Help customers serve themselves with a knowledge base

Some IT service projects solve common problems without ever seeing a request. A knowledge base can help your customers find answers to their questions without having to raise a request or taking up an agent’s time.

To set up a knowledge base, you’ll need to link spaces from a Confluence site to your service project.

By doing this:

1. Your customers can find and view relevant articles when they search in the help center. They may find the answers they need without ever having to raise a request.

2. Your agents can find relevant articles when working on issues. This saves them time hunting down answers or workarounds to common IT requests.

Learn how to set up a knowledge base.