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. …
We recently released Dovetail Agent version 14. Here’s a run-down of the highlights.
User-Configurable home page
Users can now set their home page to be any page within the app – such as a queue or a query.
For example, perhaps you’re a manager who doesn’t work cases. In this case, you may wish your home page to be My Workgroup’s Open Items or one of your custom queries.
By default, Home is the same as My Work.
To set your home page, use the s+h keyboard shortcut while you’re on any page in the app. Or set it on the User Preferences page.
Clicking the Home icon (or using the g+h keyboard shortcut) will take …
When working with parent-child cases, a common workflow is to close the parent case when all the child cases have been closed.
We can easily automate this workflow using Dovetail tools and applications.
Here’s the rule that I want to create:
When the last child case is closed, close the parent case.
In order for this rule to function, I need to know when the last child case is closed.
I can do that by looking at the number of open child cases on the parent case. When this number is equal to zero, I know that all of the children have been closed.
But, out of the box, this number is not an available property.
But I can easily create my own, using the function-based rule property functionality.
NumberOfOpenChildCasesOnParent Rule Property
Following the …
There are so many things I love about the newer Dovetail Agent compared to the older versions. Here’s a few of my favorites.
(For reference, when I say “new”, I mean version 5 and higher. As of this writing, the latest version is Agent 10. Although I say “new” Dovetail Agent, it’s really been out since 2013. But it is much newer than our older Agent app (version 4 and below), which is over 10 years old now.)
1. No popups
This is probably one of the biggest complaints we had about the older app – every page was a new popup window.
Start with the console, then open a case, then click on the Site, then click one of the contacts, then click on Log Phone Call. You now have 5 windows open. Ugh.
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, …
Task Manager is an optional Clarify module that allows subcases and action items to be automatically created when a task set is selected from a case.
Within the Clarify Classic Client, this process is started by clicking the Jobs button on a case, and then selecting a Task Set to be executed. The Clarify Client then evaluates the task set and creates the subcases and action items as needed.
Within Dovetail Agent, this process is started by choosing the Workflow – Run Task Set menu item on a case, and then selecting a Task Set to be executed. User’s must have the Task Manager privilege in order to see this menu item. Dovetail Agent itself does not evaluate the task set …
A couple of years ago I posted about watching cases in Clarify / Dovetail. The idea is still a good one, and I’ve recently combined the idea of watching a case with the new tagging functionality that’s available in Dovetail Agent 5.
It’s not uncommon that we want to keep up with what’s going on with certain cases – specifically cases that are being worked by others.
For example, a high priority case for a new customer may have been recently created, and even though its being worked by someone else, I still want to keep abreast of what’s happening with it. Or perhaps the customer I’m going to visit next week has a case open that I want to stay in the loop on. Or I want to follow how one of my guys …
As I mentioned, I initially hacked together some code as a proof-of-concept.
I’ve cleaned up the code a bit, and have made it available on Github: https://github.com/gsherman/raplet
The code is freely available, although it does use the Dovetail SDK, so you do need an SDK license key.
I totally dig this integration. It’s not uncommon that I exchange emails directly with customers, and having additional case information right there in context is pretty sweet.
Hope you find this useful.
A couple of job opportunities to share.
Front End Web Developer here at Dovetail
What you bring to the table:
We’ve worked with a couple of customers recently who use some other application for authentication. Basically, Single Sign-On. One was using CA SiteMinder, and another had a home grown application. In both instances, we were able to easily allow Dovetail Mobile / AgentLite to work with their existing authentication mechanisms, allowing single sign-on capabilities. This means that if a user has already authenticated in their environment, then they were automatically logged into Dovetail, without having to enter their username and password again. Pretty nice user experience.
In this post, I’ll share some of the details about how this all works.
For this scenario, our customer had a home grown “App Store”. Users logged into this App Store, which authenticates them, and then shows them a list of applications that they are authorized to use. One of them is Dovetail …