This document provides instructions for using the Jive Supportal for customer support. It outlines five steps: 1) Logging in to the Jive Community site; 2) Navigating the Supportal tabs and features; 3) Creating a support case with relevant details; 4) Engaging a Jive engineer by providing any requested information; and 5) Staying updated on product information by following important blogs in the Jive Community.

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.
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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.
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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.
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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.”
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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.
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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.
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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.
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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
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