We recently released a major update to the Dovetail SelfService app. There’s SO many great new capabilities here.
I would group these enhancements into 2 major categories:
Dynamic Content, Pages, and Menus – making it easy to create and edit content throughout the app Knowledgebase Enhancements – making the knowledgebase much more prevalent, approachable, and functional
Lets take a run through the highlights of this release.
Dynamic Home Page Content
When a user logs into SelfService, they’re immediately taken to the Home page.
In the past, if you wanted to change what was displayed on the home page, you would need to customize the HTML page content, and re-deploy the application.
Now, the home page content comes from a solution. So you can easily edit the solution using Dovetail Agent, and …
When employees are notified as part of a business rule action, the notification method is determined by the employee’s notification preference.
The default notification methods are:
EmailNotifierForward to my SupervisorTone PagerText PagerDigital PagerNone
Dovetail Rulemanager recently added support for one additional option: SMS
An SMS notification will send an SMS message (text message) to an employee’s configured device, typically their mobile phone.
Users can set their notification preferences for SMS, just like any other preference.
Couldn’t we do this before?
In the past, if you wanted to send SMS messages, we would typically use a custom replacement paging application for Rulemanager. This custom script would call into a 3rd party web service, or use the cell provider’s email to SMS gateway. These solutions all required …
We recently added a new extension to Dovetail Carrier – a Webhooks Extension.
What’s a webhook?
Webhooks are “user-defined HTTP callbacks”. They are usually triggered by some event, such as pushing code to a repository or a comment being posted to a blog. When that event occurs, the source site makes an HTTP request to the URI configured for the webhook. Users can configure them to cause events on one site to invoke behavior on another. The action taken may be anything.
This allows for making a web request based on an event within your Clarify/Dovetail system. A business rule can fire based on the event. Dovetail Rulemanager will evaluate the rule, and send a message to Dovetail Carrier. With the webhooks extension, that message …
We recently added Themes to Dovetail Agent. Users can now pick a theme that fits their personal style preference.
We currently ship with 3 themes in Agent 18 (Default, Dark, and Quiet Light), and we’ve recently added a new Blue theme as well (part of Agent 19).
Dark ThemeQuiet Light ThemeBlue ThemeUser Preferences
Users can select their personal Theme preference from the User Preferences page in Dovetail Agent.
Customers may wish to develop their own theme – for example they may want a theme that mimics their corporate styles. We’ve greatly simplified the process for over-riding existing theme styles, and for creating new custom themes. The Dovetail Agent documentation covers this in detail.
In addition, one of our developers, Barrett Sonntag, has created a couple of …
In a previous post, I covered the basics of Action Items, and how they can be used.
Here, I’ll illustrate how we used action items as a way of capturing user feedback within the Dovetail Agent app.
Within the page header in Dovetail Agent is a Send Feedback icon.
Clicking that opens a Send Feedback form.
It’s a very simple form – a dropdown for the subject: Suggestion, Bug, Compliment, or Question, and then a Feedback text box, where the user can type in some feedback.
This feedback mechanism allows our users to easily report a bug, ask a question, or send us a compliment about something within the app.
Upon submitting the form, the user gets a simple Thank You message.
And just like that – we’ve captured some …
Dovetail Agent has a number of Work Item types. The most common are Cases, Subcases, and Solutions.
In addition, there are Change Requests, Part Requests, and Action Items.
Not everyone is familiar with Action Items, so this post will cover the basic of action items – what they are, how you might use them, and how they compare to cases.
Action Item Basics
Action Items are simply a task that needs to be completed.
The task could be any number of things – depending on how you wish to use them.
For example, an Action Item could be used:
To setup a customer’s online account for SelfService/WebSupportAs an Operations task, such as upgrading a serverTo track a contract renewal processetc.
You can use different action item types for different tasks, so you’re not limited to a single use case for action …
I’ve often stated that Rulemanager and Business Rules within Clarify/Dovetail are the most powerful (but often underused) components of the system.
And when you combine Rulemanager with Dovetail Carrier, it gets even more powerful.
To demonstrate some of this power, I’ve created a collection of business rule recipes that will educate and inspire you to make the most of your business rules.
There’s over 30 business rule examples, and they stretch across a number of areas, including:
User NotificationsWorkflow AutomationCustomer NotificationsIntegrating with third-party services/appsTask ManagerCalling external apps/scriptsSLA Rules (Service Level Agreement)Bonus!
There’s also a Business Rule Template, which is helpful when defining new business rules.
It can be provided to business users, who can fill out the template and submit it to the technical staff.
This Collection of Recipes and the Business Rule Template is completely free.
Simply click …
“Modernize Your Clarify Experience”
For years, we have been helping Amdocs Clarify customers / users update or modernize their Clarify experience, which in turn updates the experience of their own customers. We think it’s important enough to keep at it. We want to improve your experience and that of your customer.
We have a total system approach to modernizing Clarify that addresses all aspects of the system from the user experience and its customization framework to the back-end server applications and security.
Believe it our not, we make it possible to completely overhaul the system. Or we can simply solve just one or two particular issues. Dovetail allows you to infuse modern technologies to breathe new life into your Clarify system through expanded methods of deployment, increased functionality, simplified customization and administration, and lower costs.
With Dovetail, you can literally make …
You Tell Me — how important is it to you?
One of the things I noticed right away when I joined Dovetail Software was the excellent customer support provided by the teams here. I’ve worked for various technology companies for the last ten years – rarely have I encountered the passion for providing quality products and quality service as I have witnessed here.
Yes, it is my job to talk about how great Dovetail is, what kind of marketer would I be if I didn’t? Probably an unemployed one. But when my words are backed up by our development and support teams, it’s easy to let my pride for where I work shine through.
We Support You
We actually care about your Amdocs / Clarify experience and we are here to improve it. Bettering your legacy environment is why we do what we do. …
Since we use Dovetail Agent every day for supporting our own customers, we’re power users of the app ourselves.
Here, I’ll highlight some of the features that we love, and that we think other power users will love as well.
Photo by @laurent_peignault
1. Canned Responses
Canned responses are re-usable text snippets that you can use when logging emails or notes. Canned responses can save you time if you’re often typing similar responses. Users can create personal canned responses, and can also share canned responses to workgroups, or to everyone.
And power users will appreciate the @@ keyboard shortcut. …