Dovetail Mobile Agent delivers the most common subset of Dovetail CRM functionality to a mobile platform, so that support agents can still work effectively when away from their desktop.
Search
Dovetail Mobile Agent provides search capabilities using our Dovetail Seeker search product. Agents can use Dovetail Mobile Agent to effectively search the Dovetail CRM system.
Case Management
Using Dovetail Mobile Agent, support agents can go from case creation to case close. Here is a summary of the features available to Dovetail Mobile Agent users.
Create Cases:
Find a contact for which you will create a case.
Select the contact's site and fill in case details before you create the case.
Viewing a case you can work the case entirely within Dovetail Mobile Agent:
Browse dynamically created Case History
Send Email regarding a case
Call a Contact directly from your mobile device and easily log the conversation to the case
Log Notes about work you've done on the case
Log Phone Call notes
Edit Case details, including title, case type, severity, and priority
Close a case
Reopen a case
Link and Unlink cases to solutions
Subcase Management
Dovetail Mobile Agent user can also work with subcases from creation to close. Here is a summary of subcase features:
Create Subcase
Send Email regarding a subcase
Call a Contact directly from your mobile device and easily log the conversation to the subcase
Log Notes about work you've done on the subcase
Log Phone Call notes
Edit Subcase details, including title, severity, and priority
Close a subcase
Reopen a subcase
Case and Subcase Workflow
The following Dovetail CRM and workflow operations are supported by both case and subcases:
Accept a case from a work queue
Assign cases to other agents
Change Status
Close
Dispatch a case to a queue
Yank a case from another agent
Knowledge Management
Using Dovetail Mobile Agent, both support agents and users that are not logged can search for and view published solutions.
Public users can:
Search for and view public solutions.
Support Agents can:
Search for and view all solutions.
Easily navigate the relationship between cases and the solutions they are linked to.
Send a solution to a case's contact and optionally link the solution to the case.
