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Dovetail Self Service (Products for Clarify)

Dovetail SelfService enables your customers, clients, business partners, or employees to search a knowledge base and submit, update, and check requests over the web, improving customer satisfaction and reducing the load on your representatives. It is easily customizable, allowing organizations to extend the customer-facing experience in unique ways. Using standard HTML and CSS, the look and feel of Self Service can easily be modified to match the style of your existing corporate website.


Key Benefits

  • Easy, intuitive, and convenient.
  • Powerful, yet simple.
  • Works with existing business rules.
  • Fully customizable using standard web technologies and languages.

Key Features

  • Search the public knowledgebase and cases using the powerful, yet simple, Dovetail Seeker search engine.
  • View details of cases.
  • Create new cases, which are then auto-dispatched to the correct queue.
  • Log notes and change the severity of existing cases.
  • Upload file attachments such as log files and screenshots, which become attachments to cases.
  • Close existing cases.
  • View installed products (site parts) and request upgrades for newer revisions.
  • Modify contact information, such as phone numbers and email addresses.

Customizability

Dovetail SelfService is fully customizable using standard web technologies and languages – including HTML, CSS, and JavaScript. This means that your developers don’t need to learn or code in a proprietary language when customizing the application. Robust, popular frameworks such as jQuery make client-side customizations easy.

Clarify Compatibility and Co-Existence

Dovetail Products for Clarify work with the version of Clarify you have – eliminating the need for expensive and lengthy Clarify upgrades. Dovetail creates the same activity logs and application events as Clarify applications – meaning that SelfService naturally works with existing business rules. Dovetail SelfService is compatible with the following products:

•    Clarify 7 through Clarify 12.x
•    Amdocs 6.x
•    Amdocs 7.x

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