Hi there,
we are going to implement Jira Service Desk for our 1-4th Level Support. We're going to use Confluence as Knowledge Base for the Agents especially in the 1st Level.
And we have much troubles to organize this Knowledge Base.
Our company produces technical devices. We want to use a Page Tree with categories for the different products. Sometimes there could be Articles which relates to multiple products. We do not want to edit/create them more than once but for the 1st Level it's easier to be able to search for information in the affected product-category directly.
Example:
- Product A
- Product B
- Product C
The Agent searches for information about Product A. Therefor he select "Product A" in the page tree. Then he is able to see all articles about it.
Another scenario is that the agent searches for a special information and therefor he want to use a search-field.
So we have to provide two different ways to get the required information:
- Navigating through the tree
- Searching for information with the search
And I don't find a solution which covers this two ways.
We've already tried the following possibilities:
- Include pages: The included pages can't be searched and so it's not practicable.
- Labels: It becomes very confusing when there are 20 labels and we have to create the page multiple times
- Page Properties: We have to create the pages either a multiple times.
Do you have some ideas how to resolve this dilemma?
Do you know some plugins which could be used therefor? (Example: The plugin can be used to create automatically multiple pages when a select box for the affected products is checked ... or some plugin to organize the Knowledge Base easier)
I am thankful for all hints because I searched and tried a lot.
Thanks!
I'm sorry for my bad english, it's not my mother tongue.
