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Serviceware Processes
Learn about administration and usage of Serviceware Processes! Documentation, release notes, all versions.
Administration & Management
This section provides information about the administration of Serviceware Processes.

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.
  - 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.
  - Access Management
    Access management offers the option to manage the responsibility of users and agents and to organize them in a flexible and confidential manner.
  - Administrator
    In this part of the Administration Manual, the structure and the user interface of the Administrator, as well as its most relevant components are described.
  - Working with workflows
    The following sections provide information on how and with which tools you can work on workflows.
  - EAS – Early Alert System
    Early Alert System stands for early alert system. This component is used to create cases to which an agent can react in the case of a malfunction.
  - Configuring the Knowledge integration in Processes
    You can find out how to make Serviceware Knowledge available to agents in Serviceware Processes in the following sections.
  - One click feedback
    This section explains how to setup the one click feedback feature. It is intended for Serviceware Processes administrators or experienced users with in-depth knowledge of SQL database systems, Microsoft Visual Studio, and Microsoft SQL Server Reporting Services.
  - Administration manual - Server scripting
  - Administration manual - Analyzer
  - Administration manual - Business intelligence
- 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.
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Administration & Management

This section provides information about the administration of Serviceware Processes.