Four Steps to Build a More Effective Confluence Knowledge Base 📚

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How to Build a Useful Confluence Knowledge Base using data analytics

A well-organized knowledge base is more than just a collection of product manuals. It serves as a valuable resource for both customers and support teams, allowing users to find answers on their own while helping agents provide better assistance.

However, Confluence does not include built-in analytics to assess how well your knowledge base is performing. Without insights into how content is used, it’s difficult to improve the information available.

Thankfully, you can improve Confluence with Viewtracker – Analytics for Confluence. This app provides valuable data to help you refine your knowledge base and make it more useful for both employees and customers.

 

Step 1: Connect Confluence with Jira Service Management

If your team uses Jira Service Management (JSM) for customer support, linking it to Confluence can help you evaluate content effectiveness. JSM provides insight into the most common issues handled by your support team. By analyzing this data, you can check whether your Confluence pages offer solutions to these recurring problems.

When customers find answers on their own, your support team can focus on more complex issues, improving efficiency and reducing response times.

Step 2: Use Viewtracker – Analytics for Confluence to Assess Content Performance

Viewtracker – Analytics for Confluence provides detailed statistics to help you understand how well your knowledge base is being used.

• Page and space statistics: Identify which pages are frequently accessed, ensuring key information is easy to find and up to date.

• User interaction data: Learn which pages receive the most engagement through views and likes, giving insight into their usefulness.

• Device and integration tracking: Viewtracker works with other apps like Scroll Viewport, Cosmos, and Linchpin, allowing you to filter data by device, space, or blog post to see how users interact with different content types.

Step 3: Improve and Update Your Confluence Knowledge Base

As your product evolves, so should your knowledge base. Viewtracker’s analytics help you keep content relevant by identifying outdated pages and monitoring how updates affect engagement.

• Update frequently viewed pages: If an older page still gets a lot of traffic, refresh the content to ensure accuracy.

• Remove unhelpful pages: If certain content isn’t being used, consider whether it needs to be updated or removed.

• Monitor content changes: Viewtracker tracks updates to pages so you can see how revisions impact traffic and usability.

Step 4: Maintain Data Privacy Compliance

When collecting analytics, it’s essential to follow data privacy regulations. Viewtracker – Analytics for Confluence offers an Extended Privacy Mode to help you stay compliant with GDPR and other privacy laws.

• Control data collection: Adjust settings to disable usernames in analytics reports.

• Manage tracking preferences: Choose whether to automatically track all pages and blog posts or manually enable analytics for selected content.

Build a More Effective Confluence Knowledge Base

Continuously improving your documentation ensures that customers can find answers quickly and that support agents have the resources they need. By using content data analytics, you can make informed decisions to improve your Confluence knowledge base, creating a more efficient self-service system for everyone.

[Yulia Lenina _AppFox_]

Elena, great article! I really enjoyed reading about Knowledge Base building from your perspective.

I’m actually working on an article about the Knowledge Hub too and plan to include Viewtracker in it. I think it works really well alongside our app, Workflows for Confluence. Workflows helps streamline the preparation and approval process before documents go live, so the audience always sees the latest version. It also makes it easier to track which documents need a review down the line to keep everything up to date.

Excited to share more on how our apps complement each other! 😊

[Elena Zanchetta_Communardo]

Hi @Yulia Lenina _AppFox_ 

Thank you so much! I’m really glad you enjoyed the article. 😊

Your article on the Knowledge Hub sounds exciting! Viewtracker and Workflows for Confluence definitely seem like a great combination—tracking engagement alongside a structured approval process ensures content stays relevant and up to date. I’d love to read your insights on this!

Looking forward to your article and how our apps can complement each other. Let’s keep the conversation going! 🚀