Want to work with the most talented people in your field? Knowledge Bases are commonly used by IT Support teams, but can be useful for procedural and troubleshooting information in any organization or team. Configure Space tools. When done right, however, creating a proactive knowledge base can dramatically shave the number of issues in your support queue and save your team hours of work. It’s a win for everyone if a customer is able to find the article they need without ever needing to search for it. You don’t want to change it. To make it easy for your users to create knowledge base articles, such as your help desk or support team, we recommend customizing the how-to and troubleshooting article templates to make them relevant for your organization. For those building a knowledge base in Confluence, the Forms for Confluence app allows you to create custom surveys and store responses directly in your Confluence internal database. Before you publish any article, you need to double check that you present information in a way that’s easy for readers to absorb. Many teams find it helpful to put a link to their Jira Service Desk, which the growth team does on the right side of their page in the image below.Jira Service Desk is service desk software that lets IT service teams track, manage and resolve requests. General Setup Inputting Activity Codes Before working with the datagroup, you need to set up Activity codes and Activities views. Start with the most frequent customer issues and go from there. Spaces; Quick Search. Of course, while we probably all wish that we had a perfect system for tracking support issues, this isn’t always the case. Here’s a basic structure you can follow: This is roughly the structure that Atlassian’s own support team uses for drafting their knowledge base articles. Don’t stress: You don’t need to be an author to write a successful knowledge base article. A common addition to Knowledge Base spaces is a survey or form tool, which enables you to get feedback on the usefulness or usability of your knowledge base articles. Introduction. It takes willing Support Engineers to break away from the queue and give attention to creating knowledge base articles intended to help customers help themselves. Spaces; Hit enter to search. The convert() function has one required parameter which is the price source to be used in calculating the value of the items which convert to the target item. Building a knowledge base that works for both the customer and the support engineers that must help maintain it can be a challenge. Everyone wants a way to be notified when articles they are interested in have been updated or important notices are added. This Skillbuilder covers useful techniques to surface relevant documentation and standardize your content using templates and … Nobody likes digging around for answers, especially not when they’re having a technical issue. People from all around the globe could end up looking for answers in your knowledge base, so make sure that your writing is accessible to everyone. Most of our clients arrive through our web form, which makes MechaSqueak automatically trigger a ratsignal. Creating a successful knowledge base can be difficult. Then you can use the  Content by Label macro to easily generate a list of related content for each of your articles. Using an IT Support team as an example: You'll need the Create Space global permission to do this. newbie to confluence - im trying to set up a wiki for our company and we would like to use confluence for all dcoumentation- support and also technical docs. It’s also a good idea to make sure each article contains a section that points readers toward related articles. This means that words and descriptions that might seem simple to you could be confusing to your readers. Tip: You’ll have to make sure that your article headlines include certain key words to make sure that your customers can find them via the search bar. Source The Atlassian Marketplace has a large number of apps for Confluence. When the going gets tough, the tough get going. Help. Prioritize which topics you address in your knowledge base. When starting off your knowledge base space, it's a good idea to brainstorm a few topics to get started. If this sounds like your team’s set-up, finding what topics to write about should be easy. Linking your Confluence knowledge base to Jira Service Desk is straightforward … Confluence has easy integration with JIRA, so these assets become an integrated piece. Browse pages. This Skillbuilder covers useful techniques to surface relevant documentation and standardize your content using templates and blueprints. The team will use predefined templates to create articles based on several categories in this knowledge base. Online Help Keyboard Shortcuts Feed Builder What’s new ... You're reading an article from PHE's web content knowledge base - the best place to find answers to your content questions. One simple way to do this would be to add some labels to Jira to indicate the issue should appear in the knowledge base (for example 'printer-kb'), and then add a Jira Issues macro with a query like 'label = 'printer-kb and status <> resolved'' on all articles with the printer topic. I am looking for examples of these products in action. 1. If somebody is faced with a problem that makes them completely unable to use your product, you’ll want to give them as many resources as possible to fix that problem quickly. It may be helpful to ask one of your colleagues from a different team to look over the article to see if they understand it. A how-to article, on the other hand, should offer a step-by-step guide teaching people how to complete common tasks with your product. Scale your IT team with Confluence Knowledge Base, the self-service knowledge base, built for JIRA Service Desk. A knowledge base is a repository for how-to and troubleshooting information. For that, let’s go over some excellent knowledge base examples. App Knowledge Base. ... for example, if the process to complete a task changes. Once you finish writing your article, look it over and make sure that it includes as little jargon as possible. To compound the matter, the engineer typically needs to take extra time to create professionally written articles with a consistent tone, and look and feel. Your knowledge base will fill up with articles quickly and you can’t expect people to search through all of them –– even if they’re organized alphabetically or in different categories. The ribbon organizes commands in a more usable way by presenting them as a set of tabs. Click button to add a new code:. Customers want fast access to a solution, and relevant search results. Clearly describe the problem that your customer might be experiencing, so they know they’re in the right place. Anticipate their needs each step of the way so they can work through the article without getting confused or frustrated. Sure, it’s great to have a proactive knowledge base, but how can you tell if it’s helping anyone? 1. About Confluence Log in u-Platform Knowledge Base. Confluence. You love the structure. You have lots of knowledge base articles charted across several Confluence spaces. Browse pages. Give step-by-step instructions for how to fix the problem. Details in text following chart." The Product team for Confluence keeps their space simple and to the point with very visual links to the most important dashboards and plans. It takes willing support engineers to break away from the queue and give attention to creating knowledge base articles intended to help customers help themselves. People are significantly more likely to absorb and retain textual information when it’s accompanied by pictures, so this extra step could go a long way when it comes to improving your article’s readability. If you’re a support engineer, you probably don’t even need to look at support issues to know what questions your customers deal with most frequently. Luckily, that doesn’t mean you’re left with no way to prioritize what articles to include in your knowledge base. We also recommend customizing the look and feel of your space. We have both products on-prem. Make sure you also have a way to track and organize results to figure out whether or not an article is helpful or needs improvement. The more guidance and structure you can put in your template, the faster it will be for your team to create great articles. Channels of communication with your audience, internal or external, are essential in a good knowledge base. Culture, tech, teams, and tips, delivered twice a month, 5 tips for building a powerful knowledge base with Confluence, How Factom Inc. uses Portfolio for Jira to keep an evolving roadmap up-to-date and communicate status with stakeholders, AWS status: The complete guide to monitoring status on the web’s largest cloud provider, 6 things you should know before & after integrating Jira Software Server with Bitbucket Server. First we want to bring your attention to Helpjuice, our very own knowledge base software. In the best-case scenario for prioritizing what to document, you already have a well-organized system for tracking support issues. You need to capture feedback from visitors to learn how effective your articles are. Simple changes like a space logo and welcome message can make a huge difference. Develop Technical Documentation in Confluence. Articles in the IS&T Internal space are additionally reviewed for suitability to be moved to public spaces. why would i choose one over the other ? Contextual tabs remain hidden when the module is not selected. Optimizely’s knowledge base is huge, and it contains a community forum, a traditional knowledge base, an educational academy, certification programs, developer documentation, and a link to regular support. The knowledge base space blueprint includes everything you need to get started, including article templates, and a pre-configured homepage with Livesearch and Content By Label macros. If you’re working in Confluence, you’ll need to categorize articles in your knowledge base with labels. I cant show you mine since its private : Connect your knowledge base to Jira Service Desk… okay this last one isn’t really a tip, more of an obligation. In addition to breaking up your article with multimedia elements, make sure that you’re separating out different steps with numbers or bullets and dividing different sections with informative headings. … If you’re using Confluence to build your knowledge base, all you need to do is add in the Livesearch macro, which is free and automatically built in. To compound the matter, the engineer typically needs to take extra time to create professionally written articles with a consistent tone, look, and feel. Templates are also a great way to ensure that the content you create is consistent and customers know what to expect. Learn more about how a knowledge base helps your team work smarter. Input activity Code and activity Name (Text). Helpjuice. That’s why it’s important to prioritize what topics you address in your knowledge base in order to make the most out of your time. Learn more about Confluence knowledge base. To decide what sections to include in your template, just put yourself in the shoes of a customer. There simply aren’t enough hours in the … We'll show you what it means to embrace transparency, foster a sense of belonging, form connections, and have a little fun along the way. my question is whats the difference between knowledge base space and documentation space. This is great for helping customers save time if they are having multiple similar problems or if they’ve clicked on an article that covers a topic they were searching for, but doesn’t answer their exact question. Keep on top of your work from home life with these tips and ideas from our team to yours. Yeah confluence its basically a form of a wiki knowledge base area but, the thing is that confluence can be connected with other atlassian products such as jira. Hi Everyone, We are going to be creating a Confluence KB and integrate it with our JIRA SD. Multi-Space Knowledge Base Searcher bridges the gap in search capabilities to compile search results from several Confluence spaces into 1 Jira Service Desk support portal. For example, selecting Photo datagroup brings up the Manage tab, which presents commands for working with the photo. Alternative text for chart: "Speed performance over time. The easiest way to get that feedback is by including a quick survey at the end of every one of your knowledge base articles. Add headings and instructional text (choose, Add a space logo and useful shortcuts to the sidebar (choose. convert() This is a special function for dealing with item conversions. Setting up your Confluence knowledge base with Jira Service Desk. In this post, we’ll offer 5 tips for creating a powerful knowledge base that’ll be simple to maintain and that will help your customers quickly find answers to any questions they might have. So when you’re designing your knowledge base’s layout, your primary goal should be that customers are able to find information as quickly as possible. Confluence is a knowledge base, or wiki, that organizes and stores all of your information assets around the projects we are doing in JIRA (like, product requirements), or general things like meeting minutes, marketing assets, design documents, etc. It also includes a check on whether the client is on emergency O2.) Search for 'knowledge base' on Marketplace and see if there is an app that's right for your knowledge base. Remember that your customers aren’t as familiar with your product as you are and, in many cases, they won’t have a technical background. If you start with a template, writing an article will be as easy as filling in the blanks. You can take a look at the templates they created in Confluence for how-to and troubleshooting articles here: ✅Tip: You should author a troubleshooting article for common problems that customers might have. JIRA Service Desk and/or Confluence Knowledge Base Examples . Optimizely. Page labels are essential in knowledge base spaces. That’s why it’s a smart idea to put popular or recent articles right on the home page of your knowledge base. Help. Using Confluence for Documentation and Knowledge Bases Enroll for free 61 mins Learn how to ensure your documentation-type content is easy to manage and consume. Page tree. All articles that are created or edited are reviewed by the Knowledge Base team for adherence to this best practice guide and updated to conform to accessibility and style standards listed herein. find out that the requirements were changed sometime after development started and due to lack of communication about the change testers were not made aware of this change before testing started Page tree. A detailed guide: There are also a number of Confluence Theme apps in the Atlassian … These are used to add topics to your articles, and allows your knowledge base to become self-organizing over time. Example of an email sent. Is there a support issue that your team handles nearly every day or every week? A common addition to Knowledge Base spaces is a survey or form tool, which enables you to get feedback on the usefulness or usability of your knowledge base articles. Another way to make sure that your point is coming across loud and clear is to include images, GIFs or videos that visually illustrate the descriptions you give in your article. Working from home isn't easy, and the transition from the office to home isn't totally natural, but with enough awareness and some good advice you can increase your productivity, improve your communication, and remain connected with your team. Start there. Before you write a headline, ask yourself: what would I type in the search bar if I were having this problem? Help Desk team leads wants the space to be self curating, and do not want to spend a lot of time manually organizing content. Luckily, there are three easy changes you can make to your knowledge base to ensure it’s easy to navigate. Here are some out-of-the-box options: If your Confluence site is connected to another Atlassian product (via an application link), you can make use of these great integration features: The Atlassian Marketplace has a large number of apps for Confluence. Confluence templates are an easy way to get a jump-start on your pages, with templates for everything from product requirements to marketing plans.. Setting up a knowledge base in Confluence You're the Confluence admin of Acme Corp and you've been assigned to create a Knowledge Base for the internal IT support team. Also try to avoid using culturally-specific slang or idioms. MadelineBarr May 01, 2018. This feature allows automated actions to be performed when a piece of sensitive information has been detected in your Confluence instance. Many Confluence customers have made their sites publicly accessible. While it takes time and effort initially to create a knowledge base, you’ll free up time for your team in the long run to focus on other projects. Attachments (0) Page History Page Information Resolved comments View in Hierarchy ... Purpose: Delete a certain custom data column (custom_column_2211 in this example). About Confluence Log in Knowledge Base. Pivoting, brainstorming, dreaming, innovating. The fastest way to get them the help they need is through adding a search function so they can easily type in their problem and find a solution. If it contains words the average non-technical worker wouldn’t understand, replace or define them. You can generate a list of recent articles to your knowledge base homepage in Confluence using the Recently Updated macro. Users will generally find articles by searching, and using the topic navigation on the homepage and end of each article, rather than navigating through a tree-like page hierarchy. Go to the main menu Setup > General Codes, select the item Activities > Activity Codes and input activity codes you need. It is useful for both Confluence Server Administrators and Confluence Cloud administrators. You should go to atlassian training on their website and they show more things that confluence can do. It may also be worth prioritizing issues that are serious, even if they do not come up as frequently. You can also add additional templates, such as a policy or procedure page templates. Get inspired by the many ways workers are adapting in times of stress, and you'll start to see your own silver linings, too. Then help create a lust-worthy company culture they'll beg to be part of. Articles … What do people want out of a knowledge base? It includes how to set up a knowledge-base in Confluence for self-service customer support in Jira Service Desk. You'll need Space Admin permissions to do this. When you start addressing the issues that come up the most, your team will be contacted less and will have more time to focus on other high value projects (or to write more articles ) . The Atmosphere Data Store (ADS) is the cornerstone infrastructure which supports the implementation of the Copernicus Atmosphere Monitoring Service (CAMS).It is built on the same infrastructure as the Climate Data Store (CDS). Creating a successful knowledge base can be difficult. Edit the homepage to add a custom welcome message. You might like to check out some live customer sites, categorized by use case, here: Theme Examples. Ratsignal Eravate PC (“Ratsignal” is a codeword that triggers an alarm in most of our IRC programs. You label each issue by topic so you can easily find what questions customers contact you with the most. Configure Space tools. It’s also worth noting that people tend to get intimidated when they see a large wall of text. 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