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. …
I’ve received a few questions asking how Dovetail Task Manager compares to Clarify Task Manager. So let’s cover that here.
First, a quick refresher on what Task Manager is.
Task Manager Overview
Task Manager is an optional module that allows actions to occur automatically when a task set is selected from a case.
The most common action is creating a subcase.
For example, when the New Employee Task Set is run:
Create a General subcase for setting up the employee’s network account and dispatch to the Network queue.Create an Administrative subcase for ordering business cards and assign to a specific employee.Create a General subcase for creating the user’s account in the CRM system, and dispatch to a queue based on auto-destination rules.
Dovetail Agent can work with either Clarify Task Manager or Dovetail Task Manager.
High level comparison ClarifyDovetailTask evaluationTasks are evaluated within the Clarify Classic Client itself, …
With Dovetail Task Manager, a Task will define the properties that get set when the task is executed.
Set a Property to a Static Text Value
For example, I can have a task that creates a subcase, and I can set it up so that the subcase title will be set to Do something awesome!
The task property setup would look like:
So when the subcase is created, its title will be Do something awesome!
Set a Property to the Same Value as a Case Property
Alternatively, instead of setting a property to a static text value, we can set it to be the same as a case property.
For example, we can set the subcase title to be the same as the case title, as shown here:
In my last post, I demonstrated how to create a custom action for Dovetail Task Manager – namely a GetStockQuote action.
Now, let’s see how we can invoke a custom action without using Task Manager at all.
We’ll invoke the same GetStockQuote code within Carrier, but, this has nothing to do with Task Manager. It’s simply a way to get Carrier to execute some custom code.
To invoke it, we’ll create a business rule, and have Rulemanager send this message into Carrier. (Recall that Dovetail Rulemanager version 2.0 added Carrier Message as a business rule action message type)
Here’s the overall process:
A New Carrier Message Type
Out of the box, Dovetail Task Manager fires a business rule with an action of Carrier Message.
The business rule action message content …
What We Do and Understanding the Customer
Testing the waters, as a marketer, can be tenuous. Depending on marketing campaigns, we run the risk of boring our intended audience or annoying them. Over the years, I have come to understand that each effort can be a good effort, as it may reach just the person it was intended to reach. But, there is also the risk of over-saturation. The most important thing, for me, as a marketer and as someone who truly believes in our product and cares about our company, is to know the customer.
Knowing the Customer – YOUR Customer
It isn’t enough to know who the customer is – their name, rank, and serial number. It isn’t enough to know what they do. It isn’t nearly enough to know what our competitors do when it comes to their own marketing …
I received an email today from IT Toolbox:
Based on recent member feedback, the following groups will be deactivated:
You are currently a member of one or more of these groups. You can ask or reply to new threads in CRM – General Discussions.
I’m definitely saddened by this – I’ve shared a lot of information there, and learned a lot as well. We’ll see how the Clarify community takes to the CRM – General Discussions list instead.
I’m guessing that it’s due to the lack of activity on the Clarify list. Looking at the number of messages per month, the decline is pretty obvious.
Quite the decline from its heyday in the early 2000s.
Throughout our application, we use “pickers” for selecting items.
For example, we use a picker for queues when dispatching a case:
a picker for contacts when creating a case:
and a picker for the installed part on a case:
For a small list of items (lets say < 100), such as a list of queues, we’ll just show the user all of the available items straight-away. The user can scroll to see them all, or start typing and the list will be filtered in place.
When there are a large number of items, such …
Over the last few releases, we’ve also made more improvements that we think make it even better.
File attachments that are images are now shown inline. They’re constrained to a maximum size, to maintain readability. Clicking on an image opens it in a lightbox, and in a larger format when necessary.
In my previous post, I mentioned that we displayed the case history in reverse chronological order – with the newest entries at the top, similar to many current social apps (facebook, twitter, etc.).
Based on customer feedback, we added an additional option here. Users can now choose the order – either …
One of the newer features in Dovetail Agent is broadcasts. A broadcast is used to communicate a message to all users.
Broadcasts appear in the user’s notification drawer – along with Notifier messages (such as from business rules).
Notice the megaphone icon which helps identify it as a broadcast.
What are a few examples of where you might use broadcasts?
The system will be going down tonight at 5:00 PM for maintenance. If a customer calls about the special holiday promotion, here’s what you need to know. This app has been updated to a new version. Outgoing shipments will be delayed because of the snow storm. Or whatever other message you want to send to your users. Properties
Broadcast messages …
When a business rule fires, most of the time the result is a notification to one or more users. There’s a few common ways a user can get notified – email, pager, sms/text messages, and the “notifier”.
Notifier means that the user gets a notification within the application itself.
In the Clarify Classic Client, there is a Notifier form (Desktop – Notifier) where messages are displayed.
On the back end, Clarify uses a Notifier service/daemon, commonly referred to as the Notify Server. The Clarify Client communicates with the Notifier service using a Windows socket connection.
This is notoriously buggy. It wouldn’t always connect, the connection would drop, messages would get lost, etc. Often, the Notifier service would think it …