Use reports for knowledge base management
5 min
Intermediate
By the end of this lesson, you'll be able to:
- Identify the number of requests resolved with and without knowledge base articles
- Identify the number of times your customers viewed knowledge base articles and found them helpful
- Identify gaps in a knowledge base
Make sure your knowledge base works for agents and customers
Jira Service Management has several default reports that provide insight into your knowledge base. Agents and service project admins can review these reports to understand how users interact with specific knowledge base articles. You can also identify gaps in your knowledge base and measure how effectively it helps customers self-serve.
If your service project has a connected knowledge base, you can access your reports simply by going to Reports in the project sidebar.
If agents view knowledge base articles using the customer-facing URL, their view will count in all reports. This can skew your data, so view articles internally from Confluence or through your service project’s knowledge base overview.
Learn from the Requests resolved report
The Requests resolved report shows the number of requests resolved with an article, those resolved without an article, and those deflected in the portal.
If a resolved request has one or more links to knowledge base articles in its comments, Jira Service Management classifies it as a request resolved with an article. If there aren’t article links in the request comments, that request is resolved without an article.
In Jira Service Management, if the customer selects a knowledge base article while raising a request and votes it as helpful, that is a deflected request .
This report can help you understand what percentage of your requests rely on the knowledge base for support, either through the request comments or by deflecting the request. Ideally, your knowledge base would support many of your requests as that frees up your agents' time.
👇 The Requests resolved report displays requests resolved with or without an article as well as deflected requests.
Learn from the Requests deflected report
The Requests deflected report demonstrates how often customers found your knowledge base articles helpful. This includes the number of requests deflected in the portal and the number of article views in the portal. It provides more insight into the Requests deflected metric shown in the Requests resolved report.
You can use the Requests deflected report to monitor days with many views but few deflections and identify those requests in the detail table.
If there are articles with many views but few deflections, investigate those articles and related requests to understand why customers viewed the articles but didn't find a solution. Evaluate whether your team can add new articles that cover information for those requests.
👇 The Requests deflected report displays article views and deflections.
How can you improve your knowledge base?
Reports provide data about how customers and agents use your knowledge base, but you can also ask yourself (and your team) questions to evaluate your knowledge base and begin closing gaps. Let’s say a customer created a request even though there’s a knowledge base article addressing it. Ask yourself:
- Is the article unclear or insufficient?
- Did the article display to the customer in the portal? If not, why? Does the article have the correct labels?
- Is the article’s title clear? Does it accurately describe the problem it solves?
Let’s say a customer reopened a request because the article didn’t provide a solution.
- Does the customer explain why they feel that way?
- Can you add to the existing article to better address gaps and edge cases?
Let's see what you've learned!
QUESTION 1 0F 1
Hisham, a service agent, wants to compare how many of the total requests his team receives are deflected and how many are resolved with or without an article. Which report should he use?
Select the correct answer.