The Serviceware platform

Cross-platform modules

Serviceware Authenticator

The Serviceware Authenticator allows to use different tools, modules and applications via Single Sign-On. Serviceware Authenticator gives you access to all software components of Serviceware. No new registration is required when changing applications.

BI Data Provider

With BI Data Provider Serviceware Processes has a tool that allows you to create data structures by interacting with a customizable user interface. The user does not need to have any SQL knowledge and can use a package of standard reports that have been designed in the Microsoft Power BI reporting tool.

Serviceware Messaging

Serviceware Messaging is the chat module of Serviceware. Serviceware Messaging agents answer live the requests launched through the configured chats of the connected websites. Together with Serviceware Flows and the connection to Serviceware Knowledge, Serviceware Messaging forms the Serviceware Solution Bot.

Serviceware Notifications

Serviceware Notifications allows you to read and modify messages within the Serviceware platfom via a central control. The notifications of all program functions can be immediately worked on from your current screen. If a notification is available, a hint will appear on your screen. The notification can be handled from your current screen.

For detailed information on the configuration select this link.

For detailed information on working with Serviceware Notifications, refer to Notifications in browser applications.

Serviceware Portal

The Serviceware Portal allows you to use current and future platform functions of Serviceware. In addition to case creation and the Webshop from the Processes module, this also includes the Messaging chat function, Knowledge as well as the use of the new, uniform access management with the Serviceware Authenticator. Design your Serviceware Portal content and layout yourself and adapt it to your clients’ needs.

Solution Assistant

The Solution Assistant assists service agents in solving requests more efficiently and with higher quality with AI support . In Serviceware Processes, the agent automatically receives suggestions of already solved, very similar cases in an open case, so that a solution can be reused. If Serviceware Knowledge is connected, Knowledgearticles are also searched.

For detailed information on the configuration, select this link.

For detailed information on working with Solution Assistant, refer to this link.

Serviceware Service Portfolio

The Service Portfolio is an optional cross-platform module to manage services and service portfolios centrally. This way, you can ensure that your company offers the right compilation of services to meet the needs of your customers.

The Service Portfolio is the entirety of all services that are managed by a service provider (a company as a service provider).

Serviceware Processes

Serviceware Processes is a highly customizable software product for intelligent process control that can be used to automate complex business processes. Thus, a wide variety of service areas can be managed with Serviceware Processes. Serviceware offers Process Packages for this purpose, which can be flexibly combined - depending on the specific requirements of your company.

ClassicDesk

ClassicDesk is a Microsoft Windows based client.

Because of the numerous advantages for users, new functions and product optimization will only be made available in the Web client and no longer in ClassicDesk. In addition, necessary features that are currently only available in ClassicDesk will be gradually moved to the web client.

BPMN Process Designer

The BPMN Process Designer is a tool for the intuitive design of processes using the Business Process Model and Notification (BPMN). BPMN is a standardized graphical specification language which allows to model and visualize business processes and workflows. (See alsohttps://www.omg.org/bpmn/index.htm).

Designer

The Designer is a tool for mapping internal company processes. These processes can be made available to the users of Serviceware Processes for their work. The Designer is available to administrators in Serviceware Processes.

Dialog Designer

The Dialog Designer is an administrative tool in Serviceware Processes for adjusting the user interface of dialogs according to the company needs. As the administrator of Processes, you have the option of customizing the display and layout of dialogs. In addition, administrators can configure dialog scripts to automate certain actions.

Phone Smart

Phone Smart supports agents in handling incoming calls more efficiently.

Phone Smart (Web client from Serviceware Processes)

Note: Phone Smart visualizes the contact details of a caller in Processes after accepting the call. A pop-up window displays information about the caller and their open cases. The pop-up can be used to open and restart a case and open the caller's data in Processes.

Administrator (ClassicDesk)

Note: Phone Smart as the telephony component of ClassicDesk enables agents to recognize a caller at the first ring, even before the call is answered. The correct assignment of a caller to a person object is done via the telephone number. Early caller identification means that the caller's data (e.g. first and last name) is already entered when a transaction dialog is called up.

Classification Assistant

The Classification Assistant for Serviceware Processes optimizes support processes through artificial intelligence (AI)-based ticket classification and routing within your Processes system. Ticket distribution is based on algorithms and machine learning as well as real-time optimization through continuous learning from your tickets. This speeds up ticket allocation and makes it less error-prone.

For more information, please contact one of our Customer Manager.

Process Package IT Service Management

The Process Package IT Service Management (ITSM) is an optional extension to your Serviceware Processes system that enables you to efficiently record, process and manage processes relevant to your IT service management.

Process Package Facility Service Management

The Process Package Facility Service Management is an optional extension to your Serviceware Processes system that enables you to efficiently record, process, and manage cases relevant to facility service management.

Process Package GDPR

The Process Package GDPR is an optional process package of your Serviceware Processes system to efficiently manage and maintain the processing directory required by GDPR.

Serviceware Financial

Serviceware Financial is an ideal software solution for the Financial management of IT and shared services. Automated documentation functions enable simple, reliable reporting and facilitate compliance with all transfer pricing regulations. With Serviceware Financial you can easily reduce IT and shared service costs and demonstrate services values for the company.

Benchmarking

Continuous process in which the services of one's own company are measured and compared with those of the strongest competitor (internal or external).

Serviceware Service Portfolio

Knowledge

Serviceware Knowledge

With Serviceware Knowledge you can manage the complete company knowledge within one software. An easy-to-use interface ensures that all users get exactly the knowledge they need - when they need it.

Serviceware Resources

Serviceware Resources solves your main challenge in mobile service by allocating service orders to resources, taking into account a wide range of framework conditions such as competencies or authorizations. This way, you get to provide the best possible service to your customers while increasing your efficiency. Serviceware Resources supports the entire field service process, all the way from the order to the invoice. Your business can save time and money every step of the way. At the same time, the quality of your customer service increases.

Serviceware Performance

Serviceware Performance offers comprehensive functions for planning and analysis. Key components include top-down planning, budgeting, forecasting, tactical planning, standard reporting and ad hoc analysis. This way, you have the relevant facts at your fingertips at the push of a button, enabling you to measure successes on the basis of live data, identify deviations and adjust them easily and where necessary.