Knowledgebase and documentation in confluence: separate spaces or one space?

[Pieter Claeys]

Hi,

I'm in the process of reorganizing our Confluence in order to make better use of the Atlassian combined product features. Especially the use of JIRA Service Desk combined with a knowledgebase.

I'm taking a look at how Atlassian is organized, and they have TWO spaces for each product:

• A "Documentation" space (https://confluence.atlassian.com/display/JIRA/JIRA+Documentation)
• A separate "Knowledgebase" space (https://confluence.atlassian.com/display/JIRAKB)

Same principle is followed for confluence.
Now, I guess you could just as well create a page within the documentation space, and post all knowlebase articles under that page (using the templates like 'how-to article' etc...) 

Does anyone have enough experience to tell what the advantage or disadvantage is of separating spaces versus one space for documentation+knowledgebase?
I'm not using service desk at the moment - but I want to anticipate and obviously try to boost the 'self-resolving by customer' by giving the answers to frequently asked questions before they actually create a new issue in JIRA for us.

[Paul Stallworth]

According to the link below, if you create a space for the KB, you can specify that the space be used as a Knowledge Base and customers can search it from the Service Desk portal. That wouldn't preclude you from creating a documentation space and putting all your KB articles in there, but might increase the search results to include less than relevant results. https://confluence.atlassian.com/display/DOC/Using+Confluence+as+a+Knowledge+Base