We recently released a major update to the Dovetail SelfService app. There’s SO many great new capabilities here.
I would group these enhancements into 2 major categories:
Dynamic Content, Pages, and Menus – making it easy to create and edit content throughout the app Knowledgebase Enhancements – making the knowledgebase much more prevalent, approachable, and functional
Lets take a run through the highlights of this release.
Dynamic Home Page Content
When a user logs into SelfService, they’re immediately taken to the Home page.
In the past, if you wanted to change what was displayed on the home page, you would need to customize the HTML page content, and re-deploy the application.
Now, the home page content comes from a solution. So you can easily edit the solution using Dovetail Agent, and …
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 …
One of the common complaints with knowledgebase articles (solutions) in Clarify was the fact that they are plain text – even on the web.
We’ve recently enhanced solutions so that they are much more robust and useful.
Solutions can now contain rich text, images, and videos.
Here’s a few examples of solutions from our knowledgebase:
https://support.dovetailsoftware.com/selfservice/solutions/show/700 https://support.dovetailsoftware.com/selfservice/solutions/show/638 https://support.dovetailsoftware.com/selfservice/solutions/show/721 Rich Text
Solutions now support rich text, including:
Headers (heading 1 –> heading 6) Italic Bold Superscript Subscript Highlighted text Strikethrough Unordered Lists Ordered Lists HTML …