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…
August 9, 2016
I was recently working on a project that wanted to track SLAs, but the specific SLA rules were more complex than could be handled just using business rules. But, the logic would be pretty straightforward to enforce via code. So we came up with a solution that used a combination of business rules and a custom Dovetail Carrier extension. In this post, I’ll walk through how we accomplished this. There’s a lot of information here, so grab a cup of coffee (or perhaps a glass of scotch), settle in, and lets get to it. Photo by @ederpozo SLAs Over the past 20+ years of working in the Support/CRM space, I’ve worked with a number of organizations that want to enforce SLAs (service level agreements) in their Support app. Example SLAs All cases must be responded to within 2 business…
