Home
Serviceware Knowledge
Find out about the use, editing and administration of Serviceware Knowledge!
Using Serviceware Knowledge
After log in to Serviceware Knowledge, the pinboard is opened.
Start area
In addition to the pinboard, the start menu gives you quick access to information that has been compiled for you personally and is often viewed.

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.
  - User menu
    Every user can make personal settings to his view of Serviceware Knowledge in the user menu.
  - Start area
    In addition to the pinboard, the start menu gives you quick access to information that has been compiled for you personally and is often viewed.
  - Views
    Editors use views to filter which information is displayed to which user in the tree.
  - Tree
    The available knowledge is arranged in a tree.
  - Search function
    The search function helps you find relevant content when navigation via the tree is not useful.
  - Filter function
    Serviceware Knowledge has the possibility to filter result lists.
  - Messages
    Within Serviceware Knowledge it is possible to send messages and thus draw attention to texts, for example.
  - Contacts
    As a consumer, you can view contacts created in your Serviceware Knowledge.
  - Content list
    In all tabs, the content list is located in the left-hand side of the screen.
  - Content pages
  - Flow support
    You can find out how to conduct conversations with the support of Serviceware Flows in the following section.
  - Lexicon
    The lexicon provides you with definitions of terms specified for your field of knowledge.
  - Suggestions
    Users have the option of submitting suggestions for texts. Thus, editorial team members receive suggestions for improving content quickly.
  - Rate texts
    Create ratings for views in Serviceware Knowledge.
- 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.
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

Start area

In addition to the pinboard, the start menu gives you quick access to information that has been compiled for you personally and is often viewed.

The information is organized in tabs.

Viewing and selecting your personal pinboard

Each user sees the pinboard assigned to his user group in the start area.

If you have been assigned to several user groups, you can choose which pinboard is shown to you as the start pinboard.

Screenshot: Selecting the pinboard in the Start menu

Open your pinboard via Start > pinboard.
Select the title of the pinboard.
Select a pinboard from the drop-down list.

Tabs

Tabs give you access to information that you have personally compiled and collected. You can choose which sources are displayed to you in the form of tabs in the Settings under user.

Each of the displayed lists in the tabs have Search and Filter functions.


Lexicon	The lexicon contains general terms and their synonyms in your knowledge area. The synonyms can then be applied in the search. All lexicon entries that have been stored in the system can only be found here. Note: The lexicon must be enabled in the system settings and the user must have the permission. You will not be able to see the Lexicon tab until then.
Suggestions	Editors can see suggestions for their texts here. Consumers see their own suggestions.
Bookmarks	The list of knowledge articles you have bookmarked is provided here.
History	You will see the text you viewed last in descending order.
Contacts

Notes

You have the option to create and save personal notes in Serviceware Knowledge.

Saved notes are retained regardless of a language change or a restart of Serviceware Knowledge. The notes can only be viewed by you.

Screenshot: Creating notes in the start menu