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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.
Tree
The available knowledge is arranged in a tree.

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

Tree

The available knowledge is arranged in a tree.

Searching for information using the structure of the tree with branches and sub-branches is particularly useful when the exact content category, and tags are not known.

Navigation in the tree is done using the mouse. Hovering the cursor over a tree node makes the sub-branche become visible. Follow the tree to the information page you are looking for. The path along the selected branches is highlighted in color.

Screenshot: Search via the tree


(1)	Tree icon: Start the navigation	(2)	Arrow right: Branching to sub-branches
(3)	Page icon: At the end of the tree are the texts

On the sub-branches there is content in the form of texts and files. The content is highlighted by means of a page icon.

Screenshot: Search about the tree – Result


(1)	Tree icon - show current path in tree	(2)	One level back
(3)	Path	(4)	Short description with links to further information
(5)	Content page	(6)	Moving the field border using the mouse

Close the tree via the tree icon above the content list. Navigate back one level in the tree structure by selecting the left arrow below the Tree icon using the mouse.