Tag: Amdocs Clarify CRM

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…

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…

Finding a Business Rule based on its message

September 26, 2017 If you receive a business rule notification message, but you're unsure as to exactly which business rule it came from, there's a few ways to find the originating rule. Notification Message For example, lets say that you received the following notification: Email Notification How do I find which business rule caused this notification to be sent? There's actually a few options here. 1. Dovetail Agent - Query Business Rule Actions Using Dovetail Agent, create a query for Business Rule Actions Dovetail Agent - Query Business Rule Actions And filter for Message Contains something happened This will show you a list of rules that contain that string in the message. Dovetail Agent - Query Results Clicking one of the results will take you to the Business Rule itself. [caption id="attachment_7594"…

Business Rule Usage Reports in Dovetail Agent

September 12, 2017 A few years ago I wrote a post titled Getting the most out of your business rules. Most of the information in that post is still relevant today. In that post, I discussed how we can analyze the data inside our database to see which rules are firing and how often. We can do this using a Business Rule Usage Report. This report tells us what business rules are firing along with how often. Perhaps even more importantly, it allows you to see the rules that are not being fired. Perhaps those rules could be removed, or made inactive, therefore simplifying business rule administration. Or maybe they should be firing, and need further investigation.These reports are now available within Dovetail Agent. Makes sense to have this data available right alongside where you create and edit your business rules. Business Rule Usage ReportFrom the Manage…

Parent-Child Cases Extension in Dovetail Carrier

September 5, 2017 One of the available extensions within Dovetail Carrier is the Parent-Child Cases Extension, which allows for automating workflow processes involving parent and child cases. Quick Refresher on Parent and Child CasesWith parent and child cases, we can relate a group of similar problems with a root cause. The parent case identifies the root cause. A child case is a customer problem that arises due to the root cause and is linked to the parent case.For example, suppose someone knocks out a utility pole, which causes an internet outage for many customers.Each customer may call into the call center and report the outage. We can relate all of these cases to a parent case, which is where the repair is being tracked. Updates on the repair are tracked within the parent case. Only one case needs to be updated, thus removing duplicate…

New in Dovetail – Configuration Item Rule Properties

August 29, 2017 We've recently added support for Configuration Item Rule Properties in Dovetail Rulemanager and Dovetail Agent. In this post I'll cover what they are, why you'd want to use them, as well as a few examples. First, a quick refresher on Rule Properties and Config Items. Rule Properties Business Rule Properties are used in a number of places throughout the Dovetail suite, including: Business Rule Conditions Business Rule Action Messages Canned Response Variables Email Log Templates Traditionally, a rule property would traverse a path through the schema, starting from the base object, and ending at a column. For example, the Contact First Name property for a case would use the path case_reporter2contact:first_name. However, there are instances where a static value may be desired, and this static value cannot be traversed to via a schema path. In these instances, a Configuration Item Rule Property is…

What’s New in Dovetail SelfService 3

August 22, 2017 We recently released a major update to the Dovetail SelfService app. There's SO many great new capabilities here.I would group these enhancements into 2 major categories:Dynamic Content, Pages, and Menus - making it easy to create and edit content throughout the app Knowledgebase Enhancements - making the knowledgebase much more prevalent, approachable, and functional Lets take a run through the highlights of this release. Dynamic Home Page ContentWhen a user logs into SelfService, they're immediately taken to the Home page.In the past, if you wanted to change what was displayed on the home page, you would need to customize the HTML page content, and re-deploy the application.Now, the home page content comes from a solution. So you can easily edit the solution using Dovetail Agent, and the home page is dynamically updated. SelfService Home Page Rich ContentSelfService supports the use of…

SMS Notifications using Dovetail Rulemanager

August 15, 2017 When employees are notified as part of a business rule action, the notification method is determined by the employee's notification preference. The default notification methods are:EmailNotifierForward to my SupervisorTone PagerText PagerDigital PagerNoneDovetail Rulemanager recently added support for one additional option: SMSAn SMS notification will send an SMS message (text message) to an employee's configured device, typically their mobile phone. SMS Notification Message Users can set their notification preferences for SMS, just like any other preference. SMS Notification PreferenceCouldn't we do this before?In the past, if you wanted to send SMS messages, we would typically use a custom replacement paging application for Rulemanager. This custom script would call into a 3rd party web service, or use the cell provider’s email to SMS gateway. These solutions all required custom scripts, and ended up being additional processes that Rulemanager needed to…

Free Collection of Business Rule Recipes

July 10, 2017 I've often stated that Rulemanager and Business Rules within Clarify/Dovetail are the most powerful (but often underused) components of the system.And when you combine Rulemanager with Dovetail Carrier, it gets even more powerful.To demonstrate some of this power, I've created a collection of business rule recipes that will educate and inspire you to make the most of your business rules.There's over 30 business rule examples, and they stretch across a number of areas, including:User NotificationsWorkflow AutomationCustomer NotificationsIntegrating with third-party services/appsTask ManagerCalling external apps/scriptsSLA Rules (Service Level Agreement)Bonus!There's also a Business Rule Template, which is helpful when defining new business rules.It can be provided to business users, who can fill out the template and submit it to the technical staff.Get It!This Collection of Recipes and the Business Rule Template is completely free.Simply click the button below to get free access.Access the Business…