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There are different ways to integrate a Confluence knowledge base into your support site. Among other factors, this depends on whether or not you use Refined for Confluence in addition to Refined for Jira.
1 Add a Confluence knowledge base to a JSM project
This method is ideal for folks who have Refined for Jira but not Refined for Confluence. Users can access knowledge base articles via direct links or by searching. When users search from the Jira project, they’ll see results from the Confluence knowledge base you just linked. They can read the articles from your knowledge base in a popup, on a per-article basis.
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Due to knowledge base articles being rendered in an iframe, we have no control over the content in the article. As such, we cannot direct the user to view those links on a Refined site.
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2 Add a Confluence knowledge base space to your Refined site
If you have both Refined for Confluence and Refined for Jira, you can let your users browse the whole knowledge base directly on your site.
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To add a Confluence space as a knowledge base to your Refined site:
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3 Build a Confluence knowledge base for unlicensed Confluence users
If you have a Refined site with JSM content, but no Confluence license, you can still create a setup where your Service Desk users can access Confluence pages as articles. In addition to Atlassian’s offer to show content from Confluence as articles on a service desk, which lets unlicensed users only view one article at a time, you can use Refined to create a knowledge base on your site.
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