Blog
Gary Sherman
July 25, 2017

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


Gary Sherman
July 18, 2017

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


Gary Sherman
July 10, 2017

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.

Get It!

This Collection of Recipes and the Business Rule Template is completely free.

Simply click


Rayanne Thorn
April 10, 2017

“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


Rayanne Thorn
February 28, 2017

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.


Gary Sherman
January 17, 2017

Last year I highlighted 10 things to love about the new Dovetail Agent, that showcased some of the ways that the new Dovetail Agent is so much better than its predecessor.

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.

power-user-features

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.


Gary Sherman
January 12, 2017

Within Dovetail Agent, you can perform batch actions on a set of items without having to re-query or re-select the items.

For example, I can select a set of cases that are in a queue, accept them all, log a note to all of them, and then close them all – without having to re-query or re-select the set.

In older releases, after you accepted the cases, the grid would automatically refresh, and those cases would disappear from the grid (since they’re no longer in the queue).

We recently enhanced this functionality, adding  an “Automatic Grid Refresh” user preference that controls whether the grid is automatically refreshed or not after a batch action is performed.

When disabled, the console grid will not refresh automatically after an action. This allows for multiple actions before refreshing the grid. A Refresh Results button will appear in this


Rayanne Thorn
January 11, 2017

Nature vs. Nurture?

The on-going discussion: the naturally-gifted vs. the manufactured.  Are those who are naturally talented less likely to work hard to achieve success?  Does hard work drive success, whether you are talented or not?  I have often stated, “Hard work pays off. Always.” But does it really? How about the kid who studies her heart out to maintain a C+ average versus the one who never studies and maintains a 4.0 or better?  I grew up with kids like both representations. Personally, I endlessly studied and in my case, the hard work paid off with good grades. But was it my natural inclination toward the subjects I studied – those I selected or was it the hard work which resulted in good grades?

We can argue incessantly about how success is achieved.  But I think Winston Churchill said it best,


Gary Sherman

Recently I discussed function-based rule properties, which allow you to add your own code for calculating a rule property value.

I was asked last week about these – specifically, what if you’re using Dovetail Rulemanager, but not using Dovetail Agent. How do you define these properties?

clarify-form-header

 

Background

The property can be defined as a function using the Rule Property UI within Dovetail Agent.

But if you’re not using Dovetail Agent, but you are using Dovetail Rulemanager, you can still take advantage of these.

Rule properties are stored in table_prop_name. There is a new custom field named x_is_function that defines this property as a function. If set to 1, this property will be evaluated as a function. If set to 0 (default), it will not be.

So you can simply


Rayanne Thorn
January 5, 2017

“Synergy… it creates new untapped alternatives; it values and exploits the mental, emotional, and psychological differences between people.”
~Stephen Covey

The Team

Being a part of a team can be a wonderful, exhilarating, delightful, excruciating, debilitating, and/or harrowing experience. Navigating the roads to a successful internal partnership can be dangerous and filled with trepidation that must often be cajoled with tenacity. But without the stubbornness that must be honed as business partners/owners, we may become nothing more than corporate doormats; laid out for all to wipe their feet on.

Weakness or Strength?

I have been in numerous meetings which have resulted in, “I told you so” moments. I’m sure we all have. One meeting in particular?  It wasn’t actually said out loud but it was felt by all in the room.

Knowing when to utilize strength in an office setting or on


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