Mobile Case Creation
One of the most requested features we get for Dovetail Mobile Agent is the ability to create cases. Request no more. Wait no longer. Well, maybe just a bit longer. I just finished an update that adds mobile create case functionality. We are going to use it internally for awhile before shipping it. If you want to take it for a test drive send me an email. Here is a sneak peek for everyone.
Finding the correct customer
Technically this screen was the most difficult to pull off. Finding a customer is typically the first thing you do when creating a case. In this situation it tells us two very important things: who is the contact for the case and what site are they are working at. Looking at the image above I see room for improvement. See this is why we are
Behind the scenes here we are using new features in our Seeker search technology that allows Mobile to search for contacts.
Too much information. Move along…
To make this work we created a SQL View that returns records for contacts that are distinct to a site. We used this view to generate a contact domain in the Seeker search index. When you search for domain:contact AND Miller you get back all contacts named Miller no matter where they work even if they are really the same person. A good example is in the screen shot above Mark Miller is a contact in the system that works at both First Choice and Itty Bitty Machine.
There is yet more nerdy info about how we enhanced Seeker to make all this work. You can request to include custom search fields with search results. Which is how we get both the contact id and site id for each contact search hit. Also search results can be optionally sorted by a custom search field. This is how we are displaying the search results in alphabetically order rather then by relevance.
Composing a case
This screen is pretty straight forward. Now that you have selected a contact you can enter details about the case set the severity and create it.
Case Created
The case is created and the Agent can continue working it by: sending an email, calling the customer, or dispatching the case to a support queue.
Contact Details
As long as I am blabbing on and on we recently added this contact details view which lets an Agent see a contact’s details and open cases.
What do you think? Suggestions? Look and feel ?
