Understand how to add knowledge to your service project

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.

Admins can set up a knowledge base in Jira Service Management in the following ways:

• Embedded knowledge base: If you select embedded knowledge base as the knowledge source for your project, your team will be able to view, create, and manage knowledge articles from within Jira Service Management. You can either choose to set up a new knowledge base from scratch or link Confluence spaces on the same site to set up embedded knowledge base for your project.

• Confluence on a different site: If you’ve added Jira Service Management and Confluence on different sites within the same organization, you can add Confluence as the knowledge source for your project’s knowledge base. Your agents will be able to view and share knowledge articles with customers.