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Solution Workflow
When we talk about workflow within our CRM systems, we commonly talk about cases, subcases, part requests, etc. But every queueable object within our Clarify/Dovetail system can have its own workflow. Including Solutions. Many people don’t think about Read More...
A feed for new Knowledgebase Articles
Kevin has put together an RSS feed for our most recent knowledgebase articles . The feed can be subscribed to using a feed reader (such as Google Reader ), and any new articles will be delivered to you. Very cool. We eat our own dogfood here, meaning Read More...
Improved Case & Solution linking workflow within Dovetail Agent
One of the more underused features within Clarify/Dovetail is the ability to link cases to solutions. Its a great feature - I just don't see it used often enough. This allows organizations to track which solutions are used the most, and use that information Read More...
Looking for your opinion on linking cases to solutions
One of the more underused features within Clarify/Dovetail is the ability to link cases to solutions. Its a great feature - I just don't see it used often enough. This allows organizations to track which solutions are used the most, and use that information Read More...
Commenting on Solutions
One of the things I've wanted to do for a long time is have the ability to add comments on objects within the Clarify/Dovetail system. As a specific example, I've wanted to be able to add comments to a solution. For those not versed in Clarify/Dovetail Read More...
A more conversational form of SelfService
John Ragsdale points us to noHold , which is a more conversational form of web SelfService. A dialog is much more engaging than search results. And you can easily escalate your question to a support agent at any time. Linksys' implementation is pretty Read More...