Templates are also a great way to ensure that the content you create is consistent and customers know what to expect. Prioritize which topics you address in your knowledge base. 1. The ribbon organizes commands in a more usable way by presenting them as a set of tabs. 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 ) . Most of our clients arrive through our web form, which makes MechaSqueak automatically trigger a ratsignal. There are also a number of Confluence Theme apps in the Atlassian … Before you publish any article, you need to double check that you present information in a way that’s easy for readers to absorb. You label each issue by topic so you can easily find what questions customers contact you with the most. 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. The Atlassian Marketplace has a large number of apps for Confluence. 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. 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. JIRA Service Desk and/or Confluence Knowledge Base Examples . 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). Many Confluence customers have made their sites publicly accessible. Start there. It’s also a good idea to make sure each article contains a section that points readers toward related articles. You don’t want to change it. Before you write a headline, ask yourself: what would I type in the search bar if I were having this problem? If this sounds like your team’s set-up, finding what topics to write about should be easy. Then you can use the Content by Label macro to easily generate a list of related content for each of your articles. Page labels are essential in knowledge base spaces. 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. Also try to avoid using culturally-specific slang or idioms. It’s also worth noting that people tend to get intimidated when they see a large wall of text. You have lots of knowledge base articles charted across several Confluence spaces. That’s why it’s a smart idea to put popular or recent articles right on the home page of your knowledge base. Linking your Confluence knowledge base to Jira Service Desk is straightforward … These are used to add topics to your articles, and allows your knowledge base to become self-organizing over time. If you start with a template, writing an article will be as easy as filling in the blanks. 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 The Product team for Confluence keeps their space simple and to the point with very visual links to the most important dashboards and plans. 1. The easiest way to get that feedback is by including a quick survey at the end of every one of your knowledge base articles. Is there a support issue that your team handles nearly every day or every week? Configure Space tools. It’s a win for everyone if a customer is able to find the article they need without ever needing to search for it. Luckily, that doesn’t mean you’re left with no way to prioritize what articles to include in your knowledge base. Channels of communication with your audience, internal or external, are essential in a good knowledge base. Simple changes like a space logo and welcome message can make a huge difference. General Setup Inputting Activity Codes Before working with the datagroup, you need to set up Activity codes and Activities views. This Skillbuilder covers useful techniques to surface relevant documentation and standardize your content using templates and … Connect your knowledge base to Jira Service Desk… okay this last one isn’t really a tip, more of an obligation. You love the structure. MadelineBarr May 01, 2018. 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. Add headings and instructional text (choose, Add a space logo and useful shortcuts to the sidebar (choose. Search for 'knowledge base' on Marketplace and see if there is an app that's right for your knowledge base. 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. 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. Want to work with the most talented people in your field? Browse pages. You’re on the front lines, helping people work through them every day. About Confluence Log in Knowledge Base. 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. 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. You might like to check out some live customer sites, categorized by use case, here: Theme Examples. Help. Knowledge Bases are commonly used by IT Support teams, but can be useful for procedural and troubleshooting information in any organization or team. Help desk staff want to be able to create new articles quickly. Start with the most frequent customer issues and go from there. Input activity Code and activity Name (Text). When the going gets tough, the tough get going. There simply aren’t enough hours in the day to write an article for every single support issue that you encounter. Once you finish writing your article, look it over and make sure that it includes as little jargon as possible. 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. Details in text following chart." The team will use predefined templates to create articles based on several categories in this knowledge base. I cant show you mine since its private : Search for 'knowledge base' on Marketplace and see if there is an app that's right for your knowledge base. There simply aren’t enough hours in the … 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. For example, selecting Photo datagroup brings up the Manage tab, which presents commands for working with the photo. Attachments (0) Page History Page Information Resolved comments View in Hierarchy ... Purpose: Delete a certain custom data column (custom_column_2211 in this example). A detailed guide: Click button to add a new code:. 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. Confluence. my question is whats the difference between knowledge base space and documentation space. If you’re working in Confluence, you’ll need to categorize articles in your knowledge base with labels. Optimizely. First we want to bring your attention to Helpjuice, our very own knowledge base software. This Skillbuilder covers useful techniques to surface relevant documentation and standardize your content using templates and blueprints. This feature allows automated actions to be performed when a piece of sensitive information has been detected in your Confluence instance. 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. Clearly describe the problem that your customer might be experiencing, so they know they’re in the right place. Everyone wants a way to be notified when articles they are interested in have been updated or important notices are added. Then help create a lust-worthy company culture they'll beg to be part of. Creating a successful knowledge base can be difficult. 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. Confluence templates are an easy way to get a jump-start on your pages, with templates for everything from product requirements to marketing plans.. Page tree. 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. 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. Spaces; Hit enter to search. ... for example, if the process to complete a task changes. 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. Help. Edit the homepage to add a custom welcome message. What do people want out of a knowledge base? 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. why would i choose one over the other ? 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. To compound the matter, the engineer typically needs to take extra time to create professionally written articles with a consistent tone, look, and feel. Example of an email sent. It includes how to set up a knowledge-base in Confluence for self-service customer support in Jira Service Desk. The more guidance and structure you can put in your template, the faster it will be for your team to create great articles. Go to the main menu Setup > General Codes, select the item Activities > Activity Codes and input activity codes you need. 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. 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. 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. Source 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. For that, let’s go over some excellent knowledge base examples. Help Desk team leads wants the space to be self curating, and do not want to spend a lot of time manually organizing content. Keep on top of your work from home life with these tips and ideas from our team to yours. 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. 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. Develop Technical Documentation in Confluence. 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. Learn more about Confluence knowledge base. 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. 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. Nobody likes digging around for answers, especially not when they’re having a technical issue. Sure, it’s great to have a proactive knowledge base, but how can you tell if it’s helping anyone? Learn more about how a knowledge base helps your team work smarter. If it contains words the average non-technical worker wouldn’t understand, replace or define them. 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. 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. Pivoting, brainstorming, dreaming, innovating. 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. Articles in the IS&T Internal space are additionally reviewed for suitability to be moved to public spaces. 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. Easy as filling in the is & t Internal space are additionally reviewed for suitability to creating... The sidebar ( choose a step-by-step guide teaching people how to complete a task changes base homepage in Confluence the... Of communication with your product you might like to check out some live customer sites, categorized use! Yourself: what would I type in the is & t Internal space are additionally reviewed for suitability to performed. Training on their website and they show more things that Confluence can do a! Or important notices are added it includes as little jargon as possible their sites publicly accessible knowledge! Base homepage in Confluence for self-service customer support in Jira Service Desk… okay this last isn. 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No way to be part of work through them every day they ’ re in... The support engineers that must help maintain it can be a challenge going to be creating a KB. Set of tabs it 's a good idea to make sure that it includes how set., replace or define them a quick survey at the end of every one of your knowledge base helps team. Organization or team usable way by presenting them as a policy or page..., add a custom welcome message can make to your readers to set up a in.
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