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2 Posts authored by: vinh.jones

 

Summary

 

Jive currently supports Internet Explorer 9 & 10 within all Jive platforms, including Jive Custom and Jive Cloud.

While both Internet Explorer 9 and 10 will still be able to access Jive after the 2017.1 Cloud upgrade, any issues identified within these browsers will not be fixed or resolved unless it also occurs on Internet Explorer 11 as well. This includes any issues that render the interface non-functional for any users on those browsers. 2017.1's GA date is targeted for Q3 of this year, though customers will be upgraded throughout the latter half of 2017. Further communication on 2017.1 dates will be forthcoming within the next month.

At this time, this policy does not affect Jive Custom users.

Why EOL IE9/10?

 

Both Internet Explorer 9 & 10 were released over 4 years ago and is not able to take advantage of many functionalities and features in a modern web application. For Jive, this limitation is particularly highlighted when using modern JavaScript.

 

Supporting Internet Explorer 9 & 10 over the past few years required our developers to create complex workarounds or making conscious decisions *not* to utilize features that modern browsers support. This prevented us from truly optimizing Jive to create the best experience possible for our users.

 

Finally, Internet Explorer 9 & 10 usage exposes Jive and our users to security risks. Microsoft removed support for Internet Explorer 9 & 10 in January 2016 and has acknowledged that they do not plan on addressing any security issues identified within those browsers.

 

Recommendations & Next Steps

 

Jive Cloud will not lock Internet Explorer 9 or 10 users out of the system, but the 2017 release was not tested nor optimized for those browsers. Moving forward, many critical parts of the application may be non-functional if users are on these versions of IE.

 

It is recommended that users plan on upgrading to Internet Explorer 11.

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

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