Use a knowledge base to support users and agents
5 min
By the end of this lesson, you'll be able to:
- List the advantages of using a Confluence knowledge base
- Use a knowledge base to support users and agents
- Describe how to create a knowledge base
Why use a knowledge base?
Service project admins can set up a knowledge base so your team can write and share helpful articles, such as how-tos, FAQs, and support questions, and let customers self-serve instead of raising a request.
The service project knowledge base benefits your team and your customers by:
- Letting customers help themselves by searching for articles in the help center.
- Gathering customer feedback to lead to more relevant and helpful article updates.
- Helping agents solve requests faster by sharing articles with customers or referencing articles while they work.
- Encouraging agents to create new articles if a request contains useful information.
- Standardizing answers to customer questions instead of offering multiple responses from different sources.
👇 Click the tabs below to learn how a Confluence knowledge base is used by customers and agents.
Related articles will appear when a customer starts typing in the customer portal.
👉 For example: “How do I set up wireless for my Mac?” These questions can easily be put into an FAQ or How-to style knowledge article. To make it easy for customers to find articles, write your articles in the language your customers use.
Why use a Confluence knowledge base?
Using Confluence as your organization's knowledge base has several advantages:
- Centralized information: Confluence stores all relevant information in one place. This eliminates the need for employees to search through multiple platforms or contact different teams for answers.
- Increased efficiency: By having comprehensive documentation readily available, employees spend less time searching for information and more time focusing on their core responsibilities.
- Reduced administrative burden: The self-serve nature of Confluence empowers users with instant access to key resources, minimizing the need for repeated requests or dependence on administrators.
- Improved collaboration: Teams can collaborate seamlessly within Confluence by creating, editing, and reviewing content together in real-time.
- Version control and history: Version control features allow you to track changes made within documents, ensuring transparency and facilitating accountability.
Create a knowledge base
When a Jira admin creates a service project, a Confluence space is automatically created and linked to your service project for use as a knowledge base. You can view your existing Confluence space by going to Project settings, then selecting Knowledge base and viewing the list of spaces within the project.
👇 This is an example of a list of knowledge base spaces in a service project.
In some cases, creating a new knowledge base space may be necessary under the same service project.
To create a new knowledge base space:
- Select the More actions (···) menu next to the Jira Service Management project in the sidebar, and select Project settings.
- In the sidebar, navigate to Channels & self service, then select Knowledge base.
- Select Create space.
- Enter a space name and space key, then select Create.
You’ll need a space key when creating a new knowledge base space. A space key acts as the unique key used in your site's URL. It’s best to ensure the key used is appropriate and related to the project since it will be visible to all who access the site. Jira will create a unique key for you based on the space name.
👇 Watch this video to see how to start a knowledge base for your service project
Confluence powers the knowledge base in Jira Service Management and allows users to access core knowledge base capabilities at no extra cost. To read more about adding paid and unpaid Confluence plans to your knowledge base, visit Atlassian support.