Overview
Serviceware Knowledge is the knowledge management tool of the Serviceware platform. Serviceware Knowledge manages the knowledge in your company in a central database.
Serviceware Knowledge is a cloud-based solution. Administration, editing and usage are
carried out through your web browser. The latest stable versions of each of the
following are supported:
- Microsoft Edge
- Google Chrome
- Mozilla Firefox (ESR - Extended Support Release)
Knowledge-Integrator provides a plug-in for google chrome and microsoft edge.
Knowledge-App makes it easier to use on mobile devices. Widgets are also available for mobile use, which can be integrated into the Serviceware Portal as well as into any website.
Tip: We strongly recommend that you attend a training
session before implementing Serviceware Knowledge. You will learn here how to
systematically create and maintain the content in your knowledge management system.
Tip: Training courses on the introduction
of Knowledge and working with Knowledge
are available at the Serviceware training center. Contact your Customer Manager.
The editorial team populates the knowledge
management system with content such as articles, files and contacts. The content is
shown in the form of a tree
made up of branches with
content in the form of articles. To be found through the tree or the search function,
content must be assigned to one or more tree nodes. You can search, filter and read information via the web client on your
desktop or laptop, and via Serviceware Portal or mobile app on tablet or cell phone.
The content and menu items you see in Serviceware Knowledge are displayed to you
based on two factors:
- Your View: You can be a member of different user groups – depending on your department, interest, or area of expertise. This assignment determines the information you see. Views are assigned by the administration. You have the option to show or hide the views assigned to you using the drop-down list. Each view has a color assigned to it, which will help you know which view a text belongs to and which view you are in as you work with Knowledge.
- Your Role: You can
execute different roles within Serviceware Knowledge. As consumers, you may
be in the readers, editorial or administration group. How many roles are defined
depends on your company structure - for example, the editors may comprise
multiple roles. A user can be assigned to multiple roles. The following role
description may be used as an example and may be different in your company.
- The consumer is allowed to find and read existing information in Knowledge. To find the information, tabs with
various personal contents, the tree as well as search and filter
functions are available in the start menu. You can also read news and
view contact information linked in articles. If the lexicon
function is enabled, lexicon articles can also be viewed and searched.
As well as Knowledge pages, information may also be
in Word, Excel and PDF files stored in Serviceware Knowledge.
- As an editorial team member, you can create texts, lexicon articles,
messages and files and structure them with tags and categories. They can
edit the tree and upload files via file management. Editors additionally
see tabs for managing versions and article runtimes. They can also
evaluate article ratings, edit suggestions and read reports.
- Administration team members can also make settings, manage users, views
and roles, and create and view reports. They can also manage widgets.
- The consumer is allowed to find and read existing information in Knowledge. To find the information, tabs with
various personal contents, the tree as well as search and filter
functions are available in the start menu. You can also read news and
view contact information linked in articles. If the lexicon
function is enabled, lexicon articles can also be viewed and searched.
As well as Knowledge pages, information may also be
in Word, Excel and PDF files stored in Serviceware Knowledge.