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

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. BRAND CONFIDENCE GUIDE: Customer Advocacy Khoros surveyed 1,620 adult consumers to understand better sentiment surrounding the state of consumer confidence in brands and the factors that drive customer loyalty. The results from our research paint a picture of how consumers view their interactions with brands while offering insight into what those brands can do to gain customer trust, support, and confidence.   Khoros Fresh Features: Episode Two Fresh Features is a recurring video series to help you learn more about significant product releases from the previous quarter and high-level product focuses for the next quarter.   The Social Media Surthrival Guide for Enterprises Throwback to when we were joined by the Head of Partner & Customer Engagement for Lyft Bikes, Scooters & Transit, who leads the smallest team with the biggest impact, Chris is looking to give back to the customers that helped Lyft become a leader in ride-sharing.   [Podcast] Gamification in the Wild: Giving back to build Brand Loyalty​ We are very excited to be joined by the Head of Partner & Customer Engagement for Lyft Bikes, Scooters & Transit, who leads the smallest team with the biggest impact. Chris is looking to give back to the customers who helped Lyft become a leader in ride-sharing.   Marketing Announcement: Advanced Twitter Metrics Changes The API supporting Advanced Twitter Metrics is being deprecated. In order to continue providing these metrics, Advanced Twitter Metrics have been switched over to a new API, which includes differences.    Custom Metrics: 3 Tips and Use Cases for Improving Reporting Define success in ways that matter to your business, not how the networks choose to define it. Calculate custom rates across channels, as well as paid, owned, and earned analytics to unify performance data in the Khoros platform. Spend less time exporting and manipulating data to get to insights faster by defining metrics that reflect your business’ needs.   Care Manage View: Engagement Status filters and Needs Attention column With this release, we have a new personalized Manage View column- Needs Attention in My View. A conversation is moved to the Needs Attention column in different scenarios   Communities What's changed in the next generation of Khoros Communities? What's changed in the next generation of community? Learn more about the powerful updates and improvements in the new version of Khoros Communities.    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 Advanced Care Webinar | Agent Performance Table, Sept 14th Take advantage of this chance to unlock the potential of the Agent Performance widget and elevate your agent management strategy.    CMX Summit, Oct 4th-5th Khoros will be at the biggest community industry conference of the year, CMX Summit 2023, in San Fransisco on October 4-5! Register now to learn from thought leaders shaping the future of community building.    Community Technology Summit, Oct 4th Join Khoros at Community Technology Summit, a one-day immersive learning experience for online community professionals at Convene Boston on Wednesday, October 4, 2023. We can't wait to see you there!   Available On-demand Navigating the Changing Community Landscape Webinar In this on-demand webinar, learn how to elevate your community program's success in today's ever-changing economic landscape with expert tips and seven unmissable truths for community managers.   Advanced Product Webinars On-demand  Deep dive into your Khoros solution with advanced features and applications, followed by a live Q&A   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. Double high-five to @Akenefick for helping to create not one, but TWO epic Developer Discussion threads last month! One was about moving a post from the Production server to the Stage server in the community, and another focused on adding a link to the post editor page. We appreciate the super helpful replies.   Thanks to @VikasB and @kkritika for the helpful responses in a discussion on editing text placeholders on the community using a script. You gave a quick, concise, and valuable reply - exactly what we love to see from community members!   Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors: @Akenefick, @isxtn, @StanGromer, @Lief, @CarolineS, @VikasB, @allensmith81, @Drew_C, @rosdyana, and @krisortiz! Learn about what it takes to ascend to Titan status   ... View more

Hello Atlas members! Khoros is working to build modern experiences to enable you to quickly tap into future trends in technology. 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. Introducing the next generation of Khoros Communities  We're thrilled to announce the launch of a game-changing new version of Khoros Communities, with powerful tools to design and manage your community, create more engaging member experiences, and integrate community more fully into your digital ecosystem. Khoros Fresh Features: Episode Two  Fresh Features is a recurring video series to help you learn more about significant product releases from the previous quarter, and high-level product focuses for the next quarter. Atlas Updates: Cleaning Up Customizations As part of our cleanup, the majority of our past customizations are being deprecated entirely. These mostly fell into either minor style tweaks or functionality that has become core to the product (or will be in Aurora).   Marketing Admin Panel Overview - Product Coaching Session In this session, we will dive deep into the Admin Panel—a potent tool designed to empower marketing administrators like you. Discover how to optimize your marketing endeavors and streamline your team's operations like never before. Now Available: Create and Manage Link in Bio Pages with Khoros Marketing Khoros Marketing now offers the capability for users to create and manage their own Link in Bio pages for their Instagram accounts   Care Preview and download images in Brand Messenger, and SSO IdP In Brand Messenger Modern Chat widget conversations, users can now hover their cursors over an image thumbnail and then click the Download icon to preview the full-sized image in a new browser tab and download it. Also with SSO IdP, admins access can now use their IdP to update an agent’s team assignment. Users can enable this setting from the Care Config menu. Update Brand Messenger mobile SDK display settings, and new icons for forms Users can now update the display settings of their Brand Messenger mobile SDK directly from the Care interface by configuring the widget ID. At the bottom of the Author Panel, on the Forms tab, secure forms are now displayed with a lock icon, and standard forms are now displayed with a form icon.   Communities Roles & Permissions: On-Demand Advanced Product Webinar Watch this on-demand webinar and improve your understanding of how Roles & Permissions work and some best practices for implementing them in your community. Community Aurora 23.6 Release Notes The 23.6 Release includes content workflow for knowledge base articles and blog posts, private message reporting, a way to look up a member’s permissions, Analytics enhancements, content filters, URL redirects, and other improvements. State of Community Management 2023 Report: Biggest Takeaway We highly recommend you take a dive into the full report to get all the best insights, but here we’ve provided the top takeaway to help your community thrive in the ever-changing digital landscape.   Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors: @StanGromer, @tyw, @Mercedes_O, @shavetas, @Akenefick, @briuanagreen, @tminett94, @suemacaluso, @isxtn, and @bkling! ... View more