how to use confluence as a knowledge base

Jira Service Desk uses a one-to-one relationship between a space and a Service Desk project, so splitting your content across multiple spaces in this scenario will be limiting.

Only use one Confluence space to sort your content.

Here are some concepts to help get you started: Fortunately, Atlassian has made it easy for Jira Service Desk customers to deploy an on-demand Confluence Knowledge Base for free – you’ll only need to pay for users who author content.

However, what do you need to keep in mind when creating your knowledge base for Jira Service Desk? Five tips for how to use a Confluence knowledge base with Jira Service DeskĬonfluence is Atlassian’s collaboration and documentation tool to manage teams at the enterprise level. Getting convinced by the benefits is the easy part. A knowledge base can handle these high volume, simple customer and user interactions directly, 24 hours a day, 7 days a week! You’ll become accustomed to higher resolution rates, lower costs, greater customer satisfaction and be able to provide a more consistent service. Think about removing all the time and effort your service desk agents spend solving simple and tedious problems that crop up over and over again. You’ll find its one of the cheapest, least hands-on and most efficient ways of solving problems and keeping your users happy. It will also deliver knowledge in multiple formats: text, images, diagrams, videos and instructional guides.Ĭreating and maintaining a top-notch knowledge base isn’t completely a walk in the park, however the rewards it brings are significant. However, a great knowledge base is much more than just a collection of pages – it’s built up of accurate, concise, useful and easily searchable data that satisfies its users demands for instant solutions. We’re talking about your HR information, troubleshooting guides for software bugs, project timelines, contacts, or ultimately anything else you want to include.

In a nutshell, a knowledge base is a self-service library, documenting useful information about your services, products and topics. Yet what exactly is a knowledge base and do you really need one? If you work in the realm of ITSM, you’ve probably heard the term knowledge base thrown around.

How to use confluence as a knowledge base