Simplify and Streamline Customer Support
Most user questions in Jive-x Customer Communities are promptly answered by peers, deflecting cases and offloading your support reps. But what happens when questions don’t get a timely response? That’s where the Question-to-Case Connector comes in. It automatically escalates unanswered questions to cases in Salesforce, helping your support teams adhere to SLAs and resolve customer issues as quickly as possible.
- Questions are turned into cases if they receive no answer for a configurable interval, e.g. 48 hours.
- Support agents can manage cases and reply to users from their dashboard in Salesforce, without leaving their standard case management workflow.