Dovetail Agent Documentation

Features

Dovetail Agent's UI has been updated with a clean new style that incorporates many of the usability features that have become standard in today's popular web applications, allowing new users of the system to reach proficiency more quickly than ever. The application enables a wide range of efficient customer support operations with the following core features:

• Work Items
  • Cases
  • Subcases
  • Solutions
  • Part Requests
  • Change Requests
  • Action Items
• Interactions
• Contacts, Sites, Accounts, and Addresses
• Contracts (Contract Manager, not ClearContracts)
• Log Notes, Log Email, Log Research, Log Commitment, Log Time and Expenses
• Parent-Child Cases
• Flashes
• File Attachments
• Workflow Actions - Accept, Assign, Dispatch, Reject, Forward, Yank, Close, Reopen
• Auto-destination rule support
• Install, De-Install, Re-Install Site Parts
• Calendar view for commitments and subcases
• Robust history (cases, subcases, part requests, change requests, solutions)
• Tagging of workflow items (cases, subcases, part requests, change requests, solutions, action items)
• Task Manager integration
• Multi-select workflow and log operations from the console
• Find-grained privilege control using Privilege Classes
• Console Preview Pane
• Robust Querying
• Full-text search
• Automated Password Reset
• Impersonation (Switch User)
• User-configurable console
• Canned Responses
• Reporting module for creating reports and dashboards
• Themes. Users can choose between different application styles.
• @mentions. Users can mention an employee in case notes and that employee will be notified.
• Admininstrative Functionality:
  • Activity Codes
  • Application lists
  • Auto-Destination Rules
  • Broadcasts
  • Business Rules and Rule Properties
  • Business Calendars and Holidays
  • Change Request Transitions
  • Config Items
  • Employees
  • Numbering Schemes
  • Parts, Part Revisions, Part Domains, Part Classes, Part Catalogs
  • Part Request Transitions
  • Privileges & Privilege Classes
  • Queues
  • States and Countries
  • Time Zones and Daylight Savings Hours
  • User Defined lists
  • Workgroup Attributes