Since we use Dovetail Agent every day for supporting our own customers, we’re power users of the app ourselves.
Here, I’ll highlight some of the features that we love, and that we think other power users will love as well.
Photo by @laurent_peignault
1. Canned Responses
Canned 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.
And power users will appreciate the @@ keyboard shortcut. …
Within Dovetail Agent, you can perform batch actions on a set of items without having to re-query or re-select the items.
For example, I can select a set of cases that are in a queue, accept them all, log a note to all of them, and then close them all – without having to re-query or re-select the set.
In older releases, after you accepted the cases, the grid would automatically refresh, and those cases would disappear from the grid (since they’re no longer in the queue).
We recently enhanced this functionality, adding an “Automatic Grid Refresh” user preference that controls whether the grid is automatically refreshed or not after a batch action is performed.
When disabled, the console grid will not refresh automatically after an action. This allows for multiple actions before refreshing the grid. A Refresh Results button will appear in this …
When talking about calendars, notifications, and SLAs – questions around calendars and holidays often arise.
So lets explain how they work within Dovetail apps.
Lets start with Business Calendars. They define the work hours.
For example I may have a business calendar named “M-F 9-5” with the following work hours:
Monday 9:00 AM – Monday 5:00 PMTuesday 9:00 AM – Tuesday 5:00 PMWednesday 9:00 AM – Wednesday 5:00 PMThursday 9:00 AM – Thursday 5:00 PMFriday 9:00 AM – Friday 5:00 PM
Business Calendars can be setup using Dovetail Admin.
Now lets setup the Holidays.
Using Dovetail Agent, navigate to the Admin page, and click on the Holidays icon:
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 …
Rule properties are used in a number of places throughout the Dovetail suite, including:
Business Rule ConditionsBusiness Rule Action MessagesCanned Response VariablesTask Manager PropertiesEmail Log Templates
Traditionally, a rule property would traverse a path through the schema, starting from the base object, and ending at a column.
For example, the Contact First Name property for a case would use the path case_reporter2contact:first_name.
However, there are instances where a path cannot be traversed, or where a calculation needs to be made.
For example, you may wish to fire a business rule only if all of the subcases on a case have been closed.
So your two business rule conditions would be:
Number of Subcases is greater than zeroNumber of Open Subcases is equal to zero
Or, you may wish to fire a business rule if the …
One of the things we’ve been experimenting with here at Dovetail is the SelfService Timeline.
When looking at a case in Dovetail Agent, a support agent can see some details about what activities a customer performed within our Selfservice app around the time they created a case.
Agents can see:
When a customer logged inWhat searches they performed, along with how many search results they got backWhich solutions (knowledgebase articles) they viewedAny comments/feedback left on a solution
It shows any activities that customer within a 1 hour window before and after the case was created.
This arms agents with additional information and context about what the customer did around the time they created a case, and agents can avoid providing the same information to a customer.
Improve knowledge sharing
In addition, it gives the …
Adding customizations in Dovetail Agent, as of version 13, incorporates numerous changes that make the application easier to customize and extend.
Stepping through a simple example will demonstrate how those changes make it easy to add a customization.
This example shows a customization to enhance the console, adding some eye-catching color for Cases that have a severity level that needs attention. If a Case has a Medium severity, the row should be pink, orange for a High severity Case, and if a Case severity is Urgent, then make the row red.
By default, all rows in the console have a white background, so adding some colors will make those cases stand out. Cases with severity levels below Medium will still have the white background.
To accomplish this customization, the Cases with raised severity shown in the Case grid on the console need to have …
I recently posted about how to Query Anything with Dovetail Agent. Specifically I showed how to setup a custom query for part inventory.
In this post, we’ll look at creating a specialized flavor of a existing query.
We have built-in query capabilities for work items (including cases), but instead, lets walk-through an example of allowing for querying on case activities.
For example, show me how many cases were dispatched to the benefits queue in the last 90 days.
For case activities, we’ll need to query the activity log (table_act_entry). In general, I discourage querying against this table using your online production database, as it’s typically the biggest table in the database, and queries against this table can adversely affect performance for everyone using the system. But, depending on your particular use …
In this post, we’ll look at how to create new ad-hoc queries to query anything in your system, purely via configuration.
For those that have been around the Clarify/Dovetail/First Choice space for a while, you might remember that we used to have an add-on product for the Clarify Client named Query Anything. So yes, this post title is a nod to that.
This is a continuation of the series on queries within Dovetail Agent, so it might be useful to first review the previous posts:
Out of the box, Dovetail Agent allows for ad-hoc queries on:
These are all great – but its common that we want to query on other objects – other baseline Clarify objects, or …