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Tag: Gary Sherman

Dovetail Seeker Sneak Preview

July 27, 2010 Kevin Miller did a recent sneak preview of Dovetail Seeker 2.0, which we’re hard at work on here.Here’s an additional sneak preview of search capabilities from the Agent side of things.Search attachmentsSearch case attachments, solution attachments, etc.Search external documentsSearch product documentation, whitepapers, technical bulletins, etc.

Advanced Business Rules webinar follow-up

July 22, 2010 Thanks to those that attended today’s webinar on Rulemanager and Advanced Business Rules We had a good turnout, and some really good questions from attendees. Slides The slides from today’s presentation are available on Slideshare. Links Rulemanager Wiki: http://rulemanager.wikispaces.com/ Blogs: http://blogs.dovetailsoftware.com/search/SearchResults.aspx?q=rulemanager Next up: Advanced Business Rules (Part 2) I’ll be doing a follow-up webinar next week. The second session will build on the first, and will discuss even more advanced usage of Business Rules. Advanced Business Rules (Part 2) User-defined Business Rule Events Business rules based on custom object types New Event Creation Times and Calendars Custom Notification Methods Time Bombs Tips & Tricks Troubleshooting Tips etc. When: Thursday, July 29, 2010 11:00 AM - 12:00 PM CDT Register here: https://www1.gotomeeting.com/register/138608689

Reminder: Advanced Business Rules Webinar this week

July 20, 2010 Just a little reminder that I will be hosting a webinar this Thursday. Topic: Advanced Business Rules (Part 1) Understanding Rule Properties Understanding recipient aliases Creating your own rule properties Better ways to search/view business rules Tips & Tricks etc. When: Thursday, July 22, 2010 11:00 AM - 12:00 PM CDT Register here: https://www1.gotomeeting.com/register/902787625

Upcoming Free Training Webinars: Advanced Rulemanager and Business Rules

July 14, 2010 I previously announced an Advanced Business Rules and Rulemanager talk. After further consideration I’ve decided to break this into two sessions. There’s a lot of information to share, and I don’t want to rush it (nor do I want everyone overwhelmed with too much info at one time). Advanced Business Rules (Part 1) Understanding Rule Properties Understanding recipient aliases Creating your own rule properties Better ways to search/view business rules Tips & Tricks etc. When: Thursday, July 22, 2010 11:00 AM - 12:00 PM CDT Register here: https://www1.gotomeeting.com/register/902787625   Advanced Business Rules (Part 2) User-defined Business Rule Events Business rules based on custom object types New Event Creation Times and Calendars Custom Notification Methods Time Bombs Tips & Tricks Troubleshooting Tips etc. When: Thursday, July 29, 2010 11:00 AM - 12:00 PM CDT Register here: https://www1.gotomeeting.com/register/138608689

Objid generation – including limits

July 13, 2010 Anyone who’s been around Clarify for a while is probably well aware of the objid (primary key) generation algorithm. The basic algorithm The basic algorithm looks like: objid = (2^28 * adp_db_header.site_id) + (next_val + 1) Additional Notes next_val is the next unique value for the given table. next_val for an object (type_id) is obtained first from adp_tbl_oid_unused.   If none are available from that table then adp_tbl_oid is used.  If you’re on older versions of Clarify on Oracle, next_val comes from an Oracle sequence instead of adp_tbl_oid. Discovery I was recently working with a customer, and we seem to have discovered a limit to this algorithm. It seems that if the result of the objid generation is greater than the “defined range”, then it starts over again (at the start of the range). Defined Range When I say defined range,…

Rulemanager webinar follow-up

July 8, 2010 Thanks to those that attended today’s webinar on Rulemanager. We had a good turnout, and some good questions from attendees. Slides The slides from today’s presentation are available on Slideshare.   Links Rulemanager Wiki: http://rulemanager.wikispaces.com/ Blogs: https://clarify.dovetailsoftware.com/search/?q=rulemanager Knowledgebase Articles: http://www.dovetailsoftware.com/resources/solutions/rulemanager.aspx Code I was asked to share the script I used to post a message to Campfire using a web service. I’ve posted CampfireSpeak.bat and CampfireSpeak.ps1 to github: http://github.com/gsherman/powershell And here’s the business rule message I used: c:powershellcampfirespeak.bat [Object Type] [Object ID] has been dispatched to the [Current Queue] queue. http://myserver/agentlite/cases/summary/[Object ID] Also, you do this same thing using curl without using Powershell. I blogged how to do this previously here. Upcoming Webinar: Advanced Business Rules I’ll be doing a follow-up webinar in 2 weeks. The second session will build on the first, and will discuss more advanced usage of Business…

Reminder: Rulemanager and Business Rules Webinar this week

July 6, 2010 Just a little reminder that I will be hosting a webinar this Thursday. It will be an introduction and overview of Rulemanager and Business Rules. What is Rulemanager? What is a Business Rule? What can business rules do (and not do)? Examples Extensibility Clarify Rulemanager vs. Dovetail Rulemanager etc. When: Thursday, July 8, 2010 11:00 AM - 12:00 PM CDT Register here: https://www1.gotomeeting.com/register/247692112

Upcoming Free Training Webinars: Rulemanager and Business Rules

June 28, 2010   A few months ago, I threw out some thoughts regarding Clarify training and knowledge: One of the themes I’ve picked up on recently is that there seems to be a lot of organizations who still use Clarify /Amdocs, but not to its full potential. Nowhere near its full potential. I’ve recently talked to a bunch of people who don’t really know how to use it fully, extend it, what functionality is available, or even how to maintain it. I’ve seen the same issue on both sides of the house: Technical IT resources who don’t know how to customize it, what all of the moving components are, what to do when something goes wrong, or even where to look for knowledge, Business resources who don’t fully know what the product is capable or what exactly they even have. For example,…

Socialcast Integration, Episode 2: The UI

June 24, 2010 In a previous post, I discussed how to publish activities from your Clarify/Dovetail CRM system into Socialcast. Cool stuff.Continuing on this same line, I wanted to explore having access to Socialcast within your CRM application UI. Since this is where agents spend a good deal of their day, why not have a widget that shows their home stream, and allows them to share, update, and comment?Socialcast widgetWe can easily embed a Socialcast widget right onto the agent’s console within DovetailAgent. This would allow agents to see their home stream, post an update, or comment on someone else’s post.We can use the Google Gmail gadget provided by Socialcast to do this. Normally this is used as a gadget within Gmail or iGoogle, but we can use it anywhere we want.Once you’re logged into your Socialcast site, navigate to the Socialcast Applications…

Clarify / Dovetail Activity Streams

June 18, 2010 Ever since I heard about activity streams, I’ve been thinking about an activity stream out of our Clarify / Dovetail Customer Service system. I saw Chris Messina present about activity streams at SXSW 2010, and got even more jazzed.What are activity streams? From the activitystrea.ms wiki: ActivityStreams is a convenient and consistent way to syndicate social activities around the web.OK, how about a little more detail, perhaps with some context?I’m going to quote right from the Socialcast website here, as I think they do a good job of explaining this.Inside of every company, there can be hundreds or even thousands of sources of data. Information is generated by people (through emails and social network messages) and by systems (CRM and ERP systems, and inventory tracking, for example). Where the information flows and how it is used is strictly defined by…