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 messagesAbout 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.Configure 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 CommunityAurora: 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: Understanding the Salesforce connector components and their entities
You can configure and customize the Khoros Salesforce Connector to your need using theobjects and entities described in this section. The following sections describe theobjects in the Salesforce package: AccountObject CaseObject Community Postback CommentObject Community User Object Contact Object Khoros Feature Settings Object Private Message Object Related ContentObject Solution Object Other Entities AccountObject The Account objectisthe parent object for contacts.This helps in the grouping of individual users for use in the "Supervisor view" in the Khoros Community.This object uses the “Account Layout – Community” page layout, which displays account-related information. CaseObject This section discusses the Caseobject and all the entities that are used with this component to create or modify page layouts, etc. Object Name: Case Purpose: This object stores case-related information that is created when either a post in the Khoros Community is escalated, or a private support case is created in the Case Portal. Type: Custom Object Page Layout:The “Case Layout - Community” page layout displays case-related information. Entities: The following table describes all the entities that can be used on the "Case Layout - Community” page layout: Entity name Type Purpose Name of the page layout where thisentity is used Agent Login Custom Field This field holds the login information about the agent. Case Page Layout Agent Comments Custom Field This field holds the comments of the agent. Case Page Layout Author Login Custom Field This field holds the login information of the author. Case Page Layout Agent Reason Custom Field This field holds the reason that the agent enters during case creation. Case Page Layout Last Case Comment Custom Field This field is used to store last comment added to a case. Case Page Layout Description RTE Custom Field Captures the rich text content (HTML)being fetched from Community Forums. Case Page Layout Community Tags Custom Field This field holds the list of tags that are attached to a case that is created using Khoros escalation. This is a semi-colon ";" separated list. Case Page Layout Community ID Custom Field This field holds the Khoros community id Case Page Layout Community URL Custom Field This field holds the URL of the Khoros Community message corresponding to the case. Case Page Layout Latest Reply Time Custom Field This field captures the time of the latest reply on a Case. Case Page Layout Latest Reply User Role Custom Field This field captures the role of the user who posted the latest reply for a Case. Case Page Layout Latest Reply User Rank Custom Field This field captures the rank of the user who posted the latest reply for a Case. Case Page Layout Postback Options Custom Field This picklist or dropdown menu holds the postback options for case closure. Case Page Layout Topic_UID Custom Field This field holds the Message UID from Khoros community. Case Page Layout Thread ID Custom Field This field holds the ID of the thread containing an escalated message. Case Page Layout Khoros User Replied Custom Field This flag is used to determine if a Khoros community user has replied to a case. Case Page Layout Community User Custom Field This lookup field holds the identity of the community user who posted the message associated with the case. Case Page Layout Message UID Custom Field This field holds the messaged UID of a message from the Khoros community. Case Page Layout Message Posted Custom Field This field holds the date and time information of an escalated message. Case Page Layout Board ID Custom Field This field holds the Board ID of the Khoros community board containing the escalated post or message. Case Page Layout Author Rank Custom Field This field holds the rank information of the Author. Case Page Layout CommunityUser Reply Custom Field This is a Lookup field that links to the Khoros community user who replied to a case. Case Page Layout Board Name Custom Field This field holds the name of the Khoros community board containing the escalated post or message. Case Page Layout Community Postback CommentObject This section discusses the Community Postback Commentobjectand all the entities that are used with this component to create or modify page layouts, etc. Object Name:Community Postback Comment Purpose:This object is used to store case comments posted by agents, as replies to the related Khoros post. Type:Custom Object Page Layout:The “Community Postback Comment Layout” page layout displays postback comment-related information. Entities: The following table describes all the entities that can be used on the "Community Postback Comment Layout” page layout: Entity name Type Purpose Name of the page layout where this entity is used Case Custom Field This entity is the parent entity for the Community Postback Comment object. Postback Comment Page Layout Subject Custom Field This field holds the subject of the Postback Comment. Postback Comment Page Layout Salesforce Agent Custom Field This field holds the information about the Salesforce Agent. Postback Comment Page Layout isNew Custom Field This field holds information about whether the comment is new or modified. Postback Comment Page Layout Thread ID Custom Field This field holds the ID of the thread containing an escalated message. Postback Comment Page Layout Postback Comment Custom Field This field holds the content in the body of the postback comment. Postback Comment Page Layout Messsage_ID Custom Field This field holds the Khoros Message ID of the postback comment. Postback Comment Page Layout Reply Message ID Custom Field This field holds the ID of the reply message that is created while posting a comment back to the Khoros Community. Postback Comment Page Layout Post as Private Message Custom Field This field is used to specify if the postback comment is a private message or a public message. Postback Comment Page Layout Board ID Custom Field This field holds the Board ID of the Khoros community board containing the escalated post or message. Postback Comment Page Layout Agent Login Custom Field This field holds the username of the Agent who escalated the case. Postback Comment Page Layout Mark As Solution Custom Field This field is used to mark a comment as an accepted solution. Postback Comment Page Layout FullId Custom Field This field holds the 19-digit Salesforce ID of the postback comment. Postback Comment Page Layout Community User Object This section discusses theCommunity Userobjectand all the entities that are used with this component to create or modify page layouts, etc. Object Name: Community User Purpose: This object is used to store details about the Khoros community users. Type: Custom Object Page Layout:The “Community User Layout” page layout displays community user-related information. Entities: The following table describes all the entities that can be used on the "Community User Layout” page layout: Entity name Type Purpose Name of the page layout where this entity is used # of Private Messages Sent Custom Field This field holds the number of private messages sent by a community user. Community User Page Layout Contacts page # of Private Messages Received Custom Field This field holds the number of private messages received by a community user. Community User Page Layout Contacts page # of Solutions Accepted Custom Field This field holds the number of solutions accepted by a community user. Community User Page Layout Contacts page Total Minutes Online Custom Field This field holds the value of the total number of minutes a community user has been active on the Khoros community. Community User Page Layout Contacts page # of Messages Read Custom Field This field holds the number of messages read by community a user. Community User Page Layout Contacts page # of Posts Authored Custom Field This field holds the number of messages posted or authored by community a user. Community User Page Layout Contacts page # of Page Views Custom Field This field holds the number of pages viewed by a community user. Community User Page Layout Contacts page Is User Deleted? Custom Field This field holds the information about the current status of a community user. It shows whether a user is deleted or active in the community. Community User Page Layout User Profile Avatar URL Custom Field This fields holds the URL of the user’s Avatar in the Khoros Community. Community Users page to populate the URL. Administrative Notes Custom Field This field holds the administrative Notes of the community user. Community User Page Layout Community ID Custom Field This field holds the Community ID of the Khoros Community. Community User Page Layout Biography Custom Field This field holds the biography of the community user. Community User Page Layout User Homepage Custom Field This field holds the URL of the user’s personal webpage specified in the User Details page in Khoros community. Community User Page Layout Has Support Portal Access Custom Field This flag's value determines if the community user has access to the Support Portal in Khoros Community. Community User Page Layout Last Name Custom Field This field holds the last name of a community user. Community User Page Layout # of Kudos Received Custom Field This field holds the value of the total number of Kudos a community user has received. Community User Page Layout Contact Custom Field This field holds the lookup to a Contact that is associated with a community user. Community User Page Layout Community User URL Custom Field This field holds the URL of the user’s profile in Khoros Community. Community User Page Layout First Name Custom Field This field holds the firstname of the community user. Community User Page Layout Email Address Custom Field This field holds the email address of the community user. Community User Page Layout Location Custom Field This field holds information about the location of the community user as stored in Khoros Community. Community User Page Layout # of Logins Custom Field This field holds the total number of times the Community User has signed in to Khoros Community. Community User Page Layout Khoros SSOID Custom Field This field holds the SSO ID of the community user. This field is populated from Khoros Community when user sync is run. Community User Page Layout Last Visited On Custom Field This field holds the timestamp of the last visit time of the community user to Khoros Community. Community User Page Layout Khoros User ID Custom Field This field holds the User ID of the Khoros community user. Community User Page Layout Community User SSO ID Custom Field This field holds the User SSO ID of the Khoros community user. Community User Page Layout Rank Custom Field This field holds information about the rank of a community user. Community User Page Layout Contacts page Roles Custom Field This field holds information about the roles granted to the community user in the Khoros Community. Community User Page Layout Contacts page Registration Time Custom Field This field holds the registration timestamp of the user inKhoros Community. Community User Page Layout # of Fans/Followers Custom Field This field records the total number of fans or followers of the community user. Community User Page Layout Contact Object This section discusses theContactobjectand all the entities that are used with this component to create or modify page layouts, etc. Object Name: Contact Purpose: This object is used to store details about the contacts created during user synchronisation. Type: Custom Object Page Layout:The “Contact Layout - Community” page layout displays the Salesforce contact-related information. Entities: The following table describes all the entities that can be used on the "Contact Layout - Community” page layout: Entity name Type Purpose Name of the page layout where this entity is used Is Supervisor Custom Field This field records whether the community user is granted is the supervisor permissions or rights in Khoros Community. Contact Page Layout Community User Custom Field This field holds the lookup to a Community User that is associated with this Contact. Contact Page Layout User Type Custom Field This field indicates whether the Contact has an associated community user inKhoros Community. Contact Page Layout Khoros Feature Settings Object This section discusses the KhorosFeature Settings object and all the entities that are used with this component to create or modify page layouts, etc. Object Name: Khoros Feature Settings Purpose: This setting holds the Khoros Feature Settings that are used to enable or disable various Khoros app features. Type: Custom Setting Entities: The following table describes all the entities that can be used with the KhorosFeature Settings component: Entity name Type Purpose Name of the page layout where this entity is used User Sync: Create New Contact record Custom Field This field is used to specify whether contacts must be created for community users while performing user sync. Feature Settings (In Custom settings) User Sync: Link with Contacts Custom Field This setting is used to associate Contacts with Community Users when they share the same email address Feature Settings (In Custom settings) Private Message Object This section discusses thePrivate Message objectand all the entities that are used with this component to create or modify page layouts, etc. Object Name: Private Message Purpose: This object holds the private messages posted from a Case as a private message to the Community User. Type: Custom Object Page Layout:The “Private Message Layout” page layout displays the private messages-related information. Entities: The following table describes all the entities that can be used on the "Private Message Layout” page layout: Entity name Type Purpose Name of the page layout where this entity is used Community Postback Comment Custom Field This field holds the parent postback message associated with this private message. Private Message Layout Case Custom Field This field holds the parent Case associated with this private message. Private Message Layout Body Custom Field This field stores the content in the body of the private message. Private Message Layout Sent By Custom Field This field stores information about which user sent the private message. Private Message Layout Recipient Custom Field This field stores information about which user received the private message. Private Message Layout Subject Custom Field This field stores the content in the Subject of the private message. Private Message Layout Related ContentObject This section discusses theRelated Content object and all the entities that are used with this component to create or modify page layouts, etc. Object Name: Related Content Purpose: This object is used to store information about the Related Content for a Case. Type: Custom Object Page Layout:The “Case page layout” page layout also displays information the related content linked to a page. Entities: The following table describes all the entities that can be used on the "Case page layout” page layout: Entity name Type Purpose Name of the page layout where this entity is used Case Custom Field This field holds the parent Case associated with this Related Content. Case Page Layout Posted By Custom Field This field stores information about which user posted the content. Case Page Layout Content URL Custom Field This field stores the URL of the related content from the Khoros Community or Salesforce. Case Page Layout Posted On Custom Field This field stores the timestamp of the last modification made to the linked content. Case Page Layout Content Source Custom Field This field stores information about the source of the related content. Example: Salesforce or Khoros Community. Case Page Layout Content ID Custom Field This field stores the content ID of the Related Content. Case Page Layout Content Type Custom Field This field stores information about the Content Type of the related content. Example: SFDC Case, Community TKB, etc. Case Page Layout Content Title Custom Field This field stores the title of the related content. Case Page Layout Case Status Custom Field This field holds the status of the parent case to which the related content was posted. Case Page Layout Solution Object This section discusses theSolutionobject and all the entities that are used with this component to create or modify page layouts, etc. Object Name: Solution Purpose: ASolution record is created when a case is closed. The solution record captures the title and details of the solution. Note:Any other fields associated with this object are either deprecated or not used. Type: Custom Object Page Layout:The “Solution Layout - Community” page layout displays information related to a solution. Entities: The following table describes all the entities that can be used on the "Solution Layout - Community” page layout: Other Entities This section describes all the entities that are not asscociated with any single component or object like the ones discussed above. These entities are used to perform various actions.This information is provided in the following table: Entity name Type Purpose Name of the page layout where this entity is used KhorosIntegration App This is a Khoros Salesforce App which contains all the Khoros connector Related functionalities. Salesforce Home Page Khoros Remote Site This remote site setting allows Salesforce to connect with Khoros Community. Remote Site Settings SFSelf Remote Site This remote site setting holds the salesforce instance URL. (For internal use). Remote Site Settings Khoros Home Page Layout Home Page Layout This is the Default Home page for Khoros Salesforce app. Khoros Home page Federated Search Home Page Component This enables the Federated Search functionality on the Khoros Home page. Khoros Home page Non-Community Vs Community Contacts Report This report records the number of contacts created on a particular date on Khoros Community and Salesforce. Report Community Cases Vs Non-Community Cases Report This report records the number of cases created on a particular date in Salesforce. Report Case Comments with Community Content Report This report records the number of related content created on a particular date. Report Khoros (Lithium) Salesforce Integration Reports Report Folder This is a folder containing reports. Folder containing reports Private Message Tab This tab is used to navigate to private messages in Salesforce. Tab Community User Tab This tab is used to navigate to community users in Salesforce. Tab Federated Search Tab This tab is used to navigate to the Federated Search page. Tab Custom settings Tab This tab is used to navigate to the Custom Settings page. Tab Community Setting Tab This tab is used to navigate to the Community Settings page. Tab Community Postback Comment Tab This tab is used to navigate to navigate to community postback comments in Salesforce. Tab RelatedContent Tab This tab is used to navigate to navigate to related content in Salesforce. Tab Community Postback Report Custom Report Type This is a custom report type that enables you to create custom reports for postback comments. Reports Contacts with Community users Custom Report Type This is a custom report type that enables you to create custom reports for contacts and community users. ReportsAurora: 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.
