Tag: Amdocs Clarify CRM

How Important is Improving the Experience of Your Customer?

April 10, 2017 "Modernize Your Clarify Experience" For years, we have been helping Amdocs Clarify customers / users update or modernize their Clarify experience, which in turn updates the experience of their own customers. We think it's important enough to keep at it. We want to improve your experience and that of your customer. We have a total system approach to modernizing Clarify that addresses all aspects of the system from the user experience and its customization framework to the back-end server applications and security. Believe it our not, we make it possible to completely overhaul the system. Or we can simply solve just one or two particular issues. Dovetail allows you to infuse modern technologies to breathe new life into your Clarify system through expanded methods of deployment, increased functionality, simplified customization and administration, and lower costs. With Dovetail, you can literally…

10 features that power users will love in Dovetail Agent

January 17, 2017 Last year I highlighted 10 things to love about the new Dovetail Agent, that showcased some of the ways that the new Dovetail Agent is so much better than its predecessor.Since we use Dovetail Agent every day for supporting our own customers, we’re power users of the app ourselves. Here, I’ll highlight some of the features that we love, and that we think other power users will love as well.Photo by @laurent_peignault 1. 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.And power users will appreciate the @@ keyboard shortcut. Typing @@ (two at signs) will start an inline canned response picker. You can then start…

Multiple Batch Actions in Dovetail Agent – Video walk-through

January 12, 2017 Within Dovetail Agent, you can perform batch actions on a set of items without having to re-query or re-select the items.For example, I can select a set of cases that are in a queue, accept them all, log a note to all of them, and then close them all – without having to re-query or re-select the set.In older releases, after you accepted the cases, the grid would automatically refresh, and those cases would disappear from the grid (since they’re no longer in the queue).We recently enhanced this functionality, adding an “Automatic Grid Refresh” user preference that controls whether the grid is automatically refreshed or not after a batch action is performed.When disabled, the console grid will not refresh automatically after an action. This allows for multiple actions before refreshing the grid. A Refresh Results button will appear in this…

Understanding Business Calendars and Holidays

January 4, 2017 When talking about calendars, notifications, and SLAs – questions around calendars and holidays often arise.So lets explain how they work within Dovetail apps. Business CalendarsLets start with Business Calendars. They define the work hours.For example I may have a business calendar named “M-F 9-5” with the following work hours:Monday 9:00 AM – Monday 5:00 PMTuesday 9:00 AM – Tuesday 5:00 PMWednesday 9:00 AM – Wednesday 5:00 PMThursday 9:00 AM – Thursday 5:00 PMFriday 9:00 AM – Friday 5:00 PMPretty simple.Business Calendars can be setup using Dovetail Admin. HolidaysNow lets setup the Holidays.Using Dovetail Agent, navigate to the Admin page, and click on the Holidays icon: This takes us to the Manage Holidays page, where we can create, edit, and delete holidays. Clicking the green plus icon allows us to create a new holiday We can give the holiday a name, a start…

Introducing Custom Function-based Rule Properties

December 20, 2016 Rule Properties Rule properties are used in a number of places throughout the Dovetail suite, including: Business Rule Conditions Business Rule Action Messages Canned Response Variables Task Manager Properties 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 path cannot be traversed, or where a calculation needs to be made. Counts For example, you may wish to fire a business rule only if all of the subcases on a case have been closed. So your two business rule conditions would be: Number of Subcases is greater than zero Number of Open Subcases is equal to zero Or, you may wish to fire…

Experiment: SelfService Timeline

December 6, 2016 One of the things we’ve been experimenting with here at Dovetail is the SelfService Timeline.When looking at a case in Dovetail Agent, a support agent can see some details about what activities a customer performed within our Selfservice app around the time they created a case.Agents can see:When a customer logged inWhat searches they performed, along with how many search results they got backWhich solutions (knowledgebase articles) they viewedAny comments/feedback left on a solutionIt shows any activities that customer within a 1 hour window before and after the case was created.This arms agents with additional information and context about what the customer did around the time they created a case, and agents can avoid providing the same information to a customer. Improve knowledge sharingIn addition, it gives the support center more insight into the specific words or phrases that customers are…

Demystifying the focus_obj2act_entry relation

December 5, 2016 I’ve had multiple people inquire lately about the focus_obj2act_entry relation.It’s definitely a bit of a magic relation, and can be confusing, so I figured it was time to blog about it. Business rule properties allow you to define a value that is determined by traversing through the schema starting from a particular object.For example, the Site Name property for a Case has a path of case_reporter2site:name. So when this rule property gets resolved, the property evaluator knows how to turn that schema path into actual SQL, such as:select name from table_case, table_site where case_reporter2site = table_site.objid and table_case.objid = {The Objid of the Case in Context}Pretty straightforward. focus_obj2act_entry propertiesWhen looking at existing business rule properties, you may notice that some of them start with the relation focus_obj2act_entry.For example, the Logger property uses focus_obj2act_entry:act_entry2user:login_name Notice the "focus_obj2act_entry" part of the path. If you look…

Customizing Dovetail Agent

November 18, 2016 Adding customizations in Dovetail Agent, as of version 13, incorporates numerous changes that make the application easier to customize and extend.Stepping through a simple example will demonstrate how those changes make it easy to add a customization. OverviewThis example shows a customization to enhance the console, adding some eye-catching color for Cases that have a severity level that needs attention. If a Case has a Medium severity, the row should be pink, orange for a High severity Case, and if a Case severity is Urgent, then make the row red.By default, all rows in the console have a white background, so adding some colors will make those cases stand out. Cases with severity levels below Medium will still have the white background. RoadmapTo accomplish this customization, the Cases with raised severity shown in the Case grid on the console need to have…

How To Query Case Activities in Dovetail Agent

November 14, 2016 I recently posted about how to Query Anything with Dovetail Agent. Specifically I showed how to setup a custom query for part inventory.In this post, we’ll look at creating a specialized flavor of a existing query.We have built-in query capabilities for work items (including cases), but instead, lets walk-through an example of allowing for querying on case activities.For example, show me how many cases were dispatched to the benefits queue in the last 90 days.For case activities, we’ll need to query the activity log (table_act_entry). In general, I discourage querying against this table using your online production database, as it’s typically the biggest table in the database, and queries against this table can adversely affect performance for everyone using the system. But, depending on your particular use case, your database, database size, database tuning, etc – this may be ok.You…

Query Anything with Dovetail Agent

November 11, 2016 In this post, we’ll look at how to create new ad-hoc queries to query anything in your system, purely via configuration.For those that have been around the Clarify/Dovetail/First Choice space for a while, you might remember that we used to have an add-on product for the Clarify Client named Query Anything. So yes, this post title is a nod to that. This is a continuation of the series on queries within Dovetail Agent, so it might be useful to first review the previous posts:An overview of configuring queries in Dovetail AgentHow to override the baseline queries Out of the box, Dovetail Agent allows for ad-hoc queries on:AccountsContactsContractsEmployeesSite PartsSitesThese are all great – but its common that we want to query on other objects – other baseline Clarify objects, or even custom objects.Lets walk through an example of how to do this. Inventory QueryFor this…

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