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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.
Suggestions
Each user can submit suggestions for texts. This enables editors to receive suggestions on how to improve content quickly.

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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Suggestions

Each user can submit suggestions for texts. This enables editors to receive suggestions on how to improve content quickly.

Tip: The possibility to create text suggestions depends on whether the function has been released by the Knowledge administration.

Editorial team members can add suggestions or edit existing ones using the Suggestion icon in the action bar. If open suggestions exist, the number of open suggestions is displayed next to the Suggestion icon.

Screenshot: Change dialog


(1)	Button to open the suggestion dialog.	(2)	Input fields for suggestions
(3)	History of suggestions for the current text	(4)	Open and close the history display
(5)	Closing the dialog with or without saving	(6)	Changing the size of the dialog

Search suggestions

All suggestions that can be edited by the user are accessible in the Suggestions tab in the Start area of the start menu. This includes all suggestions for Texts for which the user has write permission, as well as their own suggestions.

Suggestions must have the status Open or In progress. Suggestions with the status Closed can no longer be edited.

Switch to Start > Suggestions via the navigation menu.
You will receive a content list with all suggestions of texts that you can edit.
Select a text. You have several options to find suggestions in an extensive list:
- Use the filter function.
- Sort the content list by status.
- Search the list using keywords.
Select the desired text.