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Tag: canned responses

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…

How to include a solution in a log email

September 27, 2016 Photo by @justmekirsty   When working a case, we can link a solution to the case, indicating that the given solution resolves the problem at hand. Now that we’ve linked it, we often want to email that solution to the customer. Using the Canned Responses feature within Dovetail Agent, this is easy to do. I see two options for how we could email the solution to the customer: Send the customer a link to the solution, which allows them to view it online in a Selfservice/WebSupport-type app Send the customer the actual solution content Lets look at how to do both of these options.   Admin Setup – Rule Properties The first thing we want to do is be sure that our Sys Admin has setup rule properties for the Linked Solution. Canned Responses uses these rule properties for resolving…

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…

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…