As time progresses, you should start accumulating a wealth of knowledge for common problems faced by customers. It is recommended that you capture this knowledge and make them searchable and indexable through search engines such as Google so that customers can find solutions to these common problems quickly.

In this recipe, we will set up a knowledge base using Atlassian Confluence product. By integrating with Confluence, your service desk agents will be able to create articles to capture problem symptoms and solutions based on a set of predefined templates and make them searchable in the service desk.