Dovetail Agent
Gary Sherman
August 1, 2017

We recently added Themes to Dovetail Agent. Users can now pick a theme that fits their personal style preference. 

 

We currently ship with 3 themes in Agent 18 (Default, Dark, and Quiet Light), and we’ve recently added a new Blue theme as well (part of Agent 19). 

Default Theme

 

Dark ThemeQuiet Light ThemeBlue ThemeUser Preferences

Users can select their personal Theme preference from the User Preferences page in Dovetail Agent. 

 

Custom Themes

Customers may wish to develop their own theme – for example they may want a theme that mimics their corporate styles.  We’ve greatly simplified the process for over-riding existing theme styles, and for creating new custom themes. The Dovetail Agent documentation covers this in detail. 

In addition, one of our developers, Barrett Sonntag, has created a couple of


Gary Sherman
July 25, 2017

In a previous post, I covered the basics of Action Items, and how they can be used.

Here, I’ll illustrate how we used action items as a way of capturing user feedback within the Dovetail Agent app.

 

Within the page header in Dovetail Agent is a Send Feedback icon.

 

Clicking that opens a Send Feedback form.

 

It’s a very simple form – a dropdown for the subject: Suggestion, Bug, Compliment, or Question, and then a Feedback text box, where the user can type in some feedback.

This feedback mechanism allows our users to easily report a bug, ask a question, or send us a compliment about something within the app.

Upon submitting the form, the user gets a simple Thank You message.

And just like that – we’ve captured some


Gary Sherman
July 18, 2017

Dovetail Agent has a number of Work Item types. The most common are Cases, Subcases, and Solutions.

In addition, there are Change Requests, Part Requests, and Action Items.

Not everyone is familiar with Action Items, so this post will cover the basic of action items – what they are, how you might use them, and how they compare to cases.

 

Action Item Basics

Action Items are simply a task that needs to be completed.

The task could be any number of things – depending on how you wish to use them.

For example, an Action Item could be used:

To setup a customer’s online account for SelfService/WebSupportAs an Operations task, such as upgrading a serverTo track a contract renewal processetc.

 

You can use different action item types for different tasks, so you’re not limited to a single use case for action


Gary Sherman
January 17, 2017

Last year I highlighted 10 things to love about the new Dovetail Agent, that showcased some of the ways that the new Dovetail Agent is so much better than its predecessor.

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.

power-user-features

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.


Gary Sherman
January 12, 2017

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


Gary Sherman
January 4, 2017

When talking about calendars, notifications, and SLAs – questions around calendars and holidays often arise.

So lets explain how they work within Dovetail apps.

 

 

Understanding Calendars and Holidays

 

Business Calendars

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

Pretty simple.

Business Calendars can be setup using Dovetail Admin.

biz-cal

 

Holidays

Now lets setup the Holidays.

Using Dovetail Agent, navigate to the Admin page, and click on the Holidays icon:


Gary Sherman
January 3, 2017

We recently released Dovetail Agent version 14. Here’s a run-down of the highlights.

 

What's New in Agent 14

 

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.

agent

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


Gary Sherman
December 21, 2016

workflow

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.

 

Business Rule

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


Gary Sherman
December 20, 2016

rule-properties

 

Rule Properties

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.

 

Counts

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


Gary Sherman
December 6, 2016

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.

case2

 

Improve knowledge sharing

In addition, it gives the


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