Confluence as a project management tool, knowledge base or intranet

Let's imagine a scenario where a customer and a service provider collaborate during a project.

During the process different types of documentation is created - business requirements, project plan, meeting notes, technical descriptions, work results etc.

Both the customer and service provider wish to stay updated with any kind of additions, updates and edits done in the documentation without having to dig in e-mails and their attachments.

All related parties in one environment

Confluence enables to create spaces and under spaces it is possible to create pages. Permissions to view and edit content can be set globally, but also individually for spaces and pages.

This makes the process of managing permissions flexible.

In addition, Confluence will notify you about activities that took place while you were away so that no important updates remain unattended.

Confluence knowledge base can be implemented as an individual environment or integrated with a Jira Service Management customer portal.

Knowledge base integrated with a customer portal can be focused on either internal or external customers, who need help with a product or service.

It is a powerful combination that allows customers quickly find answers to their problems from troubleshooting or how-to articles.

Atlassian reports  (opens in a new tab) that there could be a 30-50% increase in first-contact resolutions and 10% fewer reported issues/support requests if knowledge base is implemented.

Confluence can also be implemented as a tool to support internal communication.

Intranet is an environment to host company regulations, work process descriptions, tutorials, user manuals as well news in blog format to name a few.

In essence, it can contain anything that might be necessary for employee onboarding as well as existing employees.

Rich content creating capabilities

In addition to intranet, we use Confluence as a project management tool.

What we like most about Confluence is its filterable search engine, dynamic content creating with macros, flexible permission management, the possibility to collaboratively edit documents and the option to integrate Confluence with other applications.

In situations where the same content is displayed on many pages, we use Excerpt macro that reflects changes made on the original page as well as other pages.

Wide variety of macros for Confluence pages

Analytics cockpit

Analytics cockpit in Confluence is a valuable tool for understanding which content is most needed among users.

Analytics cockpit can be used for the whole instance but also for specific spaces to identify the most and least visited pages.

Analytics cockpit in Confluence