types Before configuring the content moderation defaults, you must understand the benefits and risks of each option: Auto-approved: Set Auto-approved for places that are designed for open discussions without any need for regulating the content posted by members. Use this option in places that are self-regulated by a small group of members who are accountable for their actions. However, we still recommend you implement the moderation process within the community to avoid spreading inappropriate information. Selective: Similar to Auto-approved, the Selective moderation process also encourages open communication among members in that they can publish content immediately without prior review. Moderators can still review the published content to ensure the posted content is appropriate and adheres to the community’s principles. Use this option in places where members expect fast-paced and live interaction without having to wait long for the moderation process to complete. However, when moderation is delayed, there is the potential risk of inappropriate content (abuse or spam) being posted that impacts readers and disrupts the community. Compared to the Required moderation process, this process is less effective in avoiding spam and abusive content. Required: Required moderation is the best way to combat spam and abusive content because the content is sent to the moderation before it’s made public in the community. This also protects your community’s reputation and creates a safe space for your members by ensuring the appropriate content is posted in the community. However, this process relies on additional resources to review the content, which may delay making the content public. This can disappoint members who want their content to be made public quickly. Set content moderation defaults at community level Sign in to the community as an Admin. Open the Account menu and go to Settings > Features. Select Moderation. The Moderation Types settings displays spam and content moderation settings. Here, you can set default moderation types for discussions, ideas, replies or comments on discussions, blog posts, knowledge base articles, events, and media. The screenshot below displays the Moderation Types, numbered for clarity. Select Edit for any of these options. A window to edit the moderation type opens. From here, you can: assign the moderation type for all members override this setting for specific roles with another moderation type value specify the roles that will bypass moderation The following is an example for moderating discussions and replies. The Community moderation type field for discussions and replies by all members fall under the Selective moderation type, and they are made public but go through moderation process. The Role-based Override field is set to Required for the roles selected in the Apply only to the following roles field. Discussions and replies by members with these roles are hidden until reviewed and approved by a moderator. The roles added to the Exclude Roles field automatically bypasses any moderation action. Similarly, you can set default statuses for other content types at the community level. Set content moderation defaults at category, group, or board levels The Moderation Types set at the community level are inherited to the category, group, and board levels. You can override these options at various levels as needed. Based on the inheritance, the settings applied at different levels are inherited to child places from their parent levels. For example, the content moderation defaults set at category or group levels are inherited to their child places. Learn more about setting inheritance. Let’s look at an example in which you want to set content moderation defaults at category level. To set content moderation defaults at category level: Open the Account menu and go to Settings > Community Structure. On the Community Structure page, select the category where you want to set the content moderation defaults. In the category settings, go to the Moderation section and set Content moderation types for content review as required. When you’ve adjusted a setting for a child place, a PARENT OVERRIDE indicator is displayed next to that setting for the child place to indicate that it overrides the settings of its parent. Similarly, you can set content moderation defaults at the group and board levels. Based on these board-level settings, when members post content on the community, the content is immediately routed to the Moderation for review. When a board is set to Required moderation and members post content on this board, a confirmation message is displayed on the post indicating that post will be published as soon as it is approved from moderators: From the Moderation tab, moderators can review content for appropriateness. They can then approve or reject it, and also message authors of the posts. Learn more about moderating content. Note: it is not possible to set different moderation levels for comments(or replies) and main posts Grant permissions to moderate content Moderation permissions should be granted only to roles assigned to trusted individuals. To manage this permission: Navigate to Admin > Settings > Users > Roles and Permissions. In the row of the role for which you want to manage this permission, select the Options menu and then Edit. In the Permissions area, below Moderation, locate Moderate Content. Select Grant or Deny as required.Aurora: Configure remote site access for your Salesforce integration
The Aurora/Salesforce integration must be able to access your Khoros community. Part of this integration involves mentioning community APIs in the allowed list so Salesforce doesn't block them. To configure remote site access: In your Salesforce.com environment, go to Setup. Go to Administration Setup > Security Controls > Remote Site Settings. By default, two Remote Site Settings with the NameSpace prefix "LiSFintegration" appear. For the Khoros (Lithium) setting, click Edit. Enter the Base URL value according to your Khoros environment. Note: Be sure to include the https:// and HT credentials. Use the following format: https://<HTUSER>:<HTPASSWORD>@<***Community URL> Example: https://test123:qwerty98765@community-stage.khoros.com/ Khoros Community Stage Base URL Sandbox https:// [community_id].stage.lithium.com Production https:// [community_id].lithium.com Note: Your Khoros Community Success Manager (CSM) can provide you with your Community ID. Note: If you have a more descriptive CNAME/vanity address for your community, use that name when creating the URL (for example, https://community.mycwebaddress.com). (Optional) For debugging purposes, you can turn-off the requirement for HTTP communication. While this is not recommended in any production-like environment due to security risks, it may assist in diagnosing connectivity issues. After your diagnostics are complete, we strongly advise re-enabling HTTPS and maintaining it for security reasons. Click Save. Click Edit for the SFSelf setting and provide the Remote Site URL as your existing signed-in Salesforce URL (for example, https://na16.salesforce.com). Click Save. Repeat steps 3 – 9 for your production community, replacing the name with something descriptive such as “Khoros community – Production” and the URL with the final URL for your production community (for example, https://community.mywebaddress.com). Note: You can also repeat this process to connect multiple Khoros communities to your Salesforce instance. For custom domains (Salesforce 3.9 or later): Click New Remote Site. Enter SFSelfInstance for the Remote Site Name. Enter your Remote Site URL (for example, "yourinstance.salesforce.com"). Enter a Description for this site. Select the Active checkbox. Click Save.Aurora: Search for specific content on the Moderation tab
On the Moderation tab, you can filter and search for specific posts that are sent for moderation. You can filter the content by moderation status, publication status, and content types. You can also filter by the title or author of the post. To filter for specific content in the Moderation tab: Sign in to your community as a Moderator. Open the Account menu and go to Manage > Moderation. The Moderation tab is displayed with the list of posts and comments (replies) sent for moderation. To narrow the results displayed, click Filters. In the Moderation Status section, select any of the following: Unmoderated: Displays the posts, replies, and comments that are sent for moderation. By default, this option is selected. Rejected: Displays the posts, replies, comments, and private messages that have been rejected. You can take further actions on rejected posts or private messages. Learn more about viewing rejected posts on the Moderation tab. If the Moderation status is set to Unmoderated, you can further filter the results by: Status: Select the publication status (Published or Unpublished) of the post. Found In: Select the content types (Forums, Blog Comments, Knowledge Base Comments, Ideas, and Event Comments) you want to see. To see everything, select All. If the Moderation status is set to Rejected, you can further filter the results by: Posts and Replies: Displays posts, replies, and comments that have been rejected. You can also select the Reject Reason for which the posts were rejected (Spam, Abuse, or Other) and can search based on the Keyword and Author of the post. Private Messages: Displays private messages that have been rejected. To facilitate faster search results while moderating content, a filter for media is available on the Moderation tab in the Mange Content dashboard. The Moderation tab is updated based on the provided search criteria.Aurora: Message members on moderation actions to their posts
Moderators can send a private message to the members who posted the content to improve communication of these moderation actions. After you send the message, you can view the message in your Inbox Sent folder and also carry further conversation with the member. Learn more about Inbox.
