Blog

Introducing New Log Email Templates for Cases and Subcases

August 23, 2018 Traditionally, when sending an email out from within Dovetail Agent, (using the Log Email) function, the send_email_about_obj com_tmplte is used. The same email template is used for both cases and subcases. I've discussed this template in past posts: The "From" Address of a Log Email Include a URL to the case in outgoing emails Encouraging SelfService use - Include a link in outgoing emails Example send_email_about_obj template Here's an example of the template: TO: <FOCUS.recipient> CC: <FOCUS.cc_list> FR: <FOCUS.sender> RE: About Case <ADDITIONAL_INFO> : [Case Title] [Subcase Title] <FOCUS.message> Log Email API This template name is coded within the LogEmail API within the Dovetail SDK. We've recently made some enhancements to the LogEmail API to allow for different templates to be used between cases and subcases. We now support two new templates: send_email_about_case send_email_about_subcase send_email_about_case When performing a log…

Introducing Personal Slack Notifications using Dovetail Rulemanager

August 21, 2018 When employees are notified as part of a business rule action, the notification method is determined by the employee’s notification preference. We've recently added support for Slack as a personal notification preference. The default notification methods are: Email Notifier Forward to my Supervisor Tone Pager Text Pager Digital Pager None Dovetail Rulemanager also supports SMS, which will send an SMS message (text message) to an employee’s configured device, typically their mobile phone. Refer to a previous post SMS Notifications using Dovetail Rulemanager. Now, Dovetail Rulemanager also supports Slack as a notification preference. Instead of getting notified by email, a user can choose to receive notifications within Slack. What is Slack Slack is essentially a chat room and messaging platform for your whole company, commonly used to replace email as your primary method of communication and sharing. Slack Notifications Instead of getting notified by email, a user…

Automatically routing cases using Dovetail Carrier’s AutoDest Toolkit Extension

August 15, 2018 Dovetail Carrier has a number of extensions that greatly enhance your Dovetail/Clarify system. One of the more recent extensions is the AutoDest Toolkit Extension. AutoDest Toolkit Extension This extension allows for automatically assigning or dispatching workflow objects based on an auto-destination rules. Typically, these messages will originate from Dovetail Rulemanager (such as from a business rule action), although they can also originate from custom applications as well. Example Message type=CallToolkit toolkit=AutoDest method=execute ObjectType=case Operation=DISPATCH Id=12345 This example would evaluate the DISPATCH auto-destination rule for case 12345, and if a destination queue is found, the case would be dispatched to that queue. Auto-Dest Rule Here's an example of an auto-destination rule: (calltype2gbst_elm:title = "Equipment Repair") -> "Equipment Repair"; (calltype2gbst_elm:title contains "Payroll" ) -> "Payroll"; (calltype2gbst_elm:title contains "Benefits" ) -> "Benefits"; (title contains "Benefits" ) -> "Benefits"; objid > 0 -> "Support…

What’s New in Dovetail Agent 20

August 13, 2018 We recently released Dovetail Agent version 20. Here’s a run-down of the highlights. Interactions Dovetail Agent now includes Interactions functionality. An Interaction is just that - a way to capture any type of interaction you may have with a customer. In call centers, it's common to capture every call as an interaction. A customer may call into the call center to check on the status of an order, or to inquire about a billing question, etc. Each of these can be captured as an interaction in the system. Create Interaction In many service centers, a case is overkill for tracking these simple inquiries. We want to capture that we've interacted with the customer, but we don't need all of the more complex workflow that goes along with a traditional support case. But, in some instances, an interaction may…

GDPR and the Right to be Forgotten

July 24, 2018 Recently I've been having more and more conversations around GDPR, and specifically the Right to be Forgotten portion of the regulation. So if we have a customer that asks to be forgotten, how do we deal with that? And what does that mean within our Clarify/Dovetail systems? Often, the conversations dive into what data do we need to get rid of. Customer Information In our CRM / case management systems, the customer record is pretty contained. We have the contact table for the person itself, which has the person's name, phone number, email address, etc. And we have the e_addr table, for their additional phone numbers, email addresses, and web sites. There's some slight differences if we're dealing with B2C or B2B organizations. With B2C, where we might be dealing with Individual Contacts, we may also need to deal with the related…

Automatically Scheduling and Tracking Work Items

April 3, 2018 I recently heard a customer question regarding how to manage scheduled work - such as task-based initiatives that need to be done at specific times of the week, month or year. How could I setup a task based scheduling system where I could build out my list of tasks, the frequency, attach the job aide/work instructions, then have the system assign it to a specific queue when the time for the task to be done comes up. These would all be scheduled items. Once I set the frequency of the task, there would be an engine/function that would create these tasks. I would also like to be able to report on these tasks, if they were completed, etc. As I was thinking about this, I broke it down into a few items: How could we track/manage an individual piece of work? How…

What’s New in Dovetail Agent 19

March 27, 2018 We recently released Dovetail Agent version 19. Here’s a run-down of the highlights. Download Search Results Users have always been able to download the results of a query, but now they can also download the results of a search as well - in either Excel or CSV format. Download Search Results The output columns when downloading search results will be the same output columns as when a query result is downloaded, and are easily configurable using a filter.config file. So it's easy to add or remove additional columns, and that change will automatically apply to both query and search results. Search Results - Excel format Download Limits A new configuration setting (DownloadMaxRowCount) defines the maximum number of items that can be downloaded, from either a query result or a search result. This helps…

Update and Modernize Your Clarify Environment

March 7, 2018 Update your Clarify Environment Dovetail has a total system approach to update and modernize Clarify and addresses all aspects of the system, from the user interface and its customization framework to the backend server applications and security. It is possible to completely overhaul your whole system or just as easily solve one or two particular issues. What our solution does is allows organizations to infuse current technologies with new life - an updated and modernized system by expanded methods of deployment, increased functionality, simplified customization and administration, as well as this: lower costs. <- Who doesn't want that? Access Through the Web Dovetail offers a completely independent framework for accessing Clarify data through the web. This framework can be used to replace your existing access points to Clarify such as the classic client, eSupport, and smart client or it can…

Clarify CRM: Successful Migration & Modernization is our Standard

March 1, 2018 What More could a Clarify CRM Customer Ask for? How about a Modern Solution at a Low Risk Migration CIOs and Heads of Customer Support have nightmares thinking about changing their customer support software. It is quite the dilemma. Their current solution has many issues and it doesn’t do everything they want, but “it works”. Therefore, the lesser of evils seems to be to continue to use their current solution because of the fear of what could happen if they attempt a migration strategy to a new solution. Many companies have suffered tremendously by selecting the wrong enterprise software, and there is the further possibility of limiting one’s career, or worse, losing your job if you are part of a project involving the wrong software selection. What is your current situation? This is the situation for all users of Clarify…

How to Quickly Test Dovetail Carrier Messages

October 24, 2017 A common workflow is to have a business rule fire, and that business rule will send Dovetail Carrier a message. For example, when a customer updates a case via SelfService, we can have a business rule fire that sends an SDK Toolkit message to Carrier, and Carrier will change the case status to "Customer Update". Complete end-to-end Testing When I'm putting this all together, and testing it out, a full integration test would be to log into SelfService, and log a note to a case. That would cause Rulemanager to fire a business rule which would send the message to Carrier, then Carrier can do its thing. So I have multiple apps in play here: Dovetail Agent, for setting up the business rule Dovetail SelfService, which is how the customer updates a case Dovetail Rulemanager, which processes the business rule…