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If you want to guide your customers to the right information, you can setup recommended links in your Service Desks. The recommended links will show up when a customer makes a search using a matching word and will limit the time the customer has to spend looking through documentation. 

Recommended links are setup on a Service Desk-project level, and any user that is an agent or a project-admin in the project can add recommended links. 

A Jira-administrator can setup global recommended links, and get an overview of the links that are setup in projects where she/he is a project-administrator.

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