What Is Knowledge Management System, Types, Features, Examples & Benefits PDF

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What Is Knowledge Management  System?  (Types, Features, Examples & Benefits)      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 succ...

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

  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  a air, rather Knowledge Management system software options are more e ective 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 

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 

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What are the Examples of Knowledge Management Systems? 

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Benefits of Knowledge Management System 

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The Knowledge Management System is Classified into Three Sections 

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Forms of Knowledge Management System 

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The Top Takeaways For Your Knowledge Management System in 2020 

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Frequently Asked Questions for Knowledge Management System 

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Conclusion 

 

What are the Three Major Types of Knowledge  Management Systems? 

  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 

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 

 

Customer care  With the knowledge management system in your company, customers can refer to an  FAQ section or help section and solve their queries through tacit knowledge transfer. 

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 sta 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 knowledge  management systems, one can conclude answer quickly with a pre-defined solution  without extra e orts, 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 

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 refer to your  company’s Bible whenever needed.   

Instant search  With knowledge 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 o ces 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-e 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 

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? 

  Examples of knowledge management system and tools for sharing tacit knowledge  using best practices include: 

Feedback form:     ●

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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 sta and o ce  sta 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 

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 di 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 e 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  ●

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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 identify 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)   > The FAQ is a section where a list of frequently asked questions (FAQs) are addressed  with answers on that particular topic. FAQ is also known as Questions and Answers  [Q&A] or Frequently Answered Questions. The tools used are similar to content  management systems.   

The purpose of an FAQ is 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  > 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.   

Instructional videos  > 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.   

Forms of Knowledge Management System 

  When considering e 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-driven 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. It enables your  business to get more e ciency in combining, managing, and obtaining insight from  your data, in your knowledge base assets.  ● Data capture  

 

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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   

Automated document and classification solutions  By using a variety of machine learning algorithms with automated document  classification tools, one can easily classify and separate your documents to support a  variety of business needs including customer service, compliance, discovery and data  management for your knowledge management system software.   

Document, content and imagine solutions  Your knowledge management system software divides your data into two divisions,  knowledge sharing from content and knowledge sharing from images, understanding  few steps is easy when they are illustrated in image form. Both types are documented  systematically.   

Secure file sharing  Secure file sharing is the process of sharing files securely and privately. It enables  sharing files between di erent 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 "Enterprise search" 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.    

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  e 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 e 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 e ect,  creates an "intelligence" 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...