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Serviceware Processes
Learn about administration and usage of Serviceware Processes! Documentation, release notes, all versions.
Service Desk
The Service Desk is the agent's workplace.

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.
  - Cases
    A central part of working with Serviceware Processes is editing cases.
  - Organizational view
    In the Organizational view area you can manage your master data.
  - Task management
    With the Serviceware Processes Task Management you have the option to create tasks witin a case.
  - Approvals
    In Serviceware Processes you can model cases in a way that they need to be approved by one or more approvers before they can be finished.
  - News
    In the News section you can find out the news that your organization has published.
  - Desks
    The agent's work is organized around tables. Working with tables is described in the following sections.
  - Dialogs
    Dialogs are used in Serviceware Processes to enter information on cases, tasks or organizational units.
  - Tables
    This section explains how to change the display settings of tables, how to select the information shown in them and how to export.
  - Search
    This section contains detailed information about the various search functions in the Serviceware Processes web client.
  - Solution Assistant Integration
    The Solution Assistant assists you with AI-supported processing of cases.
  - Knowledge Integration
    In Serviceware Processes, the search function with results list and detailed view for texts is available for using Knowledgecontent and transferring it to cases.
  - Call visualization
    Learn how to work with call visualization within Serviceware Processes.
- 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.
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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Service Desk

The Service Desk is the agent's workplace.

Cases and tasks are processed, approvals granted, calendars managed and news created via Service Desk. Various tools are available for this purpose, such as tables, search functions and filters, as well as the AI-supported tools Serviceware Knowledge and Solution Assistant.

You can find out how to work as an agent with Service Desk from Serviceware Processes in the following sections.

Tip: You need a separate license to use Serviceware Knowledge and Solution Assistant. If you have any questions, please contact your Customer Manager.

Tip: If you need information on functions that are executed in the background, such as the Classification Assistant please contact your Customer Manager.