June 2024 Atlas Highlights
Hello Atlas members! If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today! Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Preparing Atlas for an Aurora upgrade Khoros’ own community, Atlas, is upgrading to our next-generation solution. Learn more about the changes coming and share your thoughts! Khoros Academy: General Availability We are excited to announce that Khoros Academy is officially generally available to all customers! Marketing Mastering global content strategy: Insights from Target, SAP Concur, and GM Learn to refine your marketing strategy by examining how three leading brands—General Motors, SAP Concur, and Target—have elevated their global content planning. Communities Khoros Communities 24.04 Release Notes In this release, we've provided several updates to Events and resolved some bugs. Community Aurora 24.04 Release Notes This release includes Badges updates, custom fields for Salesforce escalations, new filters on the Manage Content dashboard, Analytics updates, developer experience updates, and several bug fixes. Webinars & Events Some event areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Upcoming Khoros Fresh Features Product Release & Roadmap Webinar Tuesday, June 25 - 10am CT Learn how you can deliver an unforgettable customer experience that closes the gap between automated and human interactions. Community works with LogicMonitor: Navigating the transition to a new community platform Thursday, June 27, - 12pm ET Join us for a webinar on Thursday, June 27, at 12pm ET to gain expert guidance on maximizing the potential of your community platform and driving sustainable growth for your organization. Available On-demand Khoros Communities Dev Lab | Virtual Meetup Rewatch this developer meetup that includes insights from product leadership about the Khoros Communities: Aurora SDK, a live Q&A session! Engaging Atlas Discussions Check out fresh discussion shoutouts every week on the Atlas homepage! Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors: CarolineS, AbhishekIlindra, A11ey, Akenefick, tyw, StanGromer, allensmith81, Lief, luk, and softech! Learn about what it takes to ascend to Titan status3.5KViewsSign in to react to this post2CommentsJuly 2024 Atlas Highlights
Hello Atlas members! If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today! Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Khoros Fresh Features Product Release & Roadmap Webinar Watch the latest Fresh Features Live Q&A to learn how you can deliver an unforgettable customer experience that closes the gap between automated and human interactions. Navigating the Restructured Atlas We have nearly completed restructuring Atlas and are excited to be closer to utilizing Aurora's new features to make our community the Khoros hub for Learning, Discovery, and Support. Marketing AAA streamlines content to create a seamless experience AAA is a trusted member organization for millions across North America. From roadside assistance to insurance, AAA gives its members peace of mind during life’s pivotal moments. A distributed business model helps AAA serve its customers wherever. The company deployed content-sharing best practices to support its goal of delivering a seamless customer experience across its federation. Care CRM Connector Updates To ensure that admins can specify values to be automatically populated but also uneditable during manual case creation, autofill rules are now applied to conversations even when the Edit New or Edit Existing options are turned off at the object level. Care Analytics: Raw Author Export We’ve added a new Community Email* column to the Raw Author Export that contains each author’s community email address when available. Transition Existing Surveys on X (formerly Twitter) before June 24 Due to the deprecation of X’s (formerly Twitter) v1.1 APIs, the current native NPS/CSAT feedback surveys will no longer function starting June 24. You can now configure your surveys using the new self-service NPS/CSAT survey feature, which offers the same options as the native X surveys in terms of selecting a question and the appropriate close dispositions. Flow Platform Infrastructure Upgrade The Flow Platform infrastructure will undergo scheduled maintenance for upgrades. This upgrade will result in up to 15 minutes of downtime for the bots and up to 3 hours for the Flow UI, Broadcast, Analytics, and ChatApp. Google Business Messages (GBM) EOL On May 28, 2024, Google announced that Google Business Messages will be discontinued on July 31, 2024. This applies to organizations using the chat feature in Google Business Profile that allows conversations with a brand. Communities Consent for third-party cookies usage in Events In Communities v23.10, we introduced an enhancement requiring users to explicitly consent for using cookies while uploading or viewing external videos in the posts. Removed limits on the number of recipients for Private messages For communities in version 20.6 and later, messaging was limited to 10,000 users per message by default, with the option to configure this limit. With this release, we have removed these limitations altogether. You can now send messages to an unlimited number of users without any restrictions. Consent to add external videos to Aurora posts To further comply with the latest privacy regulations, we have introduced a new enhancement to view external videos on the community. We have prioritized member’s compliance by ensuring that external video providers cannot drop cookies without explicit user consent. Enabling languages on Aurora From Designer, you can define which languages are used in your community. You can also set which language to use by default. English is set as the default language for all new communities. Aurora Analytics The Aurora Analytics API enables Aurora customers to request metrics and reports that are currently available in the Aurora Analytics user interface (UI). The Analytics API also offers on-demand insights such as the total number of fully registered members who are not deleted or banned. Engaging Atlas Discussions Check out fresh discussion shoutouts every week on the Atlas homepage! Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors: raghavineetha, AbhishekIlindra, StanGromer, sleslie99, luk, tyw, steffiatebay, Akenefick, sloth2073, and CarolineS! Learn about what it takes to ascend to Titan status Aurora editViewsSign in to react to this postCommentsJuly's Atlas Highlights
Hello everyone! Just a few quick important updates from the Atlas team. Hope everyone is having a healthy and productive month! As part of Phase 2 of our Atlas restructure project, the team has made some changes to the external category Atlas Hub, to better organize the different areas in that category. Job Board Alert! Know somebody looking for a job? Here are two job postings just waiting for applicants! Community Manager at Puppet and Community Manager at Exasol. Thanks for using the job board clangmayr and JacobBo! Let's get some more job postings on the board! Your peers have shared incredible success stories this year for the Khoros Kudos Awards and we need your help determining our finalists and winners! Vote by giving Kudos to your favorite submissions by August 15th! Welcome to the Atlas highlights for July Atlas Discussions Do you know your Community Success Rate? Valued Contributor, cjdinger, shared their astounding numbers and insights, let us know how your community monitors Success Rate. Curious about new ways to integrate video content into your community? Join the conversation about Vidyard or let us know your preferred video host. So just how many conversations can a care agent have? The age old question, lend your experience, what limitations and expectations do you set? Atlas Blogs Community Syndication can be a powerful tool to showcase the best of your community, check out this amazing example from SuzieH. Check out these friendly tips from @RachelC and @A11ey on planning ahead during a crisis. If you haven’t said ‘Hi’ to Maia yet, today is the day! Try out the new virtual partner and let us know what you think! Don’t forget to register for Khoros Engage Digital! Join the Khoros Events and Meetups Group Hub for Khoros Engage updates and more reasons to attend! Top Engaged Contributors Thank you, everyone, for your contributions to Atlas last month! A special thanks to our Top Contributors in July, Proha, StanGromer, Inactive User, SheryBulos, kgroneman.ViewsSign in to react to this postCommentsAtlas Highlights - February 2021
Hello, to all of our Atlas members! Lots of exciting news coming from Khoros this month! But first things first, we want to thank every single person who uses or contributes to Atlas. Our members are the true drivers of success, and we can not thank you enough! ____________________________________________________________________________ Last month Khoros announced that it has acquired Flow.ai, an innovative conversational AI platform for designing and managing chatbots. Together with Flow.ai, Khoros will extend the AI/ML capabilities available to brands for greater self-service and operational agility. Click here to read the full press release! ____________________________________________________________________________ While Community Manager Advancement Day only happens once a year, community management can — and should — be celebrated every day. If you haven’t already, join the CMAD Discussions on Atlas, where you can continue to connect, learn, and share ideas among fellow experts. Here’s to resilient communities and their fearless community managers leading the way in 2021 — representing the best of human and digital connection. Thank you! ____________________________________________________________________________ Following on from the news that Atlas was named a Finalist at the CMX awards, we were also informed that the DCCX team and Tech Support team at Khoros were awarded a Silver Stevie Award for Best Use of Technology and a Bronze Stevie Award for Customer Service Team of the Year. ____________________________________________________________________________ And now for the Atlas content you do not want to miss! Recent Atlas Blogs Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, email us at [email protected], and we’ll help. Welcome To Our New Developer Blog API changes that matter to you, Tips & Tricks, and Success Stories with insight into how you can get the most out of Khoros' APIs. Maia Q4 review See what Maia has been up to! Know Your Role: Re-Org Tips to Facilitate Your Customer Needs If you haven’t considered these four reorganization tips, you may already be behind Modernizing Digital Care: Analysis - Part 3.1 We will be breaking down part 3 of this series into 3 small sections. First up, the analysis you should be doing on an ongoing basis. Building Your Recognition Program - Rewards & Recognition: Part 3 Let’s take a look at building a recognition program for your valuable users and superusers. Comments List Syndication - Create Syndicated Network of Discussion This blog elaborates on the newly launched Comments Syndication Feature - A powerful tool to create a network of syndicated discussions. ____________________________________________________________________________ Engaging Atlas Discussions Some discussion areas are limited to Khoros customers only. If you are a customer and unable to access anything, email us at [email protected] and we’ll help. We are so excited about your responses to our CMAD discussions! We would love to continue to hear more from our community managers, join the conversation today! 1. What’s it like being a Community Manager? Respond with gifs! #CMAD 2. What are some ways you practiced self-care at work? 3. Let’s celebrate your wins! Team Size and Structure: The New (Hopefully) Mega-thread: The most important resource is the people on your team, check out this conversation around setting your program up for success Examples of community guidelines for employees: Community guidelines are the foundation of any community. karolinalinda is reworking theirs and is looking for examples, who else wants to share their guidelines for employees. Former moderator roles: Moderators leaving the team can create future issues if left unchecked. Take a look at this discussion for some great examples on steps to take. Thanks for the question NateHardy! ____________________________________________________________________________ Webinars & Events Khoros Roadmap Webinar | February 2021 Thursday, February 11 • 1pm AEDT | 1pm GMT | 1pm CST Introducing Topbox CX Analytics Thursday, February 25 • 1pm AEDT | 1pm GMT | 1pm CT ____________________________________________________________________________ Top Engaged Contributors We’ve expanded our top engaged list to show off more of our fantastic community members! Special thanks to the current Atlas Top Engaged Contributors Claudius, CarolineS, sdhake, StanGromer, tyw, Fellsteruk, AbhishekIlindra, jeffshurtliff, i_am_ryan, and PerBonomi! Want a chance to be a part of this elite group? Take part in Atlas discussions and contribute to this innovative community.ViewsSign in to react to this postCommentsMay 2024 Atlas Highlights
Hello Atlas members! If you haaven't sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today! Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Atlas is getting ready to upgrade! Our next-gen Khoros Communities functionality allows Khoros to simplify navigation, clean up unused spaces, and focus on bringing you a better community experience. As we get closer to our summer launch, we’ll provide you with more details about what’s changing and how to navigate Atlas on the Aurora version of Khoros Communities. We’re launching SearchUnify on Atlas In addition to the Aurora upgrade, we are introducing SearchUnify as a tool on Atlas to help improve your search results! SearchUnify is a federated search solution that allows users to search multiple content repositories from a single search console within the community, allowing for a one-stop shop for content discovery. Marketing Khoros Social Media Management Fresh Features - Episode 4 Check out the latest product release for Khoros’ Social Media Management. These include Instagram Story publishing, our highly anticipated paid advertising integration, and Manage view enhancements for Khoros Care users, guaranteed to skyrocket your social teams’ speed and scalability. Take a closer look! 2024’s top social media trends: How social listening maximizes their potential 2024’s social media marketing landscape focuses on one guiding principle: prioritization. Based on the growing pressure on brands to use their time and budget more effectively — in other words, to do more with less — it’s likely you face the challenge of pinpointing where to focus your resources to avoid diminishing returns. To help you start, our in-house experts curated a list of seven key trends that define social media engagement in 2024. Using the corresponding practical social listening tips, you, too, can pave your way to a success-filled year in social media. Care Service Fresh Features - Episode 4 Welcome to our latest Khoros Service product release. featuring advanced gen-AI knowledge for faster automation, improved WhatsApp templates with less code and complexities, pre-built widgets to track your chatbot performance, new rich link previews for messages, and enhanced agent accessibility. Conversational AI: the Samsung Case Study Scripted bots are a thing of the past - no one wants to deal with the frustration of not being answered to, not being able to be passed on to an effort, and be stuck in an endless loop of ‘Could you please repeat your question? Feature update: Change Log - Export to CSV The Change Log now offers the ability to export data to CSV in an easy-to-read format. After you request a download, the downloaded file remains available for 24 hours. The Change Log retains up to 18 months of historical data, so if you need to keep a longer record of changes made, download Change Log data regularly. Feature update: Integration preferences By default, for new integrations where applicable (for example, Facebook, Instagram, LinkedIn, etc.), conversations are now automatically detected within the comments. To manage this setting, go to the Preferences of the integration where you can choose between Detect conversations within the comments (default) and All comments as a single conversation. Communities Communities Fresh Features - Episode 4 It’s that time again! We’re excited to unveil another round of feature updates to our Khoros solutions. Let’s dive into four key releases for the next-generation Khoros Communities solution, including a few eagerly awaited updates. Khoros Communities Dev Lab | Virtual Meetup Join us for a developer meetup that includes insights from product leadership about the Khoros Communities: Aurora SDK, a live Q&A session, and the chance to collaborate with fellow developers in virtual breakout rooms. Register soon to ensure you get access to a test environment for this session. Community works: How Spotify fuels self-service with community Join us for a webinar on Wednesday, May 29 at 12pm ET, as Spotify’s Community Program Manager shares strategies for managing community content, tips for leveraging gamification, and approaches for gaining stakeholder buy-in. Save your spot Aurora Upgrade Playbook Are you ready for an Aurora upgrade? This guide will help you determine a potential timeline step by step. The first step is to determine your readiness for upgrading to Aurora. There is no rush to move from Classic as of 2024, so it is essential to review where you stand and what you need in order to upgrade successfully. Webinars & Events Some event areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Upcoming Khoros Customer Care Cloud webinar Wednesday, May-22-2024 5pm BST | 12pm EST | 11am CT | 9am PST In a world where every customer interaction can make or break a brand, the Khoros Customer Care Cloud is set to redefine customer care standards and bring service and commerce journeys closer together. Join this exclusive, virtual event to see for yourself how it could transform your customer care strategy Community works: How Spotify fuels self-service with community Join us for a webinar on Wednesday, May 29 at 12pm ET, as Spotify’s Community Program Manager shares strategies for managing community content, tips for leveraging gamification, and approaches for gaining stakeholder buy-in. Save your spot Khoros Communities Dev Lab | Virtual Meetup Join us for a developer meetup that includes insights from product leadership about the Khoros Communities: Aurora SDK, a live Q&A session, and the chance to collaborate with fellow developers in virtual breakout rooms. Register soon to ensure you get access to a test environment for this session. Engaging Atlas Discussions Check out fresh discussion shoutouts every week on the Atlas homepage! Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors: CarolineS, luk, Lief, tyw, A11ey, AbhishekIlindra, Akenefick, HariniVuppala, Drew_C, and maxpete!ViewsSign in to react to this postCommentApril 2024 Atlas Highlights
Hello Atlas members! If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today! Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. [RECAP] Khoros Fresh Features Product Release & Roadmap Webinar: The following on-demand Q&A and accompanying resources are intended to summarize recent releases, enhancements, and current plans for Khoros products, functionality, and other services to help you unlock the full power Khoros has to offer. Khoros Academy: Early Access Program: If you are interested in joining our early access program to help give feedback and shape future content, please reach out to your Khoros Customer Success Manager by April 30, 2024. Marketing Announcement: Facebook API deprecation updates: Facebook has announced the deprecation of certain APIs, effective March 14th, 2024. This change may impact the functionality of some features on our platform. At Khoros, we have proactively taken steps to minimize the impact of these deprecated APIs on our platform and ensure the integrity of your data. STIHL engages with millions of fans: STIHL reaches millions of people through their community-driven engagement and timely responses to grow brand love, connect with those seeking support, and so much more. How we harnessed employees’ power to transform our results: Learn how EveryoneSocial empowered Khoros' team members to become passionate brand ambassadors, augmenting outreach beyond the limits of traditional approaches. 90-Day Checklist: How to Set Up Employee Advocacy for Your Brand: Get every step you need to set up a successful employee advocacy program for your brand in no time Care Khoros Care v24.04.1 Release Notes: The Khoros Care Release for version 24.04.1 includes updates to reconnecting with some sources, updates to the CRM Connector, and new WhatsApp fields for the Raw Author Export in Care Analytics. Palo Alto Networks keeps customers secure: Palo Alto Networks expanded their community to streamline customer service and connect cybersecurity professionals from across the world. This led to a significant increase in support outcomes and community interactions. Communities Community Aurora 24.2 Release Notes: This release comes with enhancements on Badges, Events, reporting inappropriate content, bypassing moderation, automatically and manually escalating forum discussions and replies to Salesforce, and moving content within the community. We've introduced metrics for Events and new metrics for Ideas. It also includes APIs to escalate cases to Salesforce, report abuse on User profile, and APIs for Badges and adding custom fields. Community Aurora Now, Next, Later: We’re thrilled to continue innovating our next generation of Khoros Communities. Below is a guide of features that are available now, planned to be released in the next quarter or later by the end of the year. Five steps to boost your community’s content health: Streamline your community content management with our 5 essential tips to keep content relevant and organized Webinars & Events Some event areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Upcoming Community Works: Sky UK's Story: Join us for a live webinar on Thursday, April 18, featuring Nima Lawlor-Baniamer, Senior Product Owner for Community and Social at Sky UK. Learn how Sky revolutionizes the customer journey and serves customers end-to-end. Available On-demand [RECAP] Khoros Fresh Features Product Release & Roadmap Webinar: The following on-demand Q&A and accompanying resources are intended to summarize recent releases, enhancements, and current plans for Khoros products, functionality, and other services to help you unlock the full power Khoros has to offer. Engaging Atlas Discussions Check out fresh discussion shoutouts every week on the Atlas homepage! Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors: Special thanks to the current Atlas Top Engaged Contributors: luk, CarolineS, tyw, AbhishekIlindra, StanGromer, manasab, HariniVuppala, nbalogh, tminett94, and Akenefick! Learn about what it takes to ascend to Titan statusViewsSign in to react to this postCommentsMarch 2024 Atlas Highlights
Hello Atlas members! If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today! Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Khoros Academy | Early Access Launch: You asked, and we listened. Khoros Academy will offer eLearning courses and role-based learning paths that teach you how to use commonly used capabilities of our Khoros solutions. Currently, this is an invite-only, early access period for new users beginning today through the end of April. If you are interested in joining the Khoros Academy Early Access Program, reach out to your Customer Success Manager. Khoros Fresh Features Product Release & Roadmap Webinar: Join our upcoming Fresh Features webinar to learn about recent releases, new product enhancements, and future roadmap from the Khoros product team. Khoros product leads will then take your questions in a dedicated Q&A session on the latest Khoros innovations across our Community, Care, and Marketing products that power our Brand Communities, Social Media Management, and Digital Service solutions. Strategic Services Global Trend Round Up: 29th February 2024: Congrats everyone, we made it to March! Check out the latest trends and updates including mentions of robots and Artificial intelligence. Marketing Fresh Features Ep 3, January 2024 | Khoros Social Media Management: Check out these new social media software capabilities that make social publishing and engaging even easier. AAA Customer Story: AAA is a trusted member organization for millions across North America. From roadside assistance to insurance, AAA gives its members peace of mind during life’s pivotal moments. A distributed business model helps AAA serve its customers wherever. The company deployed content-sharing best practices to support its goal of delivering a seamless customer experience across its federation. Care Fresh Features Ep 3, January 2024 Launch | Khoros Service: Our team is excited to share the latest features of our customer service software. See what new capabilities are available now. Apple Business Manager rich links: When agents send URLs through Apple Business Manager conversations, those URLs are now sent as rich links so that customers can preview the content before opening links. Communities Fresh Features Ep 3, January 2024 Launch | Khoros Communities: Learn more about the two new engagement features, Ideas, and Rank, now available in the next generation of Khoros Communities. Zoom Customer Story: When the pandemic caused people around the globe to retreat to their homes, Zoom quickly became a household name that represented human connection. COVID-19 spurred exponential growth in Zoom’s user base, and customers sought more online support than ever. Zoom needed to quickly and efficiently scale customer service to keep this large user base satisfied. The tech company created the Zoom Community to serve as an online self-service support forum; a space where global customers could ask questions, find answers, and exchange knowledge. You Found it! We Fixed it!: It was found that after a Group Hub was moved to another category, the API to return the number of Group Hubs in a category did not return the correct result. This issue is now fixed. Previously, an exception was thrown when you tried to add custom cookies on communities version 23.10 and later. This issue is now fixed. Now you can successfully add custom cookies. Community Aurora 24.2 Release Notes: This release comes with enhancements on Badges, Events, reporting inappropriate content, bypassing moderation, automatically and manually escalating forum discussions and replies to Salesforce, and moving content within the community. We've introduced metrics for Events and new metrics for Ideas. It also includes APIs to escalate cases to Salesforce, report abuse on User profile, and APIs for Badges and adding custom fields. Webinars & Events Some event areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Upcoming Community works: How Esri drives customer success and business value Thursday, Mar-07-2024 | 5pm GMT | 12 pm EST | 11am CT | 9am PST Khoros Fresh Features Product Release & Roadmap Webinar Tuesday, March 26 Fresh Features Presentation | 10 am CT / 4 pm BT Fresh Features Live Q&A | 10:30 am CT / 4:30 pm BT Engaging Atlas Discussions Some discussion areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. How do you create a custom form landing page for your community? Kudos to nbalogh and CarolineS for digging into how this can be done, and for helping out maggiebrennan! You might think twice about changing node names in your community, knowing it might impact SEO. Thanks to AbhishekIlindra and Claudius for addressing the concern and helping out obrienpaule at the same time! Special Shoutout: Are you a developer interested in learning more about the Aurora SDK? Chime in here with a comment to show your interest in our upcoming developer conference. We'll be sharing more details in the near future. Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors: CarolineS, tyw, StanGromer, Claudius, Akenefick, CyJervis, AbhishekIlindra, isxtn, Toby, and Lief!ViewsSign in to react to this postCommentFebruary 2024 Atlas Highlights
Hello Atlas members! If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today! Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Celebrating CMAD 2024 with a thank you This month, we recognize and celebrate the efforts of community managers around the world using different platforms and tools to build stronger communities, along with better customer experiences. This year, we want to flip CMAD on its head a bit and instead share my appreciation for everyone who has helped me build, and who continues to help me build, community here on Atlas. Strategic Services Global Trend Round-Up: 1st February 2024 Congrats, everyone! We made it through January! Check out the latest trends and updates to round out the starting month of 2024. Marketing Fresh Features Ep 3, January 2024 | Khoros Social Media Management Check out these new social media software capabilities that make social publishing and engaging even easier. Now Available: Publish Stories directly to Instagram One of the most requested SMM features is now available! Users now have the capability to post Stories directly to Instagram through Khoros. Choose an Instagram account, and select "Stories" from the placement dropdown menu. A maximum of 10 images, videos, or a combination thereof can be published. Care Fresh Features Ep 3, January 2024 Launch | Khoros Service Our team is excited to share the latest features of our customer service software. See what new capabilities are available now. Change Log: See when an integration has been reconnected Admins can now use the Change Log to see when a particular source integration has been reconnected. When any administrator takes a reconnection action, a Source Integration Reconnected event is added on the Change Log page. Agent View accessibility and Brand Messenger update To maintain a11y compliance in Agent View, we have improved accessibility for the Suggested Knowledge Base Articles section below the response field. Agents can now press the Tab key to navigate among the tabs in this section and press the Enter key or the Spacebar to select a tab. The Brand Messenger Modern Chat Preview pane has been updated to more accurately reflect the appearance of the widget. Communities Fresh Features Ep 3, January 2024 Launch | Khoros Communities Learn more about the two new engagement features, Ideas, and Rank, now available in the next generation of Khoros Communities. Community Aurora 23.12 Release Notes Events are now released for General Availability (GA), and based on their notification preferences, members can now receive email notifications regarding Events. In this release, we've introduced two widgets on the Ideas Dashboard, Ideas by Age, and Idea Status Set/Idea Statuses. Khoros Communities 23.12 Release We have enhanced the Inappropriate content reporting feature to align with DSA standards, empowering community members to report undesirable content. Now, they can report community posts (including comments and replies), Private Messages, and User Profiles. Anonymous reporting is available for both posts (including comments and replies) and User Profiles, ensuring a safer and more compliant online community experience. Engaging Atlas Discussions Some discussion areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. How can you make it easier for Google to crawl your community site, Mercedes_O asks? Claudius chimed in with a helpful and thorough response, including custom code, and even created a separate how-to write-up. Way to go! Just how much can you restrict visibility of different areas of your community? CarolineS and Claudius were happy to explain. Great answers and great question mmeagher! There's all kinds of neat platform functionality in sometimes unexpected places. StanGromer found one such feature related to column sorting in Analytics that made his work more efficient and called it out for others. We appreciate it, Stan! Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors: tyw, CarolineS, StanGromer, Akenefick, Claudius, CyJervis, AbhishekIlindra, isxtn, JasonHill, and Toby!ViewsSign in to react to this postCommentJanuary 2024 Atlas Highlights
Happy New Year Atlas members! If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today! Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Complimentary analyst report: Gartner’s Top Strategic Predictions for 2024 and Beyond “AI” was the biggest buzzword of 2023. So how does it now fit into our future, and should executives be taking a closer look? This Gartner® analyst report explores questions like this, providing valuable predictions and insights for executive leaders. Reddit for Brands: Navigating the Front Page of the Internet Should brands use Reddit? And if yes, how should they use it? In this article, we'll explore whether brands should use Reddit, how to use it effectively, and what key considerations they should consider when engaging in this space. Marketing Social media engagement: What is it and how to improve yours Measuring value and engagement on social media isn’t a new concept to marketers. With current economic headwinds and increased pressures to prove ROI, social measurement has become paramount for marketers everywhere. When marketers understand precisely what resonates the most with their audiences, they can better tailor their content strategy to turn brand followers into brand advocates. Marketing Release Notes There was an issue with the Instagram API, causing Instagram Stories metrics to show zero Impressions and Reach incorrectly. The underlying issue has been resolved, and the accurate number of Impressions and Reach will be updated as soon as we receive the data from the API. Care Close the loop with Khoros Care for your CRM If CRM systems are the brain of any customer-first brand, its heart is the customer support software that delivers lasting customer experiences. The NEW CRM Connector enables agents to manage CRM records and cases while managing omnichannel customer conversations Agent Assist feedback in Care In the Agent Assist area of a conversation, agents can now submit feedback regarding Agent Assist. This enables them to indicate whether module/widget content is helpful, unhelpful, incorrect, or missing information. Agents can also choose to submit overall feedback on the feature. New Post column filters With this release, the Manage View Post column now has three new filters: First Post, Reply, and Any Post or Reply for specific source channels: Khoros Community, YouTube, and LinkedIn. These Manage View filters work only on specific channels, as these channels allow us to distinguish between parent posts and corresponding replies. Achieve operational efficiency and customer service excellence Catch up on this 40-minute discussion with customer experience experts Audrey William and Wendy Mikkelsen. They look into how an integrative contact center approach enhances adaptability, real-time decision-making, and operational control to meet the constantly evolving customer experience standards Communities 4 Examples of Great Online Communities & How They’ve Prospered Successful brands can interact with their customers in a variety of ways, from offering customer support to creating a space for peer-to-peer information sharing, fostering lasting brand relationships, and more. In this post, we’ll share community examples from leading brands with insights on what makes them successful. Adding closed captions to videos You can now enhance your video content with closed captions that are displayed while the video plays, offering improved accessibility and engagement. Note: To enable this functionality, open a Support ticket. Khoros Product Coaching Check out complimentary Khoros Product Coaching sessions to get hands-on help learning how to use a piece of functionality or area of Marketing, Care, or Community. Customers Only Marketing: Product Coaching Sessions Index Care: Product Coaching Sessions Index Communities: Product Coaching Sessions Index Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors: CarolineS, Claudius, tyw, krisortiz, Toby, AbhishekIlindra, StanGromer, CyJervis, Drew_C, and JasonHill!ViewsSign in to react to this postCommentsDecember 2023 Atlas Highlights
Hello Atlas members! If you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today! Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Strategic Services: Weekly Trend Report 23/11/23: On this week's Trend Report, we cover the latest TikTok trends, and Industry & Social Media News/Updates, with a dedicated section to OpenAI. Marketing Notes included in Posts data export: Notes added in Khoros Marketing to posts in the Calendar now appear in data exports under Metadata Fields. When an account is in multiple Initiatives and auto-import is included, Notes appear only for the Initiative the post was published through unless an Initiative is specified. As such, the best practice for seeing notes for auto-imported posts is to select the initiative for your export. Publish threads to X (formerly Twitter): Users can now post threads to Twitter directly through Khoros Social Marketing. After choosing a Twitter account, select Twitter Thread from the Format drop-down menu. Now Available: User Activity Logs & Activity Exports (Auth, Labels, Approvals, User): We have improved governance in Marketing by adding User Activity Logs to track actions taken by users inside Marketing. Under Settings > User Management > We added a new section called User Activity Logs Here you can see actions taken by a user on another user, on initiatives, and account sets. Care CRM Connector: The new CRM Connector is now available in Care. The CRM Connector provides a seamless integration between Care and Salesforce Service Cloud that enables agents to manage CRM records and cases more efficiently while managing their customer conversations. New “Date Range” Change Log filter: The new Date Range filter for the Change Log enables admins to filter events by a predefined date range or a custom date range. The Change Log updates to display only the administrative actions taken within the selected date range. Communities Consent for Embedding and Viewing YouTube and Vimeo Videos: To further comply with data privacy regulations, including GDPR, we've introduced an enhancement when uploading and viewing YouTube and Vimeo videos. With this enhancement, interested customers can request their community members' explicit consent to use and store third-party cookies (from YouTube and Vimeo) to create and view posts containing YouTube/Vimeo videos Events content type: We are pleased to announce that our new content type, “Events,” is ready for Beta. During this Beta period, you can explore the feature and begin setting up and testing events. We recommend not using this feature on your production community until the GA release early next year. Ideas Dashboard for analytics: With this release, we introduce the Ideas Dashboard. This dashboard shows the metrics related to Idea boards and Ideas in the community. Analytics users can also view engagement data for ideas, comments, and votes. Webinars & Events Some event areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right), and type Customer Access. Available On-demand Unlocking Insights: Organic vs. Paid vs. Ads: Watch this webinar to understand better the different content types you can report on to help make informed, impactful decisions based on accurate data. Agent Assist 101: Enhancing Customer Service Efficiency: Watch this webinar to learn more about agent assist's capabilities and how you can configure modules and widgets to drive agent efficiency. Agent assist gives your Care agents the most relevant and helpful resources right at their fingertips, driving agent efficiency and increasing customer satisfaction. Engaging Atlas Discussions Some discussion areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Huge high-five to tyw for sharing his team's process for reducing forum spam by 70%! From improving processes, to building automations and customizations, he lays out the steps they took so you can learn and try it for yourself. It's definitely worth a read. Advanced community builders will appreciate this great exchange between Jk07, VikasB and AmanMalhotra about the differences between API v1 and v2 for pulling and manipulating community data. Special thanks to AmanMalhotra for the very thorough and helpful reply - way to earn that Accepted Solution! Ever wondered what the best way is to handle ex-employees who have posted in your community? Mercedes_O kicked off a great discussion to find answers, andAbhishekIlindra, tyw, CyJervis, and JasonHill all shared their own insights. Thanks y'all for passing along your wisdom Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors: tyw, Claudius, AbhishekIlindra, CarolineS, Toby, Akenefick, tminett94, StanGromer, CyJervis, and Jk07! Learn about what it takes to ascend to Titan statusViewsSign in to react to this postComment
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