Training your internal customers to come to Jira Service Desk to report issues and request help goes a long way toward making sure your IT team isn’t interrupted with drive-by questions all day.
But if you haven’t created a knowledge base yet, you should. After all, the most efficient way to help people is to help them help themselves.
I thought this would be a good time to get back to basics and show you how to create a knowledge base using Jira Service Desk and its BFF, Confluence. If you don’t have Confluence yet, keep reading anyway – you’ll see why in a moment.
Alright: let’s start deflecting some tickets, shall we?
Step 1: create a knowledge base with one click
Create a knowledge base space in Confluence and link it to your service desk right from Jira Service Desk. With one click in the configuration menu (that little “cog” icon in the top-right corner), you can create a new knowledge base space in Confluence where your agents can add self-help documentation.
We know many of you would love to try self-service with Confluence, but maybe hold back because of pricing. Well, Confluence knowledge base is free to Jira Service Desk customers. Only pay for users who author content, so now there’s no excuse for holding back on self-service.
Step 2: add knowledge base articles in Confluence
Your service desk agents probably already know what the most frequently asked questions are, so start by answering those with self-help documentation. I also recommend searching through Jira Service Desk to find the most commonly raised requests and/or issue types. Let the data you already have be your guide.
Remember not to overwhelm your internal customers with exhaustive detail in your knowledge base articles. “Just enough” is the new black.
When you’re not sure whether you’ve provided the right amount of information, ask a colleague from outside the IT team to step through the article and see if they’re able to complete the task without getting blocked by missing info (or confused by too much).
Step 3: recommend knowledge base articles in your service portal
Ok, this isn’t really a step, because Jira Service Desk does this for you.
Once you have your knowledge base connected, customers will automatically see recommended articles as they type their requests into Jira Service Desk. No need to re-train them to go into Confluence looking for knowledge base articles. They just head to your service desk portal like they do now, and start typing.
Step 4: view knowledge base articles in Jira Service Desk
Once customers find a relevant solution, they can read it right from Jira Service Desk. The process is fast and intuitive for customers, and deflects common requests before they are even submitted. Boom.
Step 5: help customers help themselves faster with Smart Graph
Sure, this is all very exciting, but even with the best knowledge base, not every request can solve itself.
As you grow, the number of services your team provides increases and so does your collection of service portals and knowledge bases. It can become hard for customers to figure out where they should even start looking to get help.
We built in the ability to search for request types across Jira Service Desk – and we didn’t stop there.
Search works great if there’s a direct keyword mapping. If you’re searching for “desktop”, “laptop”, or even “computer” the customer portal will have a good chance of surfacing the right request type since those words probably appear somewhere in the request form name and description.
But that’s not always the case. Imagine you’re trying to figure out how to access your documents remotely, a task that could involve a variety of underlying issues like VPN access. Perhaps if you searched for “VPN access” you’d end up with the right request type, but that’s not how people search. These days, many of us expect to enter our thoughts into the search bar and get the answers we need.
That’s why we created Smart Graph: technology built on machine learning. Smart Graph’s algorithm learns to associate popular keywords from past requests. As customers create more requests, the search algorithm gets, well… smarter. This way, when you type a phrase like “work from home” into the search bar, you’ll find a list of articles that can help you figure out your underlying VPN issue.
Smart Graph lets customers find the correct request type – faster than ever – regardless of how many service desk portals you may have. As more tickets come in, and as you add new requests to your service desk, new links form and the associations grow. These associations make our search algorithm evolve and get even smarter over time, so you can more easily scale your teams and provide legendary, customized service for your customers.
Step 6: keep improving your customer service with knowledge base insights
Now that you’ve made it easy for customers to find answers, it’s time to learn just how helpful those answers are.
Check out deflected and resolved request insight reports and understand how your audience is responding to your knowledge base articles. You can select a day on the graph to see more details about how knowledge articles were used on that day.
There are also thumbs up and down icons, so your customers can easily review whether they found the articles helpful. Your team can learn from the articles that deflect requests and make improvements to other knowledge base content.
If your IT team isn’t using Jira Service Desk with Confluence knowledge base yet, I hope that what I’ve shown today will tempt you to take a look. It’s your team’s one-stop-shop for service requests, incident management, SLAs, and of course, knowledge management.