Get started with Jira Service Management for agents
Learn how to succeed in your role as a service project agent.
Project admins can set up a knowledge base so your team can write and share helpful articles, such as how-tos, FAQs, and support questions, and let customers self-serve instead of raising a request.
The service project knowledge base benefits your team and your customers by:
Letting customers help themselves by searching for articles in the help center
Gathering customer feedback to lead to more relevant and helpful article updates
Helping agents solve requests faster by sharing articles with customers or referencing articles while they work
Encouraging agents to create new articles if a request contains useful information
Standardizing answers to customer questions instead of offering multiple responses from different sources.
What is a knowledge base?
A knowledge base stores helpful articles that your team and customers can reference.
Link Confluence spaces to your service project
Create a knowledge base by linking Confluence spaces to your service project.
Manage knowledge base permissions from your service project
Manage who can view and edit your knowledge base articles.
Unlink Confluence spaces from your service project
Unlink Confluence spaces and hide articles from your knowledge base.
Set up article suggestions in request forms
Help your customers faster by setting up article suggestions in request forms.
How are my knowledge base articles performing?
Your team can use knowledge base article reports to see how often an article is shared, viewed, and voted as helpful.
Restrict access to knowledge base articles
Restrict access to your knowledge base articles from your service project.
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