Write knowledge base articles for customers

If there is information that you want to share with a lot of customers, it’s a good idea write a knowledge base article. For example, if you get a lot of similar requests such as How do I access office wifi?, you can write a how-to article.

You must have a linked Confluence space to write knowledge base articles.

To write a knowledge base article:

  1. From your service desk project, go to Knowledge base.

  2. Click Create article.

  3. Select the type of page. There are two templates you can use to create either a troubleshooting guide or a How-to article. The templates guide you with the content you should add to your page. For example, for a how-to article, an introduction to the article, instructions and related articles.

  4. Click Next.

  5. Name your article.

  6. If required add labels. Labels added to articles help users to find the required article. For example, for an article on setting up your printer, you may have the labels Printer and Set up.

  7. Click Create.

  8. Enter content into the Confluence page.

  9. Click Publish.

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