Integration benefits: Confluence and Jira Service Management | Atlassian

Summary

This video explores how integrating Confluence and Jira Service Management can enhance service teams’ efficiency and improve customer experiences. By connecting Confluence as a knowledge base, customers can access self-help articles directly within the service portal or through agents' responses. This integration reduces incoming tickets, helping teams focus on complex issues while allowing customers to resolve common problems on their own. The video highlights the ease of setting up and maintaining these integrations, offering both efficiency for service teams and quick solutions for customers.

Takeaways

• 😀 Confluence and Jira Service Management can be integrated to help service teams and customers by providing a self-help knowledge base.
• 😀 By connecting a designated Confluence space to a Jira Service Management project, users can access a searchable library to resolve issues on their own.
• 😀 Service agents only need to be licensed in Jira Service Management to create and manage knowledge base articles in Confluence.
• 😀 The free Confluence plan is sufficient for knowledge base features without requiring additional licenses for Jira Service Management agents.
• 😀 Common knowledge base topics like VPN troubleshooting and video conferencing setup can help customers solve issues independently.
• 😀 Customers can search and find self-help articles in Confluence directly from the service portal to resolve common issues.
• 😀 Articles related to common issues automatically appear as customers type their inquiries in the service portal, streamlining the support process.
• 😀 Service agents can share helpful knowledge base articles directly in their responses to customers within Jira Service Management.
• 😀 Article performance can be tracked through customer feedback (thumbs up or thumbs down) and performance reports to ensure relevance and quality.
• 😀 Regularly updating knowledge base articles and monitoring their performance reduces incoming service tickets and helps agents focus on more complex issues.

Q & A

What are the main benefits of integrating Confluence with Jira Service Management?

Integrating Confluence with Jira Service Management provides service teams with access to a knowledge base, helping reduce the number of support tickets by offering self-help articles. This integration also allows service agents to respond faster, more effectively, and empowers customers to resolve issues independently.

Do you need to pay for a Confluence plan to use it with Jira Service Management?

No, you don't need to pay for a Confluence plan if you are only using it for its knowledge base features. The free Confluence plan offers all the necessary tools to build and manage knowledge base articles for your service management needs.

What types of issues can be resolved through the knowledge base?

Common issues such as VPN troubleshooting, setup questions for video conferencing tools, and other general IT support inquiries can often be resolved through the knowledge base without the need to contact service agents.

How does the integration help service teams manage their time and resources?

The integration reduces the number of tickets submitted by customers by providing them with the resources they need to solve common issues themselves. This frees up service agents to focus on more complex, high-priority tasks, saving time and optimizing resources.

Can customers access knowledge base articles directly within the service portal?

Yes, when the knowledge base integration is enabled, relevant articles are displayed in the service portal as customers type their inquiries. This allows customers to find answers instantly, which can help prevent ticket creation.

How does the integration enhance the customer support experience?

By providing easy access to self-help articles and knowledge base resources, customers can find answers to common issues quickly, reducing the need for support tickets and leading to a faster resolution time for their problems.

What role do thumbs-up and thumbs-down feedback play in managing knowledge base articles?

The thumbs-up and thumbs-down feedback allow customers to indicate whether an article was helpful. This helps service teams gauge the effectiveness of the knowledge base and identify areas for improvement, such as updating content or refining tags.

How can Jira Service Management agents use the knowledge base in their responses?

Jira Service Management agents can search for relevant knowledge base articles and directly embed links to these articles in their responses. This allows customers to access self-help resources quickly and resolve issues without further intervention.

What should service teams do if they notice a knowledge base article with high views but low deflection rates?

Service teams should review the article and consider updating its content, improving its tags, or making it clearer to increase its effectiveness. Articles with high views but low deflection rates may indicate that the current content is not fully addressing customer needs.

How can you start using Jira Service Management and Confluence if you don't have an Atlassian Cloud site?

If you don't have an Atlassian Cloud site, you can start a free trial of any Atlassian product, including Jira Service Management and Confluence. Simply visit the Atlassian website and sign up to begin exploring the tools and integrations.