About the Salesforce and Aurora integration
The "Khoros Connector for Salesforce" enables you to create a tight integration between your Khoros Community Aurora content, Salesforce content, and Salesforce cases. For more information on setting up this integration, contact Khoros Services. Note: You must have a full Salesforce license to take advantage of the Khoros/Salesforce integration. The following are the key features of the Aurora and Salesforce integration: Automatically escalateunanswered threads toSalesforcecases Manually escalate threadstoSalesforce cases Provide a private support case portal to their community members View community member details and statistics within Salesforce Use enhancedfederated searchacross Aurora and Salesforce content Link Salesforce and Khoros Community Aurora content viapostbackfrom Salesforce to the community Before you start Decide on your target Salesforce environment. Khoros strongly recommends that you first enable the integration in a Salesforce developer or sandbox org before deploying the integration to your production environment. Make sure you have your Salesforce integration enabled in the Aurora community environment that will connect to your Salesforce environment. Your Khoros Customer Success Manager can assist with this process. Khoros will enable the integration in your staging environment before enabling it in your production environment. Learn more about Installing and configuring your Khoros/Salesforce.com v3/v4 integration.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 v4.3 Salesforce integration and does not support previous versions (v1/v2/v3/v4). If you are an existing Community Classic customer who has recently migrated to Community Aurora, you must migrate from v1/v2/v3/v4 to v4.3 Salesforce integration. To initiate the migration process, contact your Khoros account team. If you are a new customer to Community Aurora and are looking to install 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, you can 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 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 messagesConfigure Salesforce integration in an Aurora community
After you set up your Salesforce environment, you need to 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 Salesforce integration: Sign in to the community as an Admin. Go to Settings > Features > Salesforce. From the Settings section, configure the following: In Username for Salesforce, click 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 passwordandyourSalesforce.comsecurity token in this field. For example, if your password is “secret” and your security token is “1234,” you would enter “secret1234” in this field. If you have lost your security token, consult theSalesforce.comdocumentation on how to reset it. 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.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: Log in to your Salesforce.com environment. From the dropdown on the top right of the page,select App as "Khoros Salesforce Integration." Click the Custom Settings tab. Go to the Feature Settings tab and click 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 theCommunity User Triggerbelow 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 theCaseTriggerbelow 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 (appliesto 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 offtriggers on cases, which synchronize case status changes with community and also mark a case as closed. Enable Case Comment Emails:ToggleCase 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 thecreation 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 andLightning Knowledgeoptions 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. Click Save. Configure your remote site access. Click the Community Settings tab and click Create. Enter the Community Settings: In the Community Id field, 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,clickEdit.) In theUsernamefield, 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 usesthe same email address as their Salesforce account, their personalcommunity 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. Enter the Khoros Password associated with above username. Enter the Base URLvalue according to your Khoros environment (see below).Note: Be sure to include thehttps://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. Enter theContext Name.Set 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 oftapestry.context.namefrom your community config. Click Save. To set the maximum number of search results to be returned in the Federated Search component, go to the Feature Settingstab and set the No of Federated Search value. Click Save. With HT-Access turned off in the Khoros community: Khoros Community 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. 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.com Note: Contact yourCustomer Success Manager to get your Community ID.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 CommunityAbout the Aurora Case Portal
After you set up the Salesforceintegration with your community, you can activate the Case Portal within the community. The Case Portal enables members to: Create Support Cases directly from the community. Correspond with Support agents on cases via case comments in the community. Cases can be discussed in public and private areas of the community. Access their open and resolved cases from a private community page regardless of where that case originated. For example, you might have created several support cases via different channels (phone, email, Facebook, Twitter, and/or the community). The Case Portal enables you to access and respond to all of your cases regardless of how they were originally opened. In the Case Portal, all the interactions between the Support agent and the user are captured in threaded conversations. To enable Case Portal for your instance, open a Support ticket. After the Case Portal is enabled in your community, you can set it up by performing these tasks: Enable and configure the Case Portal in Community Admin Set up Case Portal permissionsAurora: Install the Salesforce integration package
Khoros periodicallyreleases updates to theConnector 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 document explains the basic deploymentprocess for a new deployment of the Khoros Connector package to your Salesforce org. The process uses the standard Salesforcemethodology for deploying managedpackages from the AppExchange. To install the integration package for the first timein yourtarget Salesforce org: Download the appropriate package: Production Package Sandbox Package Click Get it Now. Select Install in productionor Install in sandboxandclick 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 toSetup > Installed Packages: The Khoros Salesforce Integration app in the app navigation menu is located on the top-right corner of the Salesforce window: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 toSetup. Go toAdministration Setup > Security Controls > Remote Site Settings. By default, two Remote Site Settings with the NameSpace prefix "LiSFintegration" appear. For the Khoros (Lithium) setting, clickEdit. Enter theBase URLvalue according to your Khoros environment.Note:Be sure to include thehttps://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). SelectDisable Protocol Security. (If you have HTTPS enabled, you can keep this setting enabled.) Salesforce.com expects data to be transmitted via HTTPS (a combination of HTTP and the SSL protocol). The Khoros/Salesforce.com integration talks to your community using its provided REST API, which is publicly available and is accessed via HTTP. ClickSave. ClickEditfor theSFSelfsetting and provide the Remote Site URL as your existing signed-in Salesforce URL (for example,https://na16.salesforce.com). ClickSave. 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): ClickNew Remote Site. EnterSFSelfInstancefor theRemote Site Name. Enter yourRemote Site URL(for example, "yourinstance.salesforce.com"). Enter aDescriptionfor this site. SelecttheActivecheckbox. ClickSave.Aurora: Synchronize community members with Salesforce
After integrating the Salesforce environment with your community, you can sync community members’ data, including their profiles and metrics, with your Salesforce environment. This enables Salesforce users to access up-to-date information about community members, ensuring consistency between the community members’ data and Salesforce records. In the Salesforce Settings area (Settings > Features > Salesforce), admins can: Enable user synchronization Configure both automatic and manual data synchronization Reset all user data synchronization, removing existing community members’ data from the Salesforce environment To enable and configure user synchronization: Sign in to the community as an admin. Go to Settings > Features > Salesforce. The Salesforce Settings page opens. Go to the User Synchronization section and configure the following: User Synchronization: Turn on the User Synchronization option. When enabled, all registered community members are replicated in Salesforce along with their profile and metrics data. Auto synchronization interval: Set the time interval in minutes to auto-synchronize members’ data in the specified intervals. Here, you can view the next sync date and time. Manual synchronization: To synchronize manually, click Synchronize. After the manual synchronization is initiated, you cannot reset or synchronize until the current process is completed. Here, you can view the last sync date and time. Reset all user synchronization: To reset all user synchronization and remove community members' data from the Salesforce, click Reset. Synchronization status: Shows the current status of member data synchronization with Salesforce.Aurora: Enable and configure Case Portal
Prerequisite Case Portal must be enabled for your Community to complete this procedure. If you need Case Portal enabled for your instance,open a Support ticket. To enable and configure the Case Portal: Sign in to the community as an Admin. Open the Account menu and click Settings. Go to Features > Salesforce. Go to Case Portal Integration and configure the following: Case Portal: Turn on this option to enable Case Portal in the community. You must have a valid integration with Salesforce CRM to use this feature. Case creation: Turn on this option to enable members to create support cases from the Case Portal. Case update: Turn on this option to enable members to update a case. API error messages: Turn on this option to allow users to see the actual error messages generated by the CRM instead of generic error messages. Case portal field customization options: CRM Fields to include as filters in the Case Portal: Specify the names of the CRM fields that you want to configure as filterable columns in the Case Portal page. Modifiable fields when editing cases: Specify the names of the CRM fields that you want to configure as fields that can be modified in the Case details page. Note: You must turn on the Case Update option to modify the configured fields in the case details page. Custom fields in case creation form: Specify the CRM fields that you want to configure as a fields in the Create Case page Custom fields in case view:Specify the CRM fields that you want to configure as a fields in the Case details view page. Case list custom columns:Specify the CRM fields that you want to configure as a fields as a column in Case Portal page. Close case settings: Close Case form status field: Enter a comma-separated list of statuses to be displayed in the Close As status field. These entries must match entries in your CRM. Close Case form comment field: Enter a comma-separated list of values to be displayed in the Comments field. These values can be anything you want to reflect close reasons. For example, “Found my answer” or “Agent fixed my issue.” Query parameters override: Account cases: Enter a SOQL custom query WHERE clause to override the default query or comma-separated parameters to append to the existing query to display specific cases to Supervisors in the Case Portal. If left blank, the Case Portal shows the default Supervisor cases. My cases: Enter a SOQL custom query WHERE clause to override the default search query or comma-separated parameters to append to the existing query to display only specific cases in the Case Portal. If left blank, the Case Portal shows the default list of cases. 4. Click Save.
