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Introducing the Salesforce Case Management Connector

We are pleased to announce the release of Jive's Salesforce Case Management Connector. The Salesforce Case Management connector is a critical piece for turning a Jive-x Customer Support community into a hub where where users can search for information, interact with experts, and now engage with support agents that might exist outside of Jive. With the connector, customers will be able to file and track cases directly within a Jive-x community and support agents can stay within Salesforce while still responding to any and all cases that are created via Jive.

 

Key Benefits and Features

 

  • Increased case deflection with automated promotion of relevant content and articles to the user
  • Provides transparency to your customer with a seamless case dashboard within your jive-x community to keep track of filed cases
  • Decrease support costs by providing support agents with an uninterrupted workflow by allowing them to manage cases directly manage cases in SFDC

 

 

Case Management Walkthrough

 

Jive users will have two entry-points into the connector once Case Management is installed: Through the Case Dashboard or via the My Cases tile.

 

Case Dashboard

 

The Case Dashboard is the home of the Case Management connector and allows users to review the status on all cases they've created -- both at their desk and while on the go with our Responsive-ready interface. Uses will be able to search and sort their results while within the Case Dashboard.

SFDC_integration_caseDashboard+(1).png
My Cases Tile

 

The My Cases tile is the entrance to the Case Management connector and allows community managers to turn any place within Jive into the premier support leading page. This tile will show users their most recent cases while still letting them experience the rest of Jive.

SFDC_integration_MyCases+(1).png
View, update, and comment cases all within Jive

 

Once a user navigates to one of their cases, they can see any updates from support and post any of their own comments as well. The placement of the avatars denote if a user exists within Jive or within Salesforce. By leveraging API calls, Jive users can respond from Jive and Salesforce support agents can respond from Salesforce. Everyone stays in the environment they're accustomed to, while interacting seamlessly to resolve cases as quickly and efficiently as possible.

SFDC_integration_caseThread+(1).png
Case Deflection

 

Users can create a new case through the My Cases tile or the Case Dashboard. As they type in their subject, Jive's look-ahead search will crawl through the rest of the environment and surface any relevant resources within the community -- including knowledge base article, discussions, answered questions, or documentation. If the issue is not resolved, users can complete the form and file a case.

Screen+Shot+2017-01-09+at+2.54.44+PM (2).png

 

 

Availability

 

Jive's Salesforce Case Management Connector is currently only available for Jive-x Cloud customers. For more technical information please check out: Technical Fact Sheet: Salesforce Case Management Connector

 

For pricing and further details, please reach out to your Jive sales representative.

 

If you currently have the CRM - Salesforce Integration add-on installed and are interested in this connector, please also reach out to your Jive representative.

 

Want to know more?

 

Datasheet on JSDC: http://jive.to/sfdccasemngmt
Demo Video: Salesforce Case Management Connector Demo Video - YouTube

 

Jive 9.0.0.1 is now available for Hosted and On-Premise releases. This release provides critical bug fixes. We highly recommend upgrading to this version to provide the best user experience.

 

Jive Patch Release 9.0.0.1 is available for download from your licenses page.

 

 

 

Today we've released a new update for our Jive Daily - Interactive Intranet Mobile App. If you are not using Jive Daily yet, you can download it from App Store or Google Play.

 

I'm excited to announce our newest functionality:

  • In-app visual Org Chart of your company
  • Additional filtering options in people search to provide a complete employee directory experience
In the user's profile, you'll find a new link to the org chart. org-chart-on-profile.png
org-chart.png
The Org Chart will have a tree of all the employees organization with the reporting structure. The number at the bottom of each avatar represents the number of direct reports under that user.
Searching for people just became easier with additional filter options on the people search page         Picture2.png

 

As always, we welcome your feedback and look forward to hearing how you're using these new features. If you have any questions or require any support please post in the The specified item was not found. space or your MyJive Group.

 

A small glimpse of what's next

 

MDM- Mobile Device Management

 

MobileIron-logo-stacked.pngFor Jive 9 we made Jive Daily for Hosted MDM-compatible by implementing the AppConfig protocol. The AppConfig protocol is compliant by most MDM/EMM vendors and therefore Jive Daily is compatible with them all. However, as this is a 'young' protocol, we want to test each vendor to make sure we fully support it, 20110805.AWLogoMDMTag.jpgso following the release of Jive 9 we now officially support Mobile Iron.  Today we are actively working on testing that our AppConfig implementation supports AirWatch as well.

 

 

 

 

unnamed.png

 

 

As Good doesn't support the AppConfig protocol, we are working on integrating with AppDome.
AppDome technology "fuses" Good SDK into the application, which then provides full MDM support. We don't have a clear date but are actively working on integrating with AppDome to have Jive Daily available on their platform.

 

 

 

 

 

As we have a large demand for MDM compliance from our cloud customers too, we are working on implementing the AppConfig protocol in Daily for cloud as well. In Q1, AppConfig protocol compliance will be provided OOTB on Daily for Hosted and Daily for cloud.

 

 

Rewards Integration

As this been requested time after time, we plan on adding reward points, levels and recent badges to users' profiles along with the ability to give someone a badge. This will of-course be available only for cloud instances connected with Rewards.

points-on-profile.png

Points on Profile

badges-on-profile.png

Badges on Profile

give-someone-a-badge.png

Give someone a badge

 

News Tiles Support

The ability to "pin" stories to the top of the news stream has been requested by several customers. As more and more customers are adopting the news page, we will be adding support for news tiles and announcements in Jive Daily.

news-tiles.png

 

 

 

At first we will support the following tiles:

  • Banners
  • Carrousel
  • Latest blog posts
  • List of contents
  • Leaderboard (already supported in places)

 

 

If you'd like to be notified of each new release of Jive Daily, and the features and bug fixes that are included in it, please follow the Jive Daily Release Notes document.

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