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How to create a knowledge base for non-professionals ?


I work for a big hospital. The Service Desk answered hundred of calls, and my mission is to build a knowledge base through Confluence. The final product must be a website accessible from the intranet, and from which every user could find answers to their IT issues. So basically, I need to create simple content with pictures, gifs and text, organized with labels. I create a "knowledge base" space, and then create "advice article". 

Is it possible to classify these "advice articles" through menu in header, and make everything look like a website ? It's supposed to be used by users who don't have a lot of IT knowledge. So the easiest it is, the best it is ! The main website provider in my country are using a knowledge base close to what I want to achieve :

P.S. : sorry for my bad english !

2 answers

2 accepted

1 vote
Answer accepted
Jonathan Smith Community Leader Jan 27, 2020

@Jules Perrelet ,

  I think it would be worth while for you to engage an Atlassian Solution Partner to iron out all of your requirements:

  • They can help with designing your content so it matches the same look and feel (via global CSS) as your current website.
  • They would also help with licensing if your planning to open up this company wide. You can also determine if anonymous access is acceptable.

- Jonathan

Hi Jonathan, 

Thank you for your answer. There is so many different services hosted in this hospital, with so many different designs. I don't think getting one design for all is a concern. 

It's a public hospital, I'm not sure it is planned to be open-up :D 

1 vote
Answer accepted
Jason H Atlassian Team Jan 27, 2020

Confluence has a panel that displays content in a tree structure - if you organise your content appropriately into topics and sub-topics, this sounds like it might meet your requirement.

Also, including simple instructions in the home page of your space on how users can navigate using the tree structure and/or search might be a good idea.

Jonathan Smith Community Leader Jan 27, 2020

The LiveSearch macro on the home page is a must in this case. 

Like Jason H likes this

I'll take a close look at this tree structure. I was afraid that the "knowledge base" template was dedicated to only insiders.

Do you know if there is an option to show how to use it on a first visit ? On some websites, you are guided with arrows and spotlights !

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