Eduard Lefitov - Beyond having a Knowledge Base...
Więcej niż Jira'26 Eduard Lefitov - Beyond having a Knowledge Base: Improving First-Contact Resolution rates in Knowledge Centric Support with apps and Atlassian LLMs Knowledge Centric Support (KCS) is a methodology that compliments ITIL IT Service Management (ITSM). KCS focuses on knowledge as a company asset. Ed will talk about his customers in New Zealand and Australia tracking performance of their Knowledge Bases in Atlassian JSM to continuously optimise KB, and improve self-service and first-contact resolution rates.
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