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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.
Tree
The tree structure consists of branches and sub-branches. The branching of the tree is freely selectable.

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.
Deutsche Version

Tree

The tree structure consists of branches and sub-branches. The branching of the tree is freely selectable.


(1)	Tree	(2)	1st level of the tree
(3)	Branch	(4)	Sub-branch

Editing the tree is activated via the context menu of the tree elements. Select an element with the right mouse button and choose Enable edit mode first. The tree can now be edited. Areas of the tree for which you do not have write permissions are grayed out.

Branches can be added or moved on the same level using Drag and drop. To edit elements in the tree, call the context menu of the branch in each case.

Tip: We recommend a maximum of 6 levels horizontally and 10 branches per level below each other for the design of the tree.

The views in which the selected branch is available are shown through color highlighting, so you can see which areas will be affected by a change.

For a better overview, the elements of the path that are currently active are highlighted in color. The most recently edited elements are shaded in grey, invalid branches are marked in color with a dashed line.

Screenshot: Editing mode of the tree


(1)	Edit branch via right mouse click on a tree element	(2)	Edited branch
(3)	Context menu	(4)	The views in which the branches are available are shown through color highlighting.
(5)	Move branches using Drag and drop

In the context menu, you have the following options:

Add texts or link existing texts via a dialog
Add sub-branches
Edit branches and their titles or delete branches
Cut or copy branches or texts and paste them elsewhere
update the tree

End the editing of the tree via the context menu.