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.
| Salesforce Field | Jive Value | Meaning |
|---|---|---|
| Case Origin | Jive | The origin is always "Jive" as a text value. |
| 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. |
| Email Address | Author's email address | The email 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. |