Aurora: Escalate discussions to Salesforce
Forum discussions can be escalated either manually or automatically You can also escalate replies to forum discussions. Members with the View escalations permission can see the details about the escalation. Manually escalate forum discussions to Salesforce Members with either the Escalate a discussion to the CRM systemand the Escalate one's own discussion to a CRM system permission can escalate discussions to Salesforce. Those with theManage escalation settings and providers permission can also set the Escalate discussions settings for the forum board. To manually escalate a discussion: Open the Options menu for the discussion. Click Escalate to Salesforce. A window opens where you can enter the details for the escalation. Enter the Reason and Comments for the escalation. Click Escalate. You receive confirmation that the discussion has escalated successfully. On the discussion page, you can see that the discussion was escalated along with details on who escalated it and when. Escalate discussion replies Members with either the Escalate a discussion to the CRM system or the Escalate one's own discussion to a CRM system permission can escalate discussions to Salesforce. Automatically escalate discussions to Salesforce You may want to automatically escalate discussions or replies within your community. This urgency could be due to issues raised by members with elevated roles or the need to promptly address and resolve cases within the community. To address this, you can designate a board specifically for discussions and/or their replies to be escalated automatically. You can also set a waiting period for a response (either a reply or a solution), after which the discussion is escalated automatically. Let’s understand these settings: Scenario 1: If you want to automatically escalate a discussion based on the author’s role, set the Automatic escalation by role settings as shown below. In certain cases, you may not want to regulate escalations from specific members within the community. For instance, admins and moderators might post discussions solely for informational purposes rather than issues or cases requiring escalation. Follow the steps below to implement this control: Click Edit next to the Automatic escalation by role setting. A window where you can set the roles opens. You can do one of the following: Select Exclude escalation of posts from the roles below. In the following example, the roles Administrator and Moderator are selected. This ensures that discussions authored by members with these roles are not automatically escalated. Select Only escalate the posts from the roles below. In the following example, a “CategoryExpert” role is selected. This ensures that only those discussions authored by members with these roles are automatically escalated. Click Save. Scenario 2: To prevent discussions from remaining unattended for extended periods and potentially leading to unresolved issues, you can turn on the Automatic escalations for unanswered discussions option. Configure the Wait time before escalating unanswered discussions settings to ensure timely escalation. Click Edit to set the time in minutes to wait until the discussion is escalated, and click Save. In the example below, discussions in this board are escalated to Salesforce if they remain unanswered for 2 days. Scenario 3: To prevent discussions from remaining unresolved (Mark as Solution) for extended periods, you can turn on the Automatic escalations for unsolved discussions option. Configure the Wait time before escalating discussions with no solutions settings to ensure timely escalation. Click Edit to set the time in minutes to wait until the discussion is escalated and click Save. In the example below, discussions in this board are escalated to Salesforce if they remain unresolved for 2 days. View escalation details On the discussion page, members with the View Escalations permission can see the details about the escalation. Click View Details to view case details such as case number, when and by whom the discussion was escalated, the status of the case, and the last update date.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 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.Aurora: 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: 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: Create a new Salesforce email service
After configuring thecustom Salesforce settingswith the help of Khoros Community integration package, you must: Create a new email service Create a new email address under email reply handler Disable workflows(for upgrades only) Important:If your community is connected to a Salesforce instance that has a namespace prefix, the Community config 'salesforce.api_namespace = <Namespace of org you are connected with>' needs to be updated. To have your namespace updated,open a Support ticket. Create a new email service In the Salesforce portal, go toSetup > Develop > Email Services. ClickNew Email Service. In theEmail Service Namefield, enter "Email Reply Handler.” Search and attach "EmailReplyHandler" in Apex Class. ForAccept attachments, selectNone. ClickSave. Create new email address under email reply handler In the Salesforce portal, go toSetup > Develop > Email Services. ClickEmail Reply Handler. SelectNew Email Address. ForEmail Address Name, enter "Default." For theEmail address, enteremail_reply_handler. Remove values fromAccept Email From. ClickSave. Disable workflows(for upgrades only) If you have upgraded the Salesforce Connector from a version lower than v4.2, all existing workflows for sending emails to Case contacts are moved to triggers. Since it is not possible to deactivate existing workflows via upgrades, you must do so manually. Go toSetup > Workflow rules > Mark below mentioned workflows as inactive. Notify customers (with access) on Case creation. Notify customers (with access) on Case status change. Notify customers (without access) on Case creation. Notify customers (without access) on Case status change. If this is not done, users will receive two email alerts for each case activity relating to case creation, case status updates, and case comments.Aurora: Add federated search component to the Salesforce sidebar
The Federated Search feature includes relevance search filters and contextual search results that enable Salesforce Customer Support Executives (CSEs) to make quicker and more effective customer query and issue resolutions. The features include: Search filters: You can filter search results by Posted Date and Case Status. Note: When performing a federated search, you can filter for results for up to 3 connected Khoros communities as described under Configure Custom Salesforce settings. Link search results to cases: While reviewing search results, CSEs might find a particular search item useful for resolving a case. CSEs can use the Link to Case option to associate a search result with a case thereby providing an existing solution or a helpful article/post be linked to the case. Improved handling of case interrupts: When Salesforce agents create new cases, they can now refer to existing content, which might help defer future cases or provide an already available solution. The Enhanced Federated Search reads the case info (subject, description) and shows content related to the case, sourcing information on similar Salesforce Cases, Salesforce KB articles, and Khoros Community posts. When agents find content related to the case, they can add it to the case as Related Content. Add Federated Search component to the Salesforce sidebar To take advantage of the Enhanced Federated Search, you must select the Khoros Home Page Layout for the System Administrator assignment and thenenable the Federated Search componentfor all other Salesforce pages. To add the search component to your Salesforce sidebar: In Salesforce, go to Setup > App Setup > Customize > Home > Home PageLayouts. Click Page Layout Assignment. Click Edit Assignment. Click System Administrator. Select Khoros (Lithium) Home Page Layout. Click Save. To make the Federated Search component persistent on all other Salesforce pages, you must enable it at Setup > App Setup > Customize > User Interface > Show Custom Sidebar Components on All Pages. When enabled, the Federated Search component displays on the left-side of the page, as shown here: Searches performed with the Salesforce Federated Search return results from all integrated repositories in a single search-results page. Note: Integrated repositories include Salesforce.com cases, solutions, and knowledge articles and Khoroscommunity content. Currently, the Salesforce API call limits you to searching 3 communities at one time. If you have more than three communities connected in your integration, you can select up to three of them at one time in the filter options shown above. Set the maximum number of results for theSalesforce federated searchcomponent Sign in toSalesforceas an Admin. Go toCustom Settings > Feature Settings. ClickEdit. In theNo of Federated Searchfield, set the maximum number of resultsto return. ClickSave.Aurora: Modify Contact, Case, Solution, and Account Page Layouts and set up Reporting Dashboards
After you’ve deployed the package, you must add its custom fields to your Contact, Case, and Solution page layouts. How you add these fields depends on your organization’s needs.Refer to the Salesforce.com documentation on administering page layouts. You can also use the fields within the package to create new reporting dashboards as needed. The Khoros Salesforce.com integration includes a default Dashboard Folder as a place to start, and this article provides overviews of the functionality of the included Dashboard components. Refer to the Salesforce.com documentation on creating and administering dashboards. Contact Page You can add one of these Salesforce.com Visualforce pages to your Contact page layout: Contact User Metrics (Component name: ContactUserMetrics): This Visualforce page provides message posts, logins, private messages sent—among other community metrics—for the community user identified by the Salesforce.com Contact. Contact User Details (Component name: ContactUserDetails): This Visualforce page displays the community user’s avatar, first and last names, rank, and roles. Contact User Message History(Component Name: ContactUserMessages): This Visualforce page displays two panels: a list of the messages most recently read by the community user and a list of the messages most recently posted by the community user. To access the Contact page in Salesforce: Go to Setup > App Setup > Customize > Contacts > Page Layouts > Contacts > Page Layouts > Page Layout Assignments. Click Edit Assignment. Click System Administrator and select Contact Layout-Community. Click Save. Note: This component makes up to 2 Khoros API calls each time a Contact record is viewed when there’s a related Community User. The package includes a default layout for the community User Object, which you may want to modify or apply different permissions to. Case Page For Case and Case Closed loop support, you need to add the component CaseThreadMessages (Visualforce Page) and Community Postback Comments related list to the Case page layout. Although you maychoose a different layout based on your requirements, we recommend using the sectional layout. Note: Federated Search is included as an inline page component on the Case Page. To access the Case page in Salesforce: Go to Setup > App Setup > Customize > Case > Page Layouts > Page Layout Assignment. Click Edit Assignment. Select System Administrator Profile. Select Case Layout - Community from the Page Layout to Use drop-down menu. Go toSetup > App Setup > Customize > Case > Page Layouts. Click Editnext to"CloseCaseLayouts" of the Case Close Page Layouts section. In the Quick Find search box, search for the "Postback Options" component. Drag and drop thePostback Options componentin the Case Details section. Click Save. To access the Closed Case page in Salesforce: Go to Setup > App Setup > Customize > Case > Page Layouts > Close Case Layout. Click Edit. In the Fields area, click Add Postback options. Click Save. Solution Page Here's the recommended layout for the Solution page: To access the Solution page in Salesforce: Go to Setup > App Setup > Customize > Solution >Page Layouts > Page Layout Assignments. Click Edit Assignment. Click System Administrator and select Solution Layout-Community. Click Save. Account Page To access theAccount page in Salesforce: Go toSetup > App Setup > Customize >Accounts > Page Layouts > Page Layout Assignments. ClickEdit Assignment. ClickSystem Administratorand selectAccountLayout-Community. ClickSave.Aurora: Grant Khoros Support access to your Salesforce instance
From time to time, Khoros Support may ask you to grant sign-in access in order to assist you with a question, issue, or request. This is so thatSupport can sign in to the application using your login information to troubleshoot and fix issues stemming from your inquiry. To grant sign-in access to your Salesforce instance: Click your username in the top menu. Select My Settings. Expand the Personalmenu in the left pane. Click Grant Account Login Access. Under Grant Access To list, find Khoros (Lithium) Support. Choose the expiry period for the access. Click Save. Sourced from Salesforce Knowledge Base.Read the sourceSalesforce article.
