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A knowledge base is a collection of articles that help your customers find answers to their questions even before they raise a request. Once you set it up, your knowledge base will be available for your customers even when you're on holidays, working on other requests, or have gone home for the day.
Your knowledge base will also play a key role in improving the quality and accuracy of Atlassian Intelligence answers if your virtual agent is using Atlassian Intelligence answers.
Read more about Atlassian Intelligence answers in the virtual agent
Here are some examples of situations in which a knowledge base article can help in resolving issues quickly:
If you get a lot of similar requests such as How do I access office wifi?, you can write a how-to article. When customers search for ‘wifi’ in the help center, they'll find your article. If they send you a request, you can share the article with them rather than walking them through the steps in a comment.
If you're upgrading a system, you can write a step-by-step upgrade guide and link to it from an announcement in the help center.
If you usually work on issues that require you to walk your customers through a series of steps to diagnose and troubleshoot a problem such as a broken printer, you can write a troubleshooting guide instead. People can find it in the help center, or you can share it with them in a request.
If a team member is unsure of the best way to resolve an issue, they can always refer the articles in your knowledge base for information.
Create knowledge base articles
Create knowledge base articles from your service project.
Use templates to create articles
Use templates to quickly create knowledge base articles for your knowledge base.
Address knowledge gaps with suggested topics
Easily identify the gaps in your knowledge base with suggested topics. Create articles on the suggested topics and allow your customers to self-serve.
Manage your drafts
Get an overview of the drafts you’re working on from within the knowledge base.
Categorize knowledge base articles
Keep your knowledge base organized by categorizing or grouping articles together.
Edit and delete a knowledge base category
Delete or edit a knowledge base category from your service project.
Add labels to knowledge base articles
Labels are keywords that you can add to your existing articles to make it easier for customers and teams to find relevant articles when they need them.
Share knowledge base articles with customers
Share knowledge base articles with customers to resolve their requests faster.
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