Faster response times with multi‑source knowledge and AI - plus don’t miss our upcoming AMA!

[#1]

Hi, Atlassian Community! Over the last few months, the Jira Service Management knowledge base has undergone a transformation with a number of new feature releases designed to create a connected, operational, and AI‑assisted system for knowledge. We’d love to bring you up to speed on these innovations!

Great service hinges on great knowledge—knowledge that is easily found, trustworthy, and up‑to‑date. Stakeholder expectations are only increasing with the proliferation of AI, while the pressure to innovate faster is on. Investing in your knowledge system can help you reduce time to resolution, increase CSAT and self-service, and keep your human agents focused on higher-value work.

Ready to find out how? Join our AMA session on March 4 at 8 am EST to ask us questions live about any of these features and to get a sneak peek at what’s coming next! For now, let’s dive into the latest innovations for Jira Service Management’s knowledge base!

Turn real tickets and knowledge gaps into knowledge base articles with AI

Use AI to automatically generate draft knowledge base articles from your most common requests, keeping knowledge at pace with your queue. AI pulls details from issues and their comments, then allows agents to review, edit, and publish the article, rather than starting from a blank page. This makes it fast and easy to keep your knowledge base up to date, and ultimately leads to higher ticket deflection by providing a self-service solution.

Learn more about AI drafts →

Unify knowledge from Confluence, Google Drive, SharePoint and more

If your knowledge lives in third-party tools, you can now link them to Jira Service Management with connectors for popular knowledge sources like Google Drive or SharePoint. Plus, you can link multiple Confluence spaces to a single Jira Service Management project, increasing visibility between spaces and sites. No more going back and forth between your third-party tool and Jira Service Management, or switching between different Confluence spaces manually—your knowledge is now in one place, allowing for faster request resolution.

Learn more about third-party connectors for knowledge base →

Learn more about connecting cross-site knowledge from Confluence →

Standardize resolutions with internal, AI-ready runbooks

Provide your agents with runbooks that include consistent, technical step-by-step instructions for resolving requests, allowing for more predictable, reliable resolutions, faster response times, and better service quality for employees and customers. You can also provide runbooks as a source for the Rovo Service Agent to use when interacting with employees and drafting replies.

Learn more about runbooks →

With these updates, your knowledge base becomes an AI-powered, connected layer across your existing tools, whether that’s within the Atlassian ecosystem or in third-party solutions. The result is a knowledge base that’s tightly integrated into your team’s day‑to‑day—improving time to resolution, deflecting more requests to self‑service, reducing operational risk from tribal knowledge, and freeing agents to focus on complex work. Don’t forget to register for our AMA to learn more!

[Claude Eller]

I have noticed that if you have a the top selection chosen for knowledge base "embedded knowledge base", the conf. page needs to be on the same site. However it won't allow me to choose "confluence" additionally because I already selected embedded knowledge before.

I then tried chosing "confluence" for both the confluence page on the same site and the one from our other site, but that resulted in the fact that these "suggested articles" didn't show up when a customer started typing certain keywords into the search box. It seems this suggested articles only pops up when choosing "embedded knowlege base".

Do you plan to fix this or have any updates on this?

[jasonmarie8]

These AI-powered updates sound like a game-changer for keeping knowledge accurate and accessible. Streamlining processes like this saves so much time kind of like having a quick reference for converting 100 galones a litros, so you always get the numbers right without extra effort.