webMethods AgileApps Cloud

Architecture model

webMethods AgileApps Cloud was born in the cloud; it’s a cloud-native, share-everything, multi-tenant platform. Deploy it in a two-tier architecture using the Tomcat® application server and MySQL® database. Configure it in many different ways for high availability. Use it as a service in the cloud—or install it on your premises or in a public cloud with hosting partners.

Data model

Business is relational and so is your data. Build your applications using a metadata-rich relational model of definable objects that articulate real business entities—like customers, contracts and computers. Create objects, fields and relationships using a web-based visual designer. Each object has key descriptive attributes that form its structure and relationships to other objects (including 1:M and M:M relationships).

Application model

Create process-driven, situational and case management apps, which are rendered dynamically using database metadata. Save time with prebuilt applications configured to your tenancy. There’s no code generation or file-based compilation. The metadata XML that defines your application includes the presentation, layouts, logic, processes, business rules, access definitions, services, automations, reports, dashboards, custom code and more. Any application can be packaged and run on any other webMethods AgileApps Cloud instance.

Security model

Keep your business and data safe. Enterprise security and authentication methods include LDAP, SAML, pass through and delegated. All user or API access to the platform comes through encrypted sessions. Tenants have their own database, and all access and queries are restricted to that database. A fine-grained application, role, team and user security model controls the ability to create, view, update and delete records for all objects.

Operational model

When you use webMethods AgileApps in the cloud, we take care of all the operations to ensure high availability, scalability, security and recovery. There’s no hardware to install and no hassle—you can get started in minutes. You also can install the software on-premises in your private or public infrastructure, where your IT group will have full administrative and operational control to manage deployment, permissions and users and even customize usage governors.

Business model

Automate tasks using business processes and rules. You can create business processes, escalations, notifications and approvals using our integrated business process engine. Count on our visual designer to sequence process steps and tasks, automate actions and execute rule sets. The dynamic rules engine checks for time and event conditions to be met on any field value before executing compound, multi-step actions. The SLA engine tracks task completion progress and goals. The integrated task manager helps you create ad hoc tasks and processes.

Services model

Use a rich set of web services and REST APIs for easy integration with other apps. The REST API exposes objects, files and data. Data input and output can be in XML or JSON™. REST clients can be developed in your favorite programming language—Java®, C, Perl, PHP or Microsoft® .NET.

Presentation model

Anyone can customize the user experience. Using the visual form designer, you can create multi-section forms, add new fields, assign forms to roles, define forms accessed from smart phones and tablets, add form- or field-level validations, and define page-flow rules that dynamically show or hide form elements based on form values. Developers can create a completely unique experience by adding code and site tags.

Logic model

Extend the platform to support your own custom logic and processing. Based on the industry standard Java®, JSP® and JavaScript® as the programming language, you can leverage the model-view-controller architecture to add new using custom code for processing or create new portal presentations.

Mobility model

Access information and processes anywhere. The HTML5 user interface delivers responsive and consistent access across iPhone®, Android® or other smart phone and tablets devices. With full access to all your applications, you can edit and view information and respond to and process cases from anywhere.

Multi-channel communications

It’s called multi-channel but it means every channel –and it provides you with a variety of ways to interact and communicate with your customers. webMethods AgileApps Cloud not only fully uses each of these communications channels, but it also makes it easy to switch channels by transitioning people to the most effective way to resolve the case. Web, Twitter®, Facebook, portals, email—we’ve got them all covered.

Case management

webMethods AgileApps Cloud gives businesses an easy way to create powerful enterprise-grade case management applications that streamline and automate enterprise service requests, incidents and investigations. By providing case assignment rules and queues, activity streams for communications, integrated task management, pre-defined and dynamic process creation, time tracking for case work, case analytics and reporting, multi-channel (email, web, Facebook, Twitter^®), and integrated document and file attachment, you can build the case management app your business needs.

Case inbox

Keep customers happy and they will add lifetime value to your business. The webMethods AgileApps Cloud service desk solution helps you delight customers and provide satisfying customer experiences. Providing full case management lets you delete, merge or create child-sub-cases, reopen closed cases, and maintain case ownership while assigning case tasks to others on the team.

Centralized task management

Centralized task management provides a unified view of all service desk task assignments and due dates. Here you can close or reassign system-generated tasks from standard processes as well as ad hoc tasks from team members seeking collaboration.

Case status and filters

Know what’s happening–now. From the case inbox, you can see the status of all cases: new, open, pending, resolved and closed. Notification indicators show new case activity from the customer, or a team member, since the last time you viewed the case. Standard case view filters are provided to segment cases by date, type or status. Or you can change them or add your own filter classifications.

Case routing

Who’s on the case? Flexibly assign cases to an individual or a queue defined by a team and or a role on that team. Additionally, business rules can inspect e-form content and make automated routing decisions based on the information in that form. A combination of named person, role-based queue and contextual assignment routing ensures the case is placed with the right expert and the right team at the right time.

Activity streams

Learn from history. With a complete activity history, including copies of all sent and received emails, service representatives know exactly what happened and when. All updates to a case include status and priority changes, customer communications and internal notes. Case field changes are recorded in the case activity stream. Various quick filters let you immediately display only those activities you are interested in viewing.

Collaboration

Make customer issues better with cross-functional organization-wide collaboration. Customer issues commonly require participation from several people across your company. Now you can keep everyone in the loop. Add people to a case–as needed, to keep them automatically copied on updates until the issue is resolved, thereby closing the loop and making sure that customer responses are coordinated and all interest parties are kept informed.

Files & attachments

Keep your attachment to attachments. Photos, scanned documents or files like Microsoft^® Word or Excel^® are commonly needed as documentation for processing a case. From the point of case submission, by web or email, any enclosed file will automatically be added to the case.

Time tracking

Where is your team spending the most time? Improve profitability by keeping track of the time your team spends on technical service and support. By documenting type of activity, notes, duration and date, you have the ability to measure how much time is spent on certain activities and which customers require the most support.

Rules management

Add intelligence to your business. Implement your business processes, escalations, notifications and approvals the way you want with the business rules engine. Analysts can configure the system to map to your best practices and manage cases based on the needs of your business. The dynamic rules engine checks for both time and event conditions to be met, on any field value, before executing compound, multi-step actions.

Process automation

Automate case handling to ensure accurate and timely responses. webMethods AgileApps Cloud makes the power of enterprise automation accessible, easy and intuitive. Your service desk operations will run smoothly and efficiently as agents leverage macros, quick text responses, business rules and business processes to respond to customers and process cases.

Macros

Take efficiency to a whole new level with macros. Macros combine multiple steps into one efficient command. With a single click, your agents can mark a case as resolved, send a note of appreciation to the client and quickly move on to the next case.

Quick text responses

Standardize your communications to save time. Quick text responses are a convenient “short cut” when composing a message or adding a note to a case. Just one click to select the quick text response template, and a fully merged and formatted customer communication is ready to be sent.

Business rules

Dynamic process management

Customizable business processes help you accelerate and streamline how work gets done. Create business processes, assign tasks, plan for escalations and send notifications–all without programming. Additionally, you can create ad-hoc tasks and processes when a case needs special attention.

Visual process designer
Ad-hoc task assignments
Ad-hoc multi-step processes
BPMN™ compatible

Advanced reporting

Improve business insights using highly visual, easy-to-interpret reports that help you quickly understand key performance and service metrics. Perform deep data discovery with powerful reports that help you find meaning in your data and generate actionable insights. Dynamically analyze information with ad hoc reports, save often-used reports and schedule the delivery of periodic summary reports by email–to ensure everyone is informed and up-to-date.

Custom dashboards

Customized dashboards provide you with instant, at-a-glance, real time status on the information that matters most. Rearrange charts, tables, views and custom widgets to define the perfect management view for you or your role.

Dashboards can be prebuilt and shared with a group, or customized for a specific task.

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