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Tag: Amdocs Clarify

Update and Modernize Your Clarify Environment

update modernize clarify
March 7, 2018 Update your Clarify Environment Dovetail has a total system approach to update and modernize Clarify and addresses all aspects of the system, from the user interface and its customization framework to the backend server applications and security. It is possible to completely overhaul your whole system or just as easily solve one or two particular issues. What our solution does is allows organizations to infuse current technologies with new life - an updated and modernized system by expanded methods of deployment, increased functionality, simplified customization and administration, as well as this: lower costs. <-  Who doesn't want that? Access Through the Web Dovetail offers a completely independent framework for accessing Clarify data through the web.  This framework can be used to replace your existing access points to Clarify such as the classic client, eSupport, and smart client or it can…

How Important is Improving the Experience of Your Customer?

improve the experience of your customer
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…

Task Manager Scenarios

task manager
July 25, 2016 Task Manager for ClarifyI decided to write this to help me get my head around the business end of our new Task Manager product for Clarify. Gary Sherman has put together several posts recently:Dovetail Task Manager IntroductionCreating Custom Tasks for Dovetail Task ManagerTask Manager Trick: Properties with Static Text & a Case PropertyEach of these posts does a great job explaining the technical merits of Dovetail Task Manager, but I felt like I needed to run through some more real-life scenarios to fully understand it. Hopefully, you will find some value here too.The Ease of Task ManagerIt turns out, it’s not really that hard to understand. If you have a business process with multiple activities that could be handled independently of one another, Task Manager makes it easy to set up and maintain. If you have several processes like this,…

Replacing Disparate Field Service Software with Dovetail Mobile

Dovetail Mobile
July 5, 2016 Clarify SupportMany organizations who utilize Amdocs Clarify or Dovetail CRM also employ field based specialists to support everyone and everything from end customers, smaller satellite offices, clinics, retail store fronts, to various campuses or colleges associated with a larger, central university perhaps. They could be IT technicians, seasonal staff, lab support, just about any type of field deployed employee.When the deployment of field personnel reaches a point of needing to be managed on a sizeable scale, technology typically comes into play. There are more than a few providers offering this type of technology, but is the use of these specialty offerings simultaneously creating a rash of ROI killing effort on the backend? Is it tied directly into the CRM where you’re already managing cases and tracking work and workflow? If not, is this causing disparate cross-functional reporting and/or increasing reporting…

What’s New in Dovetail Agent 11

June 29, 2016 We recently released Dovetail Agent version 11. Here’s a quick rundown of the major changes.  Canned ResponsesCanned 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.They can include dynamic properties, such as the Case Title, Status, or Customer information.  Markdown is supported as well, meaning these canned responses can contain rich text, tables, images, hyperlinks, etc. Example: Salutation and Signature Example: Images and Links Select a Canned Response for useOnce some canned responses have been created, from a Log Email or Log Note, users can select one, which will automatically insert that response into the text area. Canned Response inserted into a note I’ll have another post soon that covers Canned Responses…

Making a Fresh Start From Clarify

fresh start with Dovetail
June 28, 2016 A Great CRM PlatformThis blog entry is for all the stakeholders who rely on or must support Amdocs Clarify systems. If you are like most, you have probably spent years searching for a better way forward than the one Amdocs offers. Years...because it's a tough application to replace.In its day, as we all know, Clarify was a great CRM platform for a variety of business types because it was so versatile. But the technology is old and with every year that passes, it becomes harder to find people with the skills needed to keep it in good shape. This unfortunate situation usually leads to an insidious decline in utility and reliability until a breaking point is reached; a tiger team checks out options which yields nothing palatable; more struggles, higher overhead, worsened utility until another breaking point is reached (even…

Customer Service and Enterprise Software

September 11, 2015 Customer Service in Your Selection of Software VendorsI was reading Naomi Bloom’s blog post, “In Enterprise Software and Luxury Accommodations, Details Matter and No Disappointment Accepted” and it got me thinking.  While Naomi is referencing HR software, her points apply to all Enterprise Software and she makes a really good comparison, yet I will add another element, Customer Service. Things will happen, whether at the luxury accommodations or with your Enterprise Software. The key question becomes what does the establishment/vendor do when there is a problem? That will probably be what you remember more than the actual problem.Addressing Enterprise SoftwareIt is inevitable that there will be problems during implementation. Any software vendor who tells you they never have problems is lying to you. Expectation differences, communication gaps, the customer environment is slightly (or vastly) different than the vendor was told/expected…

DIET: DELETE + INSERT instead of UPDATE

June 30, 2015 When we have to insert, update, or delete data, DIET (Dovetail ArchiveManager) is often the tool of choice. Updating an object Typically, when we want to update some data, we just need to define its uniqueness properly. For example, if I wanted to update a business rule property name,  I could define its uniqueness as a combination of its object type + name. For example: OBJECT TYPE="prop_name", NAME="commitment case id" UNIQUE_FIELD=obj_type, prop_name FIELDS obj_type=30; /* object type 30 = commit_log */ prop_name="Case ID"; path_name="case_commit2case:id_number"; subtype=0; val_type=0; max_len=255; END_FIELDS END_OBJECT NAME="commitment case id" If I used DIET to import this file, and this prop_name  record didn’t exist in the database, then it would do an INSERT, which would create this prop_name record. If I used DIET to import this file, and this prop_name record did exist in the database, then it…

Using Hyperlinks in the Clarify Classic Client

April 10, 2012 I’ve been doing a little Clarify Classic Client development lately, and I’ve found I’ve been using hyperlinks more and more as elements on forms as opposed to buttons. A common usage of hyperlinks is to open URLs, such as a site’s website. But we can also use them to invoke other actions. Here’s a form that has a few different hyperlinks in action: There are 4 hyperlinks in play on this form 2 Open Subcases (opens the Subcase List form, showing the list of subcases for this case) ? (Opens a message box with help text, detailing the Case Title information) Copy Case ID to Clipboard (um, copies the case id number to to the clipboard) Expand (Opens the case history in a larger/expanded form) So as you can see, a hyperlink can be used for more than simply opening…

Customizing the Clarify Attachment Form (form 1006)

November 14, 2011 I recently had to do some modifications to the attachment form in Clarify (form 1006). This is one of those old-school forms that doesn’t always behave very well with ClearBasic. This post captures a few of my findings and learnings. FILELIST Double-Click   One of the things I wanted to do was to intercept the double-click action on the FILELIST control, which happens when a user double-clicks a file to Open it.   Plan A: some simple Clearbasic code Sub FILELIST_DblClick() If FileValidation = True Then Me.DoDefault Else App.MsgBox "Not authorized" End If End Sub   Looks simple right? But it doesn’t work. Even if the Me.DoDefault code isn’t ever called, the file is still opened. So if the validation failed, the user would get the message box saying "Not authorized",  and then the file would be opened. No bueno.…