Create, translate and categorize knowledge content quickly and easily with the Content Creation Assistant. The assistant allows you to identify redundancies and missing links between articles, and edit text modules that appear in several places simultaneously.
Manage your knowledge tree directly in the user interface. Simply drag and drop knowledge elements and documents to customize your structure.
Thanks to an approval workflow and rights management, teams and customers always see only verified and relevant content that is useful for their work.
Select from a number of configurable templates to speed up your content creation or create your own templates for later use.
Serviceware Knowledge allows users to add suggestions to existing knowledge. Editors are informed automatically. They can respond to the feedback and are able to communicate changes to the team or specific user groups quickly.
Images, Word documents, PDFs and more. Have all your files available at your fingertips.
Serviceware Knowledge manages your content based on validities. Knowledge can go live or expire on specific dates. Our powerful archiving and versioning features meet the requirements to be auditable. It also allows you to restore earlier versions, just in case.
Quality Management (QM) in Serviceware Knowledge ensures knowledge is approved before publishing. This allows you to let multiple people work on content while ensuring that only approved information is being published.
Add and manage relevant contacts in the experts and contacts directory. Find contact information via the Serviceware Knowledge search.
The click-through-tree allows easy and fast browsing through your organization's knowledge. User groups only display knowledge relevant to the right people.
Smart algorithms that learn will improve your search. Find knowledge faster with automatic suggestions. Synonyms help you find knowledge you haven't searched for yet. Search results are dynamically displayed according to relevance and can be further narrowed down using filters.
AI helps finds answers to customer queries and generates responses in natural language.
Generative AI helps create knowledge articles and keep them organized, ensures quality, and keeps the knowledge base consistent.
Your knowledge base serves as the repository for AI to answer questions typed into a contact form, before the message is sent to a service agent.
Generative AI assists service agents in composing individual responses to incoming service requests, based on texts from your knowledge base.
Smart search looks beyond exact-matching keywords to find synonyms and related content that matches the search intent.
Provide answers to common questions in FAQ widgets on your website or in a portal. Or - better yet - add an option to your browser's context menu to display search results from your knowledge base.
Use your knowledge base content as the basis for an AI-assisted chatbot. Offer fast answers to your customer's queries and lighten the workload of your service team.
Send messages to a specific group or your whole team in your Serviceware Knowledge environment. You can track who has read messages and who has not. Additionally, you can send messages via e-mail, prioritize them and assign a validity date.
Serviceware Knowledge works with a multitude of applications. Furthermore, you can connect your knowledge base to our solutions for ITSM, HR service managment and customer service management. Or set up a chatbot that provides answers using the information in your knowledge base.
Install the Knowledge Integrator browser extension to access your content from Serviceware Knowledge in any web application. Whether you're working in your e-mail app, your customer relationship management system (CRM), your enterprise resource planning (ERP) tool or even your HR portal - your knowledge base is always there in a slide-out sidebar. The Integrator works in Chrome and Edge browsers and is available in English and German.
Easily configure customized widgets to embed content from Serviceware Knowledge on your website, whether its a search widget, a tree structure or entire pieces of text.
Our SaaS solution guarantees the following security measures
The Serviceware Knowledge server is located at an accredited German data center with an independent, uninterruptible power supply that uses diesel generators. Services include redundant uplinks, restricted access control, video-surveillance, intrusion detection connected to an on-site security center, fire detection & argon extinction, evacuation, and much more.
AI requires data processing in the cloud
AI features and components require data processing in the cloud; either Private Cloud and/or AWS and/or Azure. Data Processing always happens in the EU region.
Our packages always include a consultation with a Serviceware Knowledge expert, an initial training program for your team, access to an in-depth Help center, as well as the Serviceware Support Portal.
Additionally, we offer specialized training programs which can be booked any time, at our training centers, or your offices. As a valued Serviceware customer you'll be the first to hear about software updates, new features, events, live webinars, and more.
Business | Professional | Enterprise | |
|---|---|---|---|
| Smart tree | ✔ | ✔ | ✔ |
| Views | 5 | unlimited | unlimited |
| Contacts | ✔ | ✔ | ✔ |
| Ratings | ✔ | ✔ | ✔ |
| Archiving | ✔ | ✔ | ✔ |
| Versioning | ✔ | ✔ | ✔ |
| Templates | ✔ | ✔ | ✔ |
| Dictionary | ✔ | ✔ | |
| Intelligent Search | |||
| Full-text search | ✔ | ✔ | ✔ |
| Drill-down/Facets | ✔ | ✔ | ✔ |
| Auto-suggest | ✔ | ✔ | ✔ |
| Self-learning | ✔ | ✔ | ✔ |
| Document search | ✔ | ✔ | ✔ |
| Synonym search | ✔ | ✔ | |
| External sources | ✔ | ||
| Artificial intelligence | |||
| Automatic structuring and classification of content | ✔ | ||
| GPT-based creation and editing of content | ✔ | ||
| GPT-based response generation | ✔ | ||
| Rights and Roles | |||
| Standard roles | ✔ | ✔ | ✔ |
| Custom roles | ✔ | ||
| Messaging | |||
| Message inbox | ✔ | ✔ | ✔ |
| Push notifications | ✔ | ✔ | ✔ |
| Workflows | |||
| Suggestions | ✔ | ✔ | ✔ |
| Validities | ✔ | ✔ | ✔ |
| Approval | ✔ | ✔ | |
| Reporting | |||
| Standard reports | ✔ | ✔ | |
| Custom reports | ✔ | ||
| Personalization | |||
| Standard themes | ✔ | ✔ | ✔ |
| Custom themes | ✔ | ||
| Mobile app - iOS / Android | ✔ | ✔ | |
| Integrations | |||
| Knowledge Integrator | ✔ | ✔ | |
| Knowledge widgets | ✔ | ||
| Chatbot integration | ✔ | ||
| Infrastructure | |||
| Data security (Certified data center in Germany) | ✔ | ✔ | ✔ |
| Extended support with dedicated SLA | ✔ | ✔ | |
| Multiple tenants | ✔ | ||
| Optional on-premises hosting | ✔ | ||
| Active Directory and Single Sign-On (SAML 2.0, Just in Time Provisioning) | ✔ |
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Self-Learning Search
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Document Search
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Synonym Search
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External Sources
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Automatic structuring and classification of content
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GPT-based creation and editing of content
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GPT-based response generation
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Standard roles
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Custom roles
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Message Inbox
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Push notifications
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Suggestions
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Validities
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Approval
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Standard reports
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Standard themes
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Custom themes
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Knowledge Integrator
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Knowledge widgets
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Chatbot integration
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Data security (Certified data center in Germany)
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Extended support with dedicated SLA
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Multiple tenants
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Optional on-premises hosting
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Active Directory and Single Sign-On (SAML 2.0, Just in Time Provisioning)
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We can be flexible. Let us know your specific requirements and we'll create a tailored package that meets your needs and fits your budget.
