Aurora: Escalate discussions to Salesforce
Forum discussions can be escalated either manually or automatically You can also escalate replies to forum discussions. Members with the View escalations permission can see the details about the escalation. Manually escalate forum discussions to Salesforce Members with either the Escalate a discussion to the CRM systemand the Escalate one's own discussion to a CRM system permission can escalate discussions to Salesforce. Those with theManage escalation settings and providers permission can also set the Escalate discussions settings for the forum board. To manually escalate a discussion: Open the Options menu for the discussion. Click Escalate to Salesforce. A window opens where you can enter the details for the escalation. Enter the Reason and Comments for the escalation. Click Escalate. You receive confirmation that the discussion has escalated successfully. On the discussion page, you can see that the discussion was escalated along with details on who escalated it and when. Escalate discussion replies Members with either the Escalate a discussion to the CRM system or the Escalate one's own discussion to a CRM system permission can escalate discussions to Salesforce. Automatically escalate discussions to Salesforce You may want to automatically escalate discussions or replies within your community. This urgency could be due to issues raised by members with elevated roles or the need to promptly address and resolve cases within the community. To address this, you can designate a board specifically for discussions and/or their replies to be escalated automatically. You can also set a waiting period for a response (either a reply or a solution), after which the discussion is escalated automatically. Let’s understand these settings: Scenario 1: If you want to automatically escalate a discussion based on the author’s role, set the Automatic escalation by role settings as shown below. In certain cases, you may not want to regulate escalations from specific members within the community. For instance, admins and moderators might post discussions solely for informational purposes rather than issues or cases requiring escalation. Follow the steps below to implement this control: Click Edit next to the Automatic escalation by role setting. A window where you can set the roles opens. You can do one of the following: Select Exclude escalation of posts from the roles below. In the following example, the roles Administrator and Moderator are selected. This ensures that discussions authored by members with these roles are not automatically escalated. Select Only escalate the posts from the roles below. In the following example, a “CategoryExpert” role is selected. This ensures that only those discussions authored by members with these roles are automatically escalated. Click Save. Scenario 2: To prevent discussions from remaining unattended for extended periods and potentially leading to unresolved issues, you can turn on the Automatic escalations for unanswered discussions option. Configure the Wait time before escalating unanswered discussions settings to ensure timely escalation. Click Edit to set the time in minutes to wait until the discussion is escalated, and click Save. In the example below, discussions in this board are escalated to Salesforce if they remain unanswered for 2 days. Scenario 3: To prevent discussions from remaining unresolved (Mark as Solution) for extended periods, you can turn on the Automatic escalations for unsolved discussions option. Configure the Wait time before escalating discussions with no solutions settings to ensure timely escalation. Click Edit to set the time in minutes to wait until the discussion is escalated and click Save. In the example below, discussions in this board are escalated to Salesforce if they remain unresolved for 2 days. View escalation details On the discussion page, members with the View Escalations permission can see the details about the escalation. Click View Details to view case details such as case number, when and by whom the discussion was escalated, the status of the case, and the last update date.Aurora: User fields synced between Community and Salesforce
This article lists the user fields that are synced between the community and Salesforce. Note: "Data type" defines the type of data a field can hold and its specific constraints. For instance, number(5,0) accepts whole numbers up to five digits, with no decimal places (e.g. 99,999). Data Element Data Type Description Saved in Salesforce? Members’ Basic Details First name Text (50) User's first name Yes Last name Text (50) User's last name Yes Email address Text (50) User's email id Yes Members’ Community Details Khoros User ID Number (7, 0) Khoros' internal user ID Yes isUserDeleted Text (50) Whether the user is deleted or not Yes Rank Text (50) Rank assigned to the user in Khoros Yes Roles Text (50) Roles assigned to the user in Khoros Yes Registration Time Text (50) Time stamp when the user registered on the community Yes Last Visit Time Text (50) Time stamp when the user last visited the community Yes Biography Text (50) User's self composed profile description Yes Administrative Notes Text (50) Additional notes by administrator Yes Location Text (50) Geographic location of the user Yes Khoros SSOID Text (50) (External ID) (Unique Case Insensitive) Khoros community user SSO ID Yes User Profile Avatar URL Text Area (255) The user avatar URL Yes Community User URL URL (255) Community user URL Yes Community ID Text (50) Khoros community ID (member username) Yes User's Community Statistics / Metrics Metric Logins Number (5, 0) Number of times the user has logged in on the Khoros community Yes Metric Minutes Online Number (10, 0) Total duration, in minutes, the user has been online Yes Metric Page Views Number (10, 0) Count of pages the user has viewed on community Yes Metric Posts Number (6, 0) No. of posts the user has authored on the Khoros community Yes Metric Messages Read Number (6, 0) No. of messages user has read the Khoros community Yes Metric Private Messages Sent Number (5, 0) No. of private messages user has sent to other community users Yes Metric Private Messages Received Number (5, 0) No. of private messages user has received from other community Yes Metric Average Message Rating Number (4, 4) Average of the rating (Kudos) given by other users, to the messages posted by the user Yes Kudos Count Number (18, 0) No. of Kudos received by the community user No, fetched from Community No of Accepted Solutions Number (18, 0) No. of solutions accepted by the community user No, fetched from Community Members’ Other Details REST URL Text (255) REST URL for the user's account profile on the community Yes Contact Lookup (Contact) Lookup reference to the Salesforce Contact record mapped to email ID of the community user record Yes Other details displayed on Community User Page Recent User Messages Posted Messages recently posted by user Fetched by Community Recently Read Messages Messages recently read by user Fetched by CommunityAbout the Salesforce and Aurora integration
The "Khoros Connector for Salesforce" enables you to create a tight integration between your Khoros Community Aurora content, Salesforce content, and Salesforce cases. For more information on setting up this integration, contact Khoros Services. Note: You must have a full Salesforce license to take advantage of the Khoros/Salesforce integration. The following are the key features of the Aurora and Salesforce integration: Automatically escalateunanswered threads toSalesforcecases Manually escalate threadstoSalesforce cases Provide a private support case portal to their community members View community member details and statistics within Salesforce Use enhancedfederated searchacross Aurora and Salesforce content Link Salesforce and Khoros Community Aurora content viapostbackfrom Salesforce to the community Before you start Decide on your target Salesforce environment. Khoros strongly recommends that you first enable the integration in a Salesforce developer or sandbox org before deploying the integration to your production environment. Make sure you have your Salesforce integration enabled in the Aurora community environment that will connect to your Salesforce environment. Your Khoros Customer Success Manager can assist with this process. Khoros will enable the integration in your staging environment before enabling it in your production environment. Learn more about Installing and configuring your Khoros/Salesforce.com v3/v4 integration.About the Aurora Case Portal
After you set up the Salesforceintegration with your community, you can activate the Case Portal within the community. The Case Portal enables members to: Create Support Cases directly from the community. Correspond with Support agents on cases via case comments in the community. Cases can be discussed in public and private areas of the community. Access their open and resolved cases from a private community page regardless of where that case originated. For example, you might have created several support cases via different channels (phone, email, Facebook, Twitter, and/or the community). The Case Portal enables you to access and respond to all of your cases regardless of how they were originally opened. In the Case Portal, all the interactions between the Support agent and the user are captured in threaded conversations. To enable Case Portal for your instance, open a Support ticket. After the Case Portal is enabled in your community, you can set it up by performing these tasks: Enable and configure the Case Portal in Community Admin Set up Case Portal permissionsAurora: View support cases in the community
In the community, the Case Portal lists all the cases that are created by members via different channels (phone, email, Facebook, Twitter, and/or the community). The Case Portal option must be enabled in the Salesforce settings to view the support cases. Members with the Read and reply to own support cases permission can access the Case Portal to view their own support cases: The page lists: Case No.: The unique identification numbers for each case. Title: The titles for each case. Status: The current status of each case. Origin: The source through which the cases were created. Created On: The date on which each case was created. Last Update: The date on which each case was last updated. You can sort the cases based on Last Update. You can further filter cases based on View,Keyword, Status, and Origin: To view support cases in the Case Portal: Open the Account menu and click My Support Cases. Note that you must have the Read and reply to own support cases permission to view this option. The Case Portal page opens. To view the details of a case, click the Title of the case. The case details page opens. From the case details page, you can update or close your case. You can also reply to your own cases: Related topics: Create a support case in the Community Update or close support cases from the Community Set case portal permissionsAurora: Set Case Portal permissions
You can set Case Portal-specific permissions to control who can create, read, reply to, or close their own support cases in the community. These permissions can be set only at the community level. Case Portal permissions include: To modify a Case Portal permission: Sign in to the community as an Admin. Open the Account menu and click Settings. Go to Users > Roles and Permissions. In the Community Permission Defaults, click Edit. In the Case Portal section, set the Read and reply to own support cases permission to Grant. Grant Case Portal permissions to a role Sign in to the community as an Admin. Open the Account menu and click Settings. Go to Users > Roles and Permissions. Click Edit next to the role you want to assign the permission. Scroll down to the Case Portal section and set the permissions.Aurora: Enable and configure Case Portal
Prerequisite Case Portal must be enabled for your Community to complete this procedure. If you need Case Portal enabled for your instance,open a Support ticket. To enable and configure the Case Portal: Sign in to the community as an Admin. Open the Account menu and click Settings. Go to Features > Salesforce. Go to Case Portal Integration and configure the following: Case Portal: Turn on this option to enable Case Portal in the community. You must have a valid integration with Salesforce CRM to use this feature. Case creation: Turn on this option to enable members to create support cases from the Case Portal. Case update: Turn on this option to enable members to update a case. API error messages: Turn on this option to allow users to see the actual error messages generated by the CRM instead of generic error messages. Case portal field customization options: CRM Fields to include as filters in the Case Portal: Specify the names of the CRM fields that you want to configure as filterable columns in the Case Portal page. Modifiable fields when editing cases: Specify the names of the CRM fields that you want to configure as fields that can be modified in the Case details page. Note: You must turn on the Case Update option to modify the configured fields in the case details page. Custom fields in case creation form: Specify the CRM fields that you want to configure as a fields in the Create Case page Custom fields in case view:Specify the CRM fields that you want to configure as a fields in the Case details view page. Case list custom columns:Specify the CRM fields that you want to configure as a fields as a column in Case Portal page. Close case settings: Close Case form status field: Enter a comma-separated list of statuses to be displayed in the Close As status field. These entries must match entries in your CRM. Close Case form comment field: Enter a comma-separated list of values to be displayed in the Comments field. These values can be anything you want to reflect close reasons. For example, “Found my answer” or “Agent fixed my issue.” Query parameters override: Account cases: Enter a SOQL custom query WHERE clause to override the default query or comma-separated parameters to append to the existing query to display specific cases to Supervisors in the Case Portal. If left blank, the Case Portal shows the default Supervisor cases. My cases: Enter a SOQL custom query WHERE clause to override the default search query or comma-separated parameters to append to the existing query to display only specific cases in the Case Portal. If left blank, the Case Portal shows the default list of cases. 4. Click Save.Aurora: Enable members to close their own support cases from the community
Sometimes, your Support team may solve a customer’s case but not know it because the customer neglected or forgot to respond back on the ticket. As a result, the case may stay open longer than needed. One way to prevent this from happening is to enable customers to close their own cases directly from your community’s Case Portal where they received the response that solved their problem. From the community Case Portal, members with Allow members to close their own support cases from the Case Portal permission can close their own support cases. Note: To have the Close Case option enabled for your Community, open a Support ticket. Set up Close Case form field options To enable members to close their own community cases, admins must set up Close case form fields. Note: The Close Case option is not available for members if none of these fields are defined. To define Close Case form fields: Sign in to the community as an Admin. Open the Account menu and click Settings. In Case Portal Integration, go to Close case settings and click Edit. The Edit window opens. In the Close case form status field option, enter a comma-separated list of values for the Close As status field. These entries must match entries in your CRM. For example, “Resolved,” “Updated,” or “Declined.” In the Close case form comment field option, enter a comma-separated list of values for the Comment status field. These values can be anything you want to reflect close reasons you want to measure; for example, “Found my answer” or “Agent fixed my issue.” Click Save. Close your own case from the Case Portal Open the Account menu and click My Support Cases. Note that you must have Read and reply to own support cases permission to view this option. The Case Portal page opens. To go to the case you want to close, click the Title of the case. The case details page opens. Click Settings > Close Case. Select the appropriate Status and Close Comments options (defined in the Case Close settings) and click Close.Aurora: Create a support case in the community
From time to time, members may encounter issues or have queries related to your product or service and need assistance in resolving them. If you community uses a Case Portal, members with the Create new support case permission can create a new support case to address any issues, queries, or requests related to the product or service. The Support team reviews the submitted cases and assists in resolving them. Note: The Create Case option must be enabled in the Salesforce settings to view this option in the Case Portal. To create a support case: Sign in to the community as a member withCreate new support case permission. Open the Account menu and click My Support Cases. Note that you must have the Read and reply to own support cases permission to view this option. The Case Portal page opens. Click Create Case. The editor window opens. Enter the Title of the case and Describe the issue. (Optional) In the Attachments, click Add an Attachment to attach a file. Click Submit. Update support case You can update an existing case to provide additional information, track progress, or address ongoing issues. Note that the Case update option must be enabled in the Salesforce settings to view this option in the Case details page. To update a support case: From the Case Portal, go to the case you want to update. From the case details page, click Settings > Update Case. The Update Case window opens. Update the required fields and click Save.Aurora: Install the Salesforce integration package
Khoros periodicallyreleases updates to theConnector for Salesforce package to introduce new features and address defects. Note:In addition to deploying the package to your Salesforce server, you need to activate the integration on your Khoros community before you can configure and use the integration. Contact Khoros Support for assistance with activating the integration on your community instance. This document explains the basic deploymentprocess for a new deployment of the Khoros Connector package to your Salesforce org. The process uses the standard Salesforcemethodology for deploying managedpackages from the AppExchange. To install the integration package for the first timein yourtarget Salesforce org: Download the appropriate package: Production Package Sandbox Package Click Get it Now. Select Install in productionor Install in sandboxandclick Confirm and Install. Select Install for All Users and click Install. In the Approve Third-Party Access window, select Yes, grant access to these third-party web sites and then click Continue. When the package is deployed, you can confirm it by going toSetup > Installed Packages: The Khoros Salesforce Integration app in the app navigation menu is located on the top-right corner of the Salesforce window:
