The Salesforce Case Management Connector links your Jive community to your Salesforce and allows customer to engage with your support team. Customers can manage their cases right from within your community in a familiar interface while integrating with your support agents using your existing Salesforce support processes.
The new version includes the much desired ability to add attachments to cases and to distinguish escalated cases.
Release date: Friday, July 14th
Delivery mechanism: Add-on, users will be upgraded automatically
Updated documentation: Salesforce Case Management Connector
The connector will now support the use of attachments within the tiles:
- Upload attachments - A user can upload an attachment to a case in order to add relevant information for the support agent, such as screenshots, log files etc. File size is limited to 25MB.
- See attachments in a case - A user in the community can see that a case in his tile has attachments, and the attachment type.
- Download attachments - A user can download and open an attachment from a case directly from the tile in the community. This allows support to send relevant files to the case directly.
- Delete attachments - User can delete attachments they uploaded to a case, so if they made a mistake they can remove it.
Escalated cases can now be easily distinguished in the case list as the font color for the is changed to red.