Confluence Knowledge Base

A knowledge base answers questions before anyone has to ask them. Customers solve problems on their own, and support agents find consistent answers in seconds. Confluence offers templates and tools that turn scattered tips into a tidy library of articles.

Internal vs Public Knowledge Bases

Type	Audience	Typical Content
Internal	Employees and agents	Procedures, troubleshooting steps, policies
External	Customers	How-to guides, product tips, error fixes

Many organisations connect Confluence to a service desk product so that agents and customers see matching articles. Setup options depend on your edition, plan, and the tools your company uses.

Article Types

How-To Articles

A how-to article walks a reader through a task from start to finish. Use numbered steps and a screenshot for tricky moments.

Troubleshooting Articles

A troubleshooting article starts with a symptom, such as an error message, and lists causes with fixes. Readers search with the words they see on screen, so include the exact message text.

Reference Articles

A reference article holds facts: limits, settings, and definitions. Tables suit this type well.

The Article Flow Diagram

Customer problem
      |
      v
Search the knowledge base
      |
      +--> Article found --> Problem solved --> (optional) feedback
      |
      +--> No article    --> Contact support --> Agent solves it
                                                     |
                                                     v
                                          Agent writes new article

Every unsolved case becomes a new article, so the knowledge base grows from real demand.

Writing a Great Article

• Use a title that matches the way people ask the question.
• State the problem in the first sentence.
• Write short numbered steps with one action each.
• Show the expected result after the key steps.
• List related articles at the end.

Organising the Library

Group articles by product or topic with parent pages. Add labels for symptoms and features, such as login, billing, or mobile. Build a landing page that lists categories and highlights the most-read articles. The children display macro keeps the lists current without manual work.

Quality Controls

Article Template

A template fixes headings: Problem, Cause, Solution, and Related Articles. Writers stay consistent without extra effort.

Review Workflow

Assign a reviewer for new articles. A draft moves through "In Review" to "Published", and a status lozenge shows the stage.

Freshness Checks

Add a "last reviewed" line and revisit each article on a schedule. Product changes quickly make instructions obsolete.

Measuring Success

• Track the most-viewed articles to spot popular problems.
• Collect feedback with comments or reactions.
• Compare support ticket counts before and after new articles launch.
• List common search terms that return no results, and write articles for them.

Common Mistakes

• Writing in internal jargon that customers do not know.
• Skipping screenshots for visual steps.
• Leaving outdated articles live.
• Publishing sensitive internal details on public pages.

A Sample Troubleshooting Article

TITLE: "Error 403 when opening a shared file"

Problem    You see "Error 403" after clicking a link.
Cause      Your account lacks permission for the file.
Solution   1. Click Request access on the error screen.
           2. Wait for the owner to approve.
           3. Reload the page.
Related    How to share a file safely

The article names the error in its title, states the cause in one line, and lists three clear steps. A reader solves the issue in under a minute and returns to work.

Tone and Language

Write as you would speak to a helpful friend. Short sentences, common words, and active verbs make instructions easy to follow. Explain a technical term once, in plain words, and use it consistently afterward.

Roles in a Knowledge Program

• Authors write and update articles.
• Reviewers check accuracy and tone.
• The knowledge owner sets standards and reports on results.
• Support agents flag missing articles from daily cases.

Key Takeaways

• A knowledge base reduces repeat questions.
• Clear article types and templates keep content consistent.
• Labels, landing pages, and macros help readers find answers.
• Regular reviews and feedback keep articles trustworthy.