7 Confluence templates to level up your self-service knowledge base

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Are your support teams overwhelmed with tickets? Are customers struggling to find information that should be easily accessible? Your knowledge base might need some help!

The good news: you don't need to start from scratch, and you're not alone. Confluence templates are here to save your day. If you're just getting started, take a look at our guide to creating a knowledge base in Confluence first.

Why templates matter for self-service knowledge bases

Templates get great pages created quicker, so you can share the right information with all your customers:

• Cut down on creation time: Quickly build articles that readers can easily follow. Templates are ideal for building troubleshooting and installation guides in bulk.
  
  
• Keep content fresh: Templates help you keep your pages up-to-date and relevant, meaning customers always have the right information at their fingertips.
  
  
• Boost brand trust: Consistent, clear pages built from templates can help create a great impression that your company is trustworthy and reliable.

Basic templates included with Confluence Cloud

Best for: Creating a small framework of articles to help your customers solve problems

While Confluence has a limited number of built-in templates suited to customer-facing knowledge bases, these simple yet effective page layouts will keep customers informed and ready to tackle their problems.

1. How-to Article template

One of the most fundamental pages to include on your knowledge base is a how-to article (or 20, depending on your product/service offerings). Confluence's how-to article template is a great starting point. It includes prompts to add step-by-step instructions and related articles, helping you write clear and straightforward walkthroughs for your customers.

To use this template, search "How-to article" in the Confluence templates library.

🚀 Looking for a how-to article template with more polish and professionalism? ➔ Take a look at template 4 on our list.

2. Troubleshooting Article template

 Sometimes things go wrong, but sometimes a bit of hand-holding is all a customer needs to fix their problem. This troubleshooting article template helps users navigate through known issues, providing different approaches to resolve an issue. It's stripped back and simple, letting readers focus on reaching a resolution.

To use this template, search "Troubleshooting article" in the Confluence templates library.

🚀 Want to make your troubleshooting articles look trustworthy and branded? ➔ Take a look at template 5 on our list.

3. Blog Post template

From release notes to upcoming product updates, blogs can keep your self-service knowledge base up-to-date with information, so users know what's changed and what to expect in the future. It's also a handy way to show that your product or service is still being supported and actively worked on.

While Confluence's Blog Post template is essentially a blank page, it lets you quickly insert a new post into the Blogs section of your space.

To use this template, search "Blog post" in the Confluence templates library.

Visual knowledge base templates from third-party apps

Best for: Creating engaging, professional knowledge bases that leave a great first impression

Seeking something more suitable for your customer-facing knowledge base? Some third-party formatting apps come with their own range of visual templates.

We cover four that come bundled with Mosaic for Confluence below:

4. How To Article template

Looking to add some brand flair to your how-to articles?

This template takes the built-in Confluence version and refines it, making your articles sleeker and clearer. With backgrounds working as headers to break up the page and tabs that break down more complicated steps into smaller, bite-sized chunks, your instructions are easier than ever to follow.

⚡️To use this template: Install Mosaic, then search "How to article" in the Confluence templates library.

5. Troubleshooting Article template

Want to help your users troubleshoot multiple issues without navigating to different pages?

While Confluence Cloud’s native template includes the bare bones to set up your troubleshooting article, this template lets you present various troubleshooting issues in a sleek, compact way with the help of tabs. It also includes engaging Advanced Cards to share related content and helpful links.

⚡️To use this template: Install Mosaic, then search "Troubleshooting article" in the Confluence templates library.

6. FAQ Page template

To make a knowledge base truly self-service, your customers need a place that answers all of their burning questions. This template helps you create it with ease, featuring collapsible sections that hide any FAQs that users aren't interested in reading. Customise this page to cover everything from installation to payment queries, and watch your support tickets disappear.

⚡️To use this template: Install Mosaic, then search "FAQ page" in the Confluence templates library. 

BONUS: Pull your pages together with a Knowledge Base template

You have the framework, but now you need a central page where all your links will live. Enter the knowledge base template: the perfect homepage for your customer-facing documents.

This template helps you create a great first impression for readers on the hunt for information. You can even tailor the visual macros in your company colours to create a trustworthy, branded single source of truth for all your customers to use.

⚡️To use this template: Install Mosaic, then search "Knowledge base" in the Confluence templates library.

Get your hands on more great templates:

• Must-have templates for your HR toolkit
• Essential templates for project management
• Top templates to kickstart employee onboarding
• Templates to streamline your marketing team

What other templates would help you build your Confluence customer knowledge base? Let us know in the comments! 👇