Discover the capabilities of Jira Service Management in our interactive half-day session, focusing on enhancing service productivity and customer satisfaction through customer portal and agent functions. Learn how Atlassian
Intelligence optimizes SLA compliance and gain proficiency in knowledge management and approval workflows to efficiently manage requests and bolster service desk performance. Unlock the potential of your team with practical insights and hands-on training.
Intelligence optimizes SLA compliance and gain proficiency in knowledge management and approval workflows to efficiently manage requests and bolster service desk performance. Unlock the potential of your team with practical insights and hands-on training.
Outline
- Introduction to Jira Service Management (JSM):
- Understanding the JSM environment
- Navigating the customer portal
- Searching for articles and requests types
- Submitting service requests
- Customer views of communications and workflows
- Agent functionality in JSM:
- Overview of Jira and JSM navigation
- Utilizing queues for efficient ticket management
- Managing tickets: locating, updating and sharing
- Communicating with customers: comments, notifications, and feedback
- Using knowledge Base articles
- Building a knowledge base with Confluence:
- Creating and managing knowledge base articles
- Best practices for article structuring and categorization
- Integrating knowledge base with customer portal for self-service
- Approvals in JSM:
- Configuring approval processes for service requests
- Managing approval workflows: single and multiple approvals
