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High-level functional comparison between Clarify and Dovetail applications

Applications Clarify Classic Client Dovetail Agent 4 Dovetail Agent 16 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 16 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 16 Dovetail Agent Lite Dovetail Mobile
Assign
Dispatch
Yank
Accept
Reject-Forward
Move
View Activity Log
Print
Customizable Print Output
Auto-Destination
Console Clarify Classic Client Dovetail Agent 4 Dovetail Agent 16 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
Window Manager
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 16 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 / Announcements ✓ (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 16 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 16 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 16 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 16 Dovetail Agent Lite Dovetail Mobile
Change Password
Automatically Reset Lost Password
Manage WIPbins N/A
Auto-Destination Preferences
Number of Recent Objects
Color Preferences
Enhanced Email Out Preferences
Sorting Preferences ✓ (automatic)
Change Requests Clarify Classic Client Dovetail Agent 4 Dovetail Agent 16 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 16 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 16 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 16 Dovetail Agent Lite Dovetail Mobile
Case ✓ (search) ✓ (search)
Subcase ✓ (search) ✓ (search)
Contact ✓ (search) ✓ (search)
Site
CR
Part Request
Solution
Action Item
Interactions
ECO
Price Schedule
Territory
Industry
Query Any Object, including Custom
Customers Clarify Classic Client Dovetail Agent 4 Dovetail Agent 16 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 (15+), Dovetail Admin
Product/Part Administration Product Manager Dovetail Admin
Reports Actuate Dovetail Agent Reporting

Last Updated: March, 2017