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: Publish knowledge base articles
When a knowledge base article is reviewed and approved to be published, there could be two scenarios for publication: They are ready to be published and you can go ahead and publish it. They are waiting for an event, such as a product release or update, and needs to be published at a later date. To publish articles immediately, click the Publish button. The article is immediately available for viewers to read. Scheduling content to be published later The scheduling feature gives you control in managing when your knowledge base article is published to the community. This makes it possible to manage your growing inventory of content. When scheduling at a future time, you can indicate the time zone to use. Check out the walkthrough below to learn how to schedule a knowledge base article for publication. Same applies for blog posts. 14 STEPS 1. Open the draft of the article that you want to schedule to publish. Click Edit Draft 2. The article opens in an editor. Scroll down the page and click Publication Schedule 3. Click the text box to choose the time 4. Pick a date 5. Pick a time 6. Pick a Time Zone 7. 8. Click Schedule 9. Your article is now scheduled to be published 10. Click Change if you want to reschedule 11. Select a date, time and timezone 12. Click Change 13. Click Remove, if you want to remove the scheduling 14. The schedule is removed. Here's an interactive tutorial https://www.iorad.com/player/2052286/Schedule-Publiation Permissions Permission Purpose Additional permissions required Publish articles To publish or schedule KB articles View draft articles Related topics: Create a Knowledge Base articles Edit articles Follow Content TagsAurora: Create a knowledge base article
Community members can create knowledge base articles in KB boards they have permission to access. When authoring articles, you have the option to publish immediately or save your progress, and edit or publish at a later time. 25 STEPS 1. On your Knowledge Base board, click Start your article. If you do not see this button, check with your Admin. 2. The article editor opens 3. Enter a Title. 4. Optionally, type an Introduction 5. Enter the content for you article. 6. Use the editor tools to modify the look and feel of your content 7. For example, add a smiley! 8. 9. Let's take an example on uploading an image. To upload images, click Camera 10. Choose from the dropdown from where you want to upload the image 11. You can also copy-paste an image. Use the re-size options to resize the image 12. Drag and drop the image to rearrange it. 12b. Drop 13. 13b. Drop 14. 15. Add a caption 16. Optionally, add attachments. 17. Add Tags to categorise your content and make it more findable. 18. Click Tag 19. Click Tag 20. Start typing a tag name. You can either select from predefined list of tags or add new ones. These depend on the Community Settings for Tags. 21. Tags added are displayed 22. Optionally, you can add Article Summary and SEO Content 23. Select Notify Followers, if you want the followers of this node or article to be notified of changes. 24. When your content is ready to be published, click Publish. 25. The article is published. The article is immediately available to members on your Community. Here's an interactive tutorial https://www.iorad.com/player/2051649/Start-an-article Published articles are available immediately in the community. When other members find and read this content, they can like or comment on it. Members with appropriate permissions can view the author's profile, mark if the article was helpful, and add more Tags. As an author, you can always come back and edit this content later to add more info or make any corrections. 10 STEPS 1. While creating your content you can always save the draft and come back later to work on it. Click Save Draft 2. The draft is saved with a version number 3. Let's see how you can find this draft. Go to the board where the draft was created. Click Options menu and click Manage Content 4. The Content Management Dashboard opens. 5. You are automatically taken to the Drafts tab 6. Depending on your permission, you can see all the drafts. Members can mostly see only their own drafts. Click the article you want to work on. 7. When the draft is ready to be published, click Publish 8. The published version get a new version number. 9. Your draft is published. 10. Scroll up and that's it. You're done. Here's an interactive tutorial https://www.iorad.com/player/2051697/Intermitted-save--drafts Notes: You can use markdown syntaxes while writing the content instead of formatting the text using toolbar options. Also, you can use other keyboard shortcuts to work quickly and efficiently. Learn more about keyboard shortcuts. While creating an article, the content is auto-saved. Upon reloading the page, the content is auto-recovered and you can continue to edit. Admins and members who started the article or have edit access to the article can add or remove tags.. By default, members who comment on an article, automatically follow or subscribe to the article. If you do not want the "Helpful Vote" to be visible to your readers on published articles, please contact Support. Permissions Members with the Create, edit, publish, and manage articles permission have total control over the Knowledge Base node. They can create, approve, manage, and publish articles. By default, this permission is denied. To start your own article, you must have the Start new articles and edit drafts permission. This permission is granted by default to Authors. Members with the View draft articles permissions can view the draft of articles. Managing published articles Members with elevated permissions (like admins and moderators) can perform a variety of content management tasks on published KB content. These tasks include: Move the article to another location on the community View the revision history of an article Edit and restore Delete the article Reject Content Report Content Block edits to the article Block comments Most of these tasks are available from the Options menu: Note: If you don’t see any of these menu options, you do not have the required permissions to complete these tasks. Related topics: Create a Knowledge Base (KB) board Commenting on articles Edit articles Publish articles Report inappropriate Follow Content TagsKhoros Communities: Aurora 25.03 Release Notes
The Khoros Communities: Aurora v25.03 Release introduces performance improvements, several new permissions, the ability to download your case list, moderation enhancements, post activity limit updates, improvements to the developer experience, and many bug fixes to improve the member experience.Aurora: 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 synchronization
