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Has anyone built their customer-facing knowledge base on Confluence?

Jess Katz

I am looking for examples of knowledge bases that are external/customer-facing that have been built on Jira/Confluence for some inspo. I am revamping our Help Center and we use Jira.

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Zoriana Bogutska_Kolekti

Hi @Jess Katz

Here are some sources that might be useful for you on this stage:

- article about how to create a Knowledge base in Confluence https://community.atlassian.com/t5/App-Central-articles/How-to-create-a-knowledge-base-in-Confluence/ba-p/2291458

- guide from Atlassian about how to open your Confluence pages for anonymous access https://support.atlassian.com/confluence-cloud/docs/make-a-space-public/ and share content externally with public links https://support.atlassian.com/confluence-cloud/docs/share-content-externally-with-public-links/

- also you can consider third-party apps e.g. Mosaic for improving your content page design and structure and to use its templates for the Knowledge base

Hope it will help

Dirk Lachowski_b0vz9b

Not Confluence alone, but we’re using the Scroll Viewport plugin by K15t ( https://marketplace.atlassian.com/apps/1211636/scroll-viewport-for-confluence?tab=overview&hosting=cloud ). You just point it to one or more Confluence spaces and it generates a searchable, static hosted site from it, complete with SSL certificate. Super easy to use. Gets you sites like this: https://help.cobai.com/store-admin/latest/

unknown

Hello,
Here are some knowledge bases for you to browse:

They were made with the Spacecraft app that turns any ordinary confluence space(s) into a brand conform public site with the possibility to hide native confluence elements like comments, contributors, etc.,

Kristian Klima_gtcuat

Hi @Jess Katz and welcome to the Community

Yes, you can!

This is our site https://docs.emplifi.io/ that's based on Confluence and created with Scroll Viewport by K15t that @Dirk Lachowski mentioned.

We also have an internal site protected by SSO (can be access by people who are under our SSO but don't have a Confluence seat). Both sites originate from a single Confluence space and share about 80% of the content.

If you want to learn more, you can read my Community articles on the subject:

Nils Bier _K15t_

Hi @Dirk Lachowski - thanks for mentioning Scroll Viewport here

I just had a look at your site and it looks like your language picker doesn't work - it shows the German content, no matter if English or German is selected in the picker.

Not sure if you're aware of this, so I wanted to let you know real quick

Cheers,
Nils

Yulia Lenina _AppFox_

Hi Jess and welcome to the Community!

Confluence is an excellent choice for creating a structured and secure customer knowledge base. You can see how we use Confluence and Scroll Viewport for our own product documentation here - https://docs.appfox.io/.

Based on best practices from our and our customers experience, I’d recommend:

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.
Setting Permissions Carefully: Use Confluence’s permission settings to control access so customers only see what’s intended for them.
Structuring Content for Easy Navigation: Organise pages using a clear hierarchy (FAQs, user guides, troubleshooting, etc.), and use labels/metadata to improve searchability.
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
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.

Jess Katz

Thank you so much Kristian - I had no idea this existed. We use Confluence Standard - does Scroll Viewport work with the standard plan? Also if you're open to connecting via Zoom please let me know! Would love to learn more.

Jess Katz

Thank you so much this is very helpful!

Kristian Klima_gtcuat

Hi Jess, yes, it works with any Confluence tier.

Feel free to contact me on LinkedIn

Dirk Lachowski_b0vz9b

@Nils Bier _K15t_ Thanks for the heads up, I indeed didn't notice that there's a language selector in Scroll sites. Interesting.

Dirk Lachowski_b0vz9b

@Kristian Klima Looks amazing. How did you make those topic tiles on the landing page?

Kristian Klima_gtcuat

@Dirk Lachowski

It's optional - you need Scroll Documents with Translations add on to make use of it. Other swtichers include versions (as in 'semantic versioning) and variants (conditional content).

Scroll Docs can turn Confluence into a genuine product documentation tool.

Marshall Walker Lee

Yes, plenty of Atlassian customers have used Confluence to create and maintain KBs for their users. There are also Atlassian Marketplace apps that can help if you're looking to do this for your customers.

Maksym Babenko_TypeSwitch_

Yes, definitely. A lot of teams use Confluence as the content source for customer facing help centers and knowledge bases.

The main limitation is usually the public experience, branding, and SEO side.

If you want a lighter setup for publishing selected pages publicly, Public Pages for Confluence could be worth a look.

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