Help customers serve themselves with a knowledge base
Some IT service projects solve common problems without ever seeing a request. A knowledge base can help your customers find answers to their questions without having to raise a request or taking up an agent’s time.
To set up a knowledge base, you’ll need to link spaces from a Confluence site to your service project.
By doing this:
Your customers can find and view relevant articles when they search in the help center. They may find the answers they need without ever having to raise a request.
Your agents can find relevant articles when working on work items. This saves them time hunting down answers or workarounds to common IT requests.
Find out how to set up a knowledge base.
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