How do I set up a knowledge base in Confluence?

[Farhana Akter]

I am trying to set up a knowledge base in Confluence for my team, but I’m not sure where to start. I want it to be well-structured and easy to navigate.

What are the best practices for organizing pages and spaces?

How can I set permissions so that some users can only view while others can edit?

Are there any useful templates or macros I should use?

How can I integrate it with Jira Service Management for customer support?

[Shannon Meehan _K15t_ · Accepted solution]

Hi @Farhana Akter 👋 Welcome to the Community! 

My team at K15t creates a lot of Confluence best practice content and courses that I think could be helpful here. Our Confluence Cloud Best Practices would be a great start, especially these articles for what you're referring to: 

• How to Structure Confluence Content for Long Term Success
• How to Best Use Permissions and Restrictions in Confluence
• Best Practices When Creating Your Own Template in Confluence

And that's just the start! Our Collaboration Hub covers everything from creating beautiful, functional Confluence pages to mastering automations, whiteboards, databases, and more.

Hope this is a helpful start!

Cheers, 

Shannon (K15t) 

[Kristian Klima]

Hi @Farhana Akter 

I'm adding my 5 cents (it's an Atlassian Community article).

How to build a product documentation solution in 30 minutes

[Zoriana Bogutska_Adaptavist_]

Hi @Farhana Akter 

I thought this blog post might be helpful  6 steps for building knowledge base in Confluence.

For a professional, branded look, check out the Mosaic app for Confluence. It provides ready-to-use, full-page knowledge base templates (available in the Confluence template section).

To help you save time, Mosaic also offers a range of essential formatting features for your Confluence pages in one app and a page builder that automatically transforms text into formatted sections.

My team created this app, so please let me know if you need any help or have questions about it :) 

[Yulia Lenina _AppFox_]

Hi @Farhana Akter  and welcome to the Community!

Based on best practices from our and our customers experience, I’d give general recommendations:

1. Using Separate Spaces : Create a dedicated Confluence space just for your customer knowledge base. This ensures customers don’t have access to internal or sensitive information.
2. Setting Permissions Carefully: Use Confluence’s permission settings to control access so customers only see what’s intended for them.
3. Structuring Content for Easy Navigation: Organise pages using a clear hierarchy (FAQs, user guides, troubleshooting, etc.), and use labels/metadata to improve searchability.
4. Managing Content with Workflows for Confluence – our app can help automate content approval and ensure only reviewed and up-to-date documents are published. You can:
   • Set up approval workflows before content goes live.
   • Automatically publish approved documents from an internal space to the customer knowledge base.
   • Track document status to ensure outdated information is reviewed and updated.
   • And much more
5. Publishing with Scroll Viewport: If you want a more polished, website-like experience, Scroll Viewport by K15t can turn your Confluence space into a professional customer portal.

Also, those articles may be helpful: 

https://community.atlassian.com/t5/App-Central-articles/%EF%B8%8F-Building-a-Knowledge-Base-Step-by-Step/ba-p/2869875

https://community.atlassian.com/t5/App-Central-articles/How-to-create-a-knowledge-base-in-Confluence/ba-p/2291458

[Yulia Lenina _AppFox_]

and also this one https://community.atlassian.com/forums/App-Central-articles/Building-a-Knowledge-Hub-Like-a-Michelin-Star-Restaurant/ba-p/2965261

[Lukas Nicolai_Seibert]

@Farhana AkterIf using a third-party app is an option, AutoPage allows you to connect Jira Service Management with Confluence to create a knowledge base.

It enables the automatic creation of Confluence pages from Jira issues based on predefined triggers (e.g., issue status changes).

These Confluence pages are then automatically populated with relevant data from Jira issues that you would like to display 

https://marketplace.atlassian.com/apps/1218503?tab=overview&hosting=cloud

Hope that helps!

[Vronik]

Hi

Look at this, maybe can help you

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-a-knowledge-base-so-customers-can-serve-themselves/

https://www.atlassian.com/software/confluence/resources/guides/extend-functionality/confluence-jsm#add-knowledge-base-articles

https://www.atlassian.com/itsm/knowledge-management/setting-up-a-knowledge-base

https://support.atlassian.com/jira-service-management-cloud/docs/manage-visibility-of-topics-in-your-help-center/

https://confluence.atlassian.com/confkb/how-to-give-non-confluence-users-access-to-a-space-779166002.html

Regards