November 2, 2016
We recently released Dovetail Agent version 13. Highlights include: Log Time and Expenses Parent-Child Cases Individual Contacts Adhoc Queries Querying with a specific time History improvements for small images Lets take a closer look at these. Log Time and Expenses Cases and Subcases now include Time and Expenses tabs, allowing for tracking billable and non-billable time and expenses. T&E logs are often used in Field Service organizations, but many other service and support organizations use this functionality as well. Time and Expense logging can be enabled/disabled individually on a system wide basis, and is also privilege-class controlled, allowing organizations to control who is allowed to log T&E. Time On the Time tab, we include a summary of time broken down by Billable and Non-billable categories. In addition, we include any time logged as part of the Log…
What’s New in Dovetail Agent 13 – including expanded queries, T&E tracking, and parent-child cases
November 2, 2016
We recently released Dovetail Agent version 13. Highlights include: Log Time and Expenses Parent-Child Cases Individual Contacts Adhoc Queries Querying with a specific time History improvements for small images Lets take a closer look at these. Log Time and Expenses Cases and Subcases now include Time and Expenses tabs, allowing for tracking billable and non-billable time and expenses. T&E logs are often used in Field Service organizations, but many other service and support organizations use this functionality as well. Time and Expense logging can be enabled/disabled individually on a system wide basis, and is also privilege-class controlled, allowing organizations to control who is allowed to log T&E. Time On the Time tab, we include a summary of time broken down by Billable and Non-billable categories. In addition, we include any time logged as part of the Log…
August 11, 2015
On-Prem to SaaS Over the last 15 years or so as legacy Amdocs/Clarify deployments gradually began to be replaced by other on premise CRM providers such as SAP and Siebel (two we used to see often), companies somewhat knew what they were getting into. They had experience implementing a fairly similar CRM at least once by that point. They knew it was going to be a relatively timely, resource intensive and costly upfront expense to rip and replace. However, as SaaS and various other hosted CRM offerings came along, the enticement of a less costly upfront expenditure, combined with more out-of-the-box configurability from the user and admin standpoint showed promised. Whether it’s an on premise or SaaS solution being considered for rip-and-replace to legacy Clarify deployment, they both have serious challenges that require extremely careful forethought to help ensure success…
February 28, 2011
With Dovetail expanding our business to include a focus on support solutions for HR organizations I've spent some time thinking about how our software would be beneficial to HR and how best to articulate my points. Here are my thoughts so far.Dovetail Software is ideal for any HR organization that is looking to operate more efficiently, provide a higher quality of service, and/or better understand the needs and wishes of the work force they serve. The system has many technical merits, but for this article I'm going to stick with high level concepts that will hopefully have meaning to the non-technical crowd. The use of Support Suite for HR will provide a means for Management to: Simplify the job for HR staff advisors Making it easy for your staff to organize their work and get the information they need to…