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:

Project admins can connect their portal to either Confluence Cloud or Confluence Data Center and:

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.

Learn how to set up a knowledge base with Confluence Cloud

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

Last modified on Jan 3, 2024

Was this helpful?

Provide feedback about this article
Powered by Confluence and Scroll Viewport.