Setting up a knowledge base for your customers
As time progresses, you would start accumulating a wealth of knowledge for common problems faced by customers. It will be desirable to capture this knowledge, and make them searchable and index-able through search engines such as Google so that customers can find solutions to these common problems faster.
In this recipe, we will set up a knowledge base using the Atlassian Confluence product. By integrating with Confluence, agents of your service desk will be able to create articles to capture problem symptoms and solutions based on a set of pre-defined templates, and make them searchable in the service desk.
How to do it...
The first step is to create an Application Link between JIRA and Confluence. ...
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