Overview
Serviceware Knowledge is the knowledge management tool of the Serviceware platform. Serviceware Knowledge manages the knowledge in your company in a central database.
Serviceware Knowledge is a cloud-based solution. Administration, editing and usage are carried out through your web browser. The latest stable versions of each of the following are supported:
- Microsoft Edge
- Google Chrome
- Mozilla Firefox (ESR - Extended Support Release)
Knowledge-Integrator provides a plug-in for Google Chrome and Microsoft Edge.
Knowledge-App makes it easier to use on mobile devices. Widgets are also available for mobile use, which can be integrated into the Serviceware Portal as well as into any website.
Tip: We strongly recommend that you attend a training session before implementing Serviceware Knowledge. You will learn here how to systematically create and maintain the content in your knowledge management system.
Tip: Training courses on the introduction of Knowledge and working with Knowledge are available at the Serviceware training center. Contact your Customer Manager.
The editors fill the knowledge management system with content such as texts, files and contacts. The content is shown in the form of a tree made up of branches with content in the form of articles. To be found through the tree or the search function, content must be assigned to one or more branches. 
You can search, filter and read information via the web client on your desktop or laptop, and via Serviceware Portal or mobile app on tablet or cell phone. The content and menu items you see in Serviceware Knowledge are displayed to you based on two factors:
- Your View: You can be a member of different user groups – depending on your department, interest, or area of expertise. This assignment determines the information you see. Views are assigned by the administration. You have the option to show or hide the views assigned to you using the drop-down list. Each view has a color assigned to it, which will help you know which view a text belongs to and which view you are in as you work with Knowledge.
- Your Role: You can execute different roles within Serviceware Knowledge. As consumers, you may be in the readers, editorial or administration group. How many roles are defined depends on your company structure - for example, the editors may comprise multiple roles. A user can be assigned to multiple roles. The following role description may be used as an example and may be different in your company.
- The consumer is allowed to find and read existing information in Knowledge. To find the information, tabs with various personal contents, the tree as well as search and filter functions are available in the start menu. You can also read messages and view contact information linked in text. If the lexicon function is enabled, lexicon articles can also be viewed and searched. As well as Knowledge pages, information may also be in Word, Excel and PDF files stored in Serviceware Knowledge.
- As an editorial team member, you can create texts, lexicon articles, messages and files and structure them with tags and categories. They can edit the tree and upload files via file management. Editors additionally see tabs for managing versions and article runtimes. They can also evaluate article ratings, edit suggestions and read reports.
- Administration team members can also make settings, manage users, views and roles, and create and view reports. They can also manage widgets.
- The consumer is allowed to find and read existing information in Knowledge. To find the information, tabs with various personal contents, the tree as well as search and filter functions are available in the start menu. You can also read messages and view contact information linked in text. If the lexicon function is enabled, lexicon articles can also be viewed and searched. As well as Knowledge pages, information may also be in Word, Excel and PDF files stored in Serviceware Knowledge.