Jive Case Escalation for Salesforce

Transcription

1 Jive Case Escalation for Salesforce

2 TOC 2 Contents System Requirements... 3 Understanding Jive Case Escalation for Salesforce... 4 Setting Up Jive Case Escalation for Salesforce...5 Installing the Program... 5 Installing the JAR File...5 Connecting Jive to Salesforce... 5 Creating an Auto-Escalation Policy... 6 Creating a Place-Specific Escalation Policy... 6 Mapping Jive Metadata to Salesforce Fields...7 Manual Case Escalation Permissions...7 Troubleshooting...8 Using Jive Case Escalation for Salesforce... 9 Escalating Cases Manually...9 Viewing Case Information in Jive...9 Jive Information Included in Cases...9

3 System Requirements 3 System Requirements Make sure you have the correct versions of Jive and Salesforce to run the plugin. The following describes the system requirements for installing Jive Case Escalation for Salesforce. Software Prerequisites Jive and higher.

4 Understanding Jive Case Escalation for Salesforce 4 Understanding Jive Case Escalation for Salesforce Jive Case Escalation for Salesforce allows questions asked in Jive to be escalated as a case to a Salesforce CRM instance. About Jive Case Escalation for Salesforce Many companies already use Jive to provide support to their customers in a fully social community environment. Jive Case Escalation for Salesforce lets you automatically escalate customer questions by transforming them into Salesforce cases, or let hand-picked individuals manually escalate cases to Salesforce. Agents can then view case information in the context of the community discussion that generated it. Organizations can also assign unique metadata to a case from Jive for the purpose of routing or assignment in Salesforce. How the Integration Works Each Jive user is associated with an address. When a user posts a question in the Jive community, and that case is escalated (either manually or automatically), that address also becomes a contact associated with an case in Salesforce. Additional information is then passed from the Jive question to create the case fields in Salesforce. You also have the option to set additional fields in the case based on the information in the Jive question. In Salesforce, you'll then be able to design queues or workflows to handle the incoming cases according to your business requirements. For example, if you want one Support queue to handle all your Jive-created cases, you can key off the "Case Origin" field of a Case object (which is always set to "Jive") to route those cases to the appropriate queue. If you want to ensure cases with high visibility (defined by a number of replies or page views in the Jive community) to be handled first, you can assign them to be handled accordingly.

5 Setting Up Jive Case Escalation for Salesforce 5 Setting Up Jive Case Escalation for Salesforce To set up Jive Case Escalation for Salesforce, you need to set up a connection between Jive and your Salesforce server, decide whether to escalate cases automatically and whether to grant specific rights for manual escalation, and map Jive discussion fields to the appropriate fields within Salesforce. Installing the Program To set up Jive Case Escalation for Salesforce, you need to install the Jive Extended APIs plugin, then add a license. Installing the JAR File The Extended API plugin JAR file can be downloaded from the Jive Software web site. This plugin supports multiple Jive products including Jive Case Escalation for Salesforce. After you download the plugin JAR file, install it using the following steps: 1. In the Admin Console, go to System > Plugins > Add Plugin. 2. Under Install a new plugin, click Browse to select and open the plugin JAR you downloaded 3. Click Upload to add it to the community. 4. Apply a deployment license that enables you to use the feature by opening to System > Management > License Information in the Admin Console. For more about managing licenses, see "Managing the Deployment License" in the core documentation. 5. Restart the application as root: /etc/init.d/jive-application restart. 6. Once the application has restarted, you can verify that the plugin was installed by navigating to System > Plugins > Installed Plugins and checking the list for the Extended APIs plugin. This is also where you can remove the plugin. Installing the JAR File The Extended API plugin JAR file can be downloaded from the Jive Software web site. This plugin supports multiple Jive products including Jive Case Escalation for Salesforce. After you download the plugin JAR file, install it using the following steps: 1. In the Admin Console, go to System > Plugins > Add Plugin. 2. Under Install a new plugin, click Browse to select and open the plugin JAR you downloaded 3. Click Upload to add it to the community. 4. Apply a deployment license that enables you to use the feature by opening to System > Management > License Information in the Admin Console. For more about managing licenses, see "Managing the Deployment License" in the core documentation. 5. Restart the application as root: /etc/init.d/jive-application restart. 6. Once the application has restarted, you can verify that the plugin was installed by navigating to System > Plugins > Installed Plugins and checking the list for the Extended APIs plugin. This is also where you can remove the plugin. Connecting Jive to Salesforce You'll need a Salesforce account with API-level access to connect Jive to Salesforce. To connect Jive and Salesforce so you can escalate Salesforce cases from Jive questions, you need a Salesforce account with API-level access, and you'll need to supply your security token as well as your username and password.

6 Setting Up Jive Case Escalation for Salesforce 6 You can test the connection from the Jive admin console. The API user is typically your service user in Salesforce. If you don't have the security token (also known as the API key) associated with that user, you can only retrieve it by resetting it. Keep in mind that resetting the security token will also affect any other users who use the service user. If this isn't convenient, you may also choose to create a Jive-dedicated API user in Saleforce. You can disable the connection (and make sure no information can be sent to Salesforce) using the Disable button. Fastpath: Admin Console: System > Settings > CRM Integration > Connection, or click connect to CRM during initial setup. 1. On the Connection tab, provide your username, password, and API key (security token). Note that even though Salesforce tells you to append the security token to your password, Jive provides a separate field for the security token. Don't append it to your password in the Jive admin console. 2. Click Save Settings. You'll see information about your connection status displayed at the top of the tab. Creating an Auto-Escalation Policy If you want discussions to automatically be escalated into Salesforce as cases, create a policy to determine the conditions when this should happen. Auto-escalation from Jive can occur whenever discussions are created and marked as questions. If you enable autoescalation, you can choose to automatically escalate every question, or escalate questions only when they do not receive an answer after a specified time elapses. Your auto-escalation policy applies to all places (groups and spaces) in Jive by default. However, community administrators and users with owner or administrator rights to a group or space can override the setting for specific spaces by modifying the CRM settings for a space: see Creating a Place- Specific Escalation Policy on page 6. You'll see a list of places that currently have exceptions to the autoescalation policy at the bottom of the Case Escalation dialog. Fastpath: Admin Console: System > Settings > CRM Integration > Case Escalation If you don't want auto-escalation to happen anywhere in your community, select Do not apply auto-escalation to any places. Users with permissions for manual escalation will still be able to escalate cases. Note: Keep in mind that because Jive checks for discussions that need auto-escalating every 30 minutes, auto-escalation may happen up to 30 minutes after the timeout set for an unanswered question to be escalated. To activate auto-escalation anywhere in Jive: 1. Click Apply auto-escalation to all places. (Use this setting even if you plan to disable auto-escalation for some places in your community.) 2. If you want every question to be surfaced in Salesforce as an escalation, click Escalate all questions to cases as they are posted. If you want to surface only questions that go unanswered for some period of time, click Escalate all questions to cases if unanswered and select a time period in hours or days. (You will be able to override the global setting you choose here for specific places in your community.) "Answered" means that a reply to the question has been marked as correct. 3. Click Apply Settings. 4. If you want to override this setting for a specific group or space in Jive, go to the place and click and select Manage > CRM Settings. Creating a Place-Specific Escalation Policy You can override the global auto-escalation settings within a particular place in Jive by selecting Manage > CRM Settings.

7 Setting Up Jive Case Escalation for Salesforce 7 If you've already enabled auto-escalation globally for your community, you can create exceptions for specific places (groups or spaces). You have rights to override the CRM settings for a given place if you are the Community Administrator, or if you are the group owner or space admin for the place. Note: Subspaces will not inherit the auto-escalation settings you set for a space. You need to create a separate exception for each subspace that won't use the global policy. To override the global auto-escalation setting at the group or space level: 1. Navigate to a place in your community and select Manage > CRM Settings. 2. If you want to disable auto-escalation, click Do not apply auto-escalation to this place. If you want to use a different auto-escalation policy from the global one, click Apply auto-escalation to this place. 3. If you want every question to be surfaced in Salesforce as an escalation, click Escalate all questions to cases as they are posted. If you want to surface only questions that go unanswered for some period of time, click Escalate all questions to cases if unanswered and select a time period. 4. Click Apply Settings. Mapping Jive Metadata to Salesforce Fields To customize the way information in a Jive discussion is used to populate a Salesforce case, you can create a custom field mapping. Many case fields are automatically populated when a Jive discussion becomes a case: you aren't required to map any fields at all. You can see a list of this information here, and you can see the default Salesforce mappings in the admin console by clicking Show default mappings. However, you may want additional information sent from Jive to Salesforce. For example, you may want. Fastpath: Admin Console: System > Settings > CRM Integration > Data Mapping To add custom field mappings: 1. Click Add custom global field. 2. Choose the Salesforce case field you want to populate. 3. Choose the Jive information that will be the source for the Salesforce field value. 4. Click Apply Settings. 5. If you want to override this setting for a specific group or space in Jive, go to the place and click and select Manage > CRM Settings > Field Mappings. Manual Case Escalation Permissions If you want users to be able to escalate individual discussions as cases, you need to grant them manual case escalation rights based on either their Jive permissions or their Salesforce permissions. By default, cases can only be escalated if you grant rights for manual escalation. Even a Jive administrator won't have rights to escalate cases unless you specify that this is allowed. Fastpath: Admin Console: System > Settings > CRM Integration > Entitlements To grant permissions to any user with the Moderate Content user right within Jive, select Existing Jive moderators. For more information about assigning moderation rights in Jive, see Moderating Content. Note that while group and space owners may be able to moderate content in a place, this permission level applies only to users who have been explicitly granted moderation rights over the place or community where they will be escalating cases. Implied rights based on group ownership or space admin rights are not sufficient.

8 Setting Up Jive Case Escalation for Salesforce 8 To grant permissions based on a user group created in Jive, select Existing Jive permission group and choose a group from the list. For more information about user groups, see Managing User Groups. To grant permissions based on a role or queue in Salesforce, select Existing Salesforce role or Existing Salesforce queue and choose a role or queue from the list. Note that if you grant permissions based on a queue, you are only granting permissions to individuals with access to the queue, not to groups associated with it. Troubleshooting If a case is not successfully escalated, you'll get an alerting you that the escalation failed.

9 Using Jive Case Escalation for Salesforce 9 Using Jive Case Escalation for Salesforce If you have rights, you can escalate cases from within the community whenever customers post a discussion marked as a question, and you can see the status of cases that have been escalated manually or automatically. Escalating Cases Manually If you have the correct permissions within a space or group, you can escalate a discussion as a case manually, rather than wait for it to be auto-escalated. If you think you should have rights to escalate cases, and you don't see Escalate as Case as an available action in your Actions menu when you read a question, ask your Community Administrator to adjust your permissions. To escalate a question as a case: 1. Click on a discussion that has been marked as a question. Questions are identified with a question mark icon when you browse the discussions in a place. 2. Click Escalate as Case. Your discussion is automatically transformed into a Salesforce case. For a list of the standard Jive metadata that's used to create the case, look here. You don't need to add any of this information manually in the case notes. Viewing Case Information in Jive If a case was escalated from within Jive, and you have the correct permissions within a space or group, you can view information about a case's status directly within the community. If you have rights to escalate a case, you should have rights to view case details. The case information includes the information sent to Salesforce about the case as well as its current status. 1. Click on a discussion that has been marked as a question. Questions are identified with a question mark icon when you browse the discussions in a place. 2. Click View case information. Jive Information Included in Cases When a Jive discussion is escalated to a Salesforce case, many of the elements of the discussion are used to populate fields in Salesforce. The following Jive information is provided as a standard part of the Salesforce case. You don't need to add this information when escalating a case. Additional information may also be added automatically based on your administrator's mapping of Jive information to Salesforce case information, or manually when a case is escalated by a user in Jive. Values that are variable in Jive are show in italics in the Jive value column. Note: You should never edit the Jive-provided fields from the Saleforce side. Table 1: Salesforce Field Jive Value Meaning Case Origin Jive The origin is always "Jive" as a text value.

10 Using Jive Case Escalation for Salesforce 10 Salesforce Field Jive Value Meaning Company Author's company, if known The company information associated with the user who created the originating discussion. Date/Time Opened In Jive Date/Time opened in Jive The date and time when the originating Jive discussion was initially created. Description Discussion body The prompt for the discussion that originated the case. Discussion URL Discussion URL The URL where you can directly access the discussion in Jive. Address Author's address The address associated with the Jive account. This value is used to identify the contact associated with the case in Salesforce. Jive Escalating User Jive escalating user name The user name of a user who manually escalated the case. This value is used to identify the agent responsible for escalating the case in Salesforce. Jive Like count Jive Like count The number of users who clicked Like for the originating discussion. This information can be used to assess user interest in the question being escalated. Jive Replies Count Jive replies count The number of individual posts replying to the originating discussion Jive Tags Tags User-defined keywords assigned to the originating discussion. Jive Type Jive Type Jive Views Count Jive views count The number of unique users who viewed the originating discussion. Name Discussion Author The user name of the user who created the originating discussion. Status New This value is always passed to identify the case as a newly created Salesforce case. It can be changed on the Salesforce side to indicate the subsequent case status. Subject Discussion Title The title of the discussion in Jive.