June 29, 2016
We recently released Dovetail Agent version 11. Here’s a quick rundown of the major changes. Canned ResponsesCanned 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 Example: Images and Links Select a Canned Response for useOnce some canned responses have been created, from a Log Email or Log Note, users can select one, which will automatically insert that response into the text area. Canned Response inserted into a note I’ll have another post soon that covers Canned Responses…
July 5, 2016
Clarify SupportMany organizations who utilize Amdocs Clarify or Dovetail CRM also employ field based specialists to support everyone and everything from end customers, smaller satellite offices, clinics, retail store fronts, to various campuses or colleges associated with a larger, central university perhaps. They could be IT technicians, seasonal staff, lab support, just about any type of field deployed employee.When the deployment of field personnel reaches a point of needing to be managed on a sizeable scale, technology typically comes into play. There are more than a few providers offering this type of technology, but is the use of these specialty offerings simultaneously creating a rash of ROI killing effort on the backend? Is it tied directly into the CRM where you’re already managing cases and tracking work and workflow? If not, is this causing disparate cross-functional reporting and/or increasing reporting…
June 28, 2016
A Great CRM PlatformThis blog entry is for all the stakeholders who rely on or must support Amdocs Clarify systems. If you are like most, you have probably spent years searching for a better way forward than the one Amdocs offers. Years...because it's a tough application to replace.In its day, as we all know, Clarify was a great CRM platform for a variety of business types because it was so versatile. But the technology is old and with every year that passes, it becomes harder to find people with the skills needed to keep it in good shape. This unfortunate situation usually leads to an insidious decline in utility and reliability until a breaking point is reached; a tiger team checks out options which yields nothing palatable; more struggles, higher overhead, worsened utility until another breaking point is reached (even…
June 27, 2016
Recognizing OpportunityWe are given the chance throughout our work life to seize opportunities, whether it is with colleagues day-to-day or in a more formal professional setting such as a sales meeting or an industry conference. I enjoy watching, listening, and learning when these opportunities arise. I love being in the midst of greatness, of technical genius or industry giants - leaders I look up to. I cherish these opportunities and soak them up. Never do I claim to be an expert or purport to know more than those presenting - there is a great deal of respect owed to those who put themselves out there or those who do have expert-level knowledge and skills in whatever area they choose to work.Opportunity to LearningWhile opportunity to learn is great, true learning is evident in implementation. I am often eager to implement,…
