Building a successful Jira Service Desk requires a lot of moving parts. It can be difficult to find the perfect balance between ease of use for your agents (those who work on requests) and your customers (those who submit requests). One of the most important ways of achieving that balance is to create a great Confluence Knowledge Base (KB). If your articles are relevant, concise, and easy-to-navigate, your customers can avoid submitting a request, giving time back to both the customer and agent. Below are some common mistakes to avoid as you work towards creating your ideal Confluence Knowledge Base that is a reliable, single source of truth for your agents and customers.
Note: On November 9, 2020, Atlassian announced Jira Service Management, the next generation of Jira Service Desk. Jira Service Management is an ITSM solution built on Jira to help IT, operations, development, and business teams collaborate at high velocity. It empowers teams to respond to business changes rapidly and deliver great customer and employee service experiences.
Don't Put Your KB Articles in a Space Used for Internal Documentation/Non-Service Desk Related Content
If you create KB articles in a Space where non-service desk related pages already live, confusing or unwanted information may appear when customers search for help. This may push your customer away from reading the content and make their overall experience less enjoyable. Compiling your Knowledge Base articles in their own separate space is key to ensuring the most relevant articles show up when the customer uses the Service Desk. If you need to centralize documentation for both agents and customers alike, leverage page restrictions in the Space to allow for internal and external content.
Don't Create Lengthy Articles Using Technical Terms
When writing articles for customers, it's important to keep them top of mind. The customer may not understand the technical or team-related verbiage your agents typically use. It can feel daunting for them to look at a wordy article, so we suggest using bullet points, numbered lists, and mixed media (images, videos, etc.) to break up the content. Applying screenshots to your articles can also be useful, as it provides the user with a visual guide on out troubleshoot the issue on their own.
Don't Create Every Single Article From Scratch
Although they may not be useful for all of your articles, Confluence has built-in templates available for you to use when creating most of the content in your Knowledge Base. There are templates specifically for Troubleshooting articles and for How-To articles that have handy macros and formatting already incorporated. You can even customize these templates to better meet the needs of your users. If the out-of-the-box Blueprints aren't the right fit for your requirements, you can create custom templates (although you won't be able to create them from the Jira issue directly in the same way), which will save your agents time when creating articles and allow for a consistent user experience when navigating through the KB.
Don't Ignore Reports on the Usefulness of your Articles
Jira has several native reports that allow you to see how your Knowledge Base articles are performing. The Requests Deflected report illustrates how often your customers find articles useful. This report shows deflected requested and how often articles are viewed in the portal. The Requests Resolved report displays the number of requests that have been resolved with an article, those that were resolved without an article, and requests deflected in the portal. These reports are key for determining which articles are beneficial to your customers, which allows you to tailor your content to meet customer needs.
Now that you know what not to do when building your Confluence Knowledge Base, explore how Praecipio Consulting has answered other Service Desk questions, like How does Jira Service work with ITIL? or Can you really set up an ITIL-based Service Desk in 3 weeks?