Tag: product releases

What’s New in Dovetail Agent 20

August 13, 2018 We recently released Dovetail Agent version 20. Here’s a run-down of the highlights. Interactions Dovetail Agent now includes Interactions functionality. An Interaction is just that - a way to capture any type of interaction you may have with a customer. In call centers, it's common to capture every call as an interaction. A customer may call into the call center to check on the status of an order, or to inquire about a billing question, etc. Each of these can be captured as an interaction in the system. Create Interaction In many service centers, a case is overkill for tracking these simple inquiries. We want to capture that we've interacted with the customer, but we don't need all of the more complex workflow that goes along with a traditional support case. But, in some instances, an interaction may…

What’s New in Dovetail Agent 4.5 : Part 3

January 12, 2012 We’re continuing on with highlighting some of what’s New in Dovetail Agent 4.5. Part 1. Part 2. Multiple phone numbers and email addresses for contacts I’ve posted in the past about multiple email addresses for a contact, and how we have existing schema for this within Clarify, but we needed the UI to support this. Dovetail Agent now provides this UI. Contacts can now have unlimited phone numbers and email addresses. There is a new Phone/Email tab used to manage the phone numbers and email addresses for a contact. In addition, all of the additions/changes/deletes of these email and phone numbers are tracked in the activity log: Link Solutions to Closed Cases A common workflow we see here is: 1. A case is opened for a customer 2. We work with the customer to figure out a resolution to the…

What’s New in Dovetail Agent 4.5 : Part 2 : Search and Query

We’re continuing on with what’s New in Dovetail Agent 4.5. Part 1 is available here. Simplified Search Tips We’ve simplified the Search Tips page, making it easier for users to understand all of the robust searching capabilities that are available. Simplified Date Searching We’ve simplified searching using a date/time property. The baseline date/time range search can be a little cumbersome. For example, to search for items created in December of 2011: created:[20110101 TO 20111231] That syntax is still available for use, but we’ve expanded data/time searching for some common scenarios. Search for items created today: created:today Search for items created in the last 30 days: created:30days And that number (30) can be any number: created:7days, created:365days, etc. And, of course, you can combine this with other properties and keywords, and even save it as a favorite. Here’s my search for…

What’s New in Dovetail Agent 4.5 : Part 1 : Console

Dovetail Agent 4.5 was recently released, so I figured it was a good time to highlight a few of the things that are new in this release. BTW – did you know you can subscribe to our Dovetail product release RSS feed – so you’ll always know about new releases? Console Improvements We’ve improved the user interaction quite a bit in the main console pages. Right-click operations replaced by Actions button. Previously, you could right-click on an item in the console to perform workflow and log operations. This is how it used to look: Right-clicking in web-apps is not really expected. So we’ve replaced it with a more common and expected Actions button located at the top of the page. If there’s only one item selected, the menu will show all of the actions available for that item type: If…

Free Product Spotlight: ROOM (Recently Opened Object Monitor)

April 13, 2011 Continuing on with my series highlighting some of the free products we’ve recently made available, today I wanted to give an overview of ROOM. (You can also view the 1st entry in the series: EMU) ROOM is the Recently Opened Object Monitor for the Clarify Classic Client. It is often the case that Clarify users open up objects, close them, and then want to re-open them easily and quickly. Suppose, for example, that a case is found by executing a case query. After the case is closed, the user realizes that they need to look at the case again. If they don’t remember the case number, they have to execute the query again to find the case. Many programs provide a mechanism to retrieve recently opened objects. For example, in MS Word, you can find recently opened documents via the…

Free Product Spotlight: Employee Manager Utility

April 11, 2011 Back before we were Dovetail Software (we used to be First Choice Software), back before web applications were standard, back when Clarify was still its own company – many of our products were add-ons or enhancements to the Clarify Classic Client. And we had a boatload of them. But as mush as usage of the Clarify Client has declined over the years, there are still many organizations still using it. So we came up with the bright idea to open up some of these add-ons applications, and offer ‘em up for free. We’ve already released a bunch of them for free (and we’ll be offering up more soon). So I’m starting up a little blog series (can I call it a series when this is the first?) where I’ll cover a brief overview of some of these products. And of…

Now available: Dovetail Mobile 2.0

September 30, 2010 Dovetail Mobile Agent 2.0 is now available. New functionality in Dovetail Mobile Agent includes: Subcase Functionality (creating, editing, closing, workflow, logging of phone calls, emails and notes, searching, privileges, etc.) Password Reset, allowing a user to reset their own password, should it be lost or forgotten Searching of files and attachments (case attachments, solution attachments, etc.) using Dovetail Seeker 2.0 Application-level privilege, allowing administrators to control which users can use Dovetail Mobile Agent. Data Restriction, allowing different groups of users to only see certain data within the system Subcases Search for files and attachments Password Reset Documentation Dovetail Mobile Agent documentation is available online. Get it! To obtain this release, create a request using Dovetail SelfService, or send us an email.

Now available: Dovetail Seeker 2.0

Dovetail Seeker 2.0 Dovetail Seeker 2.0 is now available. A couple of previous blog posts gave some sneak peeks into the major enhancements. Rich Document Indexing We have added the ability to index and search the contents of rich documents such as Portable Document Format (PDF) or Microsoft Office documents. You can now index and search attachments (case attachments, solution attachments, etc.) You can also index and search files (that aren’t attachments), such as product documentation, whitepapers, etc. An example of searching attachments: An example of searching external documents: New Architecture Benefits We are now using a message oriented architecture for document indexing. This means that Dovetail Seeker is easier for us to maintain. Better yet it's performance has markedly improved. Another benefit is that you can now re-index individual dovetail or file specifications. In fact, modifying the document…

A new version of fcSDK and finalizing the move to .NET 2.0

August 28, 2007 New version of fcSDK available fcSDK version 2.3.2 is now officially available. The big news in this release is that the fcSDK is now built on the .NET 2.0 framework. (fcSDK was previously built on .NET 1.1) There are also number of bug fixes in this release. The documentation details What's New in this version. To obtain this release, create a request using Dovetail SelfService, or send us an email. .NET 2.0 With the fcSDK now ported, this finalizes our migration effort from .NET 1.1 to .NET 2.0. All of our .NET based products are now built on .NET 2.0: fcSDK SchemaEditor RuleManager SEC.NET

RuleManager version 1.1 released

July 9, 2007 Dovetail RuleManager 1.1 is now officially available. My previous post has details of what's new in this release. RuleManager Documentation is available online. To obtain this release, create a request using Dovetail SelfService, or send us an email.