Your SlideShare is downloading. ×
Search for Clarify/Dovetail
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

Search for Clarify/Dovetail

2,149
views

Published on

Contemporary Search for Clarify / Dovetail systems

Contemporary Search for Clarify / Dovetail systems

Published in: Technology

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
2,149
On Slideshare
0
From Embeds
0
Number of Embeds
4
Actions
Shares
0
Downloads
0
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide
  • 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.
  • Transcript

    • 1. Seek, and ye shall find
      Contemporary Search for Clarify & Dovetail Systems
    • 2. Me
      dovetailsoftware.com/blog/gsherman
    • 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?
    • 15. Search: Dovetail Agent
    • 16. Search: Dovetail Agent
    • 17. Search: Dovetail Mobile
    • 18. Search: Dovetail Agent Lite
    • 19. Search: Clarify Classic Client
    • 20. Search: SelfService
    • 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