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Title: What Is Knowledge Management System? (Types, Features, Examples & Benefits)


1
What Is Knowledge Management System? (Types,
Features, Examples Benefits)
Answer Businesses are becoming
hyper-competitive these days. All that is
mandatory to succeed is to be followed by
default. A knowledge management system for your
website is a must-have inclusion to achieve
greater success in the customer support
system. Developing a search console of your own
for your website would prove as an expensive
affair, rather Knowled ge M anagement system
software options are more effective and
economical too. You can get these services
starting from as low as 15 per month with
various options as per your need. According to
Ernst Young consulting agency research, by
integrating knowledge management software,
business owners save up to 30 on customer
experience and support. The new product and
knowledge creation cycles become shorter by 20
on average. We hope you are already aware of the
fact that poor knowledge sharing leads to
problems within the company and outside as well.
But what are the benefits of having a km system
to share knowledge? How to take advantage of and
improve the customer experience? Is it important
to make use of information technology for the
people who
2
  • purchase goods or services from you? Let us take
    a look at the major types of a strong customer
    support knowledge management system in place for
    your organization.
  • What are the Three Major Types of Knowledge
    Management Systems?
  • Features of knowledge management system software
  • What are the Examples of Knowledge Management
    Systems?
  • Benefits of Knowledge Management System
  • The Knowledge Management System is Classified
    into Three Sections
  • Forms of Knowledge Management System
  • The Top Takeaways For Your Knowledge Management
    System in 2020
  • Frequently Asked Questions for Knowledge
    Management System
  • Conclusion
  • What are the Three Major Types of Knowledge
    Management Systems?
  • What are the three major types of knowledge ma1
    nagement systems?

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Enterprise knowledge management systems
Knowledge-base work system
Knowledge intelligent techniques
CloudTutorial
1. Enterprise knowledge management systems This
kind of knowledge management resource promotes
lessons learned from past user experience and is
put together to show viewers a birds-eye view of
what has happened and what it means for the
business. Businesses can evaluate past department
performance, the completion of past contracts,
the creation of past
3
products or services, or any other kind of past
experience to look at, what was done and to learn
from it. In fact, some refer to aspects of
enterprise knowledge management systems as
organizational learning. 2. Knowledge-base work
system This refers to a system created in your
organization of collecting all data from your
experiences, putting it into your knowledge base,
data collection is categorized properly to help
all departments to understand standards and
systems within your organization. This is
referred to as a knowledge-based work
system. 3. Knowledge intelligent
techniques Intelligent techniques have endless
potential in knowledge management systems and
tools. Use of artificial intelligence to capture,
discover and measure knowledge content and the
use of expert systems to generate solutions for
dynamic and complex decision -making
problems. Features of knowledge management
system software Features of knowledge management
system software
Intellectua l p roperty Sea rch resu l t
"
Customer care
.
Company expenses
Em ployee train i n g Cost-effective
Customer support cost Insta nt search
Busi ness expa nsion CloudTutorial

Access from any devi ce
Decision- making
'
Customer care With the knowledge management
system in your company, customers can ref er to
an FAQsection or help section and solve their
queries through tacit knowledge transfer.
4
This reduces the number of unsolved queries,
resulting in fewer emails in your inbox, and more
positive reviews on your page. People these days
like to solve their queries on their own and don
't really need explicit knowledge workers in
between. Your knowledge management software will
help achieve customer satisfaction as never
before. Company expenses Companies need a
knowledge management strategy in almost all
sections like production, sales, billing,
accounts, and management. As your support
database increases, clarity of product, sales,
marketing and areas of management gets refined,
your content management system becomes more
in-depth. This leads to no more question marks or
reworks! Customer support costs Customers
receive information from web-based knowledge
management software or FAQs section without any
role of staff involvement. This results in
handsome savings on the part of expertise
employees needed to operate. Decision
-making Data of past experiences help a lot in
making planning for the best out of a KMS, it
helps in understanding the steps taken in the
past to solve a particular problem. Decisions are
being made objectively and not subjectively with
knowled ge management systems , one can conclude
answer quickly with a pre-defined
solution without extra efforts, as clearly
mentioned context in your software for smooth
functionality. Intellectual property When you
collect data from the past and organize it
properly for sharing knowledge within the
organization or with customers, it will be rather
useful. As this is considered an asset of your
organization, with the knowledge management
solution, your company's intellectual property
becomes permanent and ever-evolving, you don 't
need to be dependent on the out-going
employee. Employee training Any new incoming
employees can easily get training and understand
discipline as per their department with the help
of knowledge management systems software. All the
5
references that are clearly mentioned in your
knowledge manager will help a lot. It takes
minimal time for you to train new employees, as
they can ref er to your company's Bible whenever
needed. Instant search With knowled ge
management tools, your customers have the freedom
to search for their query in their own pattern or
habit termed as a Smart Search. The customers, as
well as your support team, have the option to
start the search from any word they want, a
search result exact or around the query will be
fetched to choose from. Access from any
device If you launch a web-based knowledge
management system and tools, your employee
support team or your customers get to access it
from any device or location. By doing this, it
becomes possible for you to seamlessly connect
all your offices or warehouses. Moreover, global
mobile usage and access to the internet is
growing rapidly. Hence, your application and
website should be tablet and mobile-friendly and
responsive. Search result Customers trust the
information they find in a knowledge management
system software since they are predefined by you
as per the guidelines. The customers get a
unified search result for specific queries and
hence, no customer gets misguided or feels
cheated. The tasks of a customer will become easy
and a combination of advantages to both company
and customer will be achieved. Cost-eff
ective Knowledge management systems provide
customer support solutions at a very minimal cost
as compared to heavyweight ticketing systems. As
a business owner, you have the option of
selecting plans as to the size and the needs of
your organization. There is always the
flexibility to increase the bandwidth of your
knowledge management system software as and when
required in most of the plans (user base) to keep
your running expenses lesser. Business
expansion After setting up a knowledge management
system in your company, your management will get
more time to focus on the business expansion
plans. Their energy is not wasted on customer
support or retention as knowledge management
6
systems take care of the same 24 x 7
autonomously. An agent will also gain more
business as he is aware of all knowledge base
software tool practice as a value matter goal to
the firm. What are the Examples of Knowledge
Management Systems? What are the examples of
knowledge management systems?
I 0
I
M'
'.-ii - -
Feed back form
Sha red project fi l es
Resea rch fi l es
  • tgt CloudTutorial
  • Examples of knowledge management system and tools
    for sharing tacit knowledge using best practices
    include
  • Feedback form
  • Customer wherein the data is collected from
    customer feedback using best practices and then
    it is added to the knowledge management system so
    that other customers easily get answers to their
    queries.
  • Employee wherein the data is collected from
    employees about the products or processes
    followed in the organization, which further helps
    other employees and management in understanding,
    organizing and addressing their jobs.
  • Management wherein the data is collected from
    managerial staff and office
  • staff to understand and address all possible
    queries on rights and responsibilities.
  • Shared project files
  • Your team of employees gets to work
    collaboratively on a single project with the help
    of new knowledge management systems in the
    organization. They will have a system

7
  • of information and tacit knowledge sharing that
    allows everyone in the team to upload and comment
    on work performed by other people. This also
    helps you understand the overall progress of the
    project and the projected timeline for diff erent
    interlinked processes.
  • Research files
  • While developing a new product, research your
    competitors and conduct focus groups to find out
    what is needed in your product or market niche.
    This information is entered into an eff ective
    knowledge management system database that
    contains objective information on product
    development, projected sales, potential and
    indicates what assets and processes the company
    has in place, which can be used to meet this
    sales potential, improve customer experience,
    fill gaps within the market using knowledge
    management systems.
  • Benefits of Knowledge Management System
  • When you include answers to common questions in
    the support system, your team can focus on
    hunting down explicit knowledge systems to the
    possible new questions they may have not included
    before.
  • Track the impact and usage of your knowledge
    base. It's not enough to create
  • articles and hope they help your customers and
    employees. Use the built-in reporting dashboard
    to measure the impact of your pages and improve
    your knowledge base.
  • Track usage data of customers and their feedback
    on your knowledge base
  • articles, so you can improve your help
    documentation from time to time. Sharing,
    protecting and developing key knowledge assets
    will help achieve a good knowledge bank
  • In addition to this, track search analytics to
    learn what customers are looking
  • for and identif y gaps in your knowledge base.
    Then, use those insights to create missing
    content and improve your knowledge base into a
    more comprehensive customer service resource -for
    customers and your team members.
  • The Knowledge Management System is Classified
    into Three Sections
  • Frequently asked questions (FAQ)
  • gt The FAQis a section where a list of frequently
    asked questions (FAQs) are addressed with
    answers on that particular topic. FAQis also
    known as Questions and Answers QA or
    Frequently Answered Questions. The tools used are
    similar to content management systems.

8
The purpose of an FAQis generally to provide
information on frequently asked questions or
concerns however, the format is a useful means
in organizing information and text consisting of
questions and their answers. A user forum gt
This is the main place where users come to seek
help, make announcements, share resources, get
relevant knowledge and discuss issues relevant to
the product or services. Whether looking to
troubleshoot an issue, share some good news,
connect with other users, or ask questions, the
User Forum is the best place to get interactive
feedback from other users and developers. Instru
ctional videos gt Whether you need to demonstrate
a technical process, an online class or teach
your friend how to use, Instructional video is a
great way to get the job done perfectly. Micro
videos are short instructional videos that focus
on teaching a single, niche topic. They're
usually less than a minute long and appeal to
today's media consumers, who have short attention
spans. A Tutorial video is the go-to
instructional method for teaching a process or
walking through the steps needed to complete a
task These videos leverage multiple instructional
methods, such as direct instruction, follow-along
type guidance, quizzing or interactive elements.
Sometimes referred to as how to make your
own. Training videos are designed to improve
employees' work skills. Training videos leverage
multiple instructional, such as direct
instructions, follow-along type guidance,
quizzing, and interactive elements. Lecture and
presentation videos A recording of a lecture or
presentation is made available for the audience
to consume or review after the event is over and
is then stored as a reference tutorial for people
to watch later as a knowledge base.
9
Forms of Knowledge Management System Forms of
knowledge management system
0 Process -dr iven applications 0 Automated data
integration
0
Integration of enterprise search
0 Secure file sharing
e Optical character recognition
0 Workflow solutions
e
e OJ Q
Purpose-built databases
Business intelligence
e
Content lifecycle management systems
Social analytics and engagement solutions
e
Automated document and classification solutions
Document, content and imagine solutions
tgt
CloudTutorial
  • When considering eff ective knowledge management,
    one must assess a variety of other factors and
    find the most beneficial form for knowledge.
  • Knowledge management can exist in many forms,
    including
  • Process-d riven applications
  • A software application that is designed by
    underlying processes or according to the
    workflow. where the process can be captured and
    reused. The logic of any application can be
    gathered into a flowchart to represent the
    logical process of execution.
  • Automated data integration
  • This is a solution that eliminates the need for
    time-consuming activity of data entry. It also
    secures information from error-prone manual
    processes. Itenables your business to get more
    efficiency in combining, managing, and obtaining
    insight from your data, in your knowledge base
    assets.
  • Data capture

10
  • Reduces handling of physical paper
  • Speeds the capture of electronic documents
  • Eliminates manual data entry
  • Maintains Accuracy
  • Easy retrieval of information
  • Workflow solutions
  • A workflow solution is designed to optimize your
    business processes. It does this by standardizing
    everyday predictable workplace activities as
    'workflows'. Workflow solutions are used to both
    streamline business processes as well as automate
    them in your knowledge base.
  • Purpose-built databases
  • Enable your businesses to create scalable,
    high-performing, and functional backend
    infrastructures to power your application.
    Addressing each use case with the most
    appropriate component. With this approach, one
    can build a similar architecture with your own
    resources for your knowledge management system
    software
  • Content lifecycle management systems
  • This tackles the development of your content.
    It's a coordination of how a project will be
    processed. After overseeing initial phases of
    content ideas, your knowledge management system
    developer will help design your content lifecycle

11
Secure file sharing Secure file sharing is the
process of sharing files securely and privately.
Itenables sharing files between different users
in your organizations confidentially and/or
within a protected mode. Secure file sharing is
also known as protected file sharing. Optical
character recognition Optical character
recognition or optical character reader is the
electronic or mechanical conversion of images to
text, it also converts handwritten or printed
text into machine-encoded text, whether from a
scanned document, a photo of a document, a
scene-photo or from subtitle text superimposed on
an image it can recognize text and converts it to
a document Social analytics and engagement
solutions Social media analytics are people who
gather and analyze data from social networks such
as Facebook, Instagram, and Twitter. These
services are commonly used by marketers to track
online conversations about products or companies
and improve their product/services on that data
collected. They also monitor customer engagement
on their website, collect data and improve
content to reduce bounce rate. Integration of
enterprise search The term 11 Enterprise search
11 is used to describe the software of search
information within an enterprise. Enterprise
search systems index data and documents from a
variety of sources such as file systems,
intranets, document management systems, e-mail,
and databases. Integration of this type of search
in your organization is done easily through
knowledge management system Software Business
intelligence Business intelligence includes the
strategies and technologies that enterprises use
for analyzing data. You get historical, current,
and predictive views of various business
operations by using business intelligence for
your knowledge and content management software.
Business intelligence technologies comprise
reporting, online analytical processing, data
mining, process mining, business performance
management, benchmarking, text mining, predictive
analytics, and prescriptive analytics.
12
Business intelligence is built to help one easily
handle large amounts of data for identifying,
developing, and creating new business
opportunities strategically. This helps to easily
interpret big data. By identifying new
opportunities and implementing eff ective
strategies, your business will get an upper hand
in this competitive market. Enterprises use
business intelligence for supporting a wide range
of business decisions ranging from operational to
strategic. Basic decisions include product
positioning or pricing. Strategic ones involve
priorities, goals, and directions at the broadest
level. However, BI is most eff ective when it
combines data derived from the market in which a
company operates (external data) with data from
company sources internal to the business such as
financial and operations data (internal data).
When combined, external and internal data can
provide a complete picture which, in effect,
creates an 11 intelligence 11 that cannot be
derived from any singular set of data.
The Top Takeaways For Your Knowledge Management
System in 2020 1. Search engine One of the most
important features for any knowledge management
system is to have a search engine. In knowledge
management tools, one must have a separate engine
similar to web browsers like Google or Bing. We
have noticed that with time, the knowledge base
of your company becomes bigger and bigger as you
update it with new information . Hence, a smart
search is a must to browse easily. 2.
Simple Enterprise knowledge management systems
need to be simple in every possible way, except
for the amount of valuable information they hold.
It should be easy to implement, set up and
access. A knowledge base is usually located on a
business website and it needs to be implemented
or updated quickly. This helps in reducing the
website's downtime to a minimum and ensure
regular operations. 3. Flexibility and
accessibility Your knowledge base should not have
limitations . Anyone who wants to access it
should be able to do so. The biggest problem
businesses faced in the past was that their
knowledge management systems were optimized only
for certain web browsers or limited only to the
web layout.
13
  • Many businesses put up messages asking people to
    switch to a certain browser in order to use their
    knowledge base, but most visitors will not bother
    to visit and would rather look for information on
    some other website.
  • You must ensure that you are optimizing your
    knowledge management platform for all operating
    systems, including mobile phone users, desktop
    computer users, tablet users and people with
    weaker configuration devices. If you rule out
    some of your customers for any reason, you are
    simply displaying that you don't care for all
    your customers.
  • Customer comment option
  • Despite having a lot of articles and other forms
    of write-ups that are helpful to your visitors,
    you also need to give them tools to share their
    feedback and discuss important topics. Knowledge
    management technologies that off er these things
    to visitors have the ability to add them to their
    list of loyal clientele.
  • A good information hub that is well-written off
    ers relevant data to the visitors and actually
    helps them find solutions to their problems. It
    also has the ability to create a whole community
    around it. If you add a comment section to this,
    you 'll let your visitor voice their opinion.
  • Consumers will be keen to share their
    experiences, talk about their problems, and be
    thankf ul for the help. Additionally, they also
    might add some things you previously haven't
    mentioned and offer new insights that can be
    discussed in the new articles.
  • QA section
  • The comments section is where your readers are
    able to discuss common issues. Similarly, your
    knowledge base should also encompass a QA
    section where you can give them direct answers to
    their questions. Keep this section for you, and
    your readers can engage in direct communication.
  • Besides that, you can share answers to questions
    that were previously asked and off er important
    information to the most common questions that
    people might have about your knowledge itself ,
    and the information in it. For example, including
    instructions on how to use your information hub.
  • Frequently Asked Questions for Knowledge
    Management System
  • What is the role of knowledge management systems?
  • Answer The main role of a KMS is to enable
    organizations in managing their information and
    knowledge in an efficient and eff ective manner.
    Itis useful for acquiring, storing, distributing
    and searching for information whenever needed.
  • What are the three major types of knowledge
    management systems?

14
Answer There are various types of KMS, out of
which three of the major types are as
follows Enterprise knowledge management
systems Knowledge-base work system Knowledge
intelligent techniques 3. What is a knowledge
repository? Answer An online database that works
to capture, organize and update information that
is knowledge-based in a systematic manner. Itis
an integral part of a knowledge management system
and it works on the bases of semantic rules.
Repositories help us address complex data and
place it in such a way that it becomes easy to
understand . Conclusion While structuring growth
for your company, you should approach knowledge
management companies who provide you solutions
for all your knowledge management
needs. Knowledge management technologies are the
most needed inclusion for your company. Followed
by marketing knowledge management tools can make
a remarkable impact on your company's
growth. Your agents will also earn more by using
the application of knowledge management as their
knowledge management practices will keep them
ready with all possible queries a customer may
have.
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