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How to Create the Perfect Support Case
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How to Create the Perfect Support Case
1.
Be in the
Know Supportal Training 101
2.
Step One: Logging
In 1. Go to https://community.jivesoftware.com/welcome 2. If you’re new to Jive, register as a new user, being sure to use your company email address so you can join or create your Company’s Private Community. 3. Once logged in, select the large orange button that says “Customer Support” to the right. © Jive confidential
3.
Be In The
Know Jive 6.0 Community: Supportal Training 101
4.
Step Two: Navigating
The Supportal General Community Tabs: 1. Home: All the info in one place. 2. Content: Blogs, Docs, Discussions, Polls, etc. 3. People: Everyone who is a part of that Community. 4. Places: All Public Spaces that exist in the JC. 5. Links: Resource for the most useful Jive info. 6. Apps: Plugins that use Jive more uniquely. 7. Create: Contribute your genius to Jive. © Jive confidential
5.
Be In The
Know Jive 6.0 Community: Supportal Training 101
6.
Step Two: Navigating
The Supportal Customer Supportal Tabs: 1. Overview: All activities in the Private Community. 2. Content: Five sub-tabs for private documents, discussions, cases, environments, calendar. 3. People: All current members of your community. 4. Projects: Strictly for Professional Services Engagements. © Jive confidential
7.
Be In The
Know Jive 6.0 Community: Supportal Training 101
8.
Step Two: Navigating
The Supportal My Accounts: 1. Select “My accounts” from the top of the page and accept terms and agreements to reveal purchased licenses, modules, RPMs, etc. 2. View the Purchases area by selecting “Purchases.” © Jive confidential
9.
Be In The
Know Jive 6.0 Community: Supportal Training 101
10.
Step Two: Navigating
The Supportal Inviting New Members: 1. Click on “Invite people to join this group” from the Actions menu. 2. Use the email that the user registered in the Jive Community previously. 3. Once the invitation is sent, the user will receive an email that they must accept to gain access to the Private Group. © Jive confidential
11.
Be In The
Know Jive 6.0 Community: Supportal Training 101
12.
Step Three: Creating
a Case Case Creation: 1. Select “Start a case” under the Actions bar. 2. Title: Keep as relevant to the request as possible. 3. Body: Include as much details as possible, images, etc. 4. Case Details: Select the appropriate severity; Low, Medium, Critical. 5. Product: Select the most relevant item from the list. 6. Select “Post” to submit your new case. © Jive confidential
13.
Be In The
Know Jive 6.0 Community: Supportal Training 101
14.
Be In The
Know Jive 6.0 Community: Supportal Training 101
15.
Step Four: Engaging
your Jive Engineer Case Responses: 1. Response times to cases will depend on the SLA level of Support purchased via customer contracts. 2. Jive Engineers often ask for additional information, such as logs. The sooner these requests are answered, the sooner cases can be resolved. 3. Be polite and cooperative. Jive is made up of real people, and we all work very hard to resolve every issue in a timely and professional manner. © Jive confidential
16.
Step Five: Stay
In The Know via The Jive Community Important Blogs to Follow: 1. Space: Support | Jive Community Jive Release Schedule Jive Release Blog Ongoing Support Services Product Documentation 2. Space: Plugin Downloads | Jive Community 3. Space: Developer Community | Jive Community 4. Space: Website Info & Feedback | Jive Community 5. Space: Jive Talks | Jive Community © Jive confidential
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