Having the possibility of an AI chat specialized in Jive to answer your questions and solve your issues can significantly reduce the time for you to get help. Even in cases where ATLAS cannot solve your issue, letting it do an initial triage and collect the relevant information before transferring you to an agent will enable us to help you more efficiently.
To maximize the probability of having a productive interaction with ATLAS, we recommend you follow some basic "best practices":
1. Describe the issue in detail from the beginning.
Similar to what you would do when raising a ticket.
✅ "Jive videos are playing very slow and not loading sometimes"
❌ "Jive videos issues"
2. If ATLAS doesn't understand your question at the first attempt, rephrase it.
ATLAS: "Please enter your query this time with further description of the information that you need or the issue that you are facing."
✅ "We have updated IP addresses for upload of files. How can we whitelist these IPs?"
❌ "Whitelist IPs"
3. If you are offered buttons, use them.
ATLAS: "if your Jive instance is hosted by IgniteTech or is it an On-Premise installation?" (Hosted by IgniteTech) (On-Premise Installation)
✅ <<Click either of the two buttons>>
❌ "Jive Blog Posts are not publishing"
4. Don't ask for an agent without letting ATLAS try to solve your issue.
ATLAS is trained in some complex common scenarios and can check things in the backend and perform changes. You would be surprised!
ATLAS: "How can I help?"
✅ "I have an issue with one of our users not receiving our emails."
❌ "I need an agent"
5. Always review the related articles suggested by ATLAS:
6. Don't panic!
We know ATLAS is not perfect and we are 100% dedicated to improving it. If ATLAS is unable to help you and you confirm with the buttons that the solutions provided didn't help, it can eventually transfer you to an agent.