- How to use confluence as a knowledge base full#
- How to use confluence as a knowledge base software#
- How to use confluence as a knowledge base code#
Space categories, according to the company's different functions, we are divided into 4 categorie. We have made 5 categories of content, and users need to follow this rule.
How to use confluence as a knowledge base code#
Knowledge Bases are commonly used by IT Support teams, but can be useful for procedural and troubleshooting information in any organization or team. The confluence knowledge base is like a code of laws to refer to when facing controversial issues. The following is my responsibility Confluence in the process of business operations for Content Classification, Space Category, Access Permission some practices. A knowledge base is a repository for how-to and troubleshooting information. Meeting minutes covering the above information, etc.Documentation of key systems or technologies.Information that is inappropriate to disclose may include (but is not limited to): We don't want space administrators to make too many page restrictions.įor content that is not suitable to be stored in Conf, it is recommended to use network disk/SVN/GIT to store it.
How to use confluence as a knowledge base full#
Want the full run-down of how Tyler Technologies built their knowledge base? Check out our case study.Our positioning of the Confluence system in enterprise usage scenarios:Ĭonfluence provides a collaborative environment for teams, truly realizes the sharing of organizational resources, and breaks the deadlock of information islands between different teams, different departments and individuals.Īs a corporate knowledge base, Confluence advocates sharing.
How to use confluence as a knowledge base software#
Confluence awesome-selfhosted,rogueyoshi a list of free software network. I can jump on and get the solution in real time.” For prospects considering Confluence for their knowledge base, this combo of ease-of-use and powerful customization is a major selling point. Access to an extensive Knowledge Base, email and phone support. You do need to understand the Document Management markup language and that takes a bit of time, but I was able to engineer this solution without waiting for a developer. “I’m not a developer but I’ve coded our solution,” Libby explains. But, pairing Confluence with an app like Comala Document Management allows people with a little bit of tech savvy to create sophisticated knowledge bases. Other customers include large Universities and tech companies. Its quite similar to what Jira Service Desk. Whos Using it Atlassian uses Confluence for their own software documentation, FAQs, and support.
We love our software engineers, but we also know how very busy they are not every team has the bandwidth for internal projects. Suggest relevant knowledge base articles in live when a customer is about to create an issue. Almost anyone can build a sophisticated KB This helps developers prioritize their issues and feature requests. By tracking the number of times an article has been attached to tickets, and the time each ticket takes to resolve, they can calculate the cost of the issue. In their knowledge base, a single page is created for an issue, and support is able to attach that page to other tickets with the same problem. But Tyler proved that the right set up can give you valuable data that feeds back into future development. Knowledge bases can inform developmentĭocumentation and knowledge base articles are often the last thought in the release cycle. One advantage of both knowledge bases is that they’re easy for users to search and find the exact solution to their problem. These can be as granular as, ‘How to rename a page in Confluence’. “We take a client question, pair it with the context, and then we write the answer.” We’ve heard the same thing from another client, the Port of Antwerp, who break their internal knowledge base into pages based on specific tasks. Instead, Tyler uses their KB to deliver actionable support. “Technical documentation is great – unless you’re having a problem it doesn’t give you solutions,” Libby Healy, the architect of their knowledge base, told us. Write articles that answer real customer questions Here are just a few insights we gained from working with them on the project.
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