Knowledge Management and FAQ Pages

Owned by Eric Klein
Last updated: Jun 07, 2024
1 min read

Description: Knowledge management systems and FAQ pages are crucial to providing employees and customers with quick access to relevant information.

Application:

  • Central Knowledge Base: Knowledge articles and FAQs are created and categorized centrally.

  • Excerpt Usage: These articles and FAQs are embedded as excerpts into various topic-specific pages.

  • Consistency: Every update to the central knowledge base is automatically reflected on all pages, ensuring that the most current information is always available.

 

 

User How-to-article

  1. Create Central Knowledge Base:

    • Create a new Confluence page titled "Knowledge Base".

    • Add knowledge articles and FAQs.

  2. Create Excerpts:

    • Highlight the knowledge articles and FAQs and create excerpts using the "Multiexcerpt" macro.

    • Categorize the excerpts

  3. Embed Knowledge Excerpts:

    • Create topic-specific pages (e.g., "HR FAQs", "IT Support").

    • Use the "Multiexcerpt Include" macro to embed the relevant excerpts on these pages.

  4. Consistency and Updates:

    • Ensure that updates to the central knowledge base are automatically reflected on all topic-specific pages, maintaining consistency.