Set up a knowledge base for self-service
Enable your team to easily manage and share knowledge by connecting Jira Service Management to Confluence and using it as a knowledge base. This helps your agents resolve requests faster, as the right answers are always at their fingertips.
Here are some more benefits of using a knowledge base:
- Agents share their expertise by creating and curating troubleshooting articles and how-tos. Learn how to create knowledge base articles
- New agents can quickly get up to speed with the most common problems and respond to customers with consistent answers.
- Based on how you configure permissions for the knowledge base:
- you can deflect tickets as customers can self-serve their requests by finding the right solutions
- agents can share knowledge base articles with customers
Project admins can connect their portal to either Confluence Cloud or Confluence Data Center and:
- link the relevant spaces
- set up who can view articles
- configure auto-search on request forms
- find out how articles are performing
Note that project admins will need to get in touch with a Jira admin to configure the user base and set up the application link between Jira Service Management and Confluence.
Confluence Cloud
Choose this option if you're using Confluence Cloud, managed by Atlassian.
Confluence Data Center
Choose this option if you're using on-premise Confluence, managed by your organization.
Learn how to set up a knowledge base with Confluence Data Center