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JIRA Service Desk / Confluence Knowledge Base Optimization

Brant Schroeder Community Leader Oct 12, 2018

I am interested in learning more about what others are doing to ensure that articles are easy to find in their Service Desk Search.  Specifically I am interested in:

  • What standards have you setup for users creating KB information?
  • How are you using labels?
  • Are you restricting search for specific request forms to specific labels?
  • Do you have any naming conventions for articles?
  • How are you organizing the KB?
  • Do you allow users to just search the KB without being in the service desk? 

1 comment

For us, we use a template for KB information, they are submitted to a separate space where they are curated by the service desk team (typically the lead) and published into the KB.

Labels are keywords to us.  So you're searching for phone, skype, Outlook, etc.

Our KB's are usually titled How-To: (whaterver),  Quick-Tip: (whatever).  They're organized by area.  Application - Office365, Skype, Word, OneDrive, Hardware, OS,... etc.

We let the users search, of course in confluence.   We don't mind as long as they are able to get to the information.

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