🎁 JSM Advent Calendar - Day 5: Knowledge Base (The Self-Service Library)

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📚 The Great Book of Elf Recipes

We’ve covered Portals, Request Types, Queues, and SLAs. Today, we’re going to give your team the greatest gift of all: Silence.

The Scenario:

Imagine if every single Elf went to the Kitchen Manager individually to ask, "What is the oven temperature for gingerbread?" The manager would never get any baking done! The smart move? Write the recipe on the wall so they can look it up themselves.

The HR Reality:

HR teams answer the same questions over and over again:

• "What are the company holidays this year?"

• "How do I access my 401k?"

• "What is the policy on remote work?"

Answering these 50 times a week is a waste of your talent.

The JSM Solution:

Confluence Knowledge Base. Connect a Confluence space to your Service Desk. Write articles for your policies and FAQs. Here is the magic part: When an employee starts typing "Holiday" into the portal search bar to raise a ticket, JSM automatically suggests the "2025 Holiday Calendar" article.

🎁 Tip of the Day:

Ticket Deflection is the ultimate metric of success. The best ticket is the one that never needs to be created. If an employee reads the article and clicks "This solved my problem," you've saved time for everyone. It’s the gift of self-service!

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❄️ Let’s chat: What is the ONE question your team gets asked the most? Is it "What is the Wi-Fi password?" or "When do we get paid?" Vent your frustrations below!