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Be in the Know Supportal Training 101

How to Create the Perfect Support Case

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Be in the Know

Supportal Training 101

© Jive confidential

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.

Step One: Logging In

Be In The KnowJive 6.0 Community:

Supportal Training 101

© Jive confidential

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.

Step Two: Navigating The Supportal

Be In The KnowJive 6.0 Community:

Supportal Training 101

© Jive confidential

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.

Step Two: Navigating The Supportal

Be In The KnowJive 6.0 Community:

Supportal Training 101

© Jive confidential

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.”

Step Two: Navigating The Supportal

Be In The KnowJive 6.0 Community:

Supportal Training 101

© Jive confidential

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.

Step Two: Navigating The Supportal

Be In The KnowJive 6.0 Community:

Supportal Training 101

© Jive confidential

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.

Step Three: Creating a Case

Be In The KnowJive 6.0 Community:

Supportal Training 101

Be In The KnowJive 6.0 Community:

Supportal Training 101

© Jive confidential

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.

Step Four: Engaging your Jive Engineer

© Jive confidential

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

Step Five: Stay In The Know via The Jive Community