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When working a case, we can link a solution to the case, indicating that the given solution resolves the problem at hand.
Now that we’ve linked it, we often want to email that solution to the customer. Using the Canned Responses feature within Dovetail Agent, this is easy to do.
I see two options for how we could email the solution to the customer:
Send the customer a link to the solution, which allows them to view it online in a Selfservice/WebSupport-type app Send the customer the actual solution content
Lets look at how to do both of these options.
Admin Setup – Rule Properties
The first thing we want to …
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.
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 …
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
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 …
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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 …
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.
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.
Cases have just 2 conditions: Open, and Closed.
A case can move from Open to Closed, and from Closed to …
What More could a Clarify CRM Customer Ask for?How about a Modern Solution at a Low Risk Migration
CIOs and Heads of Customer Support have nightmares thinking about changing their customer support software. It is quite the dilemma. Their current solution has many issues and it doesn’t do everything they want, but “it works”. Therefore, the lesser of evils seems to be to continue to use their current solution because of the fear of what could happen if they attempt a migration strategy to a new solution. Many companies have suffered tremendously by selecting the wrong enterprise software, and there is the further possibility of limiting one’s career, or worse, losing your job if you are part of a project involving the wrong software selection.
What is your current situation?
This is the situation for …
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.
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.
It’s not automagically converted into …
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.
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
Naturally, the …
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.
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.
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 …
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.
Photo by @ederpozo
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 …