Looking for a customer facing/access knowledgebase for large body of content. Being able to search is key. Wondering who has used Confluence for this and any setup tips/best practices. Looking for good/not so good feedback. Thank you!
What type of feedback do you hear from your customers who are using it?
I've found a lot of comments regarding using Confluence internally, but can't find info on using it for an external facing solution. Thanks!
We're using Confluence as a knowledgebase and we've had a few reports of users not being able to find what they are looking for. The problem seems to be stemming from two issues:
1. Users are used to Google, so they expect Confluence to just "understand" what they are searching for.
2. Related, users don't necessarily use the same words or terms as documentation writers, so search fails there.
I don't know if there is a solution to either of those points but that is our experience.
The platform is, I think, pretty good for holding the knowledge … but structure and content isn't enough. If a user can't figure out the structure because they don't know enough to figure out where to look for the answer, they are going to resort to search and if search lets them down ...