About KB Guides
KB Guides is designed to enhance the way you host and navigate knowledge base content within your online community. KB Guides offer a structured and user-friendly approach to presenting valuable information, making it easier for members to find what they need. With KB Guides, brands can efficiently organize and share resources such as training materials, onboarding documents, FAQs, and more. This ensures a seamless and informative experience for community members, helping them access relevant content effortlessly. Enablement KB Guides are enabled by default in Communities Aurora v24.07 and above for all communities using knowledge bases. Permissions Members with the Create, edit, publish, and manage articles permission on the knowledge base board can add a KB Guide to it. Guides widget To start with creating KB Guides, you must add the Guides widget to a Knowledge Base Dashboard template. Set Type in the Guides widget as per your requirement: To view the articles as Type Structured Guide Guides Manually-sorted list Manually-sorted Articles Guides widget configuration Related Topics Adding KB Guides Guides widget configuration General actions on KB Guides, Articles, and ChaptersAurora: Configure custom Salesforce settings
The Khoros Community integration package leverages custom Salesforce settings, which are used by many components and relates to the Khoros Community configuration settings on Salesforce. To apply settings for your Khoros environment: Sign in to your Salesforce.com environment. From the dropdown on the top right of the page, select App as "Khoros Salesforce Integration." Select the Custom Settings tab. Go to the Feature Settings tab. Select Create. Enter the Feature Settings: Feature Setting Name: Default is "DefaultSetting." Do not change this setting, as it is non-editable in newer packages. Create New Contact record: Select this option to enable the creation of a new Contact during user sync if a Contact with the matching email ID is not present. During User Sync, Contact and Community users are linked together. The linkage is necessary for Case Portal functionality. (You must enable the Community User Trigger below for this setting to work.) Link Community User with Contacts: Select this option to allow linking of Community user and Contact during user synchronization, if a contact with same email ID already exists. The linkage is necessary for Case Portal functionality. (You must enable the Community User Trigger below for this setting to work.) Case closure: Select this option to allow automatic case closure when a comment on a post is accepted as solution on community. (You must enable the Case Trigger below for this setting to work.) Max Allowed Private Message Subject Length: Sets the maximum length the Private Message subject (up to 43 characters). Max Allowed Private Message Body Length: Sets the maximum length the Private Message body. No of Federated Search Results from Salesforce: Limits the number of Federated Search results (applies to Salesforce results only). Default value is 100 (Package 4.1 onwards). Enable Community User Trigger: Select this option to enable Community User Trigger. This trigger runs on community user creation/update and links community users with contacts. This linkage is necessary for Case Portal and User Sync functionality. Enable Case Trigger: Turns on or off triggers on cases, which synchronize case status changes with community and also mark a case as closed. Enable Case Comment Emails: Toggle Case Comment email on and off. (Package 3.7 onwards) (Optional) Fallback Community Username: Enter username of the Community user to which postbacks should fall back to when a Community user is not found corresponding to the email address of the user replying. This is also used in case of multiple users with the same email address. Entered Community user should be a valid value. (Package 4.0 onwards) Allow Case Comments for public Community Cases: Select this option to enable the creation of Case Comment on Public Community Cases in Salesforce. (Comment does not sync to community.) If not selected, it does not allow case comment creation for public community cases in Salesforce. (Upcoming, Package 4.2 onwards) Note: The Enable Knowledge and Lightning Knowledge options must be turned off as they are not supported in the community. These options allow knowledge base articles to be created, updated, deleted, and searched from the community. Select Save. Configure your remote site access. Set profile permissions: Go to Setup > Manage Users > Profile. Select the profile used for integration. Ensure the appropriate Field Level Security Permissions are granted for Standard and custom objects (Account, Case, Contact, Postback Comment, Community Users, Private Message). The recommendation is to grant the administrator role so that members can have read/write access to all fields for objects that are required for integration to work. Go to Custom Settings > Community Settings > Create. Enter community settings details (If you are using v4.3 connector version, go to step 12 instead). Community ID: The ID of the integrated application. Contact your CSM or Support to get this value for your community. Client ID: The Client ID of the SalesforceIntegration API App on the community (Admin > Dev Tools > API Apps). This is configured from <link to these instructions - https://docs.google.com/document/d/1MuDPjcuO2hPjFPzlXfktjO8tkWr3xhjysgsHZJSo-BI/edit?tab=t.0#heading=h.bfd4q6thij1w ) Secret: The Secret corresponding to the Client ID. Redirect URL: The URL of the VisualForce page for Custom Settings. Base URL: The community base URL. For subpath-enabled communities, append the subpath. Is Proxy Enabled?: Always select this for Aurora applications. Context Name: Tapestry Context name/Webserver char path. Example: t5/s. Authorize the connection. After saving, the connection status shows Not Active. Select Authorize. You are redirected to the authentication window. Select Authorize. You are redirected to the authentication window. Note: Authorize with an Administrator or a member with admin-like permissions to prevent API call failures. After successful authentication, you are redirected to the custom settings page with the message "TenantId: is successfully authorized." The Connection Status updates to Active. The Username field displays the username used for authorization. This generates Access and Refresh tokens, and they are stored in a Salesforce object. Note: When the access token expires, the Connection status changes to Halted. A "RefreshAuthToken" link appears. You can always re-authorize by selecting the Authorize link. By default, the refresh token expiry of the salesforceIntegrationApp is set to 5 years. If you are using v4.3, then enter the Community Settings as shown below (If you are using v4.4, skip this step): Community Id: Enter your community ID. (You can get your ID from your Customer Success Manager, if you don't have it. If you've already entered this information, select Edit.) Username: Enter the Khoros username to be used in Khoros API calls. Note: This user must be a non-SSO user with administrator permissions, and the email address for this user must be verified in the community. If an agent has an account on the target community that uses the same email address as their Salesforce account, their personal community user account is used as the author of the postback. We recommend that your brand's Salesforce agents create their own community accounts for this purpose. Password: Enter the Khoros password associated with the above username. Base URL: Enter the Base URL value according to your Khoros environment (see below). Note: Be sure to include the https:// and HT credentials. Use the following format: https://<HTUSER>:<HTPASSWORD>@<***Community URL> Example: https://test123:qwerty98765@community-stage.khoros.com/ Select the Is Proxy Enabled? checkbox. Context Name: Set Context Name to “t5" unless your Community has a Reverse Proxy implementation in place, in which case, contact your Customer Success Manager or Khoros Support and request the value of tapestry.context.name from your community config. Select Save. To set the maximum number of search results to be returned in the Federated Search component, go to the Feature Settings tab and set the No. of Federated Search value. Select Save. With HT-Access turned off in the Khoros community: Khoros Communities Stage Base URL Sandbox https:// [community_id].stage.lithium.com Production https:// [community_id].lithium.com Note: If you have a more descriptive CNAME/vanity address for your community, use that name when creating the URL (for example, https://community.mycwebaddress.com). With HT-Access turned on in the Khoros community: Note: Contact Support to get the ht-access credentials for your community. Contact your Customer Success Manager to get your Community ID. Khoros Community Stage Base URL (Example with community id as “abc”) Sandbox https://htusername:htpassword@abc.stage.lithium.com Production https://htusername:htpassword@abc.lithium.comAurora: Publish knowledge base articles
When a knowledge base article is reviewed and approved to be published, there could be two scenarios for publication: They are ready to be published and you can go ahead and publish it. They are waiting for an event, such as a product release or update, and needs to be published at a later date. To publish articles immediately, click the Publish button. The article is immediately available for viewers to read. Scheduling content to be published later The scheduling feature gives you control in managing when your knowledge base article is published to the community. This makes it possible to manage your growing inventory of content. When scheduling at a future time, you can indicate the time zone to use. Check out the walkthrough below to learn how to schedule a knowledge base article for publication. Same applies for blog posts. 14 STEPS 1. Open the draft of the article that you want to schedule to publish. Click Edit Draft 2. The article opens in an editor. Scroll down the page and click Publication Schedule 3. Click the text box to choose the time 4. Pick a date 5. Pick a time 6. Pick a Time Zone 7. 8. Click Schedule 9. Your article is now scheduled to be published 10. Click Change if you want to reschedule 11. Select a date, time and timezone 12. Click Change 13. Click Remove, if you want to remove the scheduling 14. The schedule is removed. Here's an interactive tutorial https://www.iorad.com/player/2052286/Schedule-Publiation Permissions Permission Purpose Additional permissions required Publish articles To publish or schedule KB articles View draft articles Related topics: Create a Knowledge Base articles Edit articles Follow Content TagsAurora: Create a knowledge base article
Community members can create knowledge base articles in KB boards they have permission to access. When authoring articles, you have the option to publish immediately or save your progress, and edit or publish at a later time. 25 STEPS 1. On your Knowledge Base board, click Start your article. If you do not see this button, check with your Admin. 2. The article editor opens 3. Enter a Title. 4. Optionally, type an Introduction 5. Enter the content for you article. 6. Use the editor tools to modify the look and feel of your content 7. For example, add a smiley! 8. 9. Let's take an example on uploading an image. To upload images, click Camera 10. Choose from the dropdown from where you want to upload the image 11. You can also copy-paste an image. Use the re-size options to resize the image 12. Drag and drop the image to rearrange it. 12b. Drop 13. 13b. Drop 14. 15. Add a caption 16. Optionally, add attachments. 17. Add Tags to categorise your content and make it more findable. 18. Click Tag 19. Click Tag 20. Start typing a tag name. You can either select from predefined list of tags or add new ones. These depend on the Community Settings for Tags. 21. Tags added are displayed 22. Optionally, you can add Article Summary and SEO Content 23. Select Notify Followers, if you want the followers of this node or article to be notified of changes. 24. When your content is ready to be published, click Publish. 25. The article is published. The article is immediately available to members on your Community. Here's an interactive tutorial https://www.iorad.com/player/2051649/Start-an-article Published articles are available immediately in the community. When other members find and read this content, they can like or comment on it. Members with appropriate permissions can view the author's profile, mark if the article was helpful, and add more Tags. As an author, you can always come back and edit this content later to add more info or make any corrections. 10 STEPS 1. While creating your content you can always save the draft and come back later to work on it. Click Save Draft 2. The draft is saved with a version number 3. Let's see how you can find this draft. Go to the board where the draft was created. Click Options menu and click Manage Content 4. The Content Management Dashboard opens. 5. You are automatically taken to the Drafts tab 6. Depending on your permission, you can see all the drafts. Members can mostly see only their own drafts. Click the article you want to work on. 7. When the draft is ready to be published, click Publish 8. The published version get a new version number. 9. Your draft is published. 10. Scroll up and that's it. You're done. Here's an interactive tutorial https://www.iorad.com/player/2051697/Intermitted-save--drafts Notes: You can use markdown syntaxes while writing the content instead of formatting the text using toolbar options. Also, you can use other keyboard shortcuts to work quickly and efficiently. Learn more about keyboard shortcuts. While creating an article, the content is auto-saved. Upon reloading the page, the content is auto-recovered and you can continue to edit. Admins and members who started the article or have edit access to the article can add or remove tags.. By default, members who comment on an article, automatically follow or subscribe to the article. If you do not want the "Helpful Vote" to be visible to your readers on published articles, please contact Support. Permissions Members with the Create, edit, publish, and manage articles permission have total control over the Knowledge Base node. They can create, approve, manage, and publish articles. By default, this permission is denied. To start your own article, you must have the Start new articles and edit drafts permission. This permission is granted by default to Authors. Members with the View draft articles permissions can view the draft of articles. Managing published articles Members with elevated permissions (like admins and moderators) can perform a variety of content management tasks on published KB content. These tasks include: Move the article to another location on the community View the revision history of an article Edit and restore Delete the article Reject Content Report Content Block edits to the article Block comments Most of these tasks are available from the Options menu: Note: If you don’t see any of these menu options, you do not have the required permissions to complete these tasks. Related topics: Create a Knowledge Base (KB) board Commenting on articles Edit articles Publish articles Report inappropriate Follow Content Tags
Aurora Product Coaching Session: Spam Management Best Practices
Khoros Communities platform offers several settings and features that allow you to mitigate Spam in your community. Join our Spam Management Best Practices coaching session to identify, filter and deal with spam effectively. Our coaching session will guide you through the practical tips and techniques to help combat spam and help maintain the hygiene of your community. Topics covered in the coaching session Overview of Aurora spam settings and functionality Manage Content dashboard related to spam management and its features Using roles and ranks to configure permissions to check spammers Content Filters Best practice tips Notes - Admin permissions are required to conduct the call. 👉Click here to Sign Up Related Resources Enable Spam Management Community Spam Management Review Posts Captured as Spam Khoros Academy: Communities Moderation Essentials Khoros Academy Instructor Led Training: Spam Management for Communities AuroraAurora: Create a blog post
Community members can create posts in blog boards they have permission to access. When authoring posts, you have the option to publish immediately or save your progress and edit or publish at a later time. Published blog posts are available immediately on the community. When other members find and read this content, they can like or comment on it. Members with appropriate permissions can view the author's profile, and add more Tags. As an author, you can always come back and edit this content later to add more info or make any corrections. https://www.iorad.com/player/2053665/intermitted-save---blogs Notes: You can use markdown syntaxes while writing the content instead of formatting the text using toolbar options. Also, you can use other keyboard shortcuts to work quickly and efficiently. Learn more about keyboard shortcuts. While creating a blog post, the content is auto-saved. Upon reloading the page, the content is auto-recovered and you can continue to edit. Admins and members who started the post or have edit access to the post can add or remove tags. Learn more about tags. By default, members who comment on an article automatically follow the post. Permissions Permission Purpose Additional permissions required Start new posts To create your own blog posts. Content > Start discussions and new content View draft posts View drafts of blog posts Managing published posts Members with elevated permissions (like admins and moderators) can perform a variety of content management tasks on published blog posts. These tasks include: Move the post to another location on the community View the revision history of a blog post Edit and restore older versions of a post Delete the blog post Reject Report Content Block further edits to the blog post Block comments Most of these tasks are available from the Options menu: Note: If you don’t see any of these menu options, you do not have the required permissions to complete these tasks. Related topics: Create a Blog board Commenting on blogs Edit posts Publish posts Report inappropriate Follow Content TagsAurora: Integrate Zoom with Community Events
Integrating Zoom with your Community Events enables you to offer real-time user engagement from within the community. With Events, you can host both Zoom Meetings and Zoom Webinars. Zoom Meetings: All participants can share their screen, turn on their video and audio, and see who else is in attendance. Zoom Webinars: Webinars enable view-only attendance. The host and any designated panelists can share their video, audio, and screen. Participants have the ability to interact via Q&A, Chat, and answer polling questions. The host can also unmute attendees. Attendees in webinars cannot rename themselves. Participants can join a meeting on your website without having the Zoom app. Authorize Zoom To host Zoom calls within the Events feature, we use the Zoom App SDK. To integrate Zoom with Community Events, you must manually specify your organization's Client ID and Client Secret values in the Community Admin panel. These values are encrypted and stored in Khoros’ database. Prerequisites We recommend that you create an admin account in Zoom. During authorizing Zoom in the community, you must sign in with the same account to grant access to the Zoom event. Note that the Zoom app can be unpublished. Generate the Client ID and Client Secret from the Zoom SDK App. Learn more about how to generate Client ID and Client Secret from the Zoom SDK App. Add the follwoing to the Scope in the Zoom App Marketspace: Meeting scopes: meeting:read:meeting meeting:write:meeting Webinar scopes: (QandA and chat options also come up with just below scopes) webinar:read:webinar webinar:write:webinar In the Zoom SDK App, you must specify your community's redirect URL in Redirect URL for Oath and Oath Allow list fields. Sample redirect URL format: https://<community hostname>/t5/s/community name/api/2.1/zoom/oauth2callback Admins can manually enter and delete the Zoom Client ID and secret key values in the community’s Admin Settings, which are encrypted and stored in Khoros’ database. To authorize Zoom: Sign in as an Admin of the community. Open the Account menu. Select Settings. The Settings page opens. Select Content Features. Select Events. Beside Zoom integration, select Integrate. A window to enter Zoom's Client ID and Client secret opens. Enter the Client ID and Client secret. Select Configure. You may be asked to sign in to the Zoom app. After you sign in, you are redirected to the settings page. If the integration is successful, a success message appears. The Zoom integration is successful when you see the Remove button. To remove the Zoom Integration: Sign in as an Admin of the community. Open the Account menu. Select Settings. The Settings page opens. Select Content Features. Select Events. Beside Zoom integration, select Remove. The Zoom integration is removed and the button changes back to Integrate. Related topics: Events permissions and settings Create an event Event types Events with Zoom Meetings Events with Zoom WebinarAurora: About idea statuses
When working with ideas, statuses play a key role in organizing ideas and letting idea contributors know where an idea is in the approval and delivery process. Statuses communicate where an idea is in the workflow. By updating the status, your company publicly lets members know which ideas are being reviewed or are in the process of being implemented. The statuses you create depend on the purpose of the Ideas board. If you’re soliciting product ideas, for example, statuses should reflect a progression from new idea, through review, to eventual implementation, or to indicate that an idea has been declined. When an Ideas board is created, Khoros includes several statuses out-of-the-box. You can edit or delete these statuses and add new ones specific to your needs. You can create or edit statuses only at the Ideas board level. To provide better reporting and analytics, these statuses are grouped into various Status Sets. Each new Ideas board you create includes the following statuses: Status Set Statuses Description New Unspecified Idea has no status label visible to members. New Newly submitted idea awaiting team review. In Progress In Review Idea is being investigated and scoped by the team. Accepted Idea has been accepted by the team. On Hold Needs info More information is needed from the author of this idea. Future Consideration Idea has been not been immediately accepted by the team but is considered for future implementation. Completed Delivered Idea has been successfully completed and delivered to customers. Closed Declined Idea has been rejected by the team. Already Exists Similar idea has already been submitted or delivered. View Idea status sets and statuses From the Ideas Board Settings page, you can view the default idea statuses that are grouped into various Status Sets as shown below: You can drag and drop the statuses under required status sets or reorder them. This defines the order in which the statuses are displayed in the dropdown menus. Note: Only admins can view status sets, which cannot be created or deleted. Create a new status Sign in to the Community as an Admin. Open the Account menu and click Settings. Click Community Structure and go to the Ideas board where you want to create a status. The Ideas Board Settings page is displayed. Go to the Status Sets, and under the status set where you want to add a status, click Add Status. For example, under the In Progress status set, let’s add a status called “Planned." The Add Idea Status window opens. On the window, specify the following fields: Enter a Name for this status that members see in the Ideas board. Enter a status ID. Only alphanumeric characters, dashes, and hyphens are supported. This ID cannot be reused for other statuses. Optionally, enter the Description for this status. In the Visual Style, toggle on Show idea status label to have the label displayed members. If it is turned off, then only admin, moderators, and members with the Change idea status permission can view this label. Select the required label and label color you want to display. In the Preview, you can view the applied changes to the label. Click Add Status. The status has been successfully added. Set default status When a member submits an idea, the idea status is set to “New” by default. From the Ideas Board Settings page, you can change the default status to use when members submit ideas. To change the default status, go to the Ideas Board Settings page and click Set as Default next to the status. Edit status From the Ideas Board Settings page, you can edit the status to update any fields such as Name, Description, Idea Status Label, Label color, and so on. Note that you cannot edit the Status ID. To edit a status: Go to the Status Sets and click Edit next to the status. Update the required fields and click Save. Delete status From the Ideas Board Settings page, you can delete a status that’s no longer required. Note that you cannot delete the default status. To delete a status, go to the Status Sets and click Delete next to the status you want to delete.Aurora: Bypass flood control
If you want to allow trusted members to publish content without being blocked by flood limits, grant the Bypass flood control permission. To deny or grant this permission for a role Sign in to the community as an Admin. Go to Settings > Users > Roles and Permissions > Moderation. Select Grant or Deny for the Bypass activity limits permission. If this permission is denied for any role and a member with that role exceeds the flood control limit while attempting to publish content, an error message appears at the bottom of the page and the content is not published. Note: Members can be granted this permission from the Activity Limits setting.
