Knowledge base template

Owned by ServiceRocket Team (Deactivated)
Last updated: Oct 18, 2023 by Robert Alexander Marshall
28 min read
1 Overview | 2 Create a knowledge base | 3 How to use the Knowledge base template | 3.1 1 - List of published articles | 3.2 2 - Create new articles | 3.3 3 - Top 5 most viewed articles | 3.4 4 - Top contributors | 4 Ingredients | 4.1 Apps | 4.2 Hosting platform

Overview

A well-organized, populated knowledge base provides your readers valuable information that is easy to access and available whenever they need it.  Use these knowledge base templates to provide an overview of activities happening in your knowledge base, and to make navigation and article creation easy.


A knowledge base is a self-serve repository of articles about a product, service, department or topic.

Your knowledge base isn't just helpful for customers, it's also useful for your team. A well-structured, clearly-written, and cleanly-designed knowledge base helps customers help themselves, acts as a learning tool, and can even be a source for machine learning.

Create a knowledge base

In Confluence, create a new space for your knowledge base.

Then, create the sub-pages of each category with the following hierarchy:

Parent page: Knowledge base home

  • Children page 1: How to articles

  • Children page 2: Troubleshooting articles

  • Children page 3: FAQs

  • Children page 4: Style guides

Using Scaffolding Forms & Templates, you can build templates for each article category. This helps to streamline and control the structure and formatting of published articles.

We have example templates ready for you to use

How to use the Knowledge base template

This template will help you to kick start your knowledge base home page without having to build it from scratch. This home page provides an overview of activities happening in the knowledge base. Now, let's explore what you'll see on this page.

1 - List of published articles

Use Reporting for Confluence to display created articles by label and group them by categories.

Simply create the articles using the templates and the reports will display the results.

As soon as an article is created it will automatically be populated in the home page.

2 - Create new articles

Conveniently create new articles (how-to, FAQ, troubleshooting or style guide) directly from the home page using Linking for Confluence.

A prefix of "How to" and "Troubleshooting" are defined while postfix of "FAQ" and "Style Guide" are included for each article category.

3 - Top 5 most viewed articles

This report will display the five most viewed articles. This will begin to be displayed once more users start viewing the articles. You can modify this to top 10 or 15 as you wish.

4 - Top contributors

This report displays those people who have contributed the most to creation of the article. 

Ingredients

Apps

Hosting platform

Server, Data Center

You can copy and paste this code into the Confluence Source Editor:

<ac:layout> <ac:layout-section ac:type="single"> <ac:layout-cell> <ac:structured-macro ac:macro-id="eab8201c-7c9c-47e8-aaf8-3f523e668446" ac:name="note" ac:schema-version="1"> <ac:rich-text-body> <p> <em>The image is not included in the storage format. Feel free to add them to your liking.</em> </p> </ac:rich-text-body> </ac:structured-macro> </ac:layout-cell> </ac:layout-section> <ac:layout-section ac:type="three_with_sidebars"> <ac:layout-cell> <p style="text-align: center;"> <br/> </p> <p style="text-align: center;"> <br/> </p> </ac:layout-cell> <ac:layout-cell> <p style="text-align: center;"> <br/> </p> <h1 style="text-align: center;">Welcome to ServiceRocket Apps Knowledge Base</h1> <h3 style="text-align: center;"> <ac:structured-macro ac:macro-id="7908c17d-7a77-425c-9f89-52d0f6b72074" ac:name="livesearch" ac:schema-version="1"> <ac:parameter ac:name="size">large</ac:parameter> <ac:parameter ac:name="placeholder">Search for article...</ac:parameter> </ac:structured-macro> </h3> </ac:layout-cell> <ac:layout-cell> <p class="auto-cursor-target"> <br/> </p> <p> <br/> </p> <p> <br/> </p> <p> <br/> </p> <p> <br/> </p> <p> <br/> </p> <p> <br/> </p> <p> <br/> </p> <p> <br/> </p> <p> <br/> </p> <p> <br/> </p> <ac:structured-macro ac:macro-id="e6130ed0-3486-4947-96a0-c2d46526ce1c" ac:name="info" ac:schema-version="1"> <ac:parameter ac:name="title">Can't find what you need?</ac:parameter> <ac:rich-text-body> <p>Send us an e-mail at <a href="mailto:apps.support@servicerocket.com">apps.support@servicerocket.com</a> for assistance.</p> </ac:rich-text-body> </ac:structured-macro> </ac:layout-cell> </ac:layout-section> <ac:layout-section ac:type="three_with_sidebars"> <ac:layout-cell> <p> <br/> </p> </ac:layout-cell> <ac:layout-cell> <p> <br/> </p> </ac:layout-cell> <ac:layout-cell> <p> <br/> </p> </ac:layout-cell> </ac:layout-section> <ac:layout-section ac:type="two_equal"> <ac:layout-cell> <ac:structured-macro ac:macro-id="94b0dbfe-0ffd-431b-9ec0-3d0558f01395" ac:name="panel" ac:schema-version="1"> <ac:parameter ac:name="borderWidth">1</ac:parameter> <ac:parameter ac:name="titleBGColor">#EBF5FB</ac:parameter> <ac:parameter ac:name="title">How to articles</ac:parameter> <ac:rich-text-body> <ac:structured-macro ac:macro-id="4cc79677-345e-402c-8d9e-f4226ab55815" ac:name="report-list" ac:schema-version="1"> <ac:parameter ac:name="maxResults">10</ac:parameter> <ac:rich-text-body> <ac:structured-macro ac:macro-id="683f94b3-dc4e-4299-ac9f-478c22a3c2c5" ac:name="content-reporter" ac:schema-version="1"> <ac:parameter ac:name="types">pages</ac:parameter> <ac:parameter ac:name="labels">how-to</ac:parameter> <ac:rich-text-body> <p> <ac:structured-macro ac:macro-id="3c8690c4-4d60-4c63-8e6b-2b8b8080f82b" ac:name="date-sort" ac:schema-version="1"> <ac:parameter ac:name="order">descending</ac:parameter> <ac:parameter ac:name="">content:modification date</ac:parameter> </ac:structured-macro> </p> </ac:rich-text-body> </ac:structured-macro> <ac:structured-macro ac:macro-id="d93d6d34-3b1f-4663-8ea9-5dc35e1b09ff" ac:name="report-body" ac:schema-version="1"> <ac:rich-text-body> <p> <ac:structured-macro ac:macro-id="25769078-6fa5-4367-b2d6-14788a6c846e" ac:name="report-info" ac:schema-version="1"> <ac:parameter ac:name="link">true</ac:parameter> <ac:parameter ac:name="separator">newline</ac:parameter> <ac:parameter ac:name="">content:title</ac:parameter> </ac:structured-macro> </p> </ac:rich-text-body> </ac:structured-macro> </ac:rich-text-body> </ac:structured-macro> <table class="wrapped relative-table" style="width: 100.0%;"> <colgroup> <col style="width: 100.029%;"/> </colgroup> <tbody> <tr> <td> <div class="content-wrapper" title=""> <p style="text-align: center;"> <ac:structured-macro ac:macro-id="79fa2886-f43e-4bc1-a227-7c3eed75f120" ac:name="add-page-form" ac:schema-version="1"> <ac:parameter ac:name="parent">How to article template</ac:parameter> <ac:parameter ac:name="prefix">How to </ac:parameter> <ac:parameter ac:name="linkText">Create article</ac:parameter> <ac:parameter ac:name="source">How to article template</ac:parameter> <ac:parameter ac:name="type">page</ac:parameter> <ac:parameter ac:name="live">true</ac:parameter> <ac:parameter ac:name="labels">how-to</ac:parameter> </ac:structured-macro> </p> </div> </td> </tr> </tbody> </table> </ac:rich-text-body> </ac:structured-macro> <ac:structured-macro ac:macro-id="c971c412-697d-413e-ae14-68fead9d4b5d" ac:name="panel" ac:schema-version="1"> <ac:parameter ac:name="borderWidth">1</ac:parameter> <ac:parameter ac:name="titleBGColor">#EBF5FB</ac:parameter> <ac:parameter ac:name="title">FAQs</ac:parameter> <ac:rich-text-body> <ac:structured-macro ac:macro-id="a0ff06f4-8059-4e12-817f-271b1c3715bf" ac:name="report-list" ac:schema-version="1"> <ac:parameter ac:name="maxResults">10</ac:parameter> <ac:rich-text-body> <ac:structured-macro ac:macro-id="ddc9c349-b5cc-4440-a3ba-8b3934505c77" ac:name="content-reporter" ac:schema-version="1"> <ac:parameter ac:name="types">pages</ac:parameter> <ac:parameter ac:name="labels">faq</ac:parameter> <ac:rich-text-body> <p> <ac:structured-macro ac:macro-id="2b005d68-9256-44c8-8785-366f9f248049" ac:name="date-sort" ac:schema-version="1"> <ac:parameter ac:name="order">descending</ac:parameter> <ac:parameter ac:name="">content:modification date</ac:parameter> </ac:structured-macro> </p> </ac:rich-text-body> </ac:structured-macro> <ac:structured-macro ac:macro-id="b5fdce86-9ae7-4d55-8b8e-8bf34e4fe0e6" ac:name="report-body" ac:schema-version="1"> <ac:rich-text-body> <p> <ac:structured-macro ac:macro-id="8a2ab4cb-b73f-4d7b-9840-8874332e72de" ac:name="report-info" ac:schema-version="1"> <ac:parameter ac:name="link">true</ac:parameter> <ac:parameter ac:name="separator">newline</ac:parameter> <ac:parameter ac:name="">content:title</ac:parameter> </ac:structured-macro> </p> </ac:rich-text-body> </ac:structured-macro> </ac:rich-text-body> </ac:structured-macro> <table class="wrapped relative-table" style="width: 100.0%;"> <colgroup> <col style="width: 100.029%;"/> </colgroup> <tbody> <tr> <td> <div class="content-wrapper" title=""> <p style="text-align: center;"> <ac:structured-macro ac:macro-id="c56c911d-1c7d-4239-9375-3ac6bb19698a" ac:name="add-page-form" ac:schema-version="1"> <ac:parameter ac:name="parent">FAQ template</ac:parameter> <ac:parameter ac:name="linkText">Create article</ac:parameter> <ac:parameter ac:name="postfix"> FAQ</ac:parameter> <ac:parameter ac:name="source">FAQ template</ac:parameter> <ac:parameter ac:name="type">page</ac:parameter> <ac:parameter ac:name="live">true</ac:parameter> <ac:parameter ac:name="labels">faq</ac:parameter> </ac:structured-macro> </p> </div> </td> </tr> </tbody> </table> </ac:rich-text-body> </ac:structured-macro> <ac:structured-macro ac:macro-id="c2d6221c-3622-42be-ab6b-8c3154b95509" ac:name="panel" ac:schema-version="1"> <ac:parameter ac:name="borderWidth">1</ac:parameter> <ac:parameter ac:name="titleBGColor">#EBF5FB</ac:parameter> <ac:parameter ac:name="title">Top 5 most viewed articles</ac:parameter> <ac:rich-text-body> <ac:structured-macro ac:macro-id="b6dafba9-23da-4657-8acc-87d2a7c75a59" ac:name="chart" ac:schema-version="1"> <ac:parameter ac:name="3D">true</ac:parameter> <ac:parameter ac:name="type">bar</ac:parameter> <ac:rich-text-body> <ac:structured-macro ac:macro-id="5c27d9a4-700c-405d-81f7-ea24dc35637b" ac:name="report-table" ac:schema-version="1"> <ac:parameter ac:name="maxResults">5</ac:parameter> <ac:rich-text-body> <ac:structured-macro ac:macro-id="eccf17c4-f9cb-42c8-ae3c-ba1ddd61cc0b" ac:name="local-reporter" ac:schema-version="1"> <ac:parameter ac:name="">page:descendants</ac:parameter> <ac:rich-text-body> <p> <ac:structured-macro ac:macro-id="a662d9f9-3011-4e17-a62f-daf7067f6b64" ac:name="number-sort" ac:schema-version="1"> <ac:parameter ac:name="order">descending</ac:parameter> <ac:parameter ac:name="">track:view count</ac:parameter> </ac:structured-macro> </p> </ac:rich-text-body> </ac:structured-macro> <ac:structured-macro ac:macro-id="acd120ea-b562-47c1-84bd-0ba3c22b2f29" ac:name="report-column" ac:schema-version="1"> <ac:parameter ac:name="title">Page Title</ac:parameter> <ac:rich-text-body> <p> <ac:structured-macro ac:macro-id="28ed3ed5-ec4c-457b-b469-4f12c5e17514" ac:name="report-info" ac:schema-version="1"> <ac:parameter ac:name="link">true</ac:parameter> <ac:parameter ac:name="">page:title</ac:parameter> </ac:structured-macro> </p> </ac:rich-text-body> </ac:structured-macro> <ac:structured-macro ac:macro-id="5fba2da9-f41c-4ca3-82fa-198334216269" ac:name="report-column" ac:schema-version="1"> <ac:parameter ac:name="title">Number of Views</ac:parameter> <ac:rich-text-body> <p> <ac:structured-macro ac:macro-id="f8801713-fe11-4c7b-b43c-545e933ab4ef" ac:name="report-info" ac:schema-version="1"> <ac:parameter ac:name="">track:view count</ac:parameter> </ac:structured-macro> </p> </ac:rich-text-body> </ac:structured-macro> </ac:rich-text-body> </ac:structured-macro> </ac:rich-text-body> </ac:structured-macro> </ac:rich-text-body> </ac:structured-macro> </ac:layout-cell> <ac:layout-cell> <ac:structured-macro ac:macro-id="54d5c11e-7a32-4f80-bcb6-74ec59ab0ba5" ac:name="panel" ac:schema-version="1"> <ac:parameter ac:name="borderWidth">1</ac:parameter> <ac:parameter ac:name="titleBGColor">#EBF5FB</ac:parameter> <ac:parameter ac:name="title">Troubleshooting articles</ac:parameter> <ac:rich-text-body> <ac:structured-macro ac:macro-id="1b93496d-a1ee-43bf-a9a7-8e259983c26f" ac:name="report-list" ac:schema-version="1"> <ac:parameter ac:name="maxResults">10</ac:parameter> <ac:rich-text-body> <ac:structured-macro ac:macro-id="3ab1491c-941e-4ee1-b768-a95a6c5e6297" ac:name="content-reporter" ac:schema-version="1"> <ac:parameter ac:name="types">pages</ac:parameter> <ac:parameter ac:name="labels">troubleshooting</ac:parameter> <ac:rich-text-body> <p> <ac:structured-macro ac:macro-id="a40a6854-cc4c-4b23-81cc-3d9159554d7b" ac:name="date-sort" ac:schema-version="1"> <ac:parameter ac:name="order">descending</ac:parameter> <ac:parameter ac:name="">content:modification date</ac:parameter> </ac:structured-macro> </p> </ac:rich-text-body> </ac:structured-macro> <ac:structured-macro ac:macro-id="91bc6f4c-26e5-409e-9344-411986eb7d96" ac:name="report-body" ac:schema-version="1"> <ac:rich-text-body> <p> <ac:structured-macro ac:macro-id="dff88e78-da76-4d8b-a27d-0544c78f1194" ac:name="report-info" ac:schema-version="1"> <ac:parameter ac:name="link">true</ac:parameter> <ac:parameter ac:name="separator">newline</ac:parameter> <ac:parameter ac:name="">content:title</ac:parameter> </ac:structured-macro> </p> </ac:rich-text-body> </ac:structured-macro> </ac:rich-text-body> </ac:structured-macro> <table class="wrapped relative-table" style="width: 99.892%;"> <colgroup> <col style="width: 100.079%;"/> </colgroup> <tbody> <tr> <td> <div class="content-wrapper" title=""> <p style="text-align: center;"> <ac:structured-macro ac:macro-id="16d64487-b461-46c9-b22d-e41d56bab327" ac:name="add-page-form" ac:schema-version="1"> <ac:parameter ac:name="parent">Troubleshooting article template</ac:parameter> <ac:parameter ac:name="prefix">Troubleshooting </ac:parameter> <ac:parameter ac:name="linkText">Create article</ac:parameter> <ac:parameter ac:name="source">Troubleshooting article template</ac:parameter> <ac:parameter ac:name="type">page</ac:parameter> <ac:parameter ac:name="live">true</ac:parameter> <ac:parameter ac:name="labels">troubleshooting</ac:parameter> </ac:structured-macro> </p> </div> </td> </tr> </tbody> </table> </ac:rich-text-body> </ac:structured-macro> <ac:structured-macro ac:macro-id="2cf59a44-edac-40f5-b9a9-f23986b4de02" ac:name="panel" ac:schema-version="1"> <ac:parameter ac:name="borderWidth">1</ac:parameter> <ac:parameter ac:name="titleBGColor">#EBF5FB</ac:parameter> <ac:parameter ac:name="title">Style guides</ac:parameter> <ac:rich-text-body> <ac:structured-macro ac:macro-id="a1875e8b-b058-429a-899a-633e7a459b00" ac:name="report-list" ac:schema-version="1"> <ac:parameter ac:name="maxResults">10</ac:parameter> <ac:rich-text-body> <ac:structured-macro ac:macro-id="e5c3dac8-3e11-4c3a-bb86-2f488918a04f" ac:name="content-reporter" ac:schema-version="1"> <ac:parameter ac:name="types">pages</ac:parameter> <ac:parameter ac:name="labels">style-guide</ac:parameter> <ac:rich-text-body> <p> <ac:structured-macro ac:macro-id="9127f3be-60c8-4c14-a659-f50de5a0f7c7" ac:name="date-sort" ac:schema-version="1"> <ac:parameter ac:name="order">descending</ac:parameter> <ac:parameter ac:name="">content:modification date</ac:parameter> </ac:structured-macro> </p> </ac:rich-text-body> </ac:structured-macro> <ac:structured-macro ac:macro-id="da6a04bf-39ae-470c-acfa-9bdca2c289aa" ac:name="report-body" ac:schema-version="1"> <ac:rich-text-body> <p> <ac:structured-macro ac:macro-id="25d4a2f0-f8f4-47af-9236-eb5814c9a5ca" ac:name="report-info" ac:schema-version="1"> <ac:parameter ac:name="link">true</ac:parameter> <ac:parameter ac:name="separator">newline</ac:parameter> <ac:parameter ac:name="">content:title</ac:parameter> </ac:structured-macro> </p> </ac:rich-text-body> </ac:structured-macro> </ac:rich-text-body> </ac:structured-macro> <table class="wrapped relative-table" style="width: 99.892%;"> <colgroup> <col style="width: 100.079%;"/> </colgroup> <tbody> <tr> <td> <div class="content-wrapper" title=""> <p style="text-align: center;"> <ac:structured-macro ac:macro-id="f9a19462-9cfa-4a54-87d6-435c57f13b1c" ac:name="add-page-form" ac:schema-version="1"> <ac:parameter ac:name="parent">Style guide template</ac:parameter> <ac:parameter ac:name="linkText">Create article</ac:parameter> <ac:parameter ac:name="postfix"> style guide</ac:parameter> <ac:parameter ac:name="source">Style guide template</ac:parameter> <ac:parameter ac:name="type">page</ac:parameter> <ac:parameter ac:name="live">true</ac:parameter> <ac:parameter ac:name="labels">style-guide</ac:parameter> </ac:structured-macro> </p> </div> </td> </tr> </tbody> </table> </ac:rich-text-body> </ac:structured-macro> <ac:structured-macro ac:macro-id="58bde209-f605-4bb0-96ea-d7a957b42545" ac:name="panel" ac:schema-version="1"> <ac:parameter ac:name="titleBGColor">#EBF5FB</ac:parameter> <ac:parameter ac:name="title">Top contributors</ac:parameter> <ac:rich-text-body> <ac:structured-macro ac:macro-id="8b1e3c77-ed14-46e8-9a74-c5e702c0043a" ac:name="report-table" ac:schema-version="1"> <ac:rich-text-body> <ac:structured-macro ac:macro-id="d7ca8e32-8af6-4d6a-9484-a4df21d52f01" ac:name="grouping-reporter" ac:schema-version="1"> <ac:parameter ac:name="as">author</ac:parameter> <ac:parameter ac:name="">page:creator</ac:parameter> <ac:rich-text-body> <p class="auto-cursor-target"> <ac:structured-macro ac:macro-id="14265376-7f20-474f-bbbe-2d5078900ae5" ac:name="grouping-stats" ac:schema-version="1"> <ac:parameter ac:name="as">page</ac:parameter> <ac:parameter ac:name="">page:title</ac:parameter> </ac:structured-macro> </p> <ac:structured-macro ac:macro-id="5048bfc5-dc56-4cae-85b6-c4e6ad9f4da6" ac:name="local-reporter" ac:schema-version="1"> <ac:parameter ac:name="">page:descendents</ac:parameter> <ac:rich-text-body> <p> <ac:structured-macro ac:macro-id="14763611-93be-49de-8764-430708778b27" ac:name="text-sort" ac:schema-version="1"> <ac:parameter ac:name="">page:creator</ac:parameter> </ac:structured-macro> </p> </ac:rich-text-body> </ac:structured-macro> <p> <ac:structured-macro ac:macro-id="c6666839-6ea3-41cb-bea5-8b72d3f7a1d1" ac:name="text-sort" ac:schema-version="1"> <ac:parameter ac:name="order">descending</ac:parameter> <ac:parameter ac:name="">grouped:page>item count</ac:parameter> </ac:structured-macro> </p> <p> <br/> </p> </ac:rich-text-body> </ac:structured-macro> <ac:structured-macro ac:macro-id="a5948615-0c9d-4cd2-9889-6a74b03cc8e2" ac:name="report-column" ac:schema-version="1"> <ac:parameter ac:name="title">Photo</ac:parameter> <ac:rich-text-body> <p> <ac:structured-macro ac:macro-id="6366784b-672b-46e4-900b-9ffae75453fd" ac:name="report-image" ac:schema-version="1"> <ac:parameter ac:name="width">50px</ac:parameter> <ac:parameter ac:name="height">50px</ac:parameter> <ac:parameter ac:name="">grouped:author>user:picture</ac:parameter> </ac:structured-macro> </p> </ac:rich-text-body> </ac:structured-macro> <ac:structured-macro ac:macro-id="9e67520a-0f1e-4792-96f4-78a7b6560af0" ac:name="report-column" ac:schema-version="1"> <ac:parameter ac:name="title">User</ac:parameter> <ac:rich-text-body> <p> <ac:structured-macro ac:macro-id="0cffdb60-d9cf-42e8-a2de-0de920324c7b" ac:name="report-info" ac:schema-version="1"> <ac:parameter ac:name="">grouped:author>user:name</ac:parameter> </ac:structured-macro> </p> </ac:rich-text-body> </ac:structured-macro> <ac:structured-macro ac:macro-id="76e1dfdd-5abc-48e3-81e0-d9736e5d1836" ac:name="report-column" ac:schema-version="1"> <ac:parameter ac:name="title">Total articles published</ac:parameter> <ac:rich-text-body> <p> <ac:structured-macro ac:macro-id="1fbc144c-966b-4f14-a220-b3827c77142b" ac:name="report-info" ac:schema-version="1"> <ac:parameter ac:name="">grouped:page>item count</ac:parameter> </ac:structured-macro> </p> </ac:rich-text-body> </ac:structured-macro> </ac:rich-text-body> </ac:structured-macro> </ac:rich-text-body> </ac:structured-macro> <p> <br/> </p> <p> <br/> </p> <p> <br/> </p> </ac:layout-cell> </ac:layout-section> </ac:layout>

Â