eGain Knowledge Academy | Knowledge Insights & Best Practice

This is the first video in the Knowledge Opportunities video series. This video provides a technological overview and understanding of knowledge management systems as well as the role of the organization.

In this short video you will see why it is important to know where and when you should use a knowledge management system. You will also be introduced to the benefits of integration.

This video provides a short breakdown of the different types of knowledge management systems. We will also cover why it is important to focus on content and not just the design of a knowledge management system so that the information is actually useful to the end users.

This is the final video of this series. It covers the importance and benefits of enhancements, improvements, and upgrades that any knowledge management system should have from time to time. This video also dives into the importance of user feedback in order to keep the knowledge base useful.

This is the first video in the Qualification video series. This video provides an overview of qualification and its various aspects during the project lifecycle.

In this video you'll learn about:

• How qualification is important to the project liefecycle and to gain profit

• Why team effort plays a vital role

This short video focuses on why you need to have clarity and proper vision before building a knowledge management system. This video also provides you with realistic examples for a better understanding.

This video covers several important factors that should be taken into consideration while building a knowledge management system. These include:

1. Keeping technical issues in mind

2. Including expert staff and authors

3. Knowledge of how to present the information

This video covers a few other factors that are important in correctly curating a knowledge management system.

These include:

• Expertise vs experience

• The approval process

• Usage by end users

This video covers the aspects of qualification that are needed once a knowledge management system is ready. This includes maintenance and managing risk.

This is the first video in the Design course. This video provides an introduction to thinking about design in building a knowledge based system and why design for knowledge management is important. You will also be introduced to key concepts to bear in mind while going through the design process along with real world non-knowledge centered examples of the importance of design.

• This short video focuses on different ways of thinking about design, including design evolution and product adoption examples. In this video you’ll be introduced to how design evolves, how the customer may view design, and designing to attract users.

This video looks at some of the challenges that UX design poses along with some key components to think about when designing UI, including desire paths, where the user should look, and more.

This video covers best practices in designing for knowledge based systems as well as the importance of continuous design thinking and improvements throughout the lifespan of the project. Some important concepts to keep in mind include the importance of meeting the users, comparing multiple designs against each other, and focusing on long term usability.