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Serviceware Processes
Learn about administration and usage of Serviceware Processes! Documentation, release notes, all versions.
Technical information
In this section you will find helpful information for your software.
Glossary
In the following sections, we introduce you to important terms that are important for understanding the Serviceware platform.
Role

The Serviceware platform
Information on the platform functions, other general information and web help assistance is available here.
Serviceware Processes
Learn about administration and usage of Serviceware Processes! Documentation, release notes, all versions.
- User interface
  First make yourself familiar with the user interface of your application.
- Service Desk
  The Service Desk is the agent's workplace.
- Services
  Read here how to create services, define service level agreements, set up the service time calendar, and manage service jobs.
- Reporting
  To learn how to create reports, see the following section.
- Design
  Customize your work environment with: Processes Designer, BPMN Process Designer, Dialog Designer, Workflow Designer.
- Chat function
  Serviceware Messaging is the chat function of the Serviceware platform. It allows chat messages to be exchanged and processed within the platform, both with each other and with external requesters.
- Widgets
  The Processes widgets offer users of Serviceware Processes and consumers the opportunity to execute important Serviceware Processes functions via mobile devices.
- Settings
  Agents can make various settings in the Processes user interface.
- Integration
  Information on Data Connector, Connectivity and Telephony
- Administration & Management
  This section provides information about the administration of Serviceware Processes.
- Process Packages
  In this section you will find information about the Process Packages.
- FAQ to Serviceware Processes
  You can find frequently asked questions about installing and configuring your system in the for Serviceware Processes.
- Technical information
  In this section you will find helpful information for your software.
  - Release notes Processes 7.2
    Read about the latest developments at Processes 7.2.
  - Glossary
    In the following sections, we introduce you to important terms that are important for understanding the Serviceware platform.
  - Application of security policies
    Security policies allow permissions to access Processes applications and functions to be granted independently of a user's role on the basis of group assignments.
  - Translating Processes widget software texts
    If you want to translate software texts of the Serviceware Processes widgets yourself, e.g. to create a new display language, observe the following notes.
  - User Manual ClassicDesk
Serviceware Financial
Find out, how to use Serviceware Financial. Here you can get the documentation of the current and previous versions.
Serviceware Knowledge
Find out about the use, editing and administration of Serviceware Knowledge!
Serviceware Performance
Find out, how to install, configure, and manage Serviceware Performance.
Cross-platform modules
In addition to the main modules of the Serviceware platform, there are some add-ons that are available across platforms and optimize work with the platform.
Platform setup
Learn which platform functions you can include in your modules and what you need to do for it.
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Role

A role identifies a category or type of users. Roles are assigned system rights.

Role (Serviceware Processes)

Note: Roles define the scope of responsibility for the Agents. You can define any number of roles for certain agents. The roles of an agent determin which cases are displayed to him or her.

Role (Serviceware Knowledge)

Note: Permissions that decide what a particular user can do. They are divided into three roles: Administrator (read, write, administration, system settings), editor (read und write) and agent (read).