Hello Atlas members! If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today!   Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Celebrating CMAD 2024 with a thank you This month, we recognize and celebrate the efforts of community managers around the world using different platforms and tools to build stronger communities, along with better customer experiences. This year, we want to flip CMAD on its head a bit and instead share my appreciation for everyone who has helped me build, and who continues to help me build, community here on Atlas.   Strategic Services Global Trend Round-Up: 1st February 2024 Congrats, everyone! We made it through January! Check out the latest trends and updates to round out the starting month of 2024.   Marketing Fresh Features Ep 3, January 2024 | Khoros Social Media Management Check out these new social media software capabilities that make social publishing and engaging even easier.   Now Available: Publish Stories directly to Instagram One of the most requested SMM features is now available! Users now have the capability to post Stories directly to Instagram through Khoros. Choose an Instagram account, and select "Stories" from the placement dropdown menu. A maximum of 10 images, videos, or a combination thereof can be published. Care Fresh Features Ep 3, January 2024 Launch | Khoros Service Our team is excited to share the latest features of our customer service software. See what new capabilities are available now.   Change Log: See when an integration has been reconnected Admins can now use the Change Log to see when a particular source integration has been reconnected. When any administrator takes a reconnection action, a Source Integration Reconnected event is added on the Change Log page.   Agent View accessibility and Brand Messenger update To maintain a11y compliance in Agent View, we have improved accessibility for the Suggested Knowledge Base Articles section below the response field. Agents can now press the Tab key to navigate among the tabs in this section and press the Enter key or the Spacebar to select a tab. The Brand Messenger Modern Chat Preview pane has been updated to more accurately reflect the appearance of the widget.   Communities Fresh Features Ep 3, January 2024 Launch | Khoros Communities Learn more about the two new engagement features, Ideas, and Rank, now available in the next generation of Khoros Communities.   Community Aurora 23.12 Release Notes Events are now released for General Availability (GA), and based on their notification preferences, members can now receive email notifications regarding Events. In this release, we've introduced two widgets on the Ideas Dashboard, Ideas by Age, and Idea Status Set/Idea Statuses.   Khoros Communities 23.12 Release We have enhanced the Inappropriate content reporting feature to align with DSA standards, empowering community members to report undesirable content. Now, they can report community posts (including comments and replies), Private Messages, and User Profiles. Anonymous reporting is available for both posts (including comments and replies) and User Profiles, ensuring a safer and more compliant online community experience.   Engaging Atlas Discussions Some discussion areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. How can you make it easier for Google to crawl your community site, @Mercedes_O asks? @Claudius chimed in with a helpful and thorough response, including custom code, and even created a separate how-to write-up. Way to go! Just how much can you restrict visibility of different areas of your community? @CarolineS and @Claudius were happy to explain. Great answers and great question @mmeagher! There's all kinds of neat platform functionality in sometimes unexpected places. @StanGromer found one such feature related to column sorting in Analytics that made his work more efficient and called it out for others. We appreciate it, Stan!   Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors: @tyw, @CarolineS, @StanGromer, @Akenefick, @Claudius, @CyJervis, @AbhishekIlindra, @isxtn, @JasonHill, and @Toby! ... View more

Happy New Year Atlas members!  If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today!   Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access.   Complimentary analyst report: Gartner’s Top Strategic Predictions for 2024 and Beyond  “AI” was the biggest buzzword of 2023. So how does it now fit into our future, and should executives be taking a closer look? This Gartner® analyst report explores questions like this, providing valuable predictions and insights for executive leaders.   Reddit for Brands: Navigating the Front Page of the Internet  Should brands use Reddit? And if yes, how should they use it?  In this article, we'll explore whether brands should use Reddit, how to use it effectively, and what key considerations they should consider when engaging in this space.   Marketing Social media engagement: What is it and how to improve yours Measuring value and engagement on social media isn’t a new concept to marketers. With current economic headwinds and increased pressures to prove ROI, social measurement has become paramount for marketers everywhere. When marketers understand precisely what resonates the most with their audiences, they can better tailor their content strategy to turn brand followers into brand advocates.   Marketing Release Notes  There was an issue with the Instagram API, causing Instagram Stories metrics to show zero Impressions and Reach incorrectly.  The underlying issue has been resolved, and the accurate number of Impressions and Reach will be updated as soon as we receive the data from the API.   Care Close the loop with Khoros Care for your CRM If CRM systems are the brain of any customer-first brand, its heart is the customer support software that delivers lasting customer experiences. The NEW CRM Connector enables agents to manage CRM records and cases while managing omnichannel customer conversations   Agent Assist feedback in Care In the Agent Assist area of a conversation, agents can now submit feedback regarding Agent Assist. This enables them to indicate whether module/widget content is helpful, unhelpful, incorrect, or missing information.  Agents can also choose to submit overall feedback on the feature.   New Post column filters With this release, the Manage View Post column now has three new filters: First Post, Reply, and Any Post or Reply for specific source channels: Khoros Community, YouTube, and LinkedIn.  These Manage View filters work only on specific channels, as these channels allow us to distinguish between parent posts and corresponding replies.    Achieve operational efficiency and customer service excellence Catch up on this 40-minute discussion with customer experience experts Audrey William and Wendy Mikkelsen. They look into how an integrative contact center approach enhances adaptability, real-time decision-making, and operational control to meet the constantly evolving customer experience standards Communities 4 Examples of Great Online Communities & How They’ve Prospered  Successful brands can interact with their customers in a variety of ways, from offering customer support to creating a space for peer-to-peer information sharing, fostering lasting brand relationships, and more. In this post, we’ll share community examples from leading brands with insights on what makes them successful.   Adding closed captions to videos You can now enhance your video content with closed captions that are displayed while the video plays, offering improved accessibility and engagement. Note: To enable this functionality, open a Support ticket.    Khoros Product Coaching Check out complimentary Khoros Product Coaching sessions to get hands-on help learning how to use a piece of functionality or area of Marketing, Care, or Community. Customers Only Marketing: Product Coaching Sessions Index  Care: Product Coaching Sessions Index Communities: Product Coaching Sessions Index    Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors: @CarolineS, @Claudius, @tyw, @krisortiz, @Toby, @AbhishekIlindra, @StanGromer, @CyJervis, @Drew_C, and @JasonHill! ... View more

Hello Atlas members! If you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today!   Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Strategic Services: Weekly Trend Report 23/11/23: On this week's Trend Report, we cover the latest TikTok trends, and Industry & Social Media News/Updates, with a dedicated section to OpenAI.   Marketing Notes included in Posts data export: Notes added in Khoros Marketing to posts in the Calendar now appear in data exports under Metadata Fields. When an account is in multiple Initiatives and auto-import is included, Notes appear only for the Initiative the post was published through unless an Initiative is specified. As such, the best practice for seeing notes for auto-imported posts is to select the initiative for your export.   Publish threads to X (formerly Twitter): Users can now post threads to Twitter directly through Khoros Social Marketing. After choosing a Twitter account, select Twitter Thread from the Format drop-down menu.   Now Available: User Activity Logs & Activity Exports (Auth, Labels, Approvals, User): We have improved governance in Marketing by adding User Activity Logs to track actions taken by users inside Marketing. Under Settings > User Management > We added a new section called User Activity Logs Here you can see actions taken by a user on another user, on initiatives, and account sets.   Care CRM Connector: The new CRM Connector is now available in Care. The CRM Connector provides a seamless integration between Care and Salesforce Service Cloud that enables agents to manage CRM records and cases more efficiently while managing their customer conversations.    New “Date Range” Change Log filter: The new Date Range filter for the Change Log enables admins to filter events by a predefined date range or a custom date range. The Change Log updates to display only the administrative actions taken within the selected date range.   Communities Consent for Embedding and Viewing YouTube and Vimeo Videos: To further comply with data privacy regulations, including GDPR, we've introduced an enhancement when uploading and viewing YouTube and Vimeo videos.  With this enhancement, interested customers can request their community members' explicit consent to use and store third-party cookies (from YouTube and Vimeo) to create and view posts containing YouTube/Vimeo videos   Events content type: We are pleased to announce that our new content type, “Events,” is ready for Beta. During this Beta period, you can explore the feature and begin setting up and testing events. We recommend not using this feature on your production community until the GA release early next year.   Ideas Dashboard for analytics: With this release, we introduce the Ideas Dashboard. This dashboard shows the metrics related to Idea boards and Ideas in the community. Analytics users can also view engagement data for ideas, comments, and votes.   Webinars & Events Some event areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right), and type Customer Access. Available On-demand Unlocking Insights: Organic vs. Paid vs. Ads: Watch this webinar to understand better the different content types you can report on to help make informed, impactful decisions based on accurate data.   Agent Assist 101: Enhancing Customer Service Efficiency: Watch this webinar to learn more about agent assist's capabilities and how you can configure modules and widgets to drive agent efficiency. Agent assist gives your Care agents the most relevant and helpful resources right at their fingertips, driving agent efficiency and increasing customer satisfaction.   Engaging Atlas Discussions Some discussion areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Huge high-five to @tyw for sharing his team's process for reducing forum spam by 70%! From improving processes, to building automations and customizations, he lays out the steps they took so you can learn and try it for yourself. It's definitely worth a read. Advanced community builders will appreciate this great exchange between @Jk07, @VikasB and @AmanMalhotra about the differences between API v1 and v2 for pulling and manipulating community data. Special thanks to @AmanMalhotra for the very thorough and helpful reply - way to earn that Accepted Solution! Ever wondered what the best way is to handle ex-employees who have posted in your community? @Mercedes_O kicked off a great discussion to find answers, and@AbhishekIlindra, @tyw, @CyJervis, and @JasonHill all shared their own insights. Thanks y'all for passing along your wisdom   Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors: @tyw, @Claudius, @AbhishekIlindra, @CarolineS, @Toby, @Akenefick, @tminett94, @StanGromer, @CyJervis, and @Jk07! Learn about what it takes to ascend to Titan status ... View more

Hello Atlas members! If you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today!   Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Recap: Q&A with the Khoros Product Team Whether you missed it, or want to see it again, the Khoros Fresh Features Live Q&A is now available on demand! Check out the Q&A on-demand, as well as other resources to help you unlock the full power Khoros has to offer. If you have any additional questions for our product managers, please leave a comment on this blog and we'll be sure to get your questions answered.   Strategic Services: Weekly Trend Report 2/11/23  Going over the new LinkedIn Premium features, Threads updates, social trends and more!     Marketing On-demand Unlocking Insights: Organic vs. Paid vs. Ads  In today's digital landscape, differentiating between Organic, Paid, and Ads content is paramount. This distinction enables your team to optimize strategy, budget allocation, and performance assessment. Check out this webinar to understand better the different content types you can report on to help make informed, impactful decisions based on accurate data.   Now Available: User Activity Logs & Activity Exports (Auth, Labels, Approvals, User) We have improved governance in Marketing by adding User Activity Logs to track actions taken by users inside Marketing. Under Settings > User Management > We added a new section called User Activity Logs Here you can see actions taken by a user on another user, on initiatives, and account sets.   Now Available: X (Twitter) Threads Publishing and Analytics This update allows Threads published via the platform and their metrics to be categorized and grouped together in connection to a Thread format. However, threads published outside the platform will continue to be categorized as responses.   Care Help Has Arrived: Agent Assist is Now Available We're pleased to announced that Agent Assist for Khoros Care is now generally available (GA). This means that all Care customers can harness the power of Agent Assist to boost agent efficiency and provide better customer experiences.    New Closed Engagement Rate metric The new Closed Engagement Rate metric has been added to the Agent Performance widget. This metric measures the percentage of conversations with engagement that the agent closed during the specified time period. Closed Engagement Rate is calculated by dividing the number of Closed Engaged conversations by the number of Closed conversations (CER = Closed Engaged/Closed).   Change Log filters temporarily removed The Events filter and the Users filter have been temporarily removed from the Change Log page. Improved and more robust filters will be available in an upcoming release. Learn more about the Change Log.   Default selection for single-select multiple choice questions on secure forms When admins add a single-select multiple choice question to a secure form, add Multiple Choice Options, and then arrange those options in the desired order, the first option in the list is now automatically designated as the default selection and appended with (DEFAULT SELECTION). Additionally, the Required toggle is now turned on and cannot be turned off for these types of questions.   New “Show typing indicators to agents” setting in Brand Messenger The new Show typing indicators to agents setting in Brand Messenger enables admins to show or hide from agents that a customer is typing.   Communities Adding closed captions to videos You can now enhance your video content with closed captions that are displayed while the video plays, offering improved accessibility and engagement. Note: To enable this functionality, open a Support ticket.    Khoros Communities: A More Open, Extensible Platform Learn how the latest version of Khoros Communities, Aurora, has enabled the platform to become even more robust, flexible, and heavily customizable.   Member Experience  Co-authoring for blog posts and knowledge base articles Recognizing co-authors along with the main author is a way to acknowledge everyone who contributes to a piece of content and enhance the overall quality and credibility of the content. It also encourages collaboration and fosters a sense of community among contributors and readers.   Administrator Experience Engagement drill-down views for Forums, Blogs, and Knowledge Bases With this release, Analytics users can view engagement data for Forums, Blogs and Knowledge Bases.   Developer Experience Ideas With the introduction of the Ideas feature, Ideas page templates, and Ideas support, we are also providing Ideas GraphQL APIs.     Engaging Atlas Discussions Some discussion areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. What's the difference between discussion styles in the Community product, @obrienpaule asks? @kkritika and @StanGromer  both chimed in with helpful responses. High five, y'all! Sometimes the best advice is not how to do it, but whether you should do it. Props to @StanGromer r for offering his wisdom on why trying to change how the community handles redirects can cause headaches - your knowledge and experience are impressive! Trying to assign roles to all community users in a CSV file? @tyw  shared some ideas with @Kerri  on how to potentially do so. Grats on earning an Accepted Solution, Ty! @MariaKyrychenko got  helpful reply from @AbhishekIlindra on how to identify posts on the community with specific words using the API. Thanks for supporting your fellow devs!   Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors: @CarolineS, @Toby, @StanGromer, @tyw, @Akenefick, @AbhishekIlindra, @Drew_C, @tminett94, @karuna179, and @Claudius! Learn about what it takes to ascend to Titan status ... View more

Hello Atlas members! If you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today!   Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Congratulations to the 2023 Kudos Awards Winners & Finalists! The Khoros Kudos Awards is an annual customer awards program that recognizes leading B2C and B2B brands who innovate to connect, service, and establish trust with their customers through the modern digital channels people prefer, including social media, websites, brand messaging, online communities, and more. We are so excited to announce the winners and finalists for 2023!   Live Q&A with the KhorosProduct Team Oct 18th, 10am CT Our Khoros product team will present an overview and take questions on the latest Khoros innovations across our product line up. Join us to get an understanding of how these new feature and capability releases can bring more value to your Khoros tech stack, and get your questions answered live by the folks who shape and build our solutions. Marketing Announcement: LinkedIn Followers by Industry Update The API supporting the LinkedIn Followers by Industry widget has been updated to match the industry breakdown found in native analytics. Due to this update, some of the existing industry names have changed and new industries have been added.  X, formerly Twitter, API Update X, formerly Twitter, is continuing to evolve their commercial strategy and modernize their API platform and will officially deprecate select legacy v1.1 API endpoints. One batch of changes will occur on Sep 20, 2023, and the second batch will follow on Nov 20, 2023.   Care New Feature: Agent View performance improvements With this release, we have made several backend updates to Agent View. Agents should experience faster loading times and improved performance, particularly when working in the Queue Panel.   New Feature: Default agent response handle When an agent responds to a customer, the correct response handle is now selected by default. This ensures that agents do not accidentally respond with the wrong handle.   New Feature Update: Change Log (Beta) Note: The beta release of the Change Log has been delayed. The feature will be available and enabled by default for the following release. The new Change Log feature in Care enables admins to track administrative actions taken by other users in their organization.   Communities Enhancement: API support to view content that’s been hidden from lists and menus With this release, an API parameter has been introduced to view content from boards even if the Hide from lists and menus setting is enabled for the board. For more information, see messages collection.   Aurora Member Experience: Registration window password requirements When new users are registering for your community and their cursor is in the Password field, they can now review a list of the community’s password requirements.   Aurora Administrator Experience: Schedule Analytics reports to be emailed to you  With this release, Analytics users can schedule analytics reports and have them emailed to themselves. Below is an example of the Reports page with the status of report schedules.   Aurora Developer Experience: Dev Tools API Apps The Dev Tools area of the admin has a new section dedicated to generating app credentials for Aurora's GraphQL API. This section enables you to generate unique OAuth 2.0-compliant client secrets and IDs for any applications you are developing that will use the GraphQL API.   Webinars & Events Some event areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right), and type Customer Access. Upcoming Live Q&A with the Khoros Product Team  Wednesday, October 18 Community | 10 am CT / 4 pm BT SMM / DCC / Advanced Community Management | 11 am CT / 5 pm BT   Available On-demand Advanced Product Webinar: Agent Performance Table on-demand Take advantage of this on-demand webinar to help unlock the potential of the Agent Performance widget and elevate your agent management strategy.   Engaging Atlas Discussions Some discussion areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. What are some ways to identify and address ChatGPT-generated forum spam? @aacker  kicked off the topic and @GlennD , @linadabas, @tminett94 and @JCloutier all chimed in with good ideas. Appreciate the helpful exchange, y'all! Knowing which of your community members is marking posts as Accepted Solutions can be helpful, but how do you know who those people are, @Mercedes_O  asks? @tyw and @VikasB both offered ways to find out using Admin tools and API calls. Thanks for helping out! High five once more to @VikasB  for such a helpful and thorough response to @KristenMeren's question on exporting idea statuses via API! Way to earn that Accepted Solution.   Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors: @tyw, @VikasB, @Akenefick, @tminett94, @luk, @brittanycarmona, @StanGromer, @Lief, @GlennD, and @krisortiz! ... View more