Technical Fact Sheet: Salesforce Case Management Connector

Version 1

    Overview

     

    This integration allows Jive users connect to Salesforce and surface cases within the context of of Jive. Jive end-users will be able to create, update, and reply to Salesforce cases inside of Jive, while support agents can continue to exist and work out of Salesforce.

     

    Features Overview

     

     

    DescriptionScreenshot

    Case Dashboard

     

    • Keep track of all cases you've created and their current status
    • Search through your cases

    Screen+Shot+2017-01-09+at+2.55.20+PM.png

    Viewing and Responding to Cases

     

    • Update your case details or post comments to existing cases
    • Icons on the right side of the view represent support agents responding from Salesforce

    Screen+Shot+2017-01-09+at+2.55.54+PM.png

    Case Deflection

     

    • Users will search the rest of Jive as they're creating a case
    • Search updates as more characters are entered
    Screen+Shot+2017-01-09+at+2.54.44+PM (1).png

    My Cases Tile

     

    • Embed the My Cases tile and turn any place into the entry-way into support
    • My Cases tile has narrow and wide views with a configurable number of results
    Screen+Shot+2017-01-09+at+2.57.34+PM.png

    Mobile-Ready / Responsive-Web

     

    • All pages are mobile ready
    • Create, view, respond, and search for cases through your phone
    Screen+Shot+2017-01-09+at+2.56.30+PM.pngScreen+Shot+2017-01-09+at+2.56.47+PM.png

     

    Architecture

     

    Screen+Shot+2017-01-09+at+3.23.42+PM (1).png

     

    Jive end-users will only interact with Jive and Salesforce (SFDC) support agents can stay within SFDC.

    Jive and SFDC are connected by the multi-tenant CRM Adapter Service that sits within the Jive datacenter.

    Compatibility

     

    The Salesforce Case Management connector is currently only available for Jive-x Cloud.

     

    Commercial

     

    The Salesforce Case Management Connector is available for separate purchase and is subject to a setup cost.

     

    Please reach out to your Jive representative you work with if you are interested in purchasing the connector.

     

    Reference

     

    Salesforce Case Management Connector Datasheet

    Salesforce Case Management Connector Documentation