Confluence

Tool class: Knowledge base

In Confluence, a topic’s knowledge base surface is one space. The space homepage is the topic’s purpose page.

Set up the surface for one topic

These steps use the example topic Example Co Operations (topic code EXOP).

1. Confirm the topic in the registry. Use the exact topic code and name.
2. Search the existing spaces for the name and for the key EXOP. If a space for the topic already exists, use it. If two exist, record a provisioning gap.
3. Create a space named Example Co Operations. Set the space key to EXOP if it is available. If Confluence requires a different key, record that key as an alias of the topic. Do not assume that a space key always equals the topic code.
4. Use the space homepage as the purpose page. Title it so that readers recognize it, for example Purpose and Use.
5. Write the purpose page with the outline on the knowledge base page: page status, purpose, scope and boundaries, how to use this space, links to other surfaces, and open gaps and next review.
6. Create a small set of top-level pages under the homepage, for example Processes, Decisions, Meetings, Plans, and Related Systems and Links.
7. Set space permissions for the topic’s group (see Permissions).
8. Add the space link to the topic profile.

Settings

• Space key. The space key is part of page addresses in many places. Choose it at creation. Only an administrator can change the space key later, and a change can break links and apps that use the old key, so record the older key as an alias.
• Space description. Write one sentence that names the topic code and the purpose, for example “Knowledge base for EXOP Example Co Operations.”
• Homepage. Make sure the homepage is the purpose page and not a default page with placeholder text.
• Templates. If your organization has page templates for decisions or meeting records, use the same templates in every topic’s space.

Permissions

Confluence controls access with space permissions, and some pages can have additional restrictions.

• Grant space permissions to the topic’s group, not to individuals one by one. The group matches the topic’s access boundary.
• Give space administration to the maintainer and one backup.
• Use page restrictions only for a deliberate exception, and record the exception on the purpose page.
• Do not open the space to everyone in the organization unless the access boundary of the topic includes everyone.

Maintenance

The maintainer checks the space on a regular schedule:

• The purpose page is current: lifecycle status, maintainer, links to other surfaces, and the date of the next review.
• There is only one purpose page. Search the space for older pages with a similar purpose title and merge or archive them.
• The top-level pages are still few and organized by subject.
• Pages that were replaced link to their replacement and are archived.
• Space permissions and page restrictions still match the access boundary.

When the topic becomes inactive:

1. Update the purpose page: set the lifecycle status to inactive, state the date, and link to any topic that took over the work.
2. Remove edit permissions for most participants, or archive the space. Keep the content according to the retention rule.
3. Update the topic profile.

Agent notes

• Resolve the topic first, then find the space. Do not assume the space key equals the topic code; check the topic profile or the purpose page.
• Read the purpose page before you interpret the space. If the purpose page is missing or incomplete, report the gap. Do not infer the purpose from the space name.
• Search before you create. Look for an existing page on the same subject, including older purpose pages with slightly different titles.
• Link instead of copying. Link to the issue, the file, or the thread.
• Confirm before consequential writes: creating pages, moving pages, editing the purpose page, or changing permissions.
• Mark unverified statements as unverified. Do not write a likely description as if it were a fact.