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Editing
How the editorial team populate the knowledge management system with content is described in the following sections.

Serviceware Knowledge
Find out about the use, editing and administration of Serviceware Knowledge!
The Serviceware platform
Information on the platform features, other general information and web help assistance is available here.
Overview
Serviceware Knowledge is the knowledge management tool of the Serviceware platform. Serviceware Knowledge manages the knowledge in your company in a central database.
Using as agent
After log in to Serviceware Knowledge, the pinboard is opened.
Editing
How the editorial team populate the knowledge management system with content is described in the following sections.
- Tree
  The tree structure consists of branches and sub-branches. The branching of the tree is freely selectable.
- Branches
  The tree in Serviceware Knowledge allows content to be grouped by topic.
- Article
  Articles contain not only a text with attachments, but also some parameters that allow easy retrieval.
- Templates
  Templates are used to facilitate and standardize the creation of frequently used layouts.
- Pinboards
  A pinboard is displayed to the Knowledge user via the start menu. The information that can be read on the pinboard is linked to user groups.
- Dictionary
  Dictionary entries describe terms and their synonyms that have been defined within the company.
- Placeholders
  As Administrator, you can insert placeholders into Knowledge texts.
- Messages
  Messages can be generated both when saving articles and separately.
- Suggestions
  Each reader can submit suggestions for texts. This enables editors to receive suggestions on how to improve content quickly.
- File management
  File management allows you to manage the external files that have been linked in Serviceware Knowledge.
- Editorial wizard
  The editorial wizard supports editors in creating content by searching for text elements that deal with a similar topic.
- Rating
  As an editor, you can analyze the other users' article ratings.
- How to: Create an article
  Certain things need to be taken into account when writing an article so that the article can be found easily and through the exact search terms that reflect the content well.
- How to: Set up Serviceware Knowledge
  Once Knowledge has been set up in your company, further steps need to be taken by the editors to start their daily work.
Administration of Serviceware Knowledge
After logging on to Serviceware Knowledge, you will firstly be taken to the pinboard.
Knowledge-App
The mobile app for Serviceware Knowledge enables read-only access to all articles and PDF files stored in Serviceware Knowledge.
Knowledge-Integrator
The Knowledge integrator is a browser plugin for Google Chrome that can be integrated into almost any web application.
Knowledge widgets
The Serviceware Knowledge functions can be made available via widgets both in the Serviceware Portal and in other external or platform applications.
FAQ
You can find frequently asked questions about installing and configuring your system in the for Serviceware Knowledge.
Technical Information
In this section you will find helpful information for your software.

Editing

How the editorial team populate the knowledge management system with content is described in the following sections.

After logging in to Serviceware, the Pinboard is opened. The editorial work is done within the knowledge tree. To be found through the knowledge tree or the search function, articles must be assigned to one or more branches. Files can be assigned to the articles.

All users are assigned views by belonging to one or more user groups. Additionally, writing permissions and editorial responsibilities can be assigned to branches and articles. Users can select one, several or all views assigned to them. If multiple views are selected, the information is additionally displayed.

Note: Creating and editing and deleting branches and articles may affect other branches in the same or other views.

The action bar provides editorial team members with changing options depending on their view, role and the selected tab.

The elements of the action bar for Serviceware Knowledge

	Edit	Edit article
	Delete	Delete article
	Print
	Archivierte Versionen	Manage previous versions of the article
	Save bookmarks	Saved favorites can be opened via the tabs in the start area.
	Rating	Rate the article on a scale from 1 to 5.
	Release	Copy the content to the clipboard or send an email.
	Maximize window / Minimize window	Maximize the window area beyond the navigation menu or restore its original size. You also have the option to move the window boundary between the content area and navigation area manually using the mouse.
	Refresh of the screen
	Transfer content	Transferring content to another user.
	suggestion	Editing proposals. The number of proposals for the article is displayed next to the icon.