Get the most out of your Knowledge Base space

Owned by Miles Ashlock
Jan 23, 2023
4 min read

Standardize your content with templates

Use the how-to and troubleshooting article templates to standardize the look and feel of your articles and make the process of creating new knowledge base articles super simple for your Service Desk agents.

Don't forget, templates are completely customizable, so you can set up the template with all your organization's standard information and brand formatting and let your agents take it from there. The more guidance and structure you can put in your template, the faster your team can create great articles.

 

Label and organize your content

Labels are key words that you can add to pages and attachments to make them easier to group and find. For example, you could add the recruiting label to all pages related to finding and hiring new talent. That would allow you to easily see, display, and search for related pages.

Anyone with permission to edit a page can add labels to it. You can add labels to a page while you're editing it, or after it's published, when you're viewing the page.

 

You can also insert a list of different labels to make it easy for people to find important pages. Choose from:

  • Popular labels: a list of the most popular labels in your space

  • Labels list (list all labels in your space in alphabetical order

  • When editing, type / to find and add each list of dynamic content

When editing, type / to find and add each list of dynamic content

Integrate knowledge management into your support or IT workflow

When a customer is raising a request in the portal, you can suggest articles that may be helpful. These suggestions also show relevant snippets of information from the articles, determined by AI. This makes it easier for your customers to find the answers they need without having to search and open every article.

To make sure that these suggestions are relevant for your customers, you can also use labels to limit which articles are shown.

To set up article suggestions for certain request forms:

  1. From your service project, go to Project settings > Knowledge base.

  2. Under Control article suggestions, turn on the toggle for Allow suggestions? next to the request form you want to suggest articles for.

  3. Optionally, you can add labels under Only show articles labeled to make these suggestions smarter. To make it easy for agents who write articles to remember which label to use, we recommend using a label similar to the request form.

 

 

Take your Confluence space to the next level

Extend the capabilities of your Confluence pages by adding extra functionality or including dynamic content.

To add functionality:

  1. Type ' / ' to open the list of items available to use

  2. Find the item to be inserted and select it

  3. Select Insert

 

 

Useful elements for Knowledge base space

Jira issues

If your Confluence site is connected to a Jira application, you can create and display Jira issues on Confluence pages. You can connect Confluence to any Jira application, including Jira Software and Jira Service Management. Using the Jira macro, you can:

  • Display a list of issues on your page, based on a Jira Query Language (JQL) search, filter or URL.

  • Display a single issue.

  • Display a count of issues.

  • Create new issues and display the issues on your page without leaving Confluence.

To add Jira issues to your page:

  1. Type ' / ' to open the list of items available to use

  2. Find the item to be inserted

  3. Select Insert

to edit the Jira element:

  1. Select the placeholder. The floating toolbar appears.

  2. Select Edit. The right panel opens.

  3. Modify the parameters. Your changes are saved as you go.

  4. Resume editing the page, and the panel closes.

 

 

 

Page index

Page Index creates a hyperlinked alphabetical index of all page titles within the current space.

The top section of the index contains a cell for each letter of the alphabet, with cells for numbers and symbols. Each cell indicates how many pages are in the corresponding list. The lower section contains lists of page titles followed by the first few sentences of content on that page.

Each letter, number, or symbol in the top section is hyperlinked to the corresponding cell in the lower section. Each page title in the lower section is hyperlinked to the page in the space.

The Page Index only works in spaces with fewer than 500 pages.

To add Page Index:

  1. Type ' / ' to open the list of items available to use

  2. Find the item to be inserted

  3. Select Insert

 

 

 

 

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