Gary Sherman
Gary Sherman

Gary Sherman

Chief Technology Officer, Vice President of Products
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Gary Sherman
September 19, 2016

Recently, I talked about the new SDK Toolkit Extension in Dovetail Carrier, which allows for executing methods within the Dovetail SDK Toolkits, without writing any code.

Once that was released, I was able to remove some custom scripts from our own production environment, and replaced them with this new SDK Toolkit extension.

 

Change Status

This is the business rule that we has in place:

Object Type Case Rule Name/Description When a customer logs a note via SelfService, change the case status to Customer Update Start Events Log Note Cancel Event None Conditions Logger = SelfService Action Title Change Status Create Activity Log Entry? true (checked) Who to Notify no one (leave empty) Start Action 0 minutes From Event Creation Using Elapsed Time Repeat    Never Message Type Command Line Message C:\Dovetail\custom\RuleManagerActions\ChgStatus\ChangeCaseStatus.bat [Object ID] ‘Customer Status changed


Gary Sherman
September 16, 2016

Within Dovetail Agent, there are two different Refresh Cache actions

Refresh Application Cache Refresh User Cache

This post is a quick rundown of what they do and how they’re different.

 

Refresh Application Cache

From the Admin menu, there’s a Cache option

image

 

This controls the application cache which includes schema, lists (application and user-defined), configuration items, strings, etc.

When the application starts up, a bunch of information that rarely changes is cached, to improve application performance.

The most common use of this is for when you change list values – both application lists (such as Case Type), and user-defined lists (such as Contact Expertise). You can edit your lists using Dovetail Admin, refresh the cache in Agent, and


Gary Sherman
September 13, 2016

printf

Photo by @benchaccounting

 

When setting up your auto-destination rules, it’s easy to end up with rule bloat, sometimes due to no fault of your own.

Due to business requirements, you may end with a lot of rules, which end up making it difficult to manage all of them.

For example, we may have auto-dest (routing) rules that dispatch a case to a queue based on its case type and the country of the reporting site/contact.

If the contact is in the USA, and it’s a Payroll case, send it to the USA_Payroll queue. If the contact is in the USA, and it’s a Benefits case, send it to the USA_Benefits queue. If the contact is in France, and it’s a Payroll


Gary Sherman
September 12, 2016

Dovetail Agent includes support for Change Requests

Recall that a change request is a task you create in response to a reported software bug, hardware defect, or enhancement request.

As Change Requests are worked, they follow a workflow process. We use Statuses and Transitions to define the process, and define who can move the Change Request through its workflow steps.

change request workflows

Technically, Cases also support a workflow and defined transition. It’s just a very simple one.

We can use Cases as a simple example before moving on to the more robust workflow options with Change Requests.

 

Case Workflows

Cases have just 2 conditions: Open, and Closed.

A case can move from Open to Closed, and from Closed to


Gary Sherman
September 7, 2016

I was recently posed a question about how to make a URL in a textbox be automatically clickable.

I’ve posted in the past about using hyperlinks in the Clarify Client, but this question was a bit different.

For example, on the Account form in Clarify, there is a web site textbox.

If you type in a URL in that textbox, it is automatically turned into a clickable hyperlink.

account-form

 

Lets say that you wanted to do something similar on a custom form.

You add a textbox to the form, set its contextual object properly, type in a URL, and then – nothing.

case-form-no-hyperlink

It’s not automagically converted into


Gary Sherman
September 6, 2016

The recent release of Dovetail Agent 12 adds support for Change Requests. This post will walk through an overview of Change Request functionality within the app.

What is a Change Request?

From the Clarify documentation:

A change request is a task you create in response to a reported software bug, hardware defect, or enhancement request. It constitutes a complete and formal record of the problem or enhancement request, and what has been done to fix the problem or implement the enhancement.

cr

Overview of FeaturesCreate and Edit Change RequestsWorkflow: Accept, Assign, Dispatch, Forward, Reject, YankStatus Changes:  Fix, Fix Failed, Close, Close as Duplicate,ReopenActions: Log Email, Log Notes, Replicate Change RequestChange Requests are available in My Work, Queries, and Recent ItemsBatch actions are available from My Work and other queries

 

Querying

Naturally, the


Gary Sherman
August 22, 2016

Recently over on the Clarify forum on Toolbox.com, we had an interesting discussion around the use of canned responses within the Clarify Classic Client.

I introduced the term Canned Response into that post, as the original request sounded a lot like the Canned Response feature that we recently added in Dovetail Agent.

Other terms for this include snippets, templates, and saved replies.

canned-clarify-client

 

Request

The original request was:

Is it possible to assign a keyboard short cut for case notes field so we can auto populate certain text that is very repeatedly used.

 

Response

There’s nothing out of the box within the Clarify Client to insert commonly used text within a case note. Depending on what you want to do, it’s


Gary Sherman
August 9, 2016

I was recently working on a project that wanted to track SLAs, but the specific SLA rules were more complex than could be handled just using business rules.  But, the logic would be pretty straightforward to enforce via code. So we came up with a solution that used a combination of business rules and a custom Dovetail Carrier extension.  In this post, I’ll walk through how we accomplished this.

There’s a lot of information here, so grab a cup of coffee (or perhaps a glass of scotch), settle in, and lets get to it.

sla-carrier

Photo by @ederpozo

 

SLAs

Over the past 20+ years of working in the Support/CRM space, I’ve worked with a number of organizations that want to enforce SLAs (service


Gary Sherman
August 4, 2016

When viewing queries in Dovetail Agent, they’re ordered alphabetically.

I was recently asked if there was a way to change the ordering. For example, I may have a certain query that I always want to be at the top of the list.

Nope, sorry. They’re alphabetical.

But, you can use a few tricks to get the ordering you want.

queries

 

A-Z

Purely based on letters, if we want something at the top of the list, we could have its name being with “a”, or prefix it with “aaa” . Similar for “zzz”

aaa-zzz

 

Reminds me of those businesses that would name their companies so that they would be


Gary Sherman
August 2, 2016

We recently released an updated version of Dovetail Carrier, and this version includes a new SDK Toolkit Extension.

I’m super excited about this new extension – so lets get into the details.

But first, a quick refresher on Dovetail Carrier.

 

What is Dovetail Carrier?

Carrier is a flexible and customizable message handling framework for your Dovetail or Clarify CRM application. It allows the automation of virtually any internal CRM processes associated with communicating with external systems. Carrier uses messaging, a method of communication between software components or applications that enables distributed communication that is loosely coupled, to enable organizations to establish efficient dataflow between their systems.

carrier components including the SDK Toolkit extension

 

Extensions

The Carrier framework is designed to


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