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Tag: Amdocs Clarify CRM

Dovetail Agent 12 – now with Change Requests

September 6, 2016 The recent release of Dovetail Agent 12 adds support for Change Requests. This post will walk through an overview of Change Request functionality within the app.What is a Change Request?From the Clarify documentation:A change request is a task you create in response to a reported software bug, hardware defect, or enhancement request. It constitutes a complete and formal record of the problem or enhancement request, and what has been done to fix the problem or implement the enhancement.Overview of FeaturesCreate and Edit Change RequestsWorkflow: Accept, Assign, Dispatch, Forward, Reject, YankStatus Changes:  Fix, Fix Failed, Close, Close as Duplicate,ReopenActions: Log Email, Log Notes, Replicate Change RequestChange Requests are available in My Work, Queries, and Recent ItemsBatch actions are available from My Work and other queries QueryingNaturally, the querying functionality includes support for Change Requests.Users can create their own queries, share queries, favorite…

Canned Responses within the Clarify Classic Client

August 22, 2016 Recently over on the Clarify forum on Toolbox.com, we had an interesting discussion around the use of canned responses within the Clarify Classic Client. I introduced the term Canned Response into that post, as the original request sounded a lot like the Canned Response feature that we recently added in Dovetail Agent. Other terms for this include snippets, templates, and saved replies.   Request The original request was: Is it possible to assign a keyboard short cut for case notes field so we can auto populate certain text that is very repeatedly used.   Response There's nothing out of the box within the Clarify Client to insert commonly used text within a case note. Depending on what you want to do, it's likely not a difficult customization though. I've done some similar customizations in the past. In one instance, we…

SLA Calculations using Dovetail Carrier

August 9, 2016 I was recently working on a project that wanted to track SLAs, but the specific SLA rules were more complex than could be handled just using business rules.  But, the logic would be pretty straightforward to enforce via code. So we came up with a solution that used a combination of business rules and a custom Dovetail Carrier extension.  In this post, I’ll walk through how we accomplished this. There’s a lot of information here, so grab a cup of coffee (or perhaps a glass of scotch), settle in, and lets get to it. Photo by @ederpozo   SLAs Over the past 20+ years of working in the Support/CRM space, I’ve worked with a number of organizations that want to enforce SLAs (service level agreements) in their Support app. Example SLAs All cases must be responded to within 2 business…

Pro Tip: Query Ordering in Dovetail Agent

August 4, 2016 When viewing queries in Dovetail Agent, they’re ordered alphabetically. I was recently asked if there was a way to change the ordering. For example, I may have a certain query that I always want to be at the top of the list. Nope, sorry. They’re alphabetical. But, you can use a few tricks to get the ordering you want.   A-Z Purely based on letters, if we want something at the top of the list, we could have its name being with “a”, or prefix it with “aaa” . Similar for “zzz”   Reminds me of those businesses that would name their companies so that they would be first in the phone book:   I’m not a big fan of this approach, but it does work. But we can do better.   0-9 Of course, we can also use numbers,…

Introducing the SDK Toolkit extension in Dovetail Carrier

August 2, 2016 We recently released an updated version of Dovetail Carrier, and this version includes a new SDK Toolkit Extension. I’m super excited about this new extension – so lets get into the details. But first, a quick refresher on Dovetail Carrier.   What is Dovetail Carrier? Carrier is a flexible and customizable message handling framework for your Dovetail or Clarify CRM application. It allows the automation of virtually any internal CRM processes associated with communicating with external systems. Carrier uses messaging, a method of communication between software components or applications that enables distributed communication that is loosely coupled, to enable organizations to establish efficient dataflow between their systems.   Extensions The Carrier framework is designed to support extensions to its baseline capabilities, for implementing solutions to your organization's business needs. Extensions shipped by Dovetail have been designed to be customizable and…

Email Enhancements in Dovetail Agent 11 – Video walk-through

July 27, 2016 In Dovetail Agent 11, we've made a number of enhancements that improve working with email, including: Reply / Reply All / Forward The Log Email form can now be popped out to a full screen modal window Drag-and-drop file attachments Preview/download a file attachment Remove a file attachment Canned responses This video is a quick walk-through of these enhancements     Direct link to video on YouTube

Canned Responses in Dovetail Agent & Video Walk-through

July 22, 2016 I recently posted some details about Canned Responses in Dovetail Agent, including detailed descriptions and a bunch of screenshots. That ended up being a pretty long post, so I figured a video walk-through of canned responses might be more useful. Enjoy.   Direct link to video on YouTube

Increasing user productivity with Canned Responses

July 21, 2016 In Dovetail Agent 11, we introduced Canned Responses. In a previous post, I gave an introduction to canned responses. Here, I’ll go into much more detail.     What are Canned Responses? Canned 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. Canned responses save users time, increase productivity, and enable more consistent responses to customers.   Creating Canned Responses From the User menu, click on the Canned Responses item:   Which will take you to the Manage Canned Responses page:   Click on the + sign in the My Canned Responses tab header to create a new one:   Canned Response Content Now that we’re…

Pro Tip: Better Rule Property Names

July 7, 2016 Rule properties are used mainly within business rules. They’re used within business rule conditions, and also in business rule messages. We also use them as part of Dovetail Task Manager, and within Canned Responses. Out of the box, Clarify defines properties for Object ID and for Database ID.   Object ID Looking at the Object ID properties, we see: Looking at the path_name for each of these, notice that most of them map to the id_number field, but some map to the objid field. Confusing. For Case and Subcase, Object ID means the id_number. But for Part Requests, it means the objid. Ugh.   Database ID Looking at the Database ID properties, we see: Notice that they all map to the objid field.   So between Object ID and Database ID, what we have is a mix of objid and…

CRM access across the organization

July 6, 2016 I was recently speaking with a customer who wanted to allow his sales team to have access to data within the Dovetail / Clarify system. For example, before a sales person speaks with a customer, he probably wants to review recent cases for that customer, see the state of their contracts, what orders they’ve placed recently, etc. Normally, it’s just the support reps and logistics team that might be working with the system. But there’s no reason we can’t grant access to the information within to others in an organization.   Request The request I got was to build a custom web application that allowed members of the sales team to have access to all of this data in a read-only way. Allow the sales rep to search for a customer site, and then view all sorts of information about…