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Serviceware Knowledge
Find out about the use, editing and administration of 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.

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.
  - 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.
  - Texts
    Text contains not only a text with attachments, but also some parameters that allow easy retrieval.
  - Categories
    With the help of categories, knowledge content in Serviceware Knowledge can be searched and filtered according to various topics and thus structured.
  - Templates
    Templates facilitate the creation and standardization 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.
  - Lexicon
    Lexicon entries describe terms and their synonyms that have been defined within the company.
  - Placeholders
    As aAdministrator, you can insert placeholders into Knowledge texts.
  - Messages
    Messages can be created by editors when saving texts, as well as separately.
  - Suggestions
    Each user can submit suggestions for texts. This enables editors to receive suggestions on how to improve content quickly.
  - Approval of articles and branches
    The publication of texts may be subject to approval by one or more other members of the editorial team.
  - File management
    File management allows you to manage external files that have been linked in Serviceware Knowledge.
  - Content creation assistant
    The content creation assistant supports editors in creating content by searching for text elements that deal with a similar topic.
  - Ratings
    As an member of the editorial team, you can analyze the other users' texts ratings.
  - How to: Create texts
    Certain things need to be taken into account when writing an text so that the text 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.
  - How-To: Creating or editing Knowledge content with the GPT extension
    Proceed as follows to create content with the GPT extension.
- 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.
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Content creation by the editorial team

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

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

All users are assigned views based on their affiliation to one or more user groups. Additionally, writing permissions and editorial responsibilities can be assigned to branches and texts. Users have the option to select one, several, or all views assigned to them. If several views are selected, the information is displayed in a comprehensive manner.

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

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

The elements of the action bar for Serviceware Knowledge

	Edit	Editing texts
	Delete	Deleting texts
	Print
	Archived versions	Managing previous versions of the texts
	Save bookmark	Saved bookmarks may be opened via the tabs in the start area.
	Rating	Rate the text on a scale from 1 to 5.
	Share	Copy the content to the clipboard or send an email.
	Maximize / Minimize	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 suggestions. The number of suggestions for the text is displayed next to the icon.