Improve customer service, streamline your request process, and reduce service requests at your organization
Outcomes
- Set up a knowledge base for customer self-service
- Automate common tasks to streamline the request process
- Use best practices to reduce requests and improve your request process
About this course
Give your whole team the knowledge to create a self-service knowledge base, automate common tasks, and use best practices to improve your service request management process.
Your team will gain hands-on experience using Jira Service Management, including Assets for asset management — along with Confluence for knowledge management. They’ll also learn how to create and interpret Jira Service Management reports to gain insights for improving the process.
Your team will experience both IT and business use cases, incorporating enterprise service management practices.
This course is designed for service project Cloud administrators, Jira Cloud administrators, and members of service teams such as IT support managers, technical leads, customer service managers, and help desk managers.
Before taking this course we suggest that your team is already familiar with the topics covered in Managing Jira Service Projects like queues, request types, SLAs, automation, and the customer portal.
