Problem Definition

I would like to be able to embed our knowledge base in our customer portal so it can all be on one page, rather than a link from the portal to a separate page.

The primary goal is more visibility on what the common questions and issues are, so people can easily find the answer they are looking for at a glance.

Requiring customers to start typing a search doesn't resolve the issue of visibility because non-technical people are often hesitant to do it and articles won't show unless the user types in the appropriate words/phrases. IF a user does't know how to properly describe the issue but would recognize it in a list of articles, they may end up getting frustrated and create an unnecessary ticket, or leave the site entirely.

Suggested Solution

To avoid having a bad user experience, I want to make the Confluence Space more readily available, such that how-to pages and FAQs are clearly listed in our Customer Portal.

Thus, I'd like to be able to embed our Confluence Space in the Customer Portal.

Workaround

Educate users to visit Confluence first, and configure a banner associated with the Knowledge Base space referring users to the Customer Portal if they can't find the answer to their question.