Set up your knowledge base

A knowledge base in Jira Service Management helps customers find answers through self-service and gives agents relevant solutions while resolving requests. You can connect Confluence, Google Drive or Microsoft SharePoint.
You can link more than one knowledge source to a Jira Service Management knowledge base. This lets your help center, knowledge base search, and Virtual Service Agent use content from native Confluence spaces, cross-site Confluence spaces, and third-party folders at the same time. and allows users to access core knowledge base capabilities at no extra cost.

When you set up the knowledge base from the sidebar of your service project and don't already have Confluence on your site, the knowledge base is enabled with default settings at no extra cost for the free plan. All the features your team needs for knowledge management will be available directly in your project, and your team can start creating articles immediately.

Some of the key features of your knowledge base that you can access at no extra cost include:

• Create new space

• Create, edit, and delete knowledge base articles

• Manage space permissions

• Manage knowledge base permissions for your site

• Manage anonymous access

Before you begin

Set up your knowledge base

To get your knowledge base up and running:

1. In your space, select Knowledge base and follow the instructions to finish the setup. After you complete the setup, a space with the same name as your project is automatically created.

2. (Optional) You can also create a new space for your knowledge base.
   Next to the name of your space in the sidebar, select More actions (•••), then Space settings.Select Channels & self service, then Knowledge base. Then, select Create space and enter the required details.

3. To view or manage permissions for a space, go to Knowledge base in your Project settings. Find out how to manage permissions for your knowledge base space.

4. Create articles in your knowledge base.

5. Share articles with your customers.

Open knowledge base settings

1. Go to your Jira Service Management project.

2. From the project sidebar, select Knowledge base.

3. Select Set up knowledge base. You can also select Set up with Rovo to create initial content with AI.

Choose a content source

The setup window displays the available sources:

• Confluence

• Google Drive

• Microsoft SharePoint

Connect Confluence

1. Select Confluence.

2. Select Create or link existing content.

3. Choose the site and space to use for your knowledge base.

4. Select Next or Link to complete the connection.

If Confluence is not active on your current site, Jira Service Management may automatically configure the free core knowledge base capability. If Confluence is already available, you can select an existing space or create a new space.

To connect content from another site, use the site selector and choose a site and space that you can access.

Connect Google Drive or Microsoft SharePoint

1. Select Google Drive or Microsoft SharePoint.

2. Review the connector status and indexing progress.

3. Select the folders containing the documentation you want to make available.

4. Click Link button to link the folders to your service project.

If the source is not connected

• Organization administrators: Open Atlassian Administration (admin.atlassian.com) and connect and authorize the relevant application.

• Project administrators: Ask your organization administrator to connect the application and enable content indexing.

If the connector needs attention

A warning or unhealthy status can indicate that authorization has expired or permissions have changed. An organization administrator must re-authenticate the connector in the organization administration settings before you can select folders.

Create content with Rovo

1. Select Create with Rovo, or select Set up with Rovo from the knowledge base landing page.

2. Describe the content you want to create, such as FAQs, troubleshooting guides, or starter articles.

3. Review and edit the generated content.

4. Publish approved articles to the knowledge base.

Manage users who get free product access to Confluence

To continue using the knowledge base in Jira Service Management at no extra cost, ensure that the total number of users getting product access to Confluence is always zero. If you add more users, you will be required to pay for product access to Confluence after the trial period is over.

Learn more about Confluence Cloud plans.

To remove user groups in Confluence:

1. Go to admin.atlassian.com.
   If you're an admin for multiple sites or an organization admin, select the site's name to open the Atlassian administration for that site.

2. Select Products from your top navigation.

3. Find Confluence and select More actions (⋯).

4. Select Manage product access.

5. Under Group, select the groups that you want to remove. For example, you can remove site-admins groups to ensure that new users won’t automatically get product access to Confluence.

6. Select the More actions (⋯), and then select Remove group from product.

Refresh the page to confirm that your site does not have any billable Confluence users.

If the group you want to remove is a default group, you’ll find that the Remove group from product option is disabled. In this case, you’ll need to select the group, and then select View group’s details. It will take you to the Groups page where you can view and remove individual users from that group.

Read more on how to remove Confluence product access for users in your site.

Switch to a different Confluence plan

You can always assess your team’s requirements, check how many of your users need product access to Confluence, and adjust your plan accordingly.

Read more about Confluence Cloud plans