KB

Question 1

Can unlicensed Confluence users acces the KB from JSM ?

Answer 1

Yes but read only. Cannot like, comment or edit content or see more than just articles

Question 2

Where and how do you link a KB to your project ?

Answer 2

Project Settings > Knowledge base > Link space

Question 3

How to limit suggested articles ?

Answer 3

by Request Type, allow (or not) suggestion and restrict to some labels

Question 4

How can the agent respond with KB articles to a client ?

Answer 4

On the issue screen, in Details, look for related articles in Knowledge base and use the SHare button to add the link as a comment

Question 5

Is restriction on request types enough to prevent articles from being displayed ?

Answer 5

No, articles can still be found and consulted via Search. Change the rights on the article instead.

Question 6

How do you feature KB articles in your help center ?

Answer 6

Knowledge base > Categories > Articles : set ‘Featured’ slider on

Question 7

Where can you check the efficiency of the KB ?

Answer 7

Reports > Requests Deflected
Reports > Requests Resolved

Question 8

How can you set access rights to your KB articles from the project ?

Answer 8

Project Settings > Knowledge base
For every space, set who can view and who can edit
Project Settings > Knowledge base > (KB) > Settings. From there, you can set permissions at a very granular level.