Tag: amdocs

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…

How Important is Great Customer Support?

February 28, 2017 You Tell Me -- how important is it to you?One of the things I noticed right away when I joined Dovetail Software was the excellent customer support provided by the teams here. I've worked for various technology companies for the last ten years - rarely have I encountered the passion for providing quality products and quality service as I have witnessed here.Yes, it is my job to talk about how great Dovetail is, what kind of marketer would I be if I didn't? Probably an unemployed one. But when my words are backed up by our development and support teams, it's easy to let my pride for where I work shine through.We Support YouWe actually care about your Amdocs / Clarify experience and we are here to improve it. Bettering your legacy environment is why we do what we do.…

Task Manager Comparison: Dovetail vs. Clarify

June 20, 2016 I’ve received a few questions asking how Dovetail Task Manager compares to Clarify Task Manager. So let's cover that here.First, a quick refresher on what Task Manager is. Task Manager OverviewTask Manager is an optional module that allows actions to occur automatically when a task set is selected from a case.The most common action is creating a subcase.For example, when the New Employee Task Set is run:Create a General subcase for setting up the employee's network account and dispatch to the Network queue.Create an Administrative subcase for ordering business cards and assign to a specific employee.Create a General subcase for creating the user's account in the CRM system, and dispatch to a queue based on auto-destination rules.Dovetail Agent can work with either Clarify Task Manager or Dovetail Task Manager. High level comparison ClarifyDovetailTask evaluationTasks are evaluated within the Clarify Classic Client itself, or…

Task Manager trick: Properties with static text and a case property

June 17, 2016 With Dovetail Task Manager, a Task will define the properties that get set when the task is executed. Set a Property to a Static Text ValueFor example, I can have a task that creates a subcase, and I can set it up so that the subcase title will be set to Do something awesome!The task property setup would look like:So when the subcase is created, its title will be Do something awesome! Set a Property to the Same Value as a Case PropertyAlternatively, instead of setting a property to a static text value, we can set it to be the same as a case property.For example, we can set the subcase title to be the same as the case title, as shown here:So when the subcase is created, its title will be the same as whatever the case title is. Dynamic Property NotationWhen…

Invoking custom actions in Dovetail Carrier without using Task Manager

June 13, 2016 In my last post, I demonstrated how to create a custom action for Dovetail Task Manager – namely a GetStockQuote action.Now, let's see how we can invoke a custom action without using Task Manager at all.We’ll invoke the same GetStockQuote code within Carrier, but, this has nothing to do with Task Manager. It’s simply a way to get Carrier to execute some custom code.To invoke it, we’ll create a business rule, and have Rulemanager send this message into Carrier. (Recall that Dovetail Rulemanager version 2.0 added Carrier Message as a business rule action message type) ProcessHere’s the overall process: A New Carrier Message TypeOut of the box, Dovetail Task Manager fires a business rule with an action of Carrier Message.The business rule action message content looks like:type=RunTaskSet caseId=12345 taskSetName=Do Something Cool Task Set Rulemanager turns this into an actual message, and sends…

Testing the Waters: Understanding the Customer

June 10, 2016 What We Do and Understanding the CustomerTesting the waters, as a marketer, can be tenuous. Depending on marketing campaigns, we run the risk of boring our intended audience or annoying them. Over the years, I have come to understand that each effort can be a good effort, as it may reach just the person it was intended to reach. But, there is also the risk of over-saturation. The most important thing, for me, as a marketer and as someone who truly believes in our product and cares about our company, is to know the customer.Knowing the Customer - YOUR CustomerIt isn't enough to know who the customer is - their name, rank, and serial number. It isn't enough to know what they do. It isn't nearly enough to know what our competitors do when it comes to their own marketing…

Clarify IT Toolbox group being deactivated?

February 24, 2015 I received an email today from IT Toolbox: Based on recent member feedback, the following groups will be deactivated:ACT!ClarifySalesLogixYou are currently a member of one or more of these groups. You can ask or reply to new threads in CRM - General Discussions. I’m definitely saddened by this – I’ve shared a lot of information there, and learned a lot as well. We’ll see how the Clarify community takes to the CRM - General Discussions list instead. I’m guessing that it’s due to the lack of activity on the Clarify list. Looking at the number of messages per month, the decline is pretty obvious. Quite the decline from its heyday in the early 2000s. My first post to that group was back in January of 2001. Over 14 years ago – crazy! What about the archives? I sent an email…

Smarter Pickers

Throughout our application, we use “pickers” for selecting items. For example, we use a picker for queues when dispatching a case: a picker for contacts when creating a case: and a picker for the installed part on a case: For a small list of items (lets say < 100), such as a list of queues, we’ll just show the user all of the available items straight-away. The user can scroll to see them all, or start typing and the list will be filtered in place. When there are a large number of items, such as a list of contacts when creating a case, which can be thousands, tens of thousands, or even millions, we make the user type to start the search process. There’s no way we could retrieve millions of contacts from the database and show them to the…

More Case History enhancements in Dovetail Agent

February 17, 2015 Last spring I posted about some of the enhancements we’ve made to the case history in Dovetail Agent. Over the last few releases, we’ve also made more improvements that we think make it even better. Images File attachments that are images are now shown inline. They’re constrained to a maximum size, to maintain readability. Clicking on an image opens it in a lightbox, and in a larger format when necessary. Example: Ordering In my previous post, I mentioned that we displayed the case history in reverse chronological order – with the newest entries at the top, similar to many current social apps (facebook, twitter, etc.). Based on customer feedback, we added an additional option here. Users can now choose the order – either chronological or reverse chronological. And the user’s preference is automatically remembered. This gives each user more control…

Broadcasts in Dovetail Agent

February 5, 2015 One of the newer features in Dovetail Agent is broadcasts. A broadcast is used to communicate a message to all users. Broadcasts appear in the user's notification drawer - along with Notifier messages (such as from business rules). Notice the megaphone icon which helps identify it as a broadcast. Examples What are a few examples of where you might use broadcasts? The system will be going down tonight at 5:00 PM for maintenance. If a customer calls about the special holiday promotion, here's what you need to know. This app has been updated to a new version. Outgoing shipments will be delayed because of the snow storm. Or whatever other message you want to send to your users. Properties Broadcast messages are made up of: Title - a brief summary of the message, similar to an email subject Message body…