Release notes Processes 7.2

Read about the latest developments at Processes 7.2.

New functions

Phonesmart - telephony integration in Processes (CTI) enables more efficient handling of telephone calls
The telephony functions are available on the web and no longer require ClassicDesk.
The telephony integration enables agents to handle telephone calls efficiently in the web client of Serviceware Processes.
For incoming calls, the agent is shown the contact details of the call. Callbacks can be started from the dialog via a button.
New widget My Cases
The user interface of the widget My Cases has been revised.
Cases can be filtered according to the criteria status, creation period, case type or requester. Additional filter options are available for columns.
Time-based filter options have been added.
The configuration of the widget is now possible via the administration of Serviceware Portal.
Configure the table with search results.
Open up to five dialogs in the Service Desk
Agents can open and minimize several dialogs at the same time in Service Desk.
The dialogs remain open even if you switch to another menu item within Serviceware Processes.
AI support when formulating response texts
AI-supported agents can generate user-friendly response texts with the help of Solution Assistant.
Access to Knowledge articles
Access to Knowledgearticles via Solution Assistant and the search function has been made possible within Service Desk.
The text of the Knowledge article can be transferred directly to the case as a solution.
Knowledge Integration via API key
The integration of Serviceware Knowledge now takes place via an API key generated by the Knowledge administrator

Serviceware Processes goes Web

As part of our Serviceware platform strategy, in the future we will make the entire functionality of our products, and thus also of Serviceware Processes, exclusively available on the web. As we progress with the implementation of our strategy, in the middle term future there will be no need for the ClassicDesk anymore. We therefore already recommend the use of Serviceware Processes on the web.

The advantages:
  • Agents benefit from new functions even faster, since the effort for setup and updates on the client systems is eliminated.
  • Users can access service processes regardless of platform - whether on PCs or mobile devices.
  • The consistent user experience both within Serviceware Processes and in the entire Serviceware platform simplifies operation and enables smooth navigation between operational and administrative areas.

New functions and product optimizations are only made available on the web and no longer in ClassicDesk. In addition, necessary features that are currently only available in ClassicDesk will be gradually moved to the web client. Of course, ClassicDesk will continue to receive security updates, patches for troubleshooting and support as long as it is not finally discontinued.

Do you have any feedback on this? Send a message to productfeedback@serviceware.de