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Tag: auto-destination

Simplify and Reduce your Auto-Destination Rules using printf

September 13, 2016 Photo by @benchaccounting   When setting up your auto-destination rules, it’s easy to end up with rule bloat, sometimes due to no fault of your own. Due to business requirements, you may end with a lot of rules, which end up making it difficult to manage all of them. For example, we may have auto-dest (routing) rules that dispatch a case to a queue based on its case type and the country of the reporting site/contact. If the contact is in the USA, and it’s a Payroll case, send it to the USA_Payroll queue. If the contact is in the USA, and it’s a Benefits case, send it to the USA_Benefits queue. If the contact is in France, and it’s a Payroll case, send it to the France_Payroll queue. If the contact is in France, and it’s a Benefits case,…

Solution Workflow

April 14, 2010 When we talk about workflow within our CRM systems, we commonly talk about cases, subcases, part requests, etc. But every queueable object within our Clarify/Dovetail system can have its own workflow. Including Solutions. Many people don’t think about a workflow around their knowledge. I wanted to touch on this, and show an example of a business process, or a workflow, for Solutions. Quick recap: what is a Solution? A Solution is a description of a known problem with one or more workarounds and/or resolutions. It is a piece of re-usable knowledge. Some refer to it as a KB or KnowledgeBase article. Here’s what a Solution looks like within DovetailAgent: Pretty simple. An ID number, a title, a status, a description of the problem, and one or more workarounds/resolutions. Simple Workflow Here’s an example of a simple workflow for a Solution:…

Auto-Destination Rules have nothing to do with RuleManager

December 11, 2007 A very common misconception is that RuleManager is responsible for evaluating Auto-Destination rules. Perhaps it's because both contain the word "rule". Not sure. Let's all say it together: Auto-Destination Rules have nothing to do with RuleManager. Nicely done. OK, now, let's explore auto-destination rules in more detail.What's an Auto-Destination Rule?An auto-destination rule is a mechanism for assisting in the routing of a workflow object  (such as a case) to the correct place.From the Clarify documentation:If your organization is large and uses many queues, auto-destination helps reduce the time a user spends searching for the right queue.Example (in plain English):When dispatching a case with a case type of New Employee, then the case should be routed to the New Employee queue.Example (in Clarify Syntax):OBJECT TYPE="rule", NAME="rule1" UNIQUE_FIELD = "title,operation"     FIELDS         title = "Case";         operation = "DISPATCH";         rule_text…