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Serviceware Processes
Learn about administration and usage of Serviceware Processes! Documentation, release notes, all versions.
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.
Working with the chat function
To learn how to work with the chat function as an agent, see the following section.

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.
  - Working with the chat function
    To learn how to work with the chat function as an agent, see the following section.
    - Chat actions
      You can learn which actions you can take from the messaging function here.
    - Creating a case from a chat
      The following describes how to create a case from a chat.
    - Using templates in a chat
      You can learn how to create templates for chat messages here.
    - Creating and editing templates
      You can learn how to create templates for chat messages here.
- 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.
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.
Deutsche Version

Working with the chat function

To learn how to work with the chat function as an agent, see the following section.

The chat function for the agent contains the following screen areas.

(1)	Chat display	(2)	Navigation menu with tabs and actions
(3)	Reading and input window for chat messages	(4)	Action
(5)	Information about the chat partner	(6)	List of cases associated with the chat partner with filter function