how to use confluence as a knowledge base

Connect Confluence with Jira: you can track progress on a Confluence page and summarize the most important information, so you can easily share it.✔️ Use labels: for example, if you have a WiFi access request type, you can label it with “wifi”, and the customer will only see suggested articles with that label.Ĭonfluence here is useful in combination with Jira, but if you don’t have it, no worries, because you can still collaborate on projects by using one of the hundreds of templates available. ✔️ Create a documentation space for each product or service. This means that when a customer opens a request in the portal, the portal can suggest articles that may be helpful. You can link spaces to JSM to attach articles to support requests, or you can set up article suggestions in portal request forms. For external use: you can write tutorials, troubleshoot articles, and communicate product changes to your customers.✔️ Don’t forget to properly set up permissions ✔️ Create a separate space for each area, such as HR, legal, IT, etc. For example, it can be used to document policies and procedures, so teams have fast access to information on different topics that is organized and can be easily found. For internal use: it can be the source of truth for important information in your company.Here you can create an entire database of information that you can use both internally and externally. Use Confluence as a self-service knowledge baseĬonfluence is especially useful if you sync it with Jira Service Management (JSM).In this first article I’ll explore all the types of projects and initiatives you can use for collaboration on Confluence, while in the next I’ll explain how each team can use it to fit their needs and requirements.

Many customers have asked me what’s the added value of this tool compared to others, so here’s a short guide on all the ways you can use Confluence. Have you ever wondered if you’re using Confluence to its full potential?Ĭonfluence is such a flexible tool, and can be used in so many ways, that a lot of people get confused about it. 2023 Elena Valgoi Atlassian, Knowledge Management, NetEye, Service Management You’re Not Using Confluence the Right Way

How to use confluence as a knowledge base