Set up a knowledge base so customers can serve themselves

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.
Set up your knowledge base with Confluence
Your knowledge base in Jira Service Management brings the rich features of Confluence to your service project.
Link spaces from Confluence sites to your service project
Create a knowledge base by linking spaces from Confluence sites to your service project.
Manage who can view and edit your knowledge base articles
Manage knowledge base permissions from your service project
Configure public access to spaces on linked Confluence site
Enable or restrict public access to individual linked Confluence spaces for Jira Service Management.
Manage who can view spaces from Confluence server sites
Manage who can view and edit knowledge base articles linked from Confluence server sites
Set up article suggestions in portal request forms
Help your customers faster by suggesting relevant articles when they raise a request in the portal.
Restrict access to knowledge base articles
Restrict access to your knowledge base articles from your service project.
Restrict access to articles from Confluence server sites
Restrict access to your knowledge base articles from your service project.
Authenticate portal users to access knowledge base articles
Set up authentication for portal users to access knowledge base articles linked from Confluence server sites.
Find out how your knowledge base articles are performing
Your team can use knowledge base article reports to see how often an article is shared, viewed, and voted as helpful.
Unlink knowledge base spaces from your service project
Unlink Confluence spaces and hide articles from your knowledge base.
Remove Confluence product access for users in your site
If you’re using Confluence only to power your knowledge base, you can save money by removing all billable Confluence users.

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Set up a knowledge base so customers can serve themselves

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