Gary Sherman
Gary Sherman
June 29, 2016

We recently released Dovetail Agent version 11. Here’s a quick rundown of the major changes.

 

Dovetail Agent 11

 

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.

They can include dynamic properties, such as the Case Title, Status, or Customer information.  Markdown is supported as well, meaning these canned responses can contain rich text, tables, images, hyperlinks, etc.

 Example: Salutation and Signature

image

 

Example: Images and Links

image


Gary Sherman
August 4, 2011

The other night I got curious and inspired and started working on a Business Rule Usage Report.

This tells us what business rules are firing along with how often. Perhaps even more importantly, it allows you to see the rules that are not being fired. Perhaps those rules could be removed, or made inactive, therefore simplifying business rule administration. Or maybe they should be firing, and need further investigation.

I ran it against our production system, and it was pretty enlightening.

Here’s an example (run against my development database, so the rule firing numbers are pretty small):

business_rule_usage

As part of normal operations, we collect huge amounts of data and usage statistics in our CRM systems. I’m looking forward to exploring more reports like the above that give


Gary Sherman
July 14, 2011

I’ve blogged in the past about how to customize your outgoing emails in Clarify/Dovetail, including using rule properties.

Using this same technique, we can include a URL back to the case automatically. For example, if you’re using a SelfService type application, such as Dovetail SelfService, or Clarify eSupport or WebSupport, we can include a URL back to the case so customers can easily get back to the case, where they can review it, add notes, view the status, etc. 

1. Export the existing Template form the database

You’ll need a directive file for the template. Here’s one: http://www.clarifytoolbox.com/code/directive-file-sendemailaboutobj-comtmplte

Export it using ArchiveManager (DIET) or dataex:

diet -user_name USERNAME -password PASSWORD -db_server SERVER -db_name DATABASE -archive -export sendemailaboutobj.dat -dir email_com_template.dir

2. Edit the Template

All we need to do is modify the template, include the URL


Gary Sherman
May 27, 2011

With 64-bit machines becoming more and more prevalent, we’ve seen some confusion popup around installing and using applications. Is the app 32-bit? 64-bit? which database provider do I use? Is my web app 32 or 64 bit? etc.

It’s confusing. No doubt.

tl; dr

Short answer:  If you’re on a 64-bit machine, and using Oracle, use the 64-bit Oracle provider for OLE DB for BOLT.

64-bit Windows explained

There’s a great post from last year that “explains 64 bit”:

Programs are still in the same place, in %ProgramFiles%, unless you need the 32 bit version, which is in %ProgramFiles(x86)%, except on a 32 bit machine, where it’s still %ProgramFiles%.

All those dll’s are still in %SystemRoot%System32, just now they’re 64 bit. The 32 bit ones, they’re in %SystemRoot%SysWOW64. You’re with me so far, right? Oh, and the 16 bit


Gary Sherman
May 16, 2011

Just a little reminder that I will be hosting a webinar on Tuesday of this week covering the basics of your Clarify/Dovetail schema.

This will be a good overview for those who are new to a Clarify/Dovetail system, and a good refresher for those who have been around for a while.

Topics erd Schema and database concepts Viewing your schema Editing your schema Schema tools A walkthrough of customizing your schema using SchemaScript Assorted tips and tricks for working with your schema When

Thursday, May 17, 2011 11:00 AM – 12:00 PM (Central Time)

Register

Register at:  https://dovetailsoftwareevents.webex.com/dovetailsoftwareevents/onstage/g.php?t=a&d=669385476

register now


Gary Sherman
May 4, 2011

We have recently validated our product suite against Oracle 11.

Due to our approaches to developing software, coupled with our use of .NET, all of our products worked as is. We didn’t have to change our apps to add support for Oracle 11. It was really just a testing exercise for us. Oracle 11 is now part of our continuous integration environment, so we know things work now, and will continue to work moving forward. Pretty sweet.

Oracle11

This includes support for:

Dovetail SDK Dovetail Mobile Dovetail Carrier Dovetail Seeker Dovetail SchemaEditor Dovetail Rulemanager Dovetail Agent Dovetail Admin Platform Guide

Our online Platform Guide is the best place for the latest details on supported platforms.

http://support.dovetailsoftware.com/selfservice/resources/platform-guide


Gary Sherman
May 3, 2011

Yuval over at NextGen Consulting has a couple of good posts on Data Paths and Expressions and Path Contexts.

Paths are classically used in RuleManager properties, aliases, and auto-destination rules. More contemporary uses include CBO queries, Smart Client forms, and routing rules.

A bunch of good information there – go check it out.

I’ve also added links back to those posts on the Rulemanager wiki.


Gary Sherman
April 27, 2011

In this complimentary webinar, I’ll be covering the basics of your Clarify/Dovetail schema.

This will be a good overview for those who are new to a Clarify/Dovetail system, and a good refresher for those who have been around for a while.

Topicserd Schema and database concepts Viewing your schema Editing your schema Schema tools A walkthrough of customizing your schema using SchemaScript Assorted tips and tricks for working with your schema When

Thursday, May 17, 2011 11:00 AM – 12:00 PM (Central Time)

Register

Register at:  https://dovetailsoftwareevents.webex.com/dovetailsoftwareevents/onstage/g.php?t=a&d=669385476 

register now

Schema 201

Interested in a more advanced session? I’m


Gary Sherman
April 11, 2011

Back before we were Dovetail Software (we used to be First Choice Software), back before web applications were standard, back when Clarify was still its own company – many of our products were add-ons or enhancements to the Clarify Classic Client. And we had a boatload of them. But as mush as usage of the Clarify Client has declined over the years, there are still many organizations still using it. So we came up with the bright idea to open up some of these add-ons applications, and offer ‘em up for free.

We’ve already released a bunch of them for free (and we’ll be offering up more soon). So I’m starting up a little blog series (can I call it a series when this is the first?) where I’ll cover a brief overview of some of these products. And of


Gary Sherman
March 3, 2011

In the webinar on Mobile solutions that I hosted this week, I covered not only the explosive growth of mobile, but also the need, preference, and even demand! for mobile solutions by employees. This includes a preference for the tools that optimize their productivity – including mobile access and use of their own tools, such as their own devices.

Dan Ortega from Sybase has a great post titled Mobile Workers and an IT Role Reversal. His post further emphasizes the points I discussed this week.

A few of my favorite tidbits from his article:

It’s no surprise that they [consumers] are putting intense pressure on their employers to enable more job-related tasks on their devices. They don’t have the patience to wait for corporate IT to set a policy for their device, nor are they willing to carry


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