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Hi Community Members!!
Here's a quick overview of how the knowledge base works when we integrate JSM with Confluence
Basically, you need to have a Confluence subscription in order to have native experience of knowledge base in JSM
When a customer tries to write a summary in the portal, the suggestions come up based on the request type customer is trying to create. These suggestions can be restricted by adding labels in JSM for each request type
Agents in the customer portal can also view reports on how the issues are resolved even without creating an issue if customer shares inputs on whether the article which they went through helped them resolve an issue
Here's a reference link on how to quickly set up a knowledge base for your customers
Here are templates for getting started on the knowledge base
The queries are usually on how the license is consumed when the knowledge base is set up for customers
Different scenarios may come up while you are managing space with pages on different topics. Let me know how you have managed to configure the knowledge base setup for customers and thoughts on best practices