January 10, 2011
In addition to the recent update to the Dovetail Software website, a new version of Dovetail Self Service was also put into place. The new site has a lot of new features, and was developed internally by the team of Kevin Miller, Josh Arnold, and Joey Vano, which was led by Gary Sherman.The best feature of Self Service is still the ability to search the Dovetail Software Knowledge Base. Customers have access to this through Self Service for their own cases, and can also search all of the Solutions in the Knowledge Base as well.One of the best new additions to Dovetail Self Service is the ability for customers to view their products, where they can download the latest version, explore each product's documentation, and see support and license information.Dovetail Self Service users can also create new support cases with an intuitive new form.…
Dovetail Self Service
January 10, 2011
In addition to the recent update to the Dovetail Software website, a new version of Dovetail Self Service was also put into place. The new site has a lot of new features, and was developed internally by the team of Kevin Miller, Josh Arnold, and Joey Vano, which was led by Gary Sherman.The best feature of Self Service is still the ability to search the Dovetail Software Knowledge Base. Customers have access to this through Self Service for their own cases, and can also search all of the Solutions in the Knowledge Base as well.One of the best new additions to Dovetail Self Service is the ability for customers to view their products, where they can download the latest version, explore each product's documentation, and see support and license information.Dovetail Self Service users can also create new support cases with an intuitive new form.…
November 5, 2009
The impact of social media on business has far reaching effects and in all directions. Consumers around the globe share their opinions about products with anyone, anywhere. The popular digital playground Twitter recognized the impact of digital media on the marketplace so much that they now offer a vehicle for companies to see what consumers say about their products. This trend is not going to recede, but broaden and expand.How does the influence of social media guide and direct the customer service and support industry? Are there ways to mitigate damaging “tweets”? How about capitalize on positive blog posts?We'd love to hear what you think, so leave a comment below.
August 27, 2009
We pride ourselves on the value we provide our customers for maintenance and support, whether it is on our own software products, or on the Clarify software products we also support. I have writtenfrequently about the level of service we provide, often citing customer examples to back up our claim. We are often asked by customers who are considering switching to our Clarify Help Desk Program why we are better than Amdocs. Here’s what we highlight - First, Dovetail charges considerably less than Amdocs charges for support. In tough economic times, this is an important factor. We then talk about our customer service and how our customer support staff is top notch and the service they provide is fabulous (OK, I’m bias, but our references back us up). We go on to say how support cases are immediately handled by…
December 7, 2007
We all use them. Installers. They help get that sexy, shiny, new software safely onto our PCs and into our lives letting us frolic and play. Later, if things go sour or if the thrill is gone the installer is still there to reverse the process to help arbitrate the separation and keep what's yours intact. Recently I needed to make an installer for a web application product we have called Bolt. Dovetail's own Gary Sherman created Bolt and it was good. It is a great too if you are a Clarify developer. Exciting things are in store for Clarify users regarding Bolt but I can't steal that thunder. Creating the installer for Bolt made me realize I have a lot locked up in my head about deploying software. This is the first in a series of posts that are…
October 23, 2007
When does it make sense to write a routine from scratch, versus using a proven API that has all the testing done? The answer comes down to time and cost of course, a different equation in each case. A recent dialog in the ITtoolbox Clarify forum illustrates the dimension of the issue. A user asked for advice on Clarify’s Assign Case functionality, and he was hoping to find some reusable code already existing. “The objective is: When a case is getting created with a specific information (Keyword) in a user defined field (in one of the tabs), the case needs to be automatically assigned to a specific user.” – Clarify Assign Case functionality The auto destination rules in Clarify will make this assignment, but it requires studying the documentation – a non-trivial task in itself – to finesse the methodology.…