I was recently speaking with a customer who wanted to allow his sales team to have access to data within the Dovetail / Clarify system.
For example, before a sales person speaks with a customer, he probably wants to review recent cases for that customer, see the state of their contracts, what orders they’ve placed recently, etc.
Normally, it’s just the support reps and logistics team that might be working with the system. But there’s no reason we can’t grant access to the information within to others in an organization.
The request I got was to build a custom web application that allowed members of the sales team to have access to all of this data in a read-only way. Allow the sales rep to search for a customer site, and then view all sorts of …
A common fixture in our apps is the ubiquitous search box. It’s available in Dovetail Agent, Dovetail Mobile, Dovetail Agent Lite, and Dovetail SelfService. It’s even available for the Clarify Classic Client.
The heavy lifting for search is all handled on the back end by the Dovetail Seeker application. But the front-end is what users interact with, so we’ll cover that here.
On the surface, it’s pretty easy to use – put in some search terms and find what you’re looking for. But there’s a lot more power available, and I wanted to touch on a few of …
As we continue to roll out new instances of the Dovetail Seeker search engine to our customers, one question that frequently arises is: How much disk space do I need for the Dovetail Seeker indexes?
A little background
Dovetail Seeker contains two major components: indexing and searching. Before you can search for your data, you need to index it.
An index is a collection of searchable data organized into documents, each having many fields of information. Every document in the index is a potential search result with each document’s field potentially containing one or more searchable terms.
For example, you will likely wish to search for cases. For each case in the system, the indexing application will add adocument to the index containing details about that case. The document will contain at least an id, title, and case summary. …
Thanks to those that attended today’s webinar on Search.
We had a good turnout, and some good questions from attendees.
Dovetail Seeker Product Page : http://dovetal.es/dovetail_seeker
Try it out: Just click the Search link at http://support.dovetailsoftware.com
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 firstname.lastname@example.org
Just a little reminder that I will be hosting a webinar this week on use of search in Clarify / Dovetail systems.
Topics Search usage Search Technologies – Traditional and Contemporary Use of search in different applications Search as part of workflow Architecture Extensibility Demonstrations
Wednesday, February 2, 2011 11:00 AM – 12:00 PM (Central Time)
For years, organizations have been filling their CRM system with information. A common challenge is finding this valuable information within.
In this webinar, we’ll cover traditional approaches to search (including the challenges of these approaches), and then we’ll look closely at use of a more contemporary search solution, including non-traditional ways to use search within a Clarify / Dovetail system.
Wednesday, February 2, 2011 11:00 AM – 12:00 PM (Central …
Dovetail Seeker 2.0
Dovetail Seeker 2.0 is now available.
Rich Document Indexing
We have added the ability to index and search the contents of rich documents such as Portable Document Format (PDF) or Microsoft Office documents. You can now index and search attachments (case attachments, solution attachments, etc.) You can also index and search files (that aren’t attachments), such as product documentation, whitepapers, etc.
An example of searching attachments:
An example of searching external documents:
New Architecture Benefits
We are now using a message oriented architecture for document indexing. This means that Dovetail Seeker is easier for us to …
Kevin Miller did a recent sneak preview of Dovetail Seeker 2.0, which we’re hard at work on here.
Here’s an additional sneak preview of search capabilities from the Agent side of things.
Search case attachments, solution attachments, etc.
Search external documents
Search product documentation, whitepapers, technical bulletins, etc.
Saving Searches in Dovetail Agent
One of the things under development for the next version of Dovetail Agent is the ability to save your favorite searches.
Here’s a screenshot:
So you can now save your searches, and easily execute them again at anytime.
You can also name a search. By default, the name of the search will be the search terms. But you can rename it to whatever you want.
For example, as opposed to a search being named: “squeaking washer condition:open casetype:problem”
You may choose to rename it as “open cases for squeaky washer”
Look for this functionality in the next release of Dovetail Agent.
Saving Searches in Dovetail Mobile Agent and Agent Lite
Ever since we introduced Dovetail Seeker this summer, I was anxious to incorporate its capabilities with our applications.
It is integrated within Dovetail Agent, Dovetail SelfService, and Dovetail Mobile Agent. Kevin also demonstrated how to incorporate it into your own applications (his particular example was integrating Seeker with an ASP.NET 2.0 web application).
We’ve now integrated Seeker with the Clarify Classic Client, bringing the simple and ubiquitous search box into Clarify.
Dovetail Search provides the User Interface (UI) for searching and displaying retrieved search results. Dovetail Search for Clarify makes a request to Seeker, and Seeker returns a set of search results. Dovetail Search displays these results in a simple, intuitive format.
What can you search?
You can search any data in your Clarify database. Out of the box, Dovetail Search is configured for searching cases, solutions, change requests (bugs), …