*This post is part of a new series highlighting communities both established, and brand new to the Khoros platform. Subscribe to the "Customer Stories” label to be notified when a new post is added to this series.*
The following responses were provided by Bryan Jennewein (@bjennewein), Director of Community Engagement at Splunk :
Please share a bit of history/background about the Splunk Community.
The Splunk Community first launched nearly eleven years ago and today over 12,000 monthly active members visit our site to engage, learn, answer questions, and give back! Most prominent among our community programs has been our Splunk Answers program, which is a community-driven online forum where members can ask questions and get answers about Splunk’s specific products, capabilities, best practices, etc. In addition, our community has grown to include programs for our MVPs (SplunkTrust), local groups (Splunk User Groups), and product feedback (Splunk Ideas).
Why did you choose to migrate to the Khoros Community platform?
With the growth of our community, our company, and the breadth of helpful content available, we knew that it was time to invest in updates to support our incredibly passionate users and welcome new members with open arms. We wanted to create a central hub for all of our community programs to intersect, and we wanted to grow our existing programs, like Splunk Answers, while also launching brand new programs and new community features.
In short, we want to help our entire community connect, collaborate, and share knowledge in every exciting way we can. Khoros, for us, represents our investment in bringing our entire community the technologies and capabilities to enhance their experiences and grow the support, education, and connection (and fun!) our community engagement programs provide.
The ability to both migrate our existing programs to Khoros and launch our new programs on Khoros was key in our decision. We needed a platform that could provide the diversity of interaction styles we wanted with the ability to scale and grow as fast as we have been.
We chose to migrate to the Khoros Community platform because of its rich features and capabilities, the ability to migrate our product Q&A forum, and the ability to launch new discussions, new content capabilities, and gamification elements, while quickly linking to our User Group and Idea programs.
What was most important to you and your Community team during the launch project?
Several important factors guided our project, and most important among them was not only preserving but also enhancing our community members’ experience while we executed a major migration from our legacy platform over to Khoros. More than 100k questions, more than 140k answers, millions of comments, and more than 12k users is… A LOT… of content to move. In addition, we wanted to usher in a brand new intuitive user experience that was consistent with our company branding. It made for a “hefty” migration, and we wanted to make sure we got it right.
Next, we wanted a clear vision for our future. Given the breadth of new capabilities we were ushering in, we wanted guidance on how best to hit the ground running with launch… and then keep running. So we needed our project to include helping us think through our community strategy, moderation, promotion, engagement, and more.
Finally, we wanted to be able to execute with confidence. This meant keeping our project teams aligned as far as time, deliverables, and costs. We chose to partner with Khoros for this, and together we were able to execute our entire project scope (and then some!) on time and at budget.
Increase adoption of Community as a Support channel
Foster engagement (user contributions, on-site activity, etc)
Make Community an effective solutions channel through improved content
Community features live today:
Premium and Native Gamification
Top Labels component
Unanswered Topics component
SSO implementation: OAuth2
Splunk Community Team:
Bryan Jennewein @bjennewein Director of Community Engagement
Brian Walker @brwalker Sr. Community Experience Mgr
Patrick Pablo @ppablo Sr. Community Content Mgr
Evania Zhang @Evzhang Community Content Specialist
Anam Siddique, @asiddique, Community Content Specialist
Michelle Schlachta, @sensitivethug, Community Content Specialist
Jason Hupka @jhupka Sr. Advocacy Mgr
Renee Woods @runrenchi Community User Group & Events Mgr
Dylan Steele @steeled Global Head of Corporate Messaging
Khoros Team & Contributors:
Launch Project Manager - @JenniferTh
App Engineers - @EricJ, @WillB
Community Strategists - @JennyW, @KellySt
Designers - @EricaRya, @SaurabhV
Migration Engineers - @TsvetanK, @boyanna
QA - @RodrigoR
Tech Lead - @MattV
Web Engineer - @lucas-gresta
Account Executive - @AnaliseS
Customer Success Manager - @JamieDi
Khoros Care - @MichaelaG (Implementation Advisor) and @AmandaP (Learning Advisor)
Khoros Ops/Support Eng Team - @WeiS and @mso
Technical Account Manager - @KelleyM
Splunk already has big plans for more enhancements on their community, such as Salesforce Connector integration, Bevy integration, and additional design work.
Many thanks to Jennifer Thomson (@JenniferTh) for co-authoring this post!
Atlas users, please take a moment to check out the Splunk Community! Reply to let us know what you like best about it!
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There should not be any duplicates in the results...meaning, a user should only show as having one rank. If you see otherwise in your search results, this could be a bug so please file a Support ticket.
The report will show you all ranks for all users. Our system does not have a report that would show the changes in ranks, however, we do have this feature that notifies you of any rank changes you set up in Admin. This is also why I recommend pulling this data once/month so that you can go back and reference to see if the count has changed for # of users at certain rank levels, or you could even look up a specific user and see how that person has progressed over time.
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Hi Toby! Just follow these steps and you'll get that info:
Go to Prod Admin > Metrics tab > User Reports
No need to enter any dates in the date fields as the system will pull ranks where they stand today (the system will NOT pull retroactively).
Leave all other fields as-is, particularly leaving the “Choose Rank” field at “any rank.”
Scroll down and click Search. The results will show up in the columns on the screen.
If you don’t see a column for Rank, add it.
Click Export to CSV to see/sort/filter in Excel. Using Excel, you’ll want to get a count for each rank level. I also like creating a chart to have a visual of how the ranks counts play out.
Since the system does not pull ranks retroactively, I suggest pulling this report once/month and saving it so that you can reference previous reports and trending information in regards to your ranks.
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I would go ahead and give this a try! But still monitor the posts and check for
1) the number of them coming in
2) feedback from your community about these types of posts
If a LOT of 1 and 2 are happening then you may want to consider adding a new TroubleShooting Forum or dedicated section to your Structure. That way, those posts don't disturb the tone or conversations elsewhere in your community.
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For our clients using the Community solution (and you aren't yet using Care in conjunction with it), take advantage of setting up Content Filters to monitor important terms, phrases, or mentions of COVID-19.
Also, if you're looking for initiatives to keep your community engaged, or increase engagement, check out my recommendations HERE!
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