You need it to be more than just a basic document collection site. Taking the development process one step further, you need your knowledge base to be well-structured, highly efficient, attractive, and engaging. This can be a huge driver for cost savings, as well as employee and customer satisfaction.Ĭonsider the question, “How many steps do our employees (or customers) have to take to contact us to find the information they need?” Engaging Pages Thanks To An Intuitive Suite of Macros The knowledge base should be designed to function as a “self-serve” portal, allowing access without requiring personal assistance from you and your staff.
Whether you’re building an internal or external facing knowledge base, the end goal is the same - helping your users help themselves. It should then come as no surprise that for projects such as the design and ongoing development of a knowledge base, Confluence Cloud is ideally suited. The word literally means, “where two or more things merge”.Ĭonfluence Cloud is synonymous with collaboration, the bringing together of ideas, documents, and resources. Put draft warnings on draft/in-progress articles in publicly visible spaces.Confluence.For more information on categories and how to find category labels for your articles, see: What are categories and how do I add an article to a category? Add category labels to your articles to allow users to find them when they browse by categories.Articles in the draft space will not be made public as part of normal KB review processes. Documentation being developed for as yet released/announced software and services should be located in the draft space.For more information on the spaces in the knowledge base, see Groups, spaces, Moira lists and permissions in the KB For more information on watches and how to configure them, see Watching Articles. This provides you with email updates when your article is edited or somebody comments on it. Copy formatted content into a plain text editor to strip out formatting before copying it into The Knowledge Base. The editor attempts to process the formatting, and can fail resulting in articles with hidden formatting that is difficult to fix. Do not copy/paste text into the edit window directly from web pages or WYSIWIG (What You See Is What You Get) editing programs such as Microsoft Word.For help with wiki markup, see: Notation Guide (Wiki Markup Help) For more complicated articles, you may prefer to use wiki markup.Use the Rich Text editor to create simple text articles.Code, Scripts, Configuration Files, and Command Line Instructions.
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