CRM Connector for Khoros Care
If CRM systems are the brain of any customer-first brand, its heart is the customer support software that delivers lasting customer experiences. The best brands bridge the gap between support teams and valuable customer data, creating a cohesive ecosystem that fosters efficiency, customization, and ultimately, superior customer experiences.
Included in Khoros Care, the new CRM Connector provides seamless integration between Care and
Salesforce* that enables agents to manage CRM records and cases while managing omnichannel conversations with customers.
*Integrations with non-Salesforce CRMs require a custom engagement with Khoros Professional Services
For more information on getting started with this integration, check out the help articles below:
What’s New?
The new CRM Connector goes beyond our previous capabilities by leaning into automation framework tools. Built on modern APIs, the new connector provides a highly-configurable integration that streamlines Care & CRM workflows creating better experiences across multiple customer segments.
Previous CRM Connector |
New CRM Connector |
|
| CRM Case Actions | Open / Edit / Link | Open / Close / Edit / Link |
| CRM Case View | View last three cases | View ALL cases |
| Other CRM Objects | - | View / Create / Edit / Link |
| Conversation Filtering | - | Filter by open / closed CRM cases |
| Conversation response from | Khoros Care | Khoros Care / Salesforce |
| Automation Rules | - | Automate contact and case creation/linking with Smartview-based Automation Rules |
| CRM Record Autofill | During manual record creation | During manual record creation / Leveraging Automation Rules |
| denotes premium features |
||
The Premium Advantage
The premium version of the CRM Connector extends the ability to embed the Care Common Conversation Panel (CCP) directly into Salesforce so agents can easily access and review conversations related to their cases. It also allows for the use of Salesforce objects beyond Contact, Account, and Case. Lastly, it opens the door for automation which can eliminate agent intervention where needed.
Get a demo of the Premium CRM Connector or contact your Khoros representative to get started.
