Dovetail Software Blogs

Did you know we provide a few different information feeds that help you stay informed with information about Dovetail? By subscribing to feeds, new information is delivered to you – which means you don’t have to go visiting lots of different web sites to see if there’s new content available. Blogs There’s a RSS feed for all the Dovetail ...

When working cases in Clarify / Dovetail, an option available to agents is Initial Response. Initial Response allows an agent to mark that the initial response to a customer has occurred. True to its name, an Initial Response can only occur once in the history of a case. This Initial Response operation can be performed on either the Log Phone ...

The Dovetail SDK (fcSDK) includes Data Restriction Technology.Data Restriction allows you to segregate your Clarify/Dovetail database so that different sets of users can use the same forms (and customizations), yet see different sets of data from the database. This can include any items such as cases, sites, contacts, parts, etc. For example, ...

A not-so-uncommon request I’ve heard over the years is the need to be able to close a solution. You can close a case, close an action item, close an opportunity – but you can’t close a solution in the out-of-the-box product. But this is a pretty easy customization – so lets walk through it. Why close a solution? Knowledge can become outdated. ...

One of the features available within a Clarify / Dovetail system is the ability to “link” cases to solutions. What this essentially means is that we’ve noted the particular solution that solved the case at hand. For example, if we have a case titled “How do I configure VPN on Windows 7?”, and we have a solution that answers this question, then we ...

Kevin Miller did a recent sneak preview of Dovetail Seeker 2.0, which we’re hard at work on here. Here’s an additional sneak preview of search capabilities from the Agent side of things. Search attachments Search case attachments, solution attachments, etc. Search external documents Search product documentation, whitepapers, technical ...

Thanks to those that attended today’s webinar on Rulemanager and Advanced Business Rules We had a good turnout, and some really good questions from attendees. Slides The slides from today’s presentation are available on Slideshare. Links Rulemanager Wiki: http://rulemanager.wikispaces.com/ Blogs: ...

I previously announced an Advanced Business Rules and Rulemanager talk. After further consideration I’ve decided to break this into two sessions. There’s a lot of information to share, and I don’t want to rush it (nor do I want everyone overwhelmed with too much info at one time). Advanced Business Rules (Part 1) Understanding Rule ...

Anyone who’s been around Clarify for a while is probably well aware of the objid (primary key) generation algorithm. The basic algorithm The basic algorithm looks like: objid = (2^28 * adp_db_header.site_id) + (next_val + 1) Additional Notes next_val is the next unique value for the given table. next_val for an object (type_id) is ...

Thanks to those that attended today’s webinar on Rulemanager. We had a good turnout, and some good questions from attendees. Slides The slides from today’s presentation are available on Slideshare.   Links Rulemanager Wiki: http://rulemanager.wikispaces.com/ Blogs: ...