What Confluence features are available when using it as a knowledge base in Jira Service Management,

[田中優貴]

Title:
What Confluence features are available when using it as a knowledge base in Jira Service Management, and which features are not?

Body:
Hi Community,
I’m currently using Jira Service Management and planning to integrate Confluence as a knowledge base. I understand that some Confluence functionality can be accessed directly from JSM (for example, creating and editing pages), but I assume there are certain features that are not available when using Confluence in this way.

Could you please clarify:

• Which Confluence features are fully supported when integrated with Jira Service Management as a knowledge base?
• Which Confluence features are not available or have limitations in this context?

If possible, please include official documentation links or sources in your answer. That would be very helpful.

Thank you in advance!

[arielei]

Hello @田中優貴 

The knowledge base works as following:
When a customer start writing his/her request, if what they wrote in the summary match words in the knowledge,  it will pop up the option to view the document instead of opening a ticket.

also, if a user will open a ticket, and your agent has a doc to share with the user instead of giving him the answer, they will be able to answer by giving the document in the knowledge base.

all an all, it will reduce time for your agents.

for example, if you have an HR cube and someone wants to ask for time off and doesnt know how to start the process, HR can create a document and it will pop up to the user if they will write the matching words in the document.

hope that answers the question.

Ariel.

[田中優貴]

Thank you for your replay.
Is what you described achievable with only a Jira Service Management license, without having a Confluence license?”

[Christopher Yen]

Hi @田中優貴 

When you link a Confluence space as your KB it still exists as a normal Confluence space where it has all the functionalities as any other space only that your JSM will be able to reference pages in that space. 

For customers it will look like just a knowledge article embedded in your JSM project but for agents and knowledge authors you can provide normal Confluence access to the space for them to update content. If your customers have Confluence licenses then they can navigate through the space directly if you provide the permissions as well. 

There is a guide provided by Atlassian that covers this at a high level or if you have specific questions feel free to ask.
https://www.atlassian.com/software/confluence/resources/guides/extend-functionality/confluence-jsm#overview 

[田中優貴]

Thank you ror your replay.
Is what you explained possible with only a JSM (Jira Service Management) license, without a Confluence license