Making a Confluence space(s) public is a great first step in sharing your documentation, but it's not an ideal experience for several reasons:
URL – Confluence page URLs are intended to be internal facing, so they can appear strange to external users.
Branding – There aren't many options for modifying Confluence to fit your brand which can lead to mistrust of your content.
Navigation – While navigating multiple Confluence spaces is very natural for authors, it can feel unintuitive and disconnected to users.
Unify Your Content as a Help Center
To make your documentation accessible and useful to your users, you can turn your Confluence space(s) into a full-on help center or knowledge base. A help center is a cohesive online experience with a portal page, site-wide search, and simple navigation within a beautiful theme. Offering a proper help center benefits your team by:
- Increasing user happiness by enabling them to find the answers they're looking for.
- Reducing costs and increasing efficiency by deflecting support tickets.
- Showcasing your organization as a hub of useful knowledge.
You can use Scroll Viewport to turn one or more of your team's Confluence spaces into a beautiful help center. This is done by creating a new view of your space content known as a 'viewport'. A viewport displays all the same space content within a customizable theme.
You can use a custom domain to give your help center a unique URL that is cohesive with your brand's online presence.
Watch the webinar to find out why we use Confluence to build our own public help center. Learn why Confluence is the best tool for the job, and see exactly how easy it is to set up your own public knowledge base.
The Help Center Theme for Confluence
The Help Center theme included with Scroll Viewport can be set up and customized in a matter of minutes. Visual changes are made by modifying the theme settings, so your team doesn't need any development skills to create a branded experience. The content displayed in the theme is delivered directly from the space in Confluence, so your team can modify the messaging and titles throughout.
- Root space title
- Excerpt macro on the home page of the root space
- Member space title
- Member space description
To create a unified help experience, add multiple spaces to the help center by creating a viewport for each one. This will enable you to show help documentation for multiple products on the same help center, making it easy for your users to find what they're looking for.
Scroll Viewport is currently available on Confluence Cloud, Server and Data Center. You can find it on the Atlassian Marketplace, and try it free for 30-days.
Examples of Help Centers and Knowledge Bases Built on Confluence
K15t loves being one of the many teams using the Help Center theme for our help center. Check out some help center examples to get inspiration for what your team can create using Confluence and Scroll Viewport:
- K15t Help Center
- Teamlead Documentation
- University of Connecticut's IT Knowledge Base
- PKWARE's Support Portal
Customize the Help Center Theme
You can customize the colors, images, navigation and layout of your help center to create an online help experience that's unique to your brand.
Some customizations affect the appearance of the entire knowledge base, like changing the colors and links in the header and footer.
You also have more granular controls that affect how select pages are handled using Confluence tools like labels and macros. For example, you can improve the SEO for individual pages using a macro to customize the metadata that's passed to search engines.
Integrate your Confluence Help Center with Customer Support Systems, Analytics and More
You can add integrations to your help center to provide users with a rich experience and to help your team improve your Confluence documentation over time.
Integrate with Customer Support
Sometimes your Confluence documentation doesn't have the answers users are looking for. No worries, you can point your users in the right direction by integrating your customer support system with your help center or knowledge base. Customers can then contact your service desk to get the answers they need. Embed popular customer support systems such as Jira Service Desk Cloud and Zendesk to complete the help journey for your users.
Integrate with Google Analytics
To understand which pieces of content users find most useful, integrate your Confluence help center with Google Analytics. Over time, you'll be able to improve your content with the knowledge of how your users consume it.
You can integrate your help center with Google Tag Manager and Google Search Console too.
Integrate with Popular Confluence Apps
Scroll Viewport for Confluence Server and Data Center works together with Scroll Versions and Scroll Translations so your users can select their preferred version, variant, and language they want to read. Scroll Viewport also works with Confluence apps like Gliffy, draw.io Diagrams, Open API Documentation for Confluence, and many other popular apps on the Atlassian Marketplace.