Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

How to organize Knowledge Base?

Hi there,

we are going to implement Jira Service Desk for our 1-4th Level Support. We're going to use Confluence as Knowledge Base for the Agents especially in the 1st Level.

And we have much troubles to organize this Knowledge Base.

 

Our company produces technical devices. We want to use a Page Tree with categories for the different products. Sometimes there could be Articles which relates to multiple products. We do not want to edit/create them more than once but for the 1st Level it's easier to be able to search for information in the affected product-category directly. 

Example:

  • Product A
    • Technical Description A
  • Product B
  • Product C
    • Technical Description A

The Agent searches for information about Product A. Therefor he select "Product A" in the page tree. Then he is able to see all articles about it.

Another scenario is that the agent searches for a special information and therefor he want to use a search-field.

So we have to provide two different ways to get the required information:

  • Navigating through the tree
  • Searching for information with the search

And I don't find a solution which covers this two ways.

 

We've already tried the following possibilities:

  • Include pages:  The included pages can't be searched and so it's not practicable.
  • Labels: It becomes very confusing when there are 20 labels and we have to create the page multiple times
  • Page Properties: We have to create the pages either a multiple times.

 

Do you have some ideas how to resolve this dilemma? 

Do you know some plugins which could be used therefor? (Example: The plugin can be used to create automatically multiple pages when a select box for the affected products is checked ... or some plugin to organize the Knowledge Base easier)

 

I am thankful for all hints because I searched and tried a lot. 

Thanks!

I'm sorry for my bad english, it's not my mother tongue.

1 answer

1 accepted

0 votes
Answer accepted
Laurens Coppens Community Leader Nov 05, 2020

Kathi,

The way i see it, if the persons using the KB have access to all the pages, i would place the cross product documentation in a separate section in the tree and use include page to add them under the three.

As you mention the search does not cover the includes, but if you search, you will find the page in the separate cross product section.

If you like to use the three then you can use the include part.

Is this something that would be usable?

 

Kind regards,

Laurens

Hi Laurens,

thank you for your answer. 

We're going to start with this possibility and then we will see if it's practicable.

Maybe our Support have to rethink the way they are working because I guess it's a lot of work to manage the pages.

I think I would prefer labels but I haven't work with hundreds or thousands of pages and labels yet.

Is there a guideline to use labels with high effectiveness?

Thanks.

Kathi

@Kathi I'm afraid i can't give you much advise on labels.

I'm not a big fan of labels because i find it to much of a free choice, everyone can add labels, typo's happen, ...

It helps in some cases but when the page is constructed clearly, has a clear title and is in a right space structure, i believe the search does its work quite good.

The only times i personally use labels is to show those pages in macro's, i personally never use them for search purpose.

But obviously thats my opinion, others will definitely have another one.

Here you can find some more information on how to work with labels: https://support.atlassian.com/confluence-cloud/docs/use-labels-to-organize-your-content/

And some info from adaptavist: https://www.adaptavist.com/blog/confluence-content-management-using-automation-part-1-use-a-confluence-labels-system-to-keep-content-under-control

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
SERVER
TAGS
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

189 views 1 6
Read article

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you