You can connect Jira Service Management with Confluence 5.10 or later. Users (including those without a Confluence license) can search your knowledge base directly from within the customer portal. If you use Jira Service Management - link a Confluence space to be used as a knowledge base.One simple way to do this would be to add some labels to Jira to indicate the issue should appear in the knowledge base (for example 'printer-kb'), and then add a Jira Issues macro with a query like 'label = 'printer-kb and status resolved'' on all articles with the printer topic. This has the added advantage of automatically updating when an issue is resolved or its status changes. If you use any Jira application - add a JIRA Issues macro to your troubleshooting article to provide quick access to known issues.If your Confluence site is connected to another Atlassian product (via an application link), you can make use of these great integration features: Integrating your knowledge base with other Atlassian products Alternatively encourage users to create their own feed - useful if they want to keep up with particular topics (labels), rather than receive notifications for the whole space. RSS - create an RSS feed and add the link to your knowledge base homepage (choose Help > Feed Builder).This is a simple way to connect with your end users. Comments - allow logged in users (or even anonymous users) to comment on knowledge base articles.Watch - encourage people to watch pages that interest them, or watch the entire space.Blog - blog updates and important notices, and encourage people to watch for new blogs in your space.Provide communication and notification optionsĬhannels of communication with your audience, internal or external, are essential in a good knowledge base. Edit the color scheme (choose Space Tools > Look and Feel > Color Scheme).Edit the homepage to add a custom welcome message.Add a space logo and useful shortcuts to the sidebar (choose Space Tools > Configure Sidebar).Simple changes like a space logo and welcome message can make a huge difference. We also recommend customizing the look and feel of your space. You can also add additional templates, such as a policy or procedure page templates. Add headings and instructional text (choose Template > Instructional Text).Edit the How-to or Troubleshooting article templates.Go to Space Admin > Content Tools > Templates.The more guidance and structure you can put in your template, the faster it will be for your team to create great articles. To make it easy for your users to create knowledge base articles, such as your help desk or support team, we recommend customizing the how-to and troubleshooting article templates to make them relevant for your organization. You'll need Space Admin permissions to do this. When starting off your knowledge base space, it's a good idea to brainstorm a few topics to get started. Users will generally find articles by searching, and using the topic navigation on the homepage and end of each article, rather than navigating through a tree-like page hierarchy. These are used to add topics to your articles, and allows your knowledge base to become self-organizing over time. Page labels are essential in knowledge base spaces. The knowledge base space blueprint includes everything you need to get started, including article templates, and a pre-configured homepage with Livesearch and Content By Label macros. Choose Create > How-to or Troubleshooting and follow the prompts to create your first knowledge base article.Choose Space Tools > Permissions to set permissions for the space, including anonymous access.Choose Spaces > Create space > Knowledge base space.You'll need the Create Space global permission to do this. Everyone wants a way to be notified when articles they are interested in have been updated or important notices are added.Help Desk team leads wants the space to be self curating, and do not want to spend a lot of time manually organizing content.Help desk staff want to be able to create new articles quickly.Customers want fast access to a solution, and relevant search results.What do people want out of a knowledge base? Using an IT Support team as an example: Learn more about how a knowledge base helps your team work smarter Knowledge Bases are commonly used by IT Support teams, but can be useful for procedural and troubleshooting information in any organization or team. A knowledge base is a repository for how-to and troubleshooting information.
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