Get started with Jira Service Management for agents
Learn how to succeed in your role as a service project agent.
A knowledge base is where your team can write and share helpful articles such as how-tos, FAQs, and answers to support questions. They provide customers with the ability to self-serve before raising a request.
A knowledge base:
Lets customers help themselves by searching for articles in the help center
Gathers customer feedback, leading to more relevant article updates
Helps agents solve requests faster if they share and reference articles
Encourages agents to create new articles if a request contains useful information
Standardizes answers to customer questions instead of offering different responses
Give permission to link assets from help center
Give permission to link assets from a help center to a team-managed project.
See how your knowledge base articles are performing
Find out how often an article is shared, viewed, and voted as helpful with knowledge base article reports.
Link Confluence spaces to your team-managed project
Create a knowledge base by linking Confluence spaces to your service project.
Unlink linked Confluence spaces in team-managed projects
Unlink Confluence spaces and hide articles from your knowledge base.
Manage knowledge base permissions in team-managed projects
Manage who can view and edit your knowledge base articles.
Restrict access to articles in your knowledge base
Restrict access to your knowledge base articles from your team-managed project.
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