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 system and the Escalate one's own discussion to a CRM system permission can escalate discussions to Salesforce. Those with the Manage 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.644ViewsSign in to react to this post0CommentsAurora: Enable Postback comments via Salesforce
This article describes how to enable Postback comments for cases that are created in the community. This functionality is provided with the standard SFDC offerings. The cases can be created in the community via: Escalating a post as a Salesforce case Creating a new case through case portal After you create a case, you can see the case under Cases > Case Object. You can then add comments to the case for private or public posts based on your requirements. Learn more about Case and Community Postback Comment objects. To enable postback comments: Sign in to Salesforce. Go to Profile > Switch to Salesforce Classic. Click the Setup wizard. Using the Search bar, search for “Case.” Under Cases, click Page Layouts. On the Case Page Layout window, click the Edit option for the respective Case Layout that you want to edit (for example, Case Layout - Community or Case Layout - Community Lightning). Enter the “postback” keyword in the Quick Find search field and press Enter. Based on the search keyword, the Mobile & Lightning Actions field displays the Postback Options component. Drag and drop the Postback Options to the Description Information section. You can drop the component in any other sections based on your requirements. We recommend that you place them under Description or Case Comment sections. Click Save. In the Case Page Layout, click the Page Layout Assignment button. In the Page Layout Assignment window, click Edit Assignment. In the Edit Page Layout Assignment window, select System Administrator from the Profiles list. In Page Layout to Use drop-down menu, select the required Case Page Layout. Select Case Layout - Community and Case Layout - Community Lightning for Salesforce Classic and Salesforce Lightning respectively. -1708926032919.png Click Save. Sign out and sign back in to the Salesforce instance. Go to Cases and look for the case details of a particular case. You can view the Community Postback Comment section under the Related tab of the case details. Add Comments to a Case in Salesforce The comments added in Salesforce will not be visible as community case comments and are meant only as a reference to the Salesforce support. To add a new comment to the case: Go to cases and look for the case details of a particular case. On the Case Details page, go to Related > Case Comments section. Click New. In the New Case Comment window, enter the comment under the Body field and click Save. Note: The comment added here is visible only in Salesforce under the Case Details page and not on the Community Case Details page.ViewsSign in to react to this postCommentsAurora: Postback options when working with Salesforce cases
Cases can be created in Salesforce through public message escalations and through the private support case portal. Interacting with Private Support Cases When working with Salesforce cases created through the private support case portal, agents use the "native" Salesforce case comment form. Marking a comment "public" will cause the comment to display to the community member on their case portal. When the community member replies through the case portal, their response appears as a new case comment. Interacting with Cases from Public Message Escalations When working Salesforce cases from escalated community posts, agents have several postback options: Enter rich text in postback comments Link Salesforce and Community content upon post-back Post replies back to community when closing the Salesforce case View case details about post-back activity Reply to community members from Salesforce via private messages Enter rich text in postback comments When replying to community posts (by clicking the Community Postback button), agents can now use a rich text editor, as shown here: Link Salesforce and Community content when posting back to the community With the Salesforce Connector, agents can perform a federated search on the postback page before replying to the customer. Doing so enables agents to look for similar issues or solutions that are already available in the Khoros Community or Salesforce. Then, the agent can add the content from the federated search results to the postback and reply to the customer by selecting the checkboxes next to the article in the Link to Postback column and then clicking the Link to Postback button, shown here: The included content appears as linked titles in the reply, which the customer can click to open. (Any content the agent selects to send to the customer is also added to the case as related content and stored as a separate object linked to the Salesforce Case.) If you later decide to remove the link from the reply, click the associated De-Select button: Post replies back to community when closing the Salesforce case When an agent closes a Salesforce case that is associated with an escalated message in the Khoros community, the agent has several post back options: Post Case Closure Comments as Accepted Solution: posts the text entered as the Solution Title and Solution Details as a reply in the associated community message and marks that reply as an Accepted Solution. Post Case Closure Comments as Reply: posts the text entered as the Solution Title and Solution Details as a reply in the associated community message. Don’t Post back to Community: does not post any comments back to the community message. Later, if community members post new replies, those replies are added as comments to the Salesforce case, which agents can then choose to reopen if further action is needed. View case details about post-back activity In the Salesforce Case Detail page, you can monitor all post-back activity so you can know when replies were posted, and each time an agent posts a comment back to the community. Additionally, you can click on a community member’s name on the Salesforce Case Detail page to view more information about the member: Reply to community members from Salesforce via private messages You can reply to community members with private messages directly from Salesforce. To send a private message to a community member from Salesforce: In Salesforce, go to the desired Case and open its Case Details. In the Community Postback Comments section, click New Community Postback Comment. Enter your message and select Post as Private Message. Click Save. The community member will be notified that they have received a private message in their inbox. If the community member replies to the agent via a private message, the message appears in the agent’s Private Messages inbox on Salesforce.ViewsSign in to react to this postCommentsAurora: Settings and permissions to escalate cases
Settings To set up escalations for the community or category or forum board, go to Settings > Content Features > select community or category or forum board > Escalate. Setting Purpose Escalate discussions To escalate discussions manually Escalate replies To escalate replies to discussions manually Automatically escalate by role To automatically escalate discussions after a designated wait time (configured in Wait time before escalating unanswered discussions settings), considering the author's role Automatic escalations of unanswered discussions To automatically escalate unanswered discussions after a designated wait time, as set in the Wait time before escalating unanswered discussions settings Wait time before escalating unanswered discussions To wait for a specified period before automatically escalating unanswered discussions Automatic escalations of unsolved discussions To automatically escalate discussions with no solutions after a certain wait time (set for Wait time before escalating discussions with no solutions settings) Wait time before escalating discussions with no solutions To await a specified period before automatically escalating discussions without solutions Custom Fields Add custom fields that will also be mirrored in the Salesforce case when an unresolved discussion is either manually or automatically escalated Permissions After configuring the above settings, you can then assign permissions to specific roles within the community. To assign escalation-related permissions to roles or members, go to Settings > Roles and Permissions > Edit > Escalations. Note: By default, these permissions are denied. Permission Purpose Escalate a discussion to the CRM system Enables members to manually escalate posts authored by any member to Salesforce Escalate one's own discussion to a CRM system Enables the currently signed-in member to manually escalate their own posts to Salesforce View Escalations Allows members to view the details of the escalation Related topics: Escalate discussions to SalesforceViewsSign in to react to this postCommentsAurora: Upgrade the Salesforce package to the latest version
Community Aurora supports v4.3 Salesforce integration and does not support previous versions (v1/v2/v3/v4). The following are the Salesforce installation packages for v4.3: Production Package v4.3 Sandbox Package v4.3 This document explains the basic upgrade process when you are upgrading Khoros's managed package. Note: No version of Khoros's package prior to v3.3 is a managed package. These older versions need to be manually removed before you can install a newer version. Note: Khoros Community CRM integration supports replies through email for case comments. When a user replies to a notification email sent for an already created case, a case comment is added. However, Salesforce's Email to Case feature is not supported with Khoros Community CRM Integration. To install/upgrade a managed package version of the Connector for Salesforce package: Get the Khoros Connector for Salesforce package: To install/upgrade to Connector v4.3 download the below packages and follow steps from 2 onwards. Production Package v4.3 Sandbox Package v4.3 Click Get it Now. Sign in using the Salesforce account for the org you want to upgrade. Follow the on-screen prompts and instructions. On the upgrade page, select Install for All Users and click Upgrade. Wait for the successful package upgrade email or check the status under Setup > Installed Packages > Khoros Connector for Salesforce version number. It lists the version you have installed. Refer to the Managed Package Change Log for potential additional steps to complete your upgrade. If there are new items noted in the Managed Package Change Log, you may want to take appropriate actions upon upgrade. You should review these for inclusion in your business workflows. Review the Feature Settings: Go to Custom Settings > Feature Settings. Review the setting values and use any new feature settings as required. Contact Khoros Support and inform them of your update. They may recommend minor configuration changes for your community server to match the version of the package you've installed. After a new installation or upgrade, you must also: Note: You do not have to follow the below steps if you are upgrading from v4.2 to v4.3. Create a new email service Create new email address under email reply handler Disable workflows (for upgrades only)ViewsSign in to react to this postCommentsAurora: 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 Community Learn more on how to create custom fields for user synchronizationViewsSign in to react to this postCommentsAurora: 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 with Create 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. 1704811706223.pngThe Update Case window opens. Update the required fields and click Save.ViewsSign in to react to this postCommentsAurora: 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.ViewsSign in to react to this postCommentsAurora: Synchronize community members with Salesforce
After integrating the Salesforce environment with your community, you can sync community members’ data, including their profiles and metrics, with your Salesforce environment. This enables Salesforce users to access up-to-date information about community members, ensuring consistency between the community members’ data and Salesforce records. In the Salesforce Settings area (Settings > Features > Salesforce), admins can: Enable user synchronization Configure both automatic and manual data synchronization Reset all user data synchronization, removing existing community members’ data from the Salesforce environment To enable and configure user synchronization: Sign in to the community as an admin. Go to Settings > Features > Salesforce. The Salesforce Settings page opens. Go to the User Synchronization section and configure the following: User Synchronization: Turn on the User Synchronization option. When enabled, all registered community members are replicated in Salesforce along with their profile and metrics data. Auto synchronization interval: Set the time interval in minutes to auto-synchronize members’ data in the specified intervals. Here, you can view the next sync date and time. Manual synchronization: To synchronize manually, click Synchronize. After the manual synchronization is initiated, you cannot reset or synchronize until the current process is completed. Here, you can view the last sync date and time. Reset all user synchronization: To reset all user synchronization and remove community members' data from the Salesforce, click Reset. Synchronization status: Shows the current status of member data synchronization with Salesforce.ViewsSign in to react to this postCommentsAurora: 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.ViewsSign in to react to this postComments
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