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Welcome to the Khoros Community! The mission of this online community is to provide a peer-to-peer and direct support channel for people cultivating enterprise communities on the Khoros platform. It is a central for education and thought leadership on best practices, where we also ideate with customers directly on how to improve and extend the product platform. Please remember that you may not share your registered account with any other individual, entity, or organization. Enterprise communities are created by business organizations for their customers, partners or other enthusiasts. While our community is aimed at Khoros customers and users, we welcome everyone with an interest in enterprise communities, as long as you observe these community rules: 1. Be respectful. Respect people's time and attention by asking well-thought-out questions and sharing what you've learned so far in your experimentation or prior research. Respect people as individuals by keeping your tone positive and your comments constructive. 2. Be relevant. Make sure your contributions are relevant to the mission of the community, to the specific discussion style and topic where you post. Please do not post duplicate messages in different areas of the community to avoid fragmenting discussion. If you have a new question, start a new thread rather than interrupting a conversation. Solicitations are rarely relevant. If you have something you want members to join, participate in, or buy, ask us first. 3. Keep your word. Don't post anything that would violate any contractual agreements (copyright, trade secret, or otherwise) or nondisclosure agreements to which you are a party. 4. Protect privacy - yours and others'. Don't share anything about yourself or your organization that you would not want to see on a road-side billboard. Share your business email address if you wish, but don't post personal information-your own or anyone else's (including contact information or any). content that you receive in one-to-one communications without the author's consent. 5. Remember, this is user-generated content. You'll find plenty of good advice here, but remember that your situation, configuration, or implementation may vary from that of the individual sharing a solution. Some advice you find here may even be wrong. Apply the same good judgment here that you would apply to information anywhere on the Internet. By using these forums you agree to follow these rules as well as the full Terms of Service for the Khoros Community. We thank you, and your fellow community members thank you. The Khoros Logo and Khoros Employees You will notice that some community members have a Khoros logo next to their names, this means they are Khoros employees. Like you, they are members of the community around Khoros products, and we encourage them to share their knowledge and opinions here. Feedback & Ideas We want this to be the best community it can possibly be - so let us know what you think, or how we can help improve your experience on the Khoros Community by visiting our suggestions forum. We know you have tons of ideas for improving the Khoros platform, products, and services; If you are a customer or partner, be sure to visit customer ideas to submit new feature enhancements requests, or support existing ones (Idea boards for Care and Community). Don't forget to review our idea submission guidelines before posting! If you have questions for Khoros that cannot be discussed in the community, please contact: your CSM or Account Executive (if you are a Khoros customer) a Sales Representative by Requesting a Demo (if you're not) email us at communityhelp@khoros.com We will be happy to help! Flag inappropriate content for review If you recognize any violation of these guidelines, please notify us within the community by choosing "Report Inappropriate Content" from the message's Options menu and let us know why you feel the content is inappropriate. If you have any questions about our guidelines, terms, or policies, let us know.
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by Lithium Alumni (Retired) Lithium Alumni (Retired) Lithium Alumni (Retired) Sep 15, 2020
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We hope this guide will help you find the content you're looking for, and clarify where you should post your questions.
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by Lithium Alumni (Retired) Lithium Alumni (Retired) Lithium Alumni (Retired) Sep 15, 2020
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Updated customer structure and posting guide
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by Khoros Staff Khoros Staff Oct 25, 2021
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Learn about Product Mentions and Product Associations and how to use them in your posts on Atlas. 
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by Khoros Alumni (Retired) Khoros Alumni (Retired) Khoros Alumni (Retired) Oct 6, 2020
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Learn how to flag inappropriate content on Atlas.
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by Khoros Staff Khoros Staff Sep 15, 2020
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Product feedback is always welcome, and we want to ensure that you understand how your ideas impact and are incorporated into the future of our products. Before you submit new product ideas or feedback, please review the Product Ideas Submission Guidelines.
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by Lithium Alumni (Retired) Lithium Alumni (Retired) Lithium Alumni (Retired) Jan 26, 2022
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  • Guidelines

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We always place customer feedback at the top of our list of priorities and our Product Ideas boards (Community, JX and Care) are an example of how we capture your innovative ideas and feedback about our solutions. In order to make this process as productive and transparent as possible, we want to share the general criteria by which we will be evaluating submitted ideas to help guide your submissions. We will be evaluating your ideas based on the following criteria and giving feedback accordingly. You can expect to receive feedback on your submission from our Product Management team  in the form of status changes and follow up comments.   Submission Criteria Description 1.    Reach of Impact How many customers would benefit? How often would they use the suggested feature? 2.    Roadmap Fit Does this fit strategically within our current product/service offerings? 3.    Community feedback Is this idea getting noticed (via recent votes/comments/kudos)? Does the idea have at least 5 votes? 4.    Feasibility How long will it take to implement the idea? Is there a workaround available today? 5.    Quality of submission Is the submission well written and easy to understand? Does it contain no more than one idea? 6.    Uniqueness Is this a new idea or something that has been submitted already?   We encourage you to submit your ideas for Community, JX and Care,  to us to help us continually innovate and make the Khoros solutions better for all of our customers.   Be sure to search the community for existing ideas that may be similar to yours and review our submission guidelines prior to submitting your own. If indeed you do find similar ideas, we encourage to comment or vote on those rather than submitting a new one.
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by Lithium Alumni (Retired) Lithium Alumni (Retired) Lithium Alumni (Retired) Jul 30, 2019
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We want this to be the best community it can possibly be. So let us know what you think, or how we can help improve your experience on Atlas by sharing your ideas on the Atlas Suggestions idea board. We also encourage you to share any issues or potential bugs you spot on Atlas in in our Idea board. We actively monitor this area for new suggestions and feedback and will review all the open ideas monthly. Before you get started, make sure you review the following information.  Submitting Ideas Search for an existing Idea in the Idea Board. Instead of spending time on creating a post, first search for an existing post that is similar to your idea. We try to make this as easy as possible. When you start typing an Idea Subject in the submission form, we display similar ideas in the dropdown for you to select. If one already exists, simply visit the post, give it a Kudos to indicate your support for the idea, and add any additional conversation or comments to the topic. (If you submit an idea that already exists, we will simply merge the ideas to ensure that conversations are richer.) Draft your new idea and submit it. The more we know about your idea – who it’s for, what the motivation is, and what the actual item is, the more accurate we’ll be when it comes time to prioritize and size it. Be sure to include as much of the following information as possible:  The Role: What type of user is the feature for? The Outcome: What is the problem that you are trying to solve or the outcome the user is hoping to accomplish? The Benefit: What is the overall value and importance of the feature? The Context: Any additional information like screenshots or examples from other products is always helpful Subscribe to idea boards and engage with other ideas. You can subscribe to an Idea Board or even specific labels in that Idea Board to be notified of new activity. Simply select that “Subscribe” button on the Idea Board (or Filter by a label and Subscribe), and you’ll be notified of updates. Hint: Check your notification settings to ensure that you are notified when activity happens on ideas you care about. Be sure to share your own perspective on ideas as our product team will review and evaluate ideas with your engagement and feedback as one of the criteria.  Status Definitions Below you will find a summary of what each status means.  New Suggestion – Brand new suggestions submitted by you and ready to be voted on. Suggestions can include recommendations for new features, areas, issues you noticed in the community, and more.  Investigating - Our team has seen the idea and is currently investigating the idea. An idea might remain in this status for several weeks depending on its complexity. Needs Info - We need more information from the author around this idea, what/how/who will this benefit, or if you have an example for how this idea should or has been implemented. On the Roadmap - Ideas will move from Investigating to On The Roadmap when they are actively being developed by our Community team. Declined – While all ideas are appreciated and provide value, we are not able to deliver on all of them.  Delivered – The idea has been implemented. Subscribe Atlas Insights blog to keep up with our latest updates. Resolved - If the suggestion was an issue or bug on Atlas, we will use this status to mark it as resolved. 
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by Khoros Alumni (Retired) Khoros Alumni (Retired) Khoros Alumni (Retired) Dec 3, 2020
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Welcome to Atlas! Here you’ll find a few helpful tips for how to make the most of the platform, from guides to Khoros products and the latest on product improvements, to getting help from users - many of whom have done amazing things with our platform. Quick Start Guide Get registered Find answers Ask others for help or advice Mark posts as solutions (and give kudos) Video Guides FAQs Access What areas of Atlas do all registered users have access to?  What areas of Atlas do customers and partners have access to? How do I request elevated access to different areas of Atlas? Support How can I get help with technical aspects of a Khoros product? I’m having issues logging into Atlas - who should I ask for help? Training Where can I find training materials for Khoros products? How can I get one-on-one coaching for products? Contributing How can I help the community? What is the Titans program? Questions? Where should I post if I have questions? I’m stuck and I could use an assist. Helpful Resources Release Notes & Announcements Communities Care Marketing Tips & Ideas Khoros Insights Other Additional Info Quick Start Guide 1) Get registered On the Atlas homepage, you can access Maia by clicking the chat bubble at the lower right, then type "Register for Atlas." (Customers only) This will also give you access to the case portal and other helpful areas. 2) Find answers Use the search bar at the top of Atlas to find answers to common Khoros product questions. You can also find some helpful resources in the Khoros Insights blog under the Atlas Hub tab. 3) Ask others for help or advice (Customers only) Can’t find what you’re looking for? Visit any of the Discussions areas under the Products tabs in the top nav bar and click Create New Post to get some help. Be sure to briefly review the Community Guidelines before posting. 4) Mark posts as solutions (and give kudos) (Customers only) Don’t forget to use the thumbs-up button on helpful posts! If any solution was especially helpful, be sure to choose Accept As Solution at the bottom of the user’s reply. That’s it! If you can, be sure to pay it forward by subscribing to boards where your knowledge might help others, so you can get e-mails to help you chime in on questions from other community members. 5) Video Guides Prefer to learn the platform through easily digestible video guides instead?  Navigation, search, and choosing discussion styles  Updating your profile, notifications and subscriptions Posting and engaging FAQs Access What areas of Atlas do all registered users have access to?  Without customer/partner access, you can view product discussions and release notes for our products, as well as join webinars, and learn about our programs. What areas of Atlas do customers and partners have access to? Customers and partners get exclusive access to help and advice from the smartest pros in customer experience, including Khoros experts and other helpful customers.  How do I request elevated access to different areas of Atlas? The fastest way to get elevated access is to use our chatbot Maia (click the chat bubble at the lower-right side of Atlas) and speak to one of our chat agents. Alternatively, you can email communityhelp@khoros.com to request additional access. Support How can I get help with technical aspects of a Khoros product? For help configuring technical aspects of the Khoros platform, or troubleshooting technical issues, please visit our Support Center. I’m having issues logging into Atlas - who should I ask for help? Use Maia (the chat icon at the lower right of the Atlas homepage) to get in touch with a chat agent who can help you restore your access to the platform. Training Where can I find training materials for Khoros products? Atlas has a plethora of helpful guides for customers to make the most of our products. To view video guides Check out the Khoros Campus area of Atlas (Customers only) Please request access from communityhelp@khoros.com   To view written materials Check the Products tab at the top, then any product, to view Learning resources. How can I get one-on-one coaching for products? Product coaching is a great way to get one-on-one time with one of our helpful products experts. Learn about the benefits here. Contributing How can I help the community? We’re so glad you want to share your knowledge to benefit others! The best way to contribute is by subscribing to boards where your expertise could help. Visit the relevant board, then click Subscribe at the top right of the news feed. You’ll be sent an occasional email letting you know when someone needs help. Jump in, share your knowledge, then bask in the kudos and Accepted Solutions! What is the Titans program? Titans are the best and brightest of our customer experience professionals. You can learn more about the Titans program on this helpful page.   Questions Where should I post if I have questions? If you’ve already tried searching in the bar at the top and still can’t find an answer to your question, try navigating to please create a post in one of the Discussions areas. You can find this in the top bar by navigating to Products (or the Developers tab), then choosing the relevant product’s Discussions board. I’m stuck and I could use an assist Reach out to us at communityhelp@khoros.com. We’ll be happy to assist! 🙂  
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by Khoros Staff Khoros Staff Nov 24, 2021
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Welcome to Atlas, your home for learning how to build the best customer experience possible. As a member of our community, you’ll be able to join discussions, ask questions, search for answers, and learn from resources - all of which will help you maximize your knowledge of the Khoros platform While you use the site, you may receive notifications about your Atlas rank increasing. This page describes what ranks are, how they tie into your community contributions, and where to view your rank progress. What are ranks? How do I increase my rank? How can I view my rank and badge progress? Frequently Asked Questions Bonus: How do I implement ranks in my own community? What are Atlas ranks? Your Atlas rank helps you understand how helpful your community contributions are relative to others Each rank on Atlas appears next to a user’s name and signifies their contributions to the community You can view these on a user’s profile page (including your own), as well as next to their name in any of their community contributions - like posts, replies, blogs, and so on   Passive Ranks These ranks are available to members who participate passively via giving kudos or adding tags to content Member New members who have not yet made any contributions Visitor Users who have engaged at least once with posts via kudos or adding tags Watcher Users who have engaged a few times with posts via kudos or adding tags Observer Users who have engaged several times with posts via kudos or adding tags Learner Users who have engaged many times with posts via kudos or adding tags Surveyor Users who have engaged a whole lot with posts via kudos or adding tags   Active Ranks These ranks are reserved for users who have posted helpful contributions, organized from least to greatest Beginner Tier Users who have created a post or reply at least once on Atlas Ranks: Contributor Strategist Tier Fairly knowledgeable and helpful, they have made many community contributions Ranks: Helper > Adept > Guide > Ace > Mentor > Expert (highest) Consultant Tier Known names on Atlas, they have a long history of helping out different users Ranks: Advisor > Maven > Leader > Genius (highest)  Luminary Tier The most well-known and long-standing members, with numerous invaluable community contributions - other members aspire to be more like them Ranks: Director > Champion > Executive > Boss (highest)   How do I increase my rank? Simply put, your rank increases as you help others. This can be achieved in two ways: 1) You contribute helpful content to the platform - for example: If you have a question for the community, you create a post asking for help or ideas Alternatively, if another user asks a question and you reply with an insightful answer If you respond to a user troubleshooting a problem, and your answer is marked as a Solution 2) You recognize the contributions others have made - for example: When you ask for help troubleshooting, you mark other posts as Solutions When you give other helpful posts Kudos, or when others give your post Kudos Along with Titans, higher rank Atlas users may also earn the ability to create rich content on Atlas, for example: After solving a tough issue in your work, you write a blog showcasing how you solved it You create a rich community resource in the form of a knowledge base article How can I view my rank and badge progress? To view how you’re progressing on your ranks and badges, visit your Atlas profile page To get there, click on your profile image, which is visible at the top right of the navigation bar on any page of the community Beneath your user name, you’ll see your current rank, as well as any contributions you’ve made You can also view the most recent badges you’ve earned on the right side of your profile Clicking “View all” will show you all of your earned badges Frequently Asked Questions How can I increase my rank more quickly? Many different activities increase your rank However, activities that are more difficult to achieve, like earning an Accepted Solution from another user, or creating rich media (at higher ranks) like blogs or knowledge bases, award greater progress than activities which are easier, like giving a post a Kudo Does my rank go down if I don’t contribute regularly? No, all of your contributions over time will add to your rank. As long as you have a currently active account (i.e. the account has not been deactivated) and continue to make contributions, you will continue to accumulate progress toward your next rank. I’ve posted a lot lately, so why haven’t I ranked up? Ranking up is easy at first, but higher ranks require an increasing number of contributions Remember: just because you haven’t ranked up lately, doesn’t mean you won’t soon! Additionally, ranks involves a mix of contributing to the community, and acknowledging others If you’ve gone a long time without ranking up in spite of creating lots of content, you may want to spend more time letting others know you appreciate their content via giving helpful posts kudos, or by marking helpful replies as Solutions Similarly, if you’ve spent a lot of time letting others know you appreciate their content, you may want to contribute some of your own by asking good questions of others members in a forum post, or creating other types of helpful content like blog posts Bonus: How do I implement ranks in my own community? You may want to get started by learning about ranks  We also recommend learning about badges, and the difference between these and ranks in the Community product Finally, we recommend reviewing our previous rank update blog to understand how we went about updating Atlas ranks, as it may give you ideas that could help as you build or rebuild your own For further guidance on badges and ranks, as well as community gamification systems, we recommend signing up for one of our Product Coaching sessions  
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by Khoros Staff Khoros Staff Mar 17, 2022
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