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Jive Interactive Intranet

4 Posts authored by: Shai Sagi Employee

Get ready to enhance the value of your Jive community. Jive Urgent Notifications is powerful feature lets you broadcast real-time alerts via high-visibility channels such as text and voice – immediately notifying anyone or everyone in your community when critical business situations arise and time is of the essence. It’s easy to configure and easy to use.  Watch the two minute overview, then install and configure.  It's that easy.

 

 

 

Fun fact: we built Jive Urgent Notifications using AlertFind, one of the many products available to Jive customers in the Aurea Product Library. By leveraging AlertFind’s codebase, Aurea engineers were able to relatively easily deliver a value-add feature for Jive. That’s the promise of Aurea Unlimited at work.

 

 

Installation and Configuration

You install the Urgent Notifications feature just like any other Jive add-on. Watch the How To video - step by step instructions on how to install and configure

 

When installation completes, you’ll be taken to the settings page. Please allow up to a minute for the installation to complete in the background before configuring, then click the “Configure Now” link at the bottom of the window.  You can always return to this page at any time if you need to change the settings.

 

There are just four fields to configure:

  • email
  • mobile phone
  • home phone
  • question

 

The purpose here is to specify which Jive user profile fields will be used when routing the notifications to recipients and if there should be a yes/no question.

 

For example, the user profiles in your Jive community may have several fields for mobile phone numbers. In the configuration screen, you can choose which of these phone numbers will be used when sending mobile text notifications.

 

You can also choose which email address to use for email notifications, and you can choose a landline home phone number for text-to-speech notifications. The mobile phone number field is required; the other two fields are optional.  If a user doesn’t have the necessary contact information in their profile, they won’t get an Urgent Notification. For example, if they don’t have an email listed, they won’t get an email notification. For that reason, you may want to implement rules for your organization to ensure that users fill in the necessary profile fields and keep them current.

 

The other thing you’ll need to specify is who in your organization gets to send Urgent Notifications. You’ll probably want to limit this capability to designated individuals such as team and department leaders. You don’t want people spamming their colleagues with unnecessary notifications.  You can do this in your Admin Console, by adding users to a group called Urgent Notification Senders. All users you add to the group are whitelisted, enabling them to send Urgent Notifications to public groups or or any private groups that they’re members of.

 

Now that you’ve configured it, you and other authorized users can send Urgent Notifications whenever the need arises.

 

Let’s explore how the feature works, using a concrete example.

 

Imagine you’re the head of corporate marketing for your company. You’re planning a big news conference in two weeks to announce a company merger. But you suddenly learn that rumors of the deal have started circulating on social media. You’ve got no time to waste. You have to immediately alert your communications team and get them ready to answer questions from the press. Conventional communications are just too slow. You need Jive Urgent Notifications.

 

The feature works at the Group level, enabling you to send notifications to all the members of any group in your Jive community. If you want to reach a specific population of users such as the members of a department or everyone who works at a certain location, just choose a private group corresponding to that audience. If there isn’t already a group that matches your target audience, you can create one. And if you want to reach everyone in your community, choose a public group--since public groups include all community members.


In this example, you’ll be sending to the Corporate Marketing group. Just go to that group in Jive and choose “Urgent Notification” from the Action menu.  Write a brief header describing the subject, then write the body of the message. The body will be sent as a text message to recipients’ mobile phones. It’s also used as the body of the email notification and the content of the text-to-speech message sent to landline phones--if you’ve opted to use either of those channels. You can also include one or more links if you’d like to refer recipients to documents or other resources for further guidance. In this example, you link to a Q&A document that will help your team respond to questions about the merger.  If  the "disable question" is not checked in the configuration, you can also add a yes or no question for recipients to answer. This is useful in emergency situations when you need an immediate response.

 

When your message is ready, click Send Notification. You’ll be asked to confirm and shown how many people you’re sending to. If you’re sure you want to send, click Confirm.

 

Once the notification is sent,  your corporate marketing team will immediately receive the message as an SMS text on their mobile phones. They can respond to the yes/no question directly from their phone. If you’ve selected email in the configuration process, they’ll also get an email, and can answer the question by sending a reply. If users haven’t received the mobile text within 5 minutes, and you’ve also selected the home phone option, they’ll get a voice message on their landline. They’ll be instructed to answer the question by pressing a specified key on their phone.

 

Whenever you send an Urgent Notification, Jive also creates an alert document containing the content of your message. The document is automatically posted in the selected group, giving your team a place to gather, ask questions and discuss the situation. A link to the alert document is included in mobile text notifications and email notifications.

 

Team members can also click the link to your Talking Points doc, where they can get detailed instructions on how to speak publicly about the merger.

 

In urgent situations, it’s not enough just to send notifications. You need to verify who’s received them and how they’ve responded. You can do that by going  to the Urgent Notifications tab in the recipient group. You’ll see a table with aggregate statistics on recipients and response rates. You can also download a CSV file that breaks down the results by individual user. If you see that any users haven’t received the message or haven’t responded, you can reach out to them again.

 

In minutes, you’ve rallied your communications team and are working together in Jive to coordinate a response.

 

You can use this same approach in any time-critical situation, rapidly notifying users and directing them to Jive for further guidance and collaboration.

 

Install Urgent Notifications now and help your company move faster, minimize disruptions and respond to pressing situations at the speed of business. Jive Urgent Notifications--when every second counts.

 

For more information, refer to the User documentation: Jive for Urgent Notifications  and the How To video - step by step instructions on how to install and configure

All Jive-n/x Cloud Production and Preview instances will receive a maintenance update between January 5-12, 2018.  This maintenance release reinforces our commitment to improving the quality, stability, and performance of Jive. It includes 60+ issues resolved from a variety of areas such as the core functionality, integrations and Jive Rewards. Stay tuned for detailed release notes for this 2016.3.9 release.

 

In contrast to our major release upgrades (which have a specified downtime window), this maintenance update:

  • Does not impact the availability of your Jive instances - your community will not experience any downtime.
  • Is limited to patching known issues or improving the core Jive Cloud engine for better performance.
  • Does not introduce new feature functionality; new features are a component of release upgrades only.
  • Is mandatory, and your instance(s) cannot be opted-out from maintenance releases.

 

Jive continuously improves our products and prioritizes resolving issues identified by our clients. When applicable we bundle up these fixes into a maintenance update to be applied to all Cloud instances in a non-disruptive manner. Nothing is more important to us than the availability, integrity, and privacy of our clients’ data. We take special measures to ensure that your Jive instances are not impacted by maintenance updates.  As information on the scheduling of future updates or upgrades becomes available, it will be published int he Customer Hub of AureaWorks.

 

The list of known issues and resolved issues for each maintenance update will be published here closer to the release date: Fixed Issues in Jive-n and Jive-x Current Release (2016.3)

 

In parallel to this update,

Jive Daily for cloud also has an available maintenance release. see details in Release notes — Jive Daily for Cloud

You can download the latest version from:

Jive Daily: Intranet on the go - Android Apps on Google Play

Jive Daily: Intranet on the go on the App Store

 

An update notification will be posted when these maintenance updates are complete.  If you have additional questions, please post them here.

Over the last two weeks, we released version 2016.3.8 to all cloud customers (https://community.jivesoftware.com/community/customers/blog/2017/09/13/september-2017-jive-nx-cloud-maintenance-update ). As part of that release, there was a bug introduced (document previews failed to render). We have prepared and tested a fix.

 

The fix will be rolled out to customers starting Friday, October 6, and last through next Friday, October 13.

This will be a standard HAZDU release. This will be a zero downtime update. No action is needed by customers.

 

We apologize for any inconvenience this may have caused. If you have additional questions about this update, please post them here.

 

 

 

Customers - Jive Hub, Partner Home

The Salesforce Case Management Connector links your Jive community to your Salesforce and allows customer to engage with your support team. Customers can manage their cases right from within your community in a familiar interface while integrating with your support agents using your existing Salesforce support processes.

The new version includes the much desired ability to add attachments to cases and to distinguish escalated cases.

 

Details:

Release date: Friday, July 14th

Delivery mechanism: Add-on, users will be upgraded automatically

Updated documentation: Salesforce Case Management Connector

 

 

New features:

Attachments:

The connector will now support the use of attachments within the tiles:

  • Upload attachments - A user can upload an attachment to a case in order to add relevant information for the support agent, such as screenshots, log files etc. File size is limited to 25MB.
  • See attachments in a case - A user in the community can see that a case in his tile has attachments, and the attachment type.
  • Download attachments - A user can download and open an attachment from a case directly from the tile in the community. This allows support to send relevant files to the case directly.
  • Delete attachments - User can delete attachments they uploaded to a case, so if they made a mistake they can remove it.

 

 

 

Escalated cases:

Escalated cases can now be easily distinguished in the case list as the font color for the is changed to red.

 

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