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JSM Knowledge Base: How to manage customers with anonymized access and license usage

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

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-a-knowledge-base-so-customers-can-serve-themselves

Here are templates for getting started on the knowledge base

https://www.atlassian.com/software/confluence/templates/collections/knowledge-base

The queries are usually on how the license is consumed when the knowledge base is set up for customers

  • When you have anonymized access set up in confluence for customers and they can access the pages where you have configured the anonymous space access and the license is not consumed for customers
  • If you have integrated the JSM project with Confluence space with an option to allow only the customers in the JSM project and Confluence users to view the space, in this case, anyone with access to the site can view the space pages
  • There is also an option to restrict the customers with specific pages as well if you need more restriction options, this will consume the license in case if you need to achieve this

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

Thanks,
Pramodh

1 comment

The suggestions can be restricted, but it appears customers can still find untagged articles via search - is that correct?

This is a bit annoying for my college. We have multiple departments documenting stuff in Confluence and are trying to control the proliferation of spaces.

We wish that we could selectively publish articles into JSM without having the entire space's contents visible. As it is, it appears we'll have to create more spaces.

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