Khoros Communities 22.6 Release
With this release, we have introduced encryption of Zoom apiKey to integrate with Community Events. We also have early access to the new version of Community Salesforce Connector. This new version comes with several issue fixes and enhancements. We have also fixed several bugs.About 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 escalate unanswered threads to Salesforce cases Manually escalate threads to Salesforce cases Provide a private support case portal to their community members View community member details and statistics within Salesforce Use enhanced federated search across Aurora and Salesforce content Link Salesforce and Khoros Community Aurora content via postback from 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.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 Aurora Case Portal
After you set up the Salesforce integration 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 permissionsConfigure 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 password and your Salesforce.com security 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 the Salesforce.com documentation 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.
