Tag: task manager

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…

Automatically Scheduling and Tracking Work Items

April 3, 2018 I recently heard a customer question regarding how to manage scheduled work - such as task-based initiatives that need to be done at specific times of the week, month or year. How could I setup a task based scheduling system where I could build out my list of tasks, the frequency, attach the job aide/work instructions, then have the system assign it to a specific queue when the time for the task to be done comes up. These would all be scheduled items. Once I set the frequency of the task, there would be an engine/function that would create these tasks. I would also like to be able to report on these tasks, if they were completed, etc. As I was thinking about this, I broke it down into a few items: How could we track/manage an individual piece of work? How…

Introducing Custom Function-based Rule Properties

December 20, 2016 Rule Properties Rule properties are used in a number of places throughout the Dovetail suite, including: Business Rule Conditions Business Rule Action Messages Canned Response Variables Task Manager Properties Email Log Templates Traditionally, a rule property would traverse a path through the schema, starting from the base object, and ending at a column. For example, the Contact First Name property for a case would use the path case_reporter2contact:first_name. However, there are instances where a path cannot be traversed, or where a calculation needs to be made. Counts For example, you may wish to fire a business rule only if all of the subcases on a case have been closed. So your two business rule conditions would be: Number of Subcases is greater than zero Number of Open Subcases is equal to zero Or, you may wish to fire…

Task Manager Comparison: Dovetail vs. Clarify

June 20, 2016 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…

Creating custom tasks for Dovetail Task Manager

June 8, 2016 Out of the box, Dovetail Task Manager supports one action - Create Subcase. (See this post for a primer on Task Manager) But because Task Manager is extensible, we can add our own custom actions that can do almost anything. For this example, we’ll walk through how to add an action named Get Stock Quote, that will call an external web service to get a stock quote. The quote will then be logged as a note to the case. Just for testing, we’ll use Alternate Phone Number field on the case to store the stock symbol. Setup Add the custom Task Action Using Dovetail Admin, edit the Task Action user-defined list. Add an element named Get Stock Quote Add the custom Task Action parameters Using Dovetail Admin, add a new user-defined list named Get Stock Quote Params Add an…

Dovetail Task Manager Introduction

June 6, 2016 Dovetail Task 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 Task Manager is also extensible using customization, allowing it to perform other actions, within the Clarify/Dovetail system itself, or even as a mechanism for integrating with other systems. Dovetail Task Manager replaces the old Clarify Task Manager module. But it also opens up a whole new avenue…

What’s New in Dovetail Agent 10

June 1, 2016 We recently released Dovetail Agent version 10. Or Dovetail Agent X, for you roman-numeral types.Here’s a quick rundown of the major changes. Dovetail Task ManagerDovetail Task Manager is a new 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. No surprise, we recommend using Dovetail Task Manager!Dovetail Task Manager is also extensible using customization, allowing…

Using task sets beyond task manager

April 22, 2015 Task Manager Task Manager is an optional Clarify module that allows subcases and action items to be automatically created when a task set is selected from a case. Task Manager and the Clarify Classic Client Within the Clarify Classic Client, this process is started by clicking the Jobs button on a case, and then selecting a Task Set to be executed. The Clarify Client then evaluates the task set and creates the subcases and action items as needed. Task Manager and Dovetail Agent Within Dovetail Agent, this process is started by choosing the Workflow - Run Task Set menu item on a case, and then selecting a Task Set to be executed. User's must have the Task Manager privilege in order to see this menu item. Dovetail Agent itself does not evaluate the task set and create subcases. Instead, Dovetail…

Adding additional properties to a task manager task definition

January 28, 2014 One of the modules within a Clarify system is Task Manager. In support environments, it’s typically used to automatically generate subcases. Task Manager can be kicked off by using the Jobs button on a case, or by having a business rule call the taskmgr executable. A task definition defines the specifics of the object that is to be created (in this case, we’re talking about a subcase that gets created). Out of the box, Clarify allows you to set the following subcase properties when a subcase is created via Task Manager: title description required date priority status severity elapsed time But, like most things in Clarify, we can setup additional properties. Custom property – subcase type For example, lets say we want to be able to set the subcase type. The valid subcase types are General and Administrative. By default,…