Gary Sherman
July 13, 2012



Seen in the wild – Clarify on an old-school mobile device:



Gary Sherman
January 17, 2012

The question has come up a few times: can I use Dovetail on a tablet?  Well, Dovetail Mobile supports mobile devices, and a tablet is a mobile device, so it should work, right? Yes, indeed it does. Our Dovetail Mobile app works great on tablets.


And for and for those Clarify customers who want to access their Clarify system via smartphones and tablets, Dovetail Mobile is a great choice for this. We’ve certainly seen more and more organizations allowing employees to use their own devices, so having apps that are compatible with a user’s device is important. Web apps are a great choice for this.


I’ve captured a few screenshots using a few different devices (iPad, Kindle Fire, and a Motorola Xoom), so you can see that Dovetail is compatible with a variety of tablets.





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April 3, 2011


Eddie Surabian, Manager of Information Services of Pulte Group, talks about their use of the Dovetail Suite for Clarify, specifically Dovetail Mobile and Dovetail Seeker.


What does your company do?

Pulte Group is one of the largest homebuilders in the United States.

Which Dovetail applications does Pulte use?

We have implemented Dovetail Agent, Dovetail Admin, Dovetail Mobile, Dovetail Seeker, Dovetail Rulemanager, and Dovetail  SchemaEditor, and are now in the process of implementing Dovetail Carrier for processing emails.

Tell us about your use of Dovetail Mobile and how it’s working.

We have a large number of field support engineers and having the ability to manage support casework on blackberries and smartphones has greatly improved our response times to our business customers .

What did you use before Dovetail Mobile and why did you switch?

Before the mobile agent we used

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

Gary Sherman
March 1, 2011

Big Thanks! to all those that attended today’s webinar on Mobile solutions for Clarify / Dovetail.

We had a rockin’ good turnout, and some great questions from attendees.

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Mobile systems for Clarify & Dovetail on Prezi

More Info on Dovetail Mobile



Additional Questions?

Feel free to contact me. We can discuss Mobile, Clarify, Dovetail, debate Fender vs. Gibson, or just about whatever.

Call for Ideas

Have an idea for a topic for a future session? Please share! We’d love to hear your ideas.
Interested in presenting, or co-presenting a session? That would be great!

You can leave a comment here, or drop me an email at

Gary Sherman
February 28, 2011

Just a little reminder that I will be hosting a webinar on Tuesday of this week discussing Mobile Solutions for Clarify & Dovetail systems.


Topics Uses for mobile applications within your support team Using mobile and other light-weight applications to
extend system access to others in your organization Mobile web versus native applications Use of SMS and other mobile and telephony technologies Co-existence with existing client applications Dovetail Mobile – an overview and demonstration When

Tuesday, March 1, 2011 2:00 PM – 3:00 PM (Central Time)


Register at:

Kent Valentine
February 23, 2011


It’s hard to miss all the changes going on in the mobile phone world lately. Every time you read the news there is something about Apple’s iPhone, Google’s Android or their respective ecosystems. For me it’s been a validation of sorts because I was one of those guys that paid $600 for my first iPhone.

Ever since then, I’ve been fascinated by and watched the smart phone business and things are really getting interesting. There are massive changes taking place as the incumbents struggle to adjust to new players. The stakes are huge because the market, even in its infancy, is already enormous. Having a networked computer in your pocket that is also a phone is incredibly compelling and it seems quite clear to me that it’s true what many are saying, that soon smart phone users will

Gary Sherman
February 9, 2011

90% of IT managers are planning to implement new mobile applications in 2011. [1]

Organizations are constantly being challenged with increasing employee productivity and decreasing costs, while simultaneously increasing customer satisfaction. Customers expectations from vendors are higher than ever – expecting near real-time support by knowledgeable agents.

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Mobile CRM solutions allow organizations to stay connected to their customers – anytime, anywhere. Mobile CRM apps allow for real-time access to customers, support information, and your knowledgebase, all in the palm of your hand. Mobile applications can help in the quest for

Gary Sherman
September 30, 2010

Dovetail Mobile Agent 2.0 is now available.

New functionality in Dovetail Mobile Agent includes:

Subcase Functionality (creating, editing, closing, workflow, logging of phone calls, emails and notes, searching, privileges, etc.) Password Reset, allowing a user to reset their own password, should it be lost or forgotten  Searching of files and attachments (case attachments, solution attachments, etc.) using Dovetail Seeker 2.0 Application-level privilege, allowing administrators to control which users can use Dovetail Mobile Agent. Data Restriction, allowing different groups of users to only see certain data within the system Subcases


Search for files and attachments


Password Reset


Gary Sherman
June 18, 2010


I’ve been working on a project recently that involved mockups and prototyping for a mobile web application. I wanted to share some of the process and tools that I found useful.



I first started out with low fidelity sketches. Paper and markers. Easy to draw, markup, and hack up.




Checkpoint: Sit down with the developers to walkthrough the concept, get their ideas and feedback, and surface any potential technical issues.



I then went to my favorite mockup tool – Balsamiq. Balsamiq makes it easy to mockup applications. It has the feel of a mockup – lots of hand drawn looking elements, comic sans fonts, and yellow stickies.


Balsamiq allows you to “link” mockups together. So clicking on a hyperlink or on a button would

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