Building Reminders in Dovetail Employee Engagement Suite
Employee Engagement Suite
The Dovetail Employee Engagement Suite (EES) was designed around a few simple ideas.
- Our clients are smart.
- Our clients deserve to be able to build and modify their own configuration in ways that suit them.
- Our clients sometimes have better ideas than we do.
To that end, we purposefully built a system that is all about configuration choices. This leads to my answering a lot of questions with, “It depends.”
Does the system notify you when you get a new case? It depends.
Do I have to log in to see my alerts? It depends.
Can I have a hug? It depends. (OK, that one usually is a yes. But you get the point.)
Why is “It depends” the answer? Because the question of “does it” depends on “have you told it to?” Have you told the system to alert you when a new case comes in? If so, then yes. Have you told the system to alert you by email? If yes, you don’t have to log in. If you want the system to behave in a certain way, we give you the ability to set it up, and even make the action conditional.
Reminders
A great example of this is the often repeated question, “Will the system send me a reminder to follow up on a case?” It depends. But if that’s what you desire, then yes!
With a combination of Message Templates, Case Status, and Event Rules, you can set up just about any kind of alert or reminder you like. For example, if I have a set of reminders in my Status list, such as one hour, two weeks, or ten months, I can build a rule to notify the case owner, employee, originator, or other interested party at the end of that timeframe. The Message Template defines what is sent, the Rule defines when and how many times, as well as what action needs to be taken to prevent/stop it from sending. This is all done through configuration by the local system administrator, and requires no interaction with the Dovetail Support team.
These are the kinds of actions we envisioned when the system was designed. With a little imagination and tinkering, you can find a wealth of ways to make the system perform actions with little to no manual intervention, which is how you drive value and economy of scale with a Case Management tool.
To see more on how to set up this function, click here to access our Knowledge Base article on the topic.
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