Knowledge Management

Manage all your knowledge from a single, central knowledge base.

A single source of truth for your knowledge

In today's tech-savvy landscape, businesses are adopting an array of tools like CRM, ERM, ERP, chat, and messaging platforms. However, this data explosion often leads to a significant challenge – organizing and managing the wealth of information generated. With our knowledge management solution, supported by AI, you can effortlessly maintain a centralized knowledge database.

The benefits are plenty:

  • Consistent and high-quality information delivered across all channels.
  • Valuable time saved by your staff when searching for answers or addressing inquiries. 
  • Your organization's knowledge continuity is safeguarded, even in the absence of employees or when they move on.
  • Connect departmental data for valuable insights and company-wide smart workflows.
Reduce average handling time by 20%
Increase first contact resolution rate by 25%
Increase customer satisfaction by 30%

Use Cases for Knowledge Management

Customer Service

  • Lightning fast and effortless: Handle service center knowledge swiftly and effortlessly.

  • No more searching – just finding: Your agents' go-to source for answers - simple to locate and constantly updated.

  • Boost your service KPIs: Transform your agents into customer champions and send your service metrics soaring.



  • Foundation of information: A knowledge base serves as the foundational source of information and data that a chatbot relies upon to provide responses.
  • Consistency: With a knowledge base, a chatbot can ensure that its responses are consistent across all user interactions. 
  • Scalability: As the knowledge base grows and evolves, the chatbot can adapt and continue to provide accurate and up-to-date information to users.

Field Service

  • Knowledge on the go: Our mobile apps make sure your knowledge is available everywhere.

  • Reliable info for your field heroes: Manage knowledge in one central hub, so your field service teams always have trustworthy information at their fingertips.

  • On-the-spot customer support: Your team can step in and tackle issues right then and there, delighting customers with speedy resolutions.


  • Simplified development sprints: Your IT and Development teams can effortlessly keep all their documents in one organized hub, making project management a breeze.

  • Trouble-busting solutions: Ensure everyone has the tools to swiftly tackle your IT challenges. 

  • Ticket troubles gone: Easily streamline your actions by integrating your knowledge into helpdesk tools like Freshdesk or Zendesk.


  • Seamless onboarding: Provide new team members with top-notch training materials and all the info they need to hit the ground running.

  • Security first for HR: Safeguard sensitive HR data and documents in our certified, ultra-secure data centers.

  • Find the right contacts, right away: Find the right people to contact when you need help or expertise.

Marketing and Sales

  • Your all-in-one sales hub: Keep all your essential sales info in one place – ready to share.

  • Speed up your path to profits: Unite your sales and marketing squads to create compelling, sales-boosting content.

  • Sales pitches made easy: Access all your top-notch sales resources in a snap, ensuring you're pitch-perfect and ready to seal the deal in no time.

Added value

Get the most out of your knowledge base

Robust AI capabilities: Create and manage content, generate personalized replies to queries quickly, and anticipate customer needs by providing answers before they even arrive at the service desk.

Provide your knowledge via the many app integration, browser extension, and widget options.

Take knowledge everywhere with our mobile app. Available for iOS and Android devices.

See which content is highly frequented or ranks poorly with our pre-configured and customizable reports. Export reports for further analysis.

AI makes knowledge management easy

Let AI get repetitive and bulk tasks out of the way so your team can focus on more meaningful work and interactions. Get more done in less time, and enjoy doing it.

Content creation and quality control

Generative AI helps create knowledge articles and keep them organized, ensures quality, and keeps the knowledge base consistent.

Reduce tickets

AI answers questions typed into a contact form, before the message is sent to a service agent.

Generate responses

Generative AI assists service agents composing individual responses in natural language to incoming service requests, based on texts from your knowledge base.

Smart search

Smart search looks beyond exact-matching keywords to find synonyms and related content that matches the search intent.

Serviceware Case Studies

Knowledge management software in practice

“Mapping knowledge in a more context-dependent manner in the central application not only simplifies our employees' daily work, but also helps our customers to receive answers and information even more quickly."

Silke Hauser
Head of Information and Communication Solutions Department

Read Case Study

"What we have put together under the title 'Scaling of Knowledge' in just a few months is absolutely worth looking at and, in many respects, unique."

Nicolai Hardt
Head of Digitalization and Development, Commerz Direktservice GmbH

Read Case Study

“On average, each employee accesses the knowledge database 30 to 40 times a day. Via Serviceware Knowledge, they find the answers to most questions on their own. And the most important thing: they find them immediately. Because knowledge management is always available.”

Anja Bischof
Knowledge Management, BGV

Read Case Study
Deutsche Post, DHL Logo.
Commerz Direktservice

Free trial

Why choose Serviceware

  • Quick start

Just kick off with a trial version and give it a try. When you go live, simply continue where you left off in the trial. If needed, use our workshops and quick start packages for a straightforward rollout.

  • Seamless operation

As your software as a service vendor, we manage all aspects of your system administration. We ensure seamless operation by delivering outstanding performance, airtight data protection, and a constant stream of new features.

  • Many integration capabilities

Integrate Serviceware Knowledge into your established standard systems. Use your knowledge base in your CRM, e-commerce system or customer support ticket management.

Knowledge Management Resources