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

Kent Valentine
July 25, 2016

Task Manager for Clarify

I 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 Property

Each 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 Manager

It 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

Gary Sherman
July 6, 2016

I was recently speaking with a customer who wanted to allow his sales team to have access to data within the Dovetail / Clarify system.

For example, before a sales person speaks with a customer, he probably wants to review recent cases for that customer, see the state of their contracts, what orders they’ve placed recently, etc.

Normally, it’s just the support reps and logistics team that might be working with the system. But there’s no reason we can’t grant access to the information within to others in an organization.



The request I got was to build a custom web application that allowed members of the sales team to have access to all of this data in a read-only way. Allow the sales rep to search for a customer site, and then view all sorts of

David Greyson
July 5, 2016

Clarify Support

Many 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

Gary Sherman
June 20, 2016

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,

Gary Sherman
June 17, 2016

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:

task manager properties

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:

Gary Sherman
June 15, 2016

In this post, I’ll cover calling a custom action within Dovetail Carrier by pushing a message directly onto Carrier’s queue, without using Rulemanager (or Task Manager).

To recap how we got here:

Dovetail Task Manager Overview – What it is, how it works, etc. Creating custom tasks for Dovetail Task Manager – How to create a custom task action, namely a Get Stock Quote action Invoking custom actions in Dovetail Carrier without using Task Manager – How to call a custom action using Rulemanager to publish a message to Carrier

Now, lets look at calling a custom action within Carrier by pushing a message onto Carrier’s queue, without using Rulemanager.

We’ll use the same action created in the previous post – namely GetStockQuote.

  Custom executable

For this example, we’re creating a custom

Gary Sherman
June 13, 2016

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

Rayanne Thorn
June 10, 2016

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

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