Confluence Knowledge Base Articles - Access from Support Portal

Question

Hi there!

I have been browsing articles to try to discover how to make our Knowledge Base for customers easily accessible from our service management portal home page.

I have figured out permissions to ensure that they are able to have articles pop up as they search for topics, but I would love a link to bring them to the actual knowledge base.

Is this possible?  Perhaps there is a work-around or the ability to add a link to the service management page?

I did read something about adding an OAuth link, but I am not sure if that will do the trick as it relates to accessing directly from the portal page.

It seems like a miss to have a Service Management software, but no ability to browse the knowledge base for customers.  I hope I am just missing something 🙂

Thank you so much in advance!

Brant Schroeder · Answer

You could add them to your confluence space but this will require you to manage who has access and will incur a licensing cost.  The management alone I think would be a nightmare to maintain.  I would still recommend using the portal as designed and see how this works for you.

Kyla Kearns · Answer

Thanks, Brant!

There is one issue with this - We do not want to make our Confluence space public, so if that's the case, could we add our customers to the Confluence space so that they would have access through user permission settings?

If we were able to isolate any group that has a Support Portal Login and allow those persons the ability to view the Confluence space, I think it would work.

I did add the link to the Announcement section which would definitely be sufficient.  It's just a matter of granting the appropriate permissions to those holding a support portal login..

Brant Schroeder · Answer

Yes you would need to make the confluence space available to the public through anonymous access or have public links in you KB articles.  If you make the space public the only way to link to the confluence space through the portal would be through an announcement banner using the default application.  You can use an app like refined theme to provide additional customization.  I would suggest using the default delivered functionality and seeing how it goes before making to many changes.