Dovetail SelfService Documentation

Introduction

Dovetail SelfService is a simple and intuitive web-based customer-support application. It enables your customers to submit, update, and check requests over the web, improving customer satisfaction and reducing the load on your agents.

Features

• Case Functionality
  • Create Case with auto-destination
  • View Case
  • Log Note to Case
  • Add File Attachment to Case
  • Change Case Severity
  • Close Case
  • Reopen Case
  • Search Cases (Mine, and at my site(s))
  • My Open Cases List
  • Open Cases at My Site(s) List
• Knowledgebase Functionality
  • Search and view knowledgebase articles (solutions)
  • Solutions support rich, formatted text and inline images
  • Favorite solutions
  • Recent Articles
  • Comment and rate solutions
• User functionality
  • Update Profile
  • Change Password
  • Reset lost password
  • Login/Logout
• Allow users to submit application feedback
• Allow users to request access to the application
• Content Management
  • Dynamic pages and content
  • Dynamic variables
  • Dynamic menus
• Works on desktop and mobile devices