Tag: Dovetail for Clarify

Clarify CRM: Successful Migration & Modernization is our Standard

March 1, 2018 What More could a Clarify CRM Customer Ask for? How about a Modern Solution at a Low Risk Migration CIOs and Heads of Customer Support have nightmares thinking about changing their customer support software. It is quite the dilemma. Their current solution has many issues and it doesn’t do everything they want, but “it works”. Therefore, the lesser of evils seems to be to continue to use their current solution because of the fear of what could happen if they attempt a migration strategy to a new solution. Many companies have suffered tremendously by selecting the wrong enterprise software, and there is the further possibility of limiting one’s career, or worse, losing your job if you are part of a project involving the wrong software selection. What is your current situation? This is the situation for all users of Clarify…

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 Scenarios

July 25, 2016 Task Manager for ClarifyI decided to write this to help me get my head around the business end of our new Task Manager product for Clarify. Gary Sherman has put together several posts recently:Dovetail Task Manager IntroductionCreating Custom Tasks for Dovetail Task ManagerTask Manager Trick: Properties with Static Text & a Case PropertyEach of these posts does a great job explaining the technical merits of Dovetail Task Manager, but I felt like I needed to run through some more real-life scenarios to fully understand it. Hopefully, you will find some value here too.The Ease of Task ManagerIt turns out, it’s not really that hard to understand. If you have a business process with multiple activities that could be handled independently of one another, Task Manager makes it easy to set up and maintain. If you have several processes like this,…

Replacing Disparate Field Service Software with Dovetail Mobile

July 5, 2016 Clarify SupportMany organizations who utilize Amdocs Clarify or Dovetail CRM also employ field based specialists to support everyone and everything from end customers, smaller satellite offices, clinics, retail store fronts, to various campuses or colleges associated with a larger, central university perhaps. They could be IT technicians, seasonal staff, lab support, just about any type of field deployed employee.When the deployment of field personnel reaches a point of needing to be managed on a sizeable scale, technology typically comes into play. There are more than a few providers offering this type of technology, but is the use of these specialty offerings simultaneously creating a rash of ROI killing effort on the backend? Is it tied directly into the CRM where you’re already managing cases and tracking work and workflow? If not, is this causing disparate cross-functional reporting and/or increasing reporting…

Making a Fresh Start From Clarify

June 28, 2016 A Great CRM PlatformThis blog entry is for all the stakeholders who rely on or must support Amdocs Clarify systems. If you are like most, you have probably spent years searching for a better way forward than the one Amdocs offers. Years...because it's a tough application to replace.In its day, as we all know, Clarify was a great CRM platform for a variety of business types because it was so versatile. But the technology is old and with every year that passes, it becomes harder to find people with the skills needed to keep it in good shape. This unfortunate situation usually leads to an insidious decline in utility and reliability until a breaking point is reached; a tiger team checks out options which yields nothing palatable; more struggles, higher overhead, worsened utility until another breaking point is reached (even…

The Wave of Consistent Technology Development

June 20, 2016 Did You Catch the Wave?Do you even remember it? Six years ago, Google gave WAVE a proper goodbye. I never did ride the Google Wave; I think I tried it once, but it held no appeal. I could see that in order for it to truly work and work well, practically everyone had to use it, and often. This type of participation early on is impossible today. Not everyone is an early adopter and, apparently not even being a Google product could save the Wave.Technology TodayTechnology, on the back-end, becomes complicated by the hour, by the minute. And this is all in an effort to present to you and I - the users of technology - an opportunity to actually use it with ease. The more intuitive and easy it is to use, the more complicated the technology, typically.And while I love technology and…

Task Manager Comparison: Dovetail vs. Clarify

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…