Serviceware Platform

Serviceware Knowledge

The knowledge management tool that lets users find knowledge faster by putting it where they need it, when they need it. 

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Features for the knowledge editor

AI-powered editorial assistant

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.

WYSIWYG editor

Manage your knowledge tree directly in the user interface. Simply drag and drop knowledge elements and documents to customize your structure.

Powerful permissions and role management

Thanks to an approval workflow and rights management, teams and customers always see only verified and relevant content that is useful for their work.

Templates

Select from a number of configurable templates to speed up your content creation or create your own templates for later use.

Suggestions & feedback

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.

File management

Images, Word documents, PDFs and more. Have all your files available at your fingertips.

Validity, archiving & versioning 

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. 

Approval

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.

Experts & contacts

Add and manage relevant contacts in the experts and contacts directory. Find contact information via the Serviceware Knowledge search. 

Features for the user

Knowledge tree

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 search

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 support for the service agent

AI helps finds answers to customer queries and generates responses in natural language. 

Put AI to work

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

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.

Generate responses

Generative AI assists service agents in composing individual responses 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.

Easily share knowledge

In a customer portal and on your website

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.

While chatting with your customers

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.

Via e-mail or messenger

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.

Integrations and compatibility

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.

  • Browser extension

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.

  • HTML embed on your website

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.


Data and Security

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. It is possible to connect on premises systems to AI functionality in the cloud, resulting in hybrid setups. 

Pricing

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.

Try all features for free with our 30-day trial →

 

Business

€ 9 per user/month

Professional

Request pricing

Enterprise

Request pricing

Smart tree
Views5unlimitedunlimited
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)  

What's included

Business

€ 9 per user/month

Professional

Request pricing

Enterprise

Request pricing

Smart tree

Views

5

Unlimited

Unlimited

Contacts

Ratings

Archiving

Versioning

Templates

Dictionary

Intelligent search

Full-Text Search

Drill-Down/Facets

Auto Suggest

Self-Learning Search

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 & 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)

Request pricing for your project

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.