Serving customers with a knowledge base

Deflect common requests and solve issues faster by linking a Confluence knowledge base to your service desk project. A knowledge base stores helpful articles, such as how-tos and FAQs, that your team and customers can reference. Here are some ways a knowledge base can help your team: 

  • Customers can help themselves by searching for articles in the help center
  • Agents can solve requests faster by sharing articles with customers or referencing articles while they work
  • If a request contains useful information, agents can quickly create a new article from it

Learn more about how a knowledge base helps your team work smarter.

Learn how to start working with a knowledge base:

Set up a knowledge base

Write and share articles

On this page:

Last modified on Sep 4, 2018

Was this helpful?

Yes
No
Provide feedback about this article
Powered by Confluence and Scroll Viewport.