Knowledge Base

[Otis Hill]

Could you demo setting up a knowledgebase? I want to have a customer knowledgebase for documents. I do not want them to have visibility into sensitive information or access to other customers information. I want it to serve as a general knowledgebase for our customers.

[Kristian Klima]

Hi @Otis Hill 

This might help: How to build a product documentation solution in 30 minutes 

It's my article on building product documentation on Confluence.

(expansion on the article is here)

[Yulia Lenina _AppFox_]

Hi @Otis Hill

That sounds like a great plan! Confluence is an excellent choice for creating a structured and secure customer knowledge base. Based on best practices, I’d recommend:

1. Using Separate Spaces :Create a dedicated Confluence space just for your customer knowledge base. This ensures customers don’t have access to internal or sensitive information.
2. Setting Permissions Carefully: Use Confluence’s permission settings to control access so customers only see what’s intended for them.
3. Structuring Content for Easy Navigation: Organize pages using a clear hierarchy (FAQs, user guides, troubleshooting, etc.), and use labels/metadata to improve searchability.
4. Managing Content with Workflows for Confluence – our app can help automate content approval and ensure only reviewed and up-to-date documents are published. You can:
   • Set up approval workflows before content goes live.
   • Automatically publish approved documents from an internal space to the customer knowledge base.
   • Track document status to ensure outdated information is reviewed and updated.
   • And much more
5. Publishing with Scroll Viewport: If you want a more polished, website-like experience, Scroll Viewport by K15t can turn your Confluence space into a professional customer portal.

[Septa Cahyadiputra]

Hi @Otis Hill

I especially agree with @Dan Breyen suggestion here as it will allow you to create customer portal through JSM and the additional features that comes with it.

If you are opted for Confluence only, then configuring anonymous access in your global permission and further down to space permission  is good way to start. Then you can play around with the permission further once you get the hang of it.

Don't hesitate to ask more question in the community, I bet you will get some guidance easily here.

regards,
Septa Cahyadiputra

[Dan Breyen]

Hi @Otis Hill welcome the community.  I found this Confluence Knowledge Base community article which may help you out.  I like the suggestion of using JSM to provide a front end for the Knowledge Base.  You should be able to get away with the free license as you don't really need Agents if you're not answering Support questions but just providing information to them.

This article would give you some more information on the JSM/Confluence integration possibilities: Confluence & JSM 

Hope that helps.