Integrated Case Creation and Management for Jive Customer Communities
Your Jive-x Support Community provides a one-stop shop for information, experts and answers, quickly addressing the majority of customer issues before they become cases. And for those situations where cases do need to be created, Jive’s Salesforce Case Management Connector makes the process fast and simple – for both customers and support agents:
- Customers can file and track cases directly from your customer community.
- Agents can manage those cases in Salesforce and push answers back to the community with a few clicks.
Everyone stays in the environment they’re accustomed to, while interacting seamlessly to resolve cases as quickly and efficiently as possible.
Uninterrupted Agent Workflow
Once created, the ticket information is sent to Salesforce, where support agents can reply to users and manage the case as they normally do, without leaving their standard case management workflow.
Case Creation and Deflection
To open a ticket, users just click a button in the community and begin filling out a form describing their issue. As they type, Jive’s look-ahead search recommends relevant resources in the community such as knowledge base articles, discussions, similar resolved cases and documentation. These are often enough to resolve the issue and deflect the case. If the issue isn’t resolved, users can complete the form and file a ticket.
Case Management Dashboard
Community members can easily view agents’ replies and respond to them via a dashboard in the community, where they can track all of their open cases.
The whole experience has a mobile-ready responsive design for users on the go. Users can track, create, view and respond to cases from their mobile devices.