Are you looking to deflect tickets effortlessly while proving the true value of your service desk with bulletproof data?

🚀 Whether you are gearing up for the ACP-420 Managing Jira Service Projects for Cloud certification or looking to refine your project admin skills, this episode is a game-changer!

In this session, we are combining two essential power tools: Knowledge Base (KB) integration and custom Reporting—which together make up 12% of the exam blueprint. We’ll explore how to seamlessly link Confluence spaces to Jira Service Management, control article visibility, and use self-service tricks to resolve tickets before they even reach an agent. Then, we'll pivot to reporting, where you will learn to build custom series, configure customer satisfaction (CSAT) metrics, and design dashboards that turn raw data into actionable team insights. In this episode, we’ll cover:

✅ Knowledge Base Integration: Linking and unlinking Confluence spaces directly to your service projects.

✅ KB Permissions & Management: Configuring view and edit permissions for articles within JSM.

✅ Smart Deflection Techniques: Setting up article suggestions per request type and restricting views by labels.

✅ JSM JQL Functions: Creating advanced queries with specific functions like approved(), breached(), and entitlement.

✅ Custom Dashboards & Reports: Configuring JSM custom series, gadgets, and CSAT settings to monitor SLA performance.

This session is interactive—bring your metrics challenges and documentation questions, and let's configure your reports live!

🛠️ It is entirely free and hosted on YouTube. A recording will be made available if you can't join us live.

Your instructor: Robert Hean

Robert is an experienced Atlassian educator with a passion for helping teams unlock the full potential of Jira. Known for his clear, engaging teaching style, Robert delivers actionable insights you can apply immediately to your own Jira instance.

👉 Follow Robert for more Atlassian expertise:

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