High-level functional comparison between Clarify and Dovetail applications

Applications	Clarify Classic Client	Dovetail Agent 4	Dovetail Agent 20	Dovetail Agent Lite	Dovetail Mobile
Support	✓	✓	✓	✓	✓
Quality	✓	✓	✓
Logistics – Order Operations	✓	✓	partial 1
Logistics – Spares Manager	✓	✓	partial 1
Logistics – Depot Repair	✓	✓
CallCenter	✓	partial 1	partial 1
ClearContracts	✓
Sales	✓	partial 1	partial 1
Order Management	✓

¹ Refer to Workflow Items table for supported functions

Workflow Items	Clarify Classic Client	Dovetail Agent 4	Dovetail Agent 20	Dovetail Agent Lite	Dovetail Mobile
Case	✓	✓	✓	✓	✓
Subcase	✓	✓	✓	✓	✓
Solution	✓	✓	✓	read-only	read-only
Change Request	✓	✓	✓
Part Request Header & Detail	✓	✓	✓
Quote	✓
Opportunity	✓
Contract (ClearContracts)	✓
Lead	✓
Action Item	✓	✓	✓
Dialogue	✓
Interactions	✓	✓	✓
Literature Request	✓
Support for Custom Workflow Objects		✓

Workflow	Clarify Classic Client	Dovetail Agent 4	Dovetail Agent 20	Dovetail Agent Lite	Dovetail Mobile
Assign	✓	✓	✓	✓	✓
Dispatch	✓	✓	✓	✓	✓
Yank	✓	✓	✓	✓	✓
Accept	✓	✓	✓	✓	✓
Reject-Forward	✓	✓	✓
Move	✓	✓	N/A
View Activity Log	✓	✓	✓
Print	✓	✓	✓	✓	✓
Customizable Print Output		✓	✓	✓	✓
Auto-Destination	✓	✓	✓

Console	Clarify Classic Client	Dovetail Agent 4	Dovetail Agent 20	Dovetail Agent Lite	Dovetail Mobile
Find By ID	✓	✓	✓	✓	✓
WIPbins	✓	✓	✓ tags
Queues	✓	✓	✓	✓	✓
WIP/Queue counts always visible		✓	✓	✓	✓
Sort Objects in Numeric Order		✓	✓
Recently Viewed Items		✓	✓	✓	✓
Drag & Drop	✓	✓
Iconify Queries	✓	✓	✓
Multi-Select Workflow Operations	✓	✓	✓
Auto Refresh		✓	✓
Paging of items displayed in WIP/Queue		✓	✓
Preview Pane	✓	✓	✓
Workgroup Recent Activity			✓	✓	✓
Hide/Show Columns (User Preference)	✓	✓	✓
Reorder Columns (User Preference)	✓	✓	✓
Change Column Headings (User Pref.)		✓

General	Clarify Classic Client	Dovetail Agent 4	Dovetail Agent 20	Dovetail Agent Lite	Dovetail Mobile
In-application Notifications (Notifier)	✓	✓	✓
Search	✓	✓	✓	✓	✓
Saved Searches		✓	✓
Switch User	✓	✓	✓
Flashes	✓	✓	✓
Outlook Integration	✓	✓
Data Segregation	✓ Secure Query	✓ Data Restrictions
Attachments uploaded to and downloaded from common server location		✓	✓	✓	✓
Contract Manager	✓	✓	✓
Broadcasts / Announcement		✓ (only 1 message)	✓
Formatted text, inline images			✓
Canned Responses / Response Templates	✓ (for communications & dialogues)		✓
User Feedback collection			✓
User-Configurable home/start page			✓
Email signatures		✓	✓	✓	✓
Holidays (Business Calendars, Business Rules)			✓

Cases	Clarify Classic Client	Dovetail Agent 4	Dovetail Agent 20	Dovetail Agent Lite	Dovetail Mobile
Create	✓	✓	✓	✓	✓
Modify	✓	✓	✓	✓	✓
Close	✓	✓	✓	✓	✓
Reopen	✓	✓	✓	✓	✓
Log Notes	✓	✓	✓	✓	✓
Log Phone Call	✓	✓		✓	✓
Log Email	✓	✓	✓	✓	✓
Log Email - Reply / Reply All / Forward			✓
Log Research	✓	✓	✓
Add Attachments	✓	✓	✓	✓	✓ 2
View / Download Attachments	✓	✓	✓	✓	✓
Change Contact/Site	✓	✓	✓
Change Status	✓	✓	✓	✓	✓
Link/Unlink Solutions	✓	✓	✓	✓	✓
Link a Closed Case to a Solution		✓	✓	✓	✓
Quick Close	✓	✓	✓
Relate to Part	✓	✓
Relate to Site Part	✓	✓	✓
Relate to Contract	✓	✓	✓
Alternate Contact	✓	✓	✓
Alternate Site	✓	✓
CC List	✓	✓	✓
View & Edit Site Part	✓	✓	✓
View Part Detail	✓	✓
View Contract	✓	✓	✓
Phone & Research Log Rollup at Case Closure	✓	✓
Deduct Contract Units at Close Case	✓	✓
Dispatch Engineer	✓	✓
Log Time and Expenses	✓	✓	✓
Log Parts Used	✓	✓
Log Service Interruption	✓	✓
Show Previous Cases	✓	✓	✓ (on new case)
Edit Site Button/Link	✓	✓	✓
Edit Contact Button/Link	✓	✓	✓
Log Commitments	✓	✓	✓
Initial Response	✓	✓
Parent-Child Cases	✓	✓	✓
Inline images in history			✓
view details of a business rule that fired			✓

² Depends on Capabilities of Mobile device

Subcases	Clarify Classic Client	Dovetail Agent 4	Dovetail Agent 20	Dovetail Agent Lite	Dovetail Mobile
Create	✓	✓	✓	✓	✓
Modify	✓	✓	✓	✓	✓
Close	✓	✓	✓	✓	✓
Quick Close	✓	✓	✓
Reopen	✓	✓	✓	✓	✓
Log Notes	✓	✓	✓	✓	✓
Log Phone Call	✓	✓		✓	✓
Log Email	✓	✓	✓	✓	✓
Log Email - Reply / Reply All / Forward			✓
Log Research	✓	✓	✓
Add Attachments	✓	✓	✓	✓	✓2
View / Download Attachments	✓	✓	✓	✓	✓
Change Status	✓	✓	✓	✓	✓
Log Commitments	✓	✓	✓
Log Time and Expenses	✓	✓	✓
Inline images in history			✓
view details of a business rule that fired			✓

² Depends on Capabilities of Mobile device

Solutions	Clarify Classic Client	Dovetail Agent 4	Dovetail Agent 20	Dovetail Agent Lite	Dovetail Mobile
Create	✓	✓	✓
Modify	✓	✓	✓
View	✓	✓	✓	✓	✓
Add Attachments	✓	✓	✓	✓	✓2
View / Download Attachments	✓	✓	✓	✓	✓
Link / Unlink from Cases	✓	✓	✓	✓	✓
Public Access				✓	✓
Inline images			✓
Rich text			✓

² Depends on Capabilities of Mobile device

User Profile	Clarify Classic Client	Dovetail Agent 4	Dovetail Agent 20	Dovetail Agent Lite	Dovetail Mobile
Change Password	✓	✓	✓
Automatically Reset Lost Password		✓	✓	✓	✓
Manage WIPbins	✓	✓	N/A
Auto-Destination Preferences	✓	✓
Number of Recent Objects		✓
Color Preferences	✓	✓	✓ Themes
Enhanced Email Out Preferences		✓
Sorting Preferences		✓	✓ (automatic)

Change Requests	Clarify Classic Client	Dovetail Agent 4	Dovetail Agent 20	Dovetail Agent Lite	Dovetail Mobile
Create/Modify	✓	✓	✓
Replicate	✓	✓	✓
Change Status	✓	✓	✓
Add Attachments	✓	✓	✓
Link/Unlink Solutions	✓	✓	✓
Log Notes/Email	✓	✓	✓

Part Requests	Clarify Classic Client	Dovetail Agent 4	Dovetail Agent 20	Dovetail Agent Lite	Dovetail Mobile
Create/Modify	✓	✓	✓
Close	✓	✓	✓
Workflow/Status Change	✓	✓	✓
Price Schedules	✓	✓
Pick	✓	✓
Unpick	✓	✓
Fulfill	✓	✓
Ship	✓	✓
Receive	✓	✓
Depot Repair	✓	✓

Action Items	Clarify Classic Client	Dovetail Agent 4	Dovetail Agent 20	Dovetail Agent Lite	Dovetail Mobile
Create	✓	✓	✓
Modify	✓	✓	✓
Close	✓	✓	✓	;
Reopen			✓
Log Notes	✓	✓	✓	;
Log Email			✓
Log Email - Reply / Reply All / Forward			✓
Add Attachments	✓	✓	✓
View / Download Attachments	✓	✓	✓
Change Contact/Site	✓	✓	✓
Change Status	✓	✓	✓

Select/Query	Clarify Classic Client	Dovetail Agent 4	Dovetail Agent 20	Dovetail Agent Lite	Dovetail Mobile
Case	✓	✓	✓	✓ (search)	✓ (search)
Subcase	✓	✓	✓	✓ (search)	✓ (search)
Contact	✓	✓	✓	✓ (search)	✓ (search)
Site	✓	✓	✓
CR	✓	✓	✓
Part Request	✓	✓	✓
Solution	✓	✓	✓
Action Item	✓	✓	✓
Business Rule Actions			✓
Interactions	✓	✓	✓
ECO	✓	✓
Price Schedule	✓	✓
Territory	✓	✓
Industry	✓	✓
Query Any Object, including Custom		✓	✓

Customers	Clarify Classic Client	Dovetail Agent 4	Dovetail Agent 20	Dovetail Agent Lite	Dovetail Mobile
Create/Modify Site	✓	✓	✓
Create/Modify Contacts	✓	✓	✓
Create/Modify Addresses	✓	✓	✓
Parent-Child Sites	✓	✓	✓
Business Calendars	✓	✓	✓
Holidays			✓
Modems	✓	✓	✓ (Connections)
Create/Modify Accounts	✓	✓	✓
Merge Duplicate Contacts		✓
Merge Duplicate Sites		✓
Multiple Phone Numbers and Email Addresses per Contact		✓	✓
Multiple Phone Numbers and Email Addresses per Site			✓
Multiple URLs per Contact			✓
Multiple URLs per Site			✓
Individual Contacts	✓		✓

Supporting Applications

Search	Clarify	Dovetail
Search Engine	Fulcrum / Hummingbird	Dovetail Seeker
Search Index Updating	Ad-hoc	Continually
Search by Keyword	✓	✓
Search by Phrase	✓	✓
Boolean AND/OR searches		✓
Save Searches		✓
Search by Date Range		✓
Wildcards		✓
Limit search to a specific object (such as solutions)	✓	✓
Specific property (field) searches		✓
Search external documents	✓	✓
Search attachments	✓	✓

Schema Editing and Viewing	Clarify	Dovetail
Application	DD Editor ddcomp	Dovetail Schema Editor
Schema File Format	Proprietary (version < 13), XML (version 13+)	XML
Complete Schema File	✓	✓
SchemaScript (defines just the changes)		✓
Intellisense for schema files		✓
Schema Viewer	DD Editor	Dovetail BOLT
Hyperlinked, navigable schema viewing		✓

Email Integration	Clarify	Dovetail
Outlook Integration	✓	✓ (Agent 4 only)
Inbound Email Processing Application	emailclerk, eResponseManager	Dovetail Carrier
Fully Customizable?	emailclerk - no eRM - yes	yes

Supporting Applications	Clarify	Dovetail
Rulemanager	✓	✓
Task Manager	✓ Clarify Task Manager	✓ Dovetail Task Manager
Notify Server	✓	Not needed. Dovetail Agent polls the database directly for new messages
Workflow Processing	Process Manager	Dovetail Carrier, Dovetail Task Manager
Data Import, Export, Purge	dataex	Dovetail Archive Manager
SDK	ClearBasic, CBOs (Java)	Dovetail SDK (.NET, COM)
SelfService	eSupport	Dovetail SelfService
Mobile		Dovetail Mobile
Administration	Policies & Customers	Dovetail Agent
Product/Part Administration	Product Manager	Dovetail Agent
Reports	Actuate	Dovetail Agent Reporting

Last Updated: July, 2018