Capable + Confluence for Knowledge-Centered Service (KCS)
IT support and service management teams are under constant pressure to deliver fast, effective help while keeping documentation up-to-date. Knowledge-Centered Service (KCS) best practices say support teams should provide help and create knowledge in one motion, making every fix an opportunity to enrich the knowledge base. Capable for Confluence Cloud embraces this philosophy. It transforms Atlassian Confluence into a solution-oriented platform where real-time support and knowledge capture happen hand-in-hand, structured content gets validated before reaching your audience, and every page becomes part of a reliable, AI-ready knowledge base.
Even the smartest AI or support tool is only as good as the knowledge it’s fed; accurate, comprehensive, up-to-date information is crucial for AI systems to perform optimally and provide reliable content. Capable for Confluence Cloud ensures your IT organization can meet this challenge head-on, turning your knowledge base into a competitive advantage.
Real-Time Support & Continuous Knowledge Capture with Confluence
Front-line IT support thrives when solutions are both delivered quickly and captured for future use. With Confluence at the center of your Atlassian ecosystem, your team doesn’t have to choose between resolving issues and documenting solutions — they can do both in real time.
When an issue arises in Jira Service Management (JSM), agents can instantly search your Confluence knowledge base to see if a fix already exists. This aligns with the KCS methodology, which encourages searching first and contributing to knowledge as part of the problem-solving process. If a helpful article exists, agents can reference, follow, or improve it on the spot. If not, they can document the fix as they work — directly within Confluence — so future teams benefit.
Integrated Knowledge Capture Across Products - Confluence makes documentation a seamless part of your support workflows. From the Jira ticket view, agents can create or edit Confluence pages without switching tools or losing context. Troubleshooting steps, resolutions, and even edge cases can be logged in real time. This ensures that nothing is lost — not even the informal, “tribal knowledge” that often slips through the cracks. In addition to this, other products such as Intercom integrate with Confluence and can use it’s data for AI Agents.
Faster Resolutions, Every Time - By capturing each resolved issue in a structured, searchable way, Confluence helps your team build a living knowledge base. The next time a similar request hits the queue, agents — or even end users via JSM’s self-service portal — can instantly access the solution. The results? Faster resolution times, fewer repeated efforts, and higher first-contact resolution rates. Organizations embracing KCS practices with Confluence have seen up to a 50% increase in first-contact resolution and a 70% faster ramp-up time for new analysts.
Knowledge as a Byproduct of Support - Instead of writing documentation as an afterthought, Confluence embeds knowledge capture into the heart of service delivery. With native integration into Jira Service Management, creating helpful articles becomes part of closing a ticket — not a separate task to remember later. Atlassian notes that a few minutes spent capturing knowledge now can save hours of future effort across your team. With Confluence, every ticket becomes an opportunity to make your organization smarter.
Structured Publishing & Trusted Knowledge Sharing
Great documentation isn’t just written; it’s reviewed, refined, and delivered to the right audience. Capable introduces structured publishing workflows that ensure your internal docs and customer-facing articles undergo proper vetting before they go live. Imagine your service management team is writing a new Standard Operating Procedure (SOP) for onboarding laptops. They start in a private Confluence space – a dedicated "Knowledge Drafts" area – and flesh out the guide with all the technical steps. You don’t want half-written or outdated pages slipping into your live knowledge base. Instead, you need a clear progression from draft to final that keeps content accurate and trustworthy.
With Capable, that SOP draft can be routed through a tailored approval process with one click. This upcoming Publishing Workflows feature (an extension of Capable’s approval engine) will automatically move pages from the draft space to a public-facing space once approved. No copy-paste, no manual transfers – just a seamless flow from first draft to published, polished knowledge.
Customized Approval Gates: Before any knowledge is published to your employees or customers, it passes through Capable’s robust approval workflow. You define who needs to sign off – for example, a senior IT analyst and a knowledge manager for technical accuracy and consistency. Capable’s approval system is version-aware and fully tracked, so every edit and sign-off is logged for accountability. Reviewers can leave feedback, request changes, or reject an article if it’s not up to standard. Only when the required approvals are obtained will the content move forward. Capable ensures updates are reviewed before implementation, preventing bad information from ever reaching your end users.
Automated Publishing Workflows: Once approved, Capable can publish the article automatically to the designated space (e.g. an internal IT knowledge base or a customer-facing help center). Your team can even schedule publications or set articles to publish on a certain date. All the heavy lifting – copying content, maintaining version history, notifying the right people – is handled by Capable. The result is a clean, consistent knowledge base where every article has been vetted and approved. As Capable’s team describes it, this feature “helps you turn draft content into published, polished knowledge with confidence and structure”.
Multi-Audience, Multi-Use Knowledge: Capable’s publishing workflow is flexible to support various use cases. Want to maintain an internal version of a guide with extra detail, and a simpler public version for customers? Capable can facilitate that by publishing from one source to another space, so you maintain one source of truth. It also integrates with tools like Jira Service Management, Scroll Viewport (check out our public docs), Refined Wiki and other portals that surface Confluence articles to end users. In short, your IT team can create documentation once, then confidently share it everywhere it’s needed – to colleagues, customers, or AI support bots – knowing it’s the latest approved version.
Rigorous Approval Workflows for Quality Assurance
In fast-paced support environments, it’s tempting to hit “publish” as soon as an article is written. But quality and accuracy are paramount – especially if AI agents or customers will act on that information. Capable’s built-in Approval for Confluence module provides the safety net your knowledge program needs. Every knowledge article can be gated behind one or more approvers, ensuring nothing goes live without proper oversight.
Flexible Approval Rules: Design approval workflows that fit your team’s structure. For example, require peer review by another support engineer, followed by managerial approval for any customer-facing knowledge. You can even set threshold-based approvals (e.g. at least 2 out of 3 specified approvers must approve) and recurring review cycles. Capable supports multi-step approvals out of the box, and approvals can be configured to expire if content isn’t reviewed by a set date – prompting periodic updates for evergreen articles.
Real-Time Notifications: No more chasing approvers over email. Capable sends instant Slack and email alerts whenever an article is awaiting review. Approvers see a clear banner on the Confluence page with the action needed, and they can approve or reject with a single click. This keeps the documentation process flowing swiftly, so knowledge moves out of draft and into circulation without unnecessary delays.
Approval Dashboard & Audit Trail: For knowledge managers, Capable provides an at-a-glance dashboard to track all pending and completed approvals. Filter by space, approver, or status to find out which articles are awaiting sign-off or which got rejected. Every decision and comment is recorded, building a full audit log. Years down the line, you can see exactly who approved a procedure and when – critical for compliance and trust. Capable essentially adds a layer of governance to Confluence that turns it into an enterprise-grade knowledge base.
Effortless Diagrams and Markdown Guides
Technical documentation often needs more than text – it demands visuals like network diagrams, flowcharts, and configuration snippets to be truly effective. Capable supercharges Confluence with built-in diagramming and Markdown support so that IT teams can create rich, clear documentation without jumping between tools.
Capable Visual Editor for diagrams makes it easy for anyone to craft diagrams with a simple drag-and-drop interface. Need to sketch the architecture of a new server deployment or illustrate the steps of a process? With Capable, you can do it directly on a Confluence page, using an extensive library of shapes and icons (AWS symbols, networking icons, flowchart components, and more). The result: professional diagrams that help convey complex solutions at a glance, created right where your documentation lives.
No-Code Diagramming: Capable’s diagram tools lower the barrier to creating visuals. You can start typing diagram syntax (like Mermaid or PlantUML) if you prefer, or use the visual editor to draw diagrams intuitively. The system supports linkable objects, magnetic connectors, and dynamic annotations – everything you need to make an interactive flowchart or system map. Even team members who aren’t designers or developers can quickly produce diagrams that enhance understanding. From network topologies to step-by-step troubleshooting flows, your knowledge articles become far more digestible with these visuals.
Markdown and Code Snippets: For many IT professionals, documentation is faster in Markdown. Capable brings that power to Confluence with a Markdown macro that lets you write content or import templates in plain Markdown and have it beautifully rendered. This is perfect for things like configuration file examples, scripts, or README-style instructions from a repository. Your team can maintain docs in Markdown (with all the formatting, tables, and code fences they love) and embed them in Confluence pages, combining the simplicity of Markdown with the collaboration of Confluence. Capable essentially gives you the best of both worlds – wiki ease-of-use alongside developer-friendly documentation – so nothing gets left undocumented due to format friction.
Reusable Images and Asset Libraries
Ever find yourself uploading the same graphic or screenshot to multiple pages? Or hunting through old tickets for that perfect error message image? Capable ends this duplication with a centralized image asset library. This feature (born from Atlassian’s Codegeist hackathon) provides a single place to manage and reuse images across all your pages. When documenting an SOP, you can insert an existing image (like a standard server rack diagram or a company-approved screenshot) directly from the library instead of uploading it again. Capable even integrates millions of free stock images via Unsplash to spice up your internal docs or IT newsletters with visuals – useful for team announcements or user-facing articles that benefit from illustration.
Write Once, Use Everywhere (for Images): With Capable’s Image Library, any image you add to Confluence can be tagged and reused. For example, your “VPN Configuration Steps” screenshot can be inserted into multiple how-to articles, all from one place. This ensures consistency and saves time. As Capable’s team explains, their image library offers a “streamlined, cost-effective solution to manage, share, and utilize images within Confluence”.
Smart Image Search and Suggestions: Capable understands context. If you’re editing a page about network settings, the image tool can suggest relevant visuals (from your library or stock) based on the content. Filters by text, color, and orientation make it easy to find the right graphic. This means your IT documentation can be both informative and visually engaging without a laborious hunt for illustrations.
Better Engagement with Visuals: By making it so easy to include diagrams and images, Capable helps your knowledge base become more user-friendly. Employees and customers are far more likely to use documentation that is visual and skimmable. Complex troubleshooting steps can be conveyed with an annotated screenshot; onboarding processes can include a simple flowchart. The end result is a knowledge base that not only has the answers, but presents them in a way that people can grasp quickly – improving self-service success and reducing repeated questions.
Instant Discovery & Scalable Knowledge
A knowledge base is only as good as your ability to find information in it. Capable turbocharges Confluence search with saved queries, filters, and macros that surface the right content in seconds. Instead of manually sifting through pages or relying on memory, your team can count on Capable Search to zero in on exactly what they need – be it an obscure error code or the latest approved procedure.
Saved Searches for Key Info: With Capable, you can create custom search filters and save them for one-click reuse. Need to monitor all pages labeled “Outage” updated in the last week? Or quickly list articles pending approval? Just set up the criteria once and save it. “Saved searches are a powerful feature in Capable that help you manage and track Confluence content more effectively at scale”. You can filter pages by virtually any attribute – keyword, space, author, labels, even by Capable-specific data like approval status or pages containing certain macros. These searches can be shared with the team, giving everyone instant insight into the content that matters most. It’s like creating dynamic views of your wiki tailored to your team’s needs.
Search Results Macro – Knowledge at a Glance: Capable includes a Search Results macro that lets you embed live search results on any Confluence page. For instance, your IT team’s homepage in Confluence could display a constantly updated list of “Recent Incidents Resolved” or “Top-Viewed FAQs” using this macro. The results update automatically as your knowledge base grows. This proactive surfacing of content means fewer queries and quicker answers – people see relevant knowledge without even needing to search. You can filter and sort these in-page results to highlight what’s most useful (for example, showing unresolved known issues at the top of a team dashboard). It’s all about getting the right knowledge in front of the right people at the right time.
Continuous Learning and Improvement
Capable for Confluence doesn’t just help you capture and distribute knowledge – it creates a framework for continuous learning within your organization. Every time a support engineer uses Capable to solve a problem or a service manager approves a new article, the knowledge base evolves. Over time, patterns emerge: you might notice multiple pages on a particular recurring software bug, prompting your problem management team to prioritize a root-cause fix. Or analytics may show that a certain how-to page is getting hundreds of hits, indicating a training gap you can address proactively. With a well-indexed, well-curated knowledge base, your team gains insight into the pulse of your IT landscape.
Preventing Repeat Incidents: KCS is all about learning from experience so you don’t keep fixing the same problem. With Capable, known errors and common issues are documented and easy to find, which helps prevent engineers from spending time on problems that have already been solved. In incident management, KCS can improve the ability to quickly address outages, and in problem management, it’s used to document known errors so they aren’t repeated in the future. This means fewer escalations and less downtime, because the answers are readily available in Confluence. Teams can even link Capable knowledge articles to incident tickets or problem records, creating a rich history for post-incident reviews and trend analysis.
Easier Onboarding & Training: New hires joining your IT support team ramp up faster when they have a trove of vetted knowledge at their fingertips. Instead of shadowing a peer for every common question, they can self-serve answers from Capable’s organized knowledge base. Saved search presets (like “Frequent Requests” or “New Hire Must-Reads”) and visual guides help newcomers grasp procedures quickly. This shortens the time to proficiency for junior staff. Meanwhile, your experienced engineers spend less time re-explaining basics and more time on higher-level projects, since routine knowledge is readily accessible to everyone.
Highly Discoverable Content: By integrating Capable’s advanced search, your Confluence site becomes an indexed, discoverable knowledge hub rather than a maze of pages. Capable adds an array of filters and sorting options to Confluence’s search, letting you drill down by author, date, label, status, and more. Team members can quickly find pages based on specific attributes or workflows – an _“enhanced content discovery”_ that makes managing large volumes of documentation far easier. Whether you’re surfacing draft articles awaiting sign-off or recently published how-tos, it’s all just a filter away. This not only helps in finding answers, but also in identifying gaps (for example, searching for common error codes that have no results can pinpoint where new knowledge articles are needed).
A Strategic Investment in Knowledge
In today’s environment, a strong knowledge foundation is not a luxury – it’s a necessity for high-velocity IT service and AI-powered support. Capable for Confluence Cloud is more than just an app; it’s a catalyst for building a culture of knowledge-centered service. By capturing solutions in real-time, enforcing quality through workflows, and making information easy to find, Capable transforms Confluence into the ultimate IT knowledge hub. The payoff is smoother operations, happier customers, and empowered teams who spend less time firefighting and more time innovating.
Don’t let critical know-how slip through the cracks or stale content undermine your support efforts. It’s time to invest in structured, reliable knowledge with Capable for Confluence Cloud. This forward-looking solution will keep your documentation ready for whatever comes next – from onboarding a wave of new hires to deploying an AI-powered support agent – all on the backbone of trustworthy information.
Ready to elevate your IT support and service management to the next level?
Install Capable for Confluence Cloud today and empower your teams to deliver real-time support with a continuously improving, AI-ready knowledge base. Your journey to a smarter, knowledge-driven support organization starts now with Capable.