How does Epsilon Context work?
The key outcome from implementing Epsilon Context is the fast and efficient delivery of Performance Support content to an end user at the time they need assistance.
To achieve this, Epsilon Context enables the mapping of support content that is relevant to specific screens (or fields, tabs, objects or pages) within your enterprise applications without any change to or impact on those applications.
Once mapped, Epsilon Context has effectively enabled the application – when an end user invokes Epsilon Context at the moment they need assistance – to know precisely where the user is within the target enterprise application and in what transaction and at what stage of that transaction. These are the contextual elements.
Epsilon Context then uses these contextual elements to automatically look up the context to content “map” in the Context Database that matches that context, then delivering the content that your organization has matched to that context.
Epsilon Context Performance Support application comprises of four components:
1. Context Linker
This is the component of Epsilon Context that your non-technical staff (such as subject matter experts, trainers, L&D staff etc) use to capture the contextual elements from your target applications and then associate the relevant support content by quickly creating links within the Context Linker. This is the context-to-content “mapping” component of Epsilon Context.
2. Context Requester
When an end user is working in any application and needs assistance, they use the Context Requester to get informational help matched to the context that they are currently working in – that is, the current application and screen.
This is process-embedded Performance Support.
The Context Requester identifies their current contextual elements, and returns the content that was mapped to that context.
No searching is required because the Context Linker has already done the work of matching the context to content for the end user.
Two simple clicks is all that it takes for the end user to invoke Context Requester and receive the relevant and specific Performance Support content that the organization has linked.The end user simply clicks on the Context Requester icon in the system tray:
The Context Requester is then activated, and as they move their mouse around the screen, Context Requester will highlight each item as they move from object to object, e.g., from tab, to field, to icon.
The end user then clicks again when the area or screen they need assistance with is highlighted:
Context Requester then returns the content that was mapped to that context.
3. Context Database
Running on SQL Server (or SQL Express), the Context Database contains a summary inventory of all contextual elements and their matching content links created using the Context Linker. These are the “maps” that the Context Requester uses to match context to content and deliver to the end user.
It also captures and records activity for the end user’s Context Requesters.
4. Reporting & Usage Analysis
There are a number of useful reports and additional reporting tools in Epsilon Context that enable your organization to analyse and fine tune the application to work best for your Performance Support requirements
The Usage Analysis in particular is useful in determining how your end users are interacting with the Context Requester help topics and the target application they are using. It can also be used to identify the areas in your enterprise applications that end users most commonly need Performance Support assistance with.
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