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Search for Clarify/Dovetail
- 1. Seek, and ye shall find Contemporary Search for Clarify & Dovetail Systems
- 3. Topics Traditional Search Contemporary Search Search Enabled Applications Usages Search Engine Demonstration Q & A
- 4. Finding Information By Id Select Query Search Reporting
- 5. Common usage: text fields Case history Knowledgebase (solutions) File Attachments
- 6. But how about searching for… Contacts (name, email, site name) Employees Parts Serial Numbers Business rules (admin usage) …
- 7. Traditional Search Options Clarify provided FTS (full text search)Fulcrum / Hummingbird Database vendor search
- 8. Search (old school) Full Text Search FTS Fulcrum/Hummingbird
- 9. Search (old school) Not intuitive Challenge to administer Challenge to customize Delay in availability of search data
- 10. What do you want? We asked users what they wanted for Search… …and the answers were pretty consistent…
- 11. Search (new school) Easy and Intuitive: Search box + a Search/Go button
- 12. Search (new school) Easy to Administer Easy to Customize and Extend Easy to Integrate Data is available (almost) immediately
- 13. Search (new school) Simplicity for most users Robustness for power users As part of normal workflow
- 14. Search enabled apps Where can I search from?
- 18. Search: Dovetail Agent Lite
- 19. Search: Clarify Classic Client
- 21. Search: On Your Web Site
- 22. Search: Anywhere
- 23. Search as part of workflow
- 24. New Case workflow: Identify the caller
- 25. Search: As part of workflow
- 26. Search: As part of workflow
- 27. Advanced search For Power Users
- 28. Advanced Search
- 29. Advanced Search
- 30. Advanced Search
- 31. Advanced Search Tips Booleans (AND, OR, NOT) Wildcards Ranges Grouping powerpoint or keynote test* te*t te?t quantity:[1 TO 3] created:[20110101 TO 20110131] (powerpoint or keynote) AND windows
- 32. Advanced Search Tips Property Searches Combination Custom id:4204 status:closed site:dovetail site:dovetailstatus:closeddomain:casesdk eyes:bluehair:brown
- 33. What can you search?
- 34. Search: Database content In short – anything in the database Cases Solutions Customers (Contacts, Sites, Addresses) Parts etc. Custom Objects
- 35. Search: Attachments Attachments Case Attachments Solution Attachments Site Attachments etc.
- 36. Search: Files White papers, Help documentation, Product docs, … Office (Word, Excel, Powerpoint, Visio, etc.) PDF HTML XML Plain text Rich text …
- 37. Other Uses for Search What about…?
- 38. How about? Automatically search the knowledgebase and suggest articles as part of case workflow? For customers (SelfService / WebSupport) For agents Via incoming email
- 39. How about? Searching for business rules (including notification message text) Call Center scripts Your custom data
- 40. How about? Search analytics Track what users & customers are searching for See what they’re finding See what they’re NOT finding!
- 41. Other Uses for Search What are your ideas? Avoid cliché of a putting a picture here of someone with a light bulb over their head
- 42. Search engine The magic behind the curtain
- 43. Dovetail Seeker Search Engine for Clarify / Dovetail First released in 2008 Works with any Clarify Version Works on SQL Server and Oracle Powered by Lucene(lucene.apache.org)
- 44. Seeker Components Indexer (indexes the data) Web Service (returns search results) File Proxy (allows download of files) Search Client Examples (.NET, Web) User Interfaces APIs
- 45. Architecture Application (Dovetail Agent, Agent Lite, Mobile, SelfService, Clarify Client) Database DovetailSeeker (web service) DovetailSeeker Indexer (Windows Service) Seeker Indexes
- 46. APIs Search Document Specifications Terms Term Suggest
- 47. Enough slides! Lets see some action…
- 48. Summary Your “legacy” app doesn’t need to be stuck in the 90s. You can use contemporary technologies with your existing Clarify system. Search, Mobile apps, APIs, and more are all available today.
- 49. Learn More Product Page http://dovetal.es/dovetail_seeker Documentation Blog Posts Knowledgebase articles Try it out Just click the Search link at http://support.dovetailsoftware.com These slides Will be available on my blog at http://dovetal.es/gsherman
- 50. Questions, Comments, Queries? Use the Q&A widget within WebEx Feel free to contact me: gary@dovetailsoftware.com 512-610-5466
Editor's Notes
- I am the VP of productsWorking in Clarify for 15 years2 years as a customer, 4 years at Clarify as a Principal Consultant, 9 years here at DovetailI love sharing my knowledge of all things ClarifyMy blog at dovetailsoftware.comI actively participate in the Clarify forum on IT Toolbox
- With the database – you were on your on to code it
- We want Google!
- Example: we store and search license keys for our products
- Dovetail Seeker is able to index Dovetail CRM attachments and files using file document specifications. Search results for file documents contain a URL which users can use to download the indexed file. The included Seeker File Proxy is necessary because it is not recommend to expose the seeker web service directly to public facing networks. The Seeker File Proxy web application can be installed outside your firewall to specifically handle public search user's requests to download files.
- Advantages: offload queries to a search engine; reduces db load; more efficient
- Search: search terms, page size (# of results), starting result Number (used for paging) sortingDocument specifications are used to define which Dovetail/Clarify CRM data gets indexed by the indexing applications. This API exposes details about the document specifications used to create the Seeker search index. Suggested Usages:Allow search user interfaces to construct a dynamic search domain filter. Search user interfaces can detect which custom fields present and available for sorting search results.Stored custom field values can be retrieved and displayed along side search results.Spell Check APITerms: This API can be used to provide autocomplete for search UI textboxes. Term suggest: “did you mean” The Dovetail Seeker Term Suggest API will look for misspelled terms in the match text given and return search suggestions for correctly spelled terms which exist in the search index. This API performs spell checking on the given text. It them searches the index for each suggested spelling correction to see which corrected spellings exist in the index and the frequency of their occurrence. Results are returned in descending frequency order.