Where do most of us go when we want to find answers to work-related questions? Like, "How to set-up a PC" or "where to find the best supplies for your workspace"?
Below are some of the common ways we find answers at Praecipio Consulting when things get "too technical" or our expertise is limited. We want to ensure we're getting the correct information that will draw us closer to the solution:
- Ask an experienced co-worker/direct superior
- Web Search (Google or Wiki)
- App Store (There is an app for everything right?)
- Books (If applicable - we're no strangers to "Topic X for Dummies")
- Internal Documentation
No matter what route you go, Confluence can bring all of the information that you find into one centralized landing spot with templates, articles, blogs, company intranet spaces, and many more helpful tidbits that connect you to your most mission-critical Atlassian applications.
Providing external access to specific Confluence spaces can also assist in answering any technical questions the client may have. By creating a knowledge base in Confluence, we can give people's time back by reducing the number of calls and emails, which create noise and distract from primary work functions. Instead of having to set up a call or go back and forth over email, having a knowledge base allows you to provide a self-service resource for the client to look up information on their own time.
Not only can the knowledge base help with organizing technical information, but it also allows your team to work more efficiently, leading to shorter response times and improved Service Level Agreements with clients and external users. With JIRA being the baseline of projects, software development, and ticketing, Confluence comes heavily integrated along with other supporting applications to serve as the ultimate documentation hub.
For a more detailed Webinar around Confluence essentials, check out Confluence Fundamentals, and check out this post to learn about our tips for what NOT to do when setting up your Confluence Knowledge Base.