Service Desk Knowledge Base Articles

Hi is there a way to display all the knowledge base article titles with links on the home page of the service desk portal.

Service desk knowledge base articles.

What is knowledge base. The service desk knowledge base benefits your team and your customers by. When agents view a request the knowledge base recommends related articles that they can reference or share with customers. Hi we have our jira service desk server instance linked to a confluence knowledge base space and the searches of this kb works well when we use labels.

Your service desk will search the confluence space you have linked for any articles that contain keywords in the request s summary field. A knowledge base kbase is an organized repository of relevant data structured with it best practices and knowledge gained from practical experiences. Without a knowledge base your organization runs the risk of inconsistent support lengthy telephone calls and unhappy customers to name but a few of the associated issues. How to build an effective help desk knowledge base.

Important things to note. I m not sure our users public will necessarily know what to search for and the titles would give them a useful hint. Linking jira service desk to confluence and using it as a knowledge base lets your agents share their expertise through knowledge base articles and how tos. They can be linked from requests searched in confluence or shared via direct links.

These resources address a wide range of tech questions and concerns allowing. Use these 10 stellar knowledge base examples for inspiration. Solarwinds service desk offers an employee self service portal with a knowledge base help desk full of step by step articles and tutorials. However due to the fact that the related knowledge base articles does not have labels applied we have found that the results which are returne.

A full fledged kbase will help improve agent productivity and customer satisfaction. A knowledge base is arguably one of the most important tools that your organization s it service desk needs. 10 great knowledge base examples from top to bottom a.