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How to Include Calculated Data in Query Results
I’ve blogged before about the Filter Config and Filter Overrides within Dovetail Agent.I totally dig this feature, as it makes it super easy to customize the queries within the app without having to...
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Finding a Business Rule based on its message
If you receive a business rule notification message, but you’re unsure as to exactly which business rule it came from, there’s a few ways to find the originating rule.Notification MessageFor example,...
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How to Quickly Test Dovetail Carrier Messages
A common workflow is to have a business rule fire, and that business rule will send Dovetail Carrier a message.For example, when a customer updates a case via SelfService, we can have a business rule...
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Clarify CRM: Successful Migration & Modernization is our Standard
What More could a Clarify CRM Customer Ask for? How about a Modern Solution at a Low Risk Migration CIOs and Heads of Customer Support have nightmares thinking about changing their customer support...
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Update your Clarify Environment Dovetail has a total system approach to update and modernize Clarify and addresses all aspects of the system, from the user interface and its customization framework to...
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What’s New in Dovetail Agent 19
We recently released Dovetail Agent version 19. Here’s a run-down of the highlights. Download Search Results Users have always been able to download the results of a query, but now they can also...
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Automatically Scheduling and Tracking Work Items
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...
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GDPR and the Right to be Forgotten
Recently I’ve been having more and more conversations around GDPR, and specifically the Right to be Forgotten portion of the regulation. So if we have a customer that asks to be forgotten, how do we...
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What’s New in Dovetail Agent 20
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...
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Automatically routing cases using Dovetail Carrier’s AutoDest Toolkit Extension
Dovetail Carrier has a number of extensions that greatly enhance your Dovetail/Clarify system. One of the more recent extensions is the AutoDest Toolkit Extension. AutoDest Toolkit Extension This...
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Introducing Personal Slack Notifications using Dovetail Rulemanager
When employees are notified as part of a business rule action, the notification method is determined by the employee’s notification preference. We’ve recently added support for Slack as a personal...
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Introducing New Log Email Templates for Cases and Subcases
Traditionally, when sending an email out from within Dovetail Agent, (using the Log Email) function, the send_email_about_obj com_tmplte is used. The same email template is used for both cases and...
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