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Tag: routing

Customer Success Story: custom workflow using the SDK Toolkit extension in Dovetail Carrier

November 14, 2016 Recently, I talked about the new SDK Toolkit Extension in Dovetail Carrier, which allows for executing methods within the Dovetail SDK Toolkits, without writing any code.I also discussed how I was able to remove some custom scripts from our own production environment, and replaced them with this new SDK Toolkit extension.I absolutely LOVE this new capability within the system, and I’m super excited to see how our customers use this power.I received an email from one of our customers this past week detailing how they’ve been able to take advantage of this new functionality.Just wanted to pass along that we implemented a biz rule action to call into the Support SDK directly in PROD.  Pretty awesome stuff!   Use case here is that an external process creates cases in our system via a sproc, but they wanted some additional controls as…

Simplify and Reduce your Auto-Destination Rules using printf

September 13, 2016 Photo by @benchaccounting   When setting up your auto-destination rules, it’s easy to end up with rule bloat, sometimes due to no fault of your own. Due to business requirements, you may end with a lot of rules, which end up making it difficult to manage all of them. For example, we may have auto-dest (routing) rules that dispatch a case to a queue based on its case type and the country of the reporting site/contact. If the contact is in the USA, and it’s a Payroll case, send it to the USA_Payroll queue. If the contact is in the USA, and it’s a Benefits case, send it to the USA_Benefits queue. If the contact is in France, and it’s a Payroll case, send it to the France_Payroll queue. If the contact is in France, and it’s a Benefits case,…