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Serviceware Knowledge
Find out about the use, editing and administration of Serviceware Knowledge!
Technical information
In this section you will find helpful information for your software.
Glossary
In the following sections, we introduce you to important terms that are important for understanding the Serviceware platform.
Flow

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.
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!
- 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 Serviceware Knowledge
  After log in to Serviceware Knowledge, the pinboard is opened.
- Content creation by the editorial team
  How the editorial team populate the knowledge management system with content is described in the following sections.
- Administration of Serviceware Knowledge
  After logging into Serviceware Knowledge, you will firstly be taken to the pinboard.
- Knowledge-App
  The mobile app for Serviceware Knowledge enables read-only access to all texts 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.
- Knowledge Basic Reporting
  Knowledge Basic Reporting Provides ratings for using Serviceware Knowledge.
- FAQ
  We have put together some frequently asked questions about installing, configuring or using Serviceware Knowledge.
- Technical information
  In this section you will find helpful information for your software.
  - Glossary
    In the following sections, we introduce you to important terms that are important for understanding the Serviceware platform.
    - Administrator
    - Agent
    - View
    - Consumer
    - Branch
      The branch is an element of the tree.
    - Author
    - Tree
      In Serviceware Knowledge, all the texts are organized in a tree.
    - User
    - User menu
    - Breadcrumb navigation
      Navigation which represents the path to the current content and allows for navigation to the parent elements.
    - CORS
    - Filters
    - Flow
    - Intent recognition
    - Question Answering
    - Serviceware Flows
    - Serviceware Solution Bot
    - GPT - generative pre-trained transformators
    - Categories
    - Knowledge Basic Reporting
    - Knowledge-Integrator
    - Knowledge-App
    - Contact
    - Lexicon
      In the lexicon, terms can be defined and synonyms can be specified in Serviceware Knowledge.
    - Pin board
    - Placeholders
    - Prompt
    - Editors
    - Editing wizard
    - Role
    - Serviceware Knowledge
    - Serviceware Notifications
    - Serviceware Portal
    - Serviceware Processes
    - Tags
      Tags serve as extended information on Serviceware Knowledge texts in order to assign a certain context to them.
    - Responsible user
    - Widgets
      Widgets allow users to access Serviceware applications from mobile devices.
    - Knowledge article
    - Knowledge Management
    - WYSiWYG Editor
      What You See Is What You Get means that the editor of a document is shown the content on the screen during editing in the same way as the user is shown when it is output via another device.
  - Release notes Serviceware Knowledge 5.64
    Read what innovations there are in Serviceware Knowledge 5.64.
  - Release notes Knowledge-Integrator 4.17
    See the following sections for the latest news about Knowledge-Integrator.
  - Password Rules
    You need a password to access Serviceware Knowledge.
  - Permissions
    A listing of all permissions and the default setting in a default installation of Serviceware Knowledge is provided below.
  - Filter in Serviceware Knowledge
    The following filters can be set by the administrator in for searching in 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.
Deutsche Version

Flow

A flow is a defined chat in accordance with the BPMN standard. A flow is used to map the course of a chat conversation for a defined topic. Each project always includes a start flow and a fallback flow in case the intent recognition fails, i.e. no suitable flow could be found for the chat request, as well as any additional flows for the services you want to cover.

Tip: It is a good idea to create the flows in a modular way, i.e. to map each service in a separate flow and to link the flows as needed. This simplifies subsequent adjustments to individual flows and allows you to analyze and optimize each flow individually.