Ensuring frictionless enterprise-scale knowledge access with Refined Sites

1. Organize content around real-world user journeys

Refined’s menu folders and custom layouts empower you to design a service journey that reflects how users think and behave.

For example, a large university might split navigation into:

• IT Services → “Wi-Fi Issues,” “Email Access,” “Device Setup”
  
  
• HR & Admin → “Leave Policies,” “Payslips,” “Job Openings”
  
  
• Student Support → “Enrollment Help,” “Financial Aid,” “Course Registration”

Each section can have its own landing page, navigation menu, and permission settings etc., so users only see what’s relevant to their needs.

2. Deliver a consistent, branded experience across every touchpoint

With Refined, you can apply the same theme and branding across JSM and Confluence all on a single site. Whether users are in the portal, a help article, or on a landing page, the visual experience stays coherent.

Besides a cleaner look and better user experience, this consistency can improve wayfinding while the presence of your brand’s look and feel can strengthen trust.

3. Guide users to answers with smart search and intuitive navigation

Tools like Promoted Search Results, custom menus, and content-rich landing pages make it easy to surface the right content at the right time, by allowing you to position and present pages in a way that users will find impossible to miss.

AI Search takes it a step further. Users get instant, intelligent suggestions pulled directly from the connected knowledge base and documentation spaces.

Take a common case like login issues. With Refined Sites, you can:

• Let AI Search quickly surface the most relevant articles
• Manually promote key content to the top of search results tied to common, known search queries
• Highlight critical guides in your top-level navigation or via modules landing pages

4. Connect support agents and content creators with a better feedback loop

When support agents and content owners operate in silos, outdated or underused articles pile up. Refined helps close that loop with features that allow you to understand user behavior, and then improve your site accordingly.

Agents can quickly link to existing articles when responding to tickets. You can also use analytics to track a range of detailed analytics data — including total page views and visitors over time, how many times the page has been searched, and more. This helps you get specific, measurable insights into which of your articles are deflecting tickets and which ones might need updating.

This continuous feedback helps you improve your knowledge base over time, without overhauling your system.

For example, let’s say your analytics show that “Password reset” is one of the most searched phrases on your JSM portal, but the article supporting it is called “Managing your accounts” and has a low high exit rate, low traffic, and low clicks from search. That’s a signal the content might be unclear, poorly named, or buried. If you update the article, rename it “Password reset instructions”, promote it in search results, and link it directly within the “Account & access” request form, you can make the information a lot more visible and help users solve the problem faster — reducing tickets in the process.

Start building a better support journey

A basic JSM-Confluence integration connects the dots. But if you’re aiming to reduce ticket volume, boost user satisfaction, and deliver a service experience anchored in self-help, you may need more than the default setup.

Consider this:

• Are your users consistently finding what they need without raising a ticket?
• Does your knowledge base feel like part of the support journey, or something bolted on after the fact?

If the answer isn’t clear, it’s a sign to explore what a more thoughtful integration can do.

Learn more about bringing Jira Service Management and Confluence together in our essential guide.

Try Refined Sites free for 30 days on the Atlassian Marketplace.