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Connect Khoros community and social data to Salesforce Agentforce
Khoros is the enterprise customer engagement platform combining community management, social media management, and social customer care — used by large organisations to manage owned communities, monitor and respond across social channels, and provide support through digital engagement at scale. For enterprise organisations running active customer communities and social care programmes on Khoros, the community engagement data and social care interactions are a significant layer of the customer relationship that sits outside Salesforce. A customer who is an active community contributor, a recurring social care contact, or a vocal brand advocate in the Khoros community has a relationship with the brand that the Salesforce account record does not capture. When Emerge Digital connects Khoros to Agentforce, community and social engagement context from Khoros is available to agents during commercial conversations — and Salesforce commercial events can coordinate with Khoros community and care workflows.
What this unlocks
- Community engagement context during account and service conversations: Khoros tracks community contribution, reputation, and activity for each member — an agent can surface a customer's community profile during an account conversation, identifying whether the customer is a high-value community contributor, a product champion, or a recurring issue reporter whose community activity provides richer context than the Salesforce transaction record alone.
- Social care interaction history for escalated service conversations: Khoros social care manages customer service interactions on social channels — Twitter/X, Facebook, Instagram — in a unified inbox. An agent can retrieve the customer's social care interaction history from Khoros during a Salesforce service escalation, providing the context of prior social interactions that preceded the escalation.
- Community sentiment and trending topics for product and account conversations: Khoros tracks community sentiment trends and the topics customers are discussing most actively — an agent can surface the current community sentiment and trending topics for a product area during an account conversation, providing qualitative customer intelligence that supplements the quantitative Salesforce metrics.
- Salesforce commercial events coordinate with Khoros community programmes: when a Salesforce milestone is reached — a new enterprise customer onboarded, a customer reaching a usage milestone, an advocacy programme nomination — an Agentforce agent can trigger the corresponding Khoros community action: inviting the customer to the enterprise community, badging the usage milestone, or initiating the advocacy programme enrolment workflow.
In the customer journey
Community champion status informs VIP account conversation
An account manager is preparing for a quarterly business review with an enterprise customer. The agent queries Khoros for the account contact's community profile — the contact has 4,200 community posts, a top-tier reputation rank, and has answered 340 peer questions in the product community over two years. The account manager enters the QBR aware that the primary contact is a significant community contributor, and prepares specific recognition for their community contribution alongside the commercial discussion.
Social care escalation history retrieved before account team contact
A customer contacts the account team through Salesforce after an unresolved service issue. The agent queries Khoros social care for the customer's interaction history — the customer had three Twitter/X interactions over the prior week about the same issue, each resolved with a commitment to follow up that was not actioned. The account manager contacts the customer aware of the full social care history and the prior commitments, able to provide a substantive resolution rather than asking the customer to re-explain the issue.
Enterprise customer onboarding triggers Khoros community invitation
A Salesforce opportunity closes for a new enterprise customer. An Agentforce agent reads the customer's industry vertical and primary use case from the Salesforce opportunity. The agent triggers the Khoros community invitation workflow for the customer's primary contact, sending a personalised invitation to the enterprise community tier relevant to the customer's vertical. The community team receives the customer context from the Salesforce deal to personalise the onboarding outreach.
Why not managing social engagement data in Salesforce Social Studio?
Salesforce Social Studio was a social media management tool that has been sunset. For organisations that adopted Khoros as their enterprise community and social care platform, Khoros provides the operational social engagement capabilities at enterprise scale — owned community management, social care inbox, advocacy programmes, and community analytics — that Social Studio did not cover. The Agentforce integration connects the Khoros engagement data to Salesforce commercial conversations rather than requiring the organisation to manage social engagement within Salesforce natively.
Khoros' Agentforce integration is most relevant for large enterprises with active customer communities and social care programmes — where the community engagement data and social care history represent a significant layer of the customer relationship that informs commercial decisions, account health assessment, and service escalation handling.
How Emerge integrates Khoros
Emerge Digital connects Khoros to Salesforce Agentforce as a consulting engagement. We map the Khoros community member and social care contact records to Salesforce accounts and contacts, design the community engagement query layer for account and service conversations, configure the community sentiment monitoring for product and account intelligence, and integrate the Salesforce commercial event triggers for Khoros community programme actions.
How we structure an engagementRelated integrations
FAQ
Can the agent post to Khoros community or social care channels directly?
Triggering a Khoros community action from a Salesforce commercial event — an invitation, a badge, an advocacy programme enrolment — is a pre-approved, governed action with defined scope. Autonomous agent posting to community forums or responding to social care interactions requires specific governance design for the community context. Emerge designs the appropriate action boundaries for each Khoros integration use case.
We use Sprinklr, Lithium, or Jive rather than Khoros — can the same pattern work?
Khoros was formed from the merger of Lithium and Spredfast. Khoros Community was the former Lithium Community platform. The community and social care integration pattern applies to Sprinklr, Jive, and other enterprise community and social engagement platforms. Emerge builds to the platform your enterprise community programme operates on.
We use Khoros only for social media management, not for owned communities — is the integration still relevant?
For organisations using Khoros Marketing (social media management) without the owned community component, the integration focuses on social care interaction history and social monitoring data rather than community contribution metrics. The social care history and brand mention context are still commercially relevant for enterprise account conversations.
How long does a Khoros + Agentforce integration take?
A focused engagement typically runs five to seven weeks: mapping Khoros community member and social care records to Salesforce contacts and accounts, designing the community engagement and social care history query layers, configuring sentiment monitoring and community programme event triggers, and testing community profile retrieval, social care history access, and commercial event-triggered community actions.
Ground your agents in Khoros.
Tell us what your agents need to read and write in Khoros, and we'll design the integration and the governance around it.
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