Knowledgebase and documentation in confluence: separate spaces or one space?

Hi,

I'm in the process of reorganizing our Confluence in order to make better use of the Atlassian combined product features. Especially the use of JIRA Service Desk combined with a knowledgebase.

I'm taking a look at how Atlassian is organized, and they have TWO spaces for each product:

Same principle is followed for confluence.
Now, I guess you could just as well create a page within the documentation space, and post all knowlebase articles under that page (using the templates like 'how-to article' etc...) 

Does anyone have enough experience to tell what the advantage or disadvantage is of separating spaces versus one space for documentation+knowledgebase?
I'm not using service desk at the moment - but I want to anticipate and obviously try to boost the 'self-resolving by customer' by giving the answers to frequently asked questions before they actually create a new issue in JIRA for us.

 

 

 

1 answer

According to the link below, if you create a space for the KB, you can specify that the space be used as a Knowledge Base and customers can search it from the Service Desk portal. That wouldn't preclude you from creating a documentation space and putting all your KB articles in there, but might increase the search results to include less than relevant results. https://confluence.atlassian.com/display/DOC/Using+Confluence+as+a+Knowledge+Base

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Nov 29, 2018 in New to Confluence

How to use Confluence Cloud for stakeholder management

Most of us don’t need much convincing that stakeholder management is important. It just makes sense that keeping everyone in-the-know on projects and assigning clearly defined roles is key to having ...

1,011 views 0 5
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you