Unified knowledge base with Confluence CRM integration: A user guide

Effective knowledge management is crucial for any organisation, especially those relying on customer relationship management (CRM) tools. Integrating Confluence with your CRM enhances collaboration, making knowledge easily accessible for your team. This guide will walk you through the integration process, adding Confluence pages to your CRM knowledge base, and managing updates efficiently.

What is Confluence?

Confluence is a collaborative knowledge management tool developed by Atlassian. It allows teams to create, share, and manage content in a structured way. When integrated with a CRM, Confluence improves knowledge accessibility, enabling teams to use its documentation, FAQs, and guides directly within the CRM.

Why integrate Confluence with CRM?

• Centralised knowledge base: Store all customer service guides, troubleshooting manuals, and internal documents in one place.
• Improved team efficiency: Reduce time spent searching for answers and provide instant responses to customer queries.
• Seamless automation: Automate knowledge syncs, ensuring the CRM always has up-to-date Confluence pages.
• Enhanced customer support: Support agents can use Confluence data to resolve queries faster.

A step-by-step guide to integrating Confluence with CRM

Prerequisites

1. A Confluence account
2. A Pepper Cloud CRM admin account

Steps

1. Log in to your CRM account.
2. Navigate to Settings > Integration > Connectors.

3. In the Confluence card, click “Integrate”.
4. Enter the required authentication details (such as API key, Email, Domain).

5. Confirm the connection and allow permissions for data syncing.

Once connected, Confluence spaces and pages can be imported into the CRM’s knowledge base.

Adding Confluence spaces and pages to the knowledge base

To ensure your CRM has relevant Confluence data for easy access and automation, follow these steps:

1. Go to Settings > Automation > AssistAI knowledge base.
2. Click on “+” to add new knowledge sources.
3. Select “Add data from connectors”.
4. Choose Confluence as the source.

5. Enter the Title, select the Confluence space and specific pages you want to add.

💡 Note: If you don’t select any specific pages, all pages within the chosen space will be added.

6. Click "Save", and the system will begin syncing the selected content.

Updating and deleting Confluence resources

Updating Confluence resources

1. Navigate to the knowledge base section in CRM.
2. Click the three dots (⋮) next to the Confluence resource you want to update.
3. Select “Update”, make necessary changes, and save. 

🔄 Note: Updates will only reflect during the next scheduled sync, which occurs every 24 hours from the time the resource was initially added.

Deleting Confluence resources

1. In the knowledge base, you can locate the Confluence resource.
2. Click the three dots (⋮) next to the resource.
3. Choose “Delete” to permanently remove it from the CRM.

💡 Note: Once deleted, the resource will no longer be available in the CRM knowledge base.

Removing Confluence integration

If you need to disconnect Confluence from your CRM:

1. Navigate to Settings > Integration.
2. Locate the Confluence integration.
3. Click on the three dots (⋮) next to Confluence and select Remove.

⚠️ Note: Removing the integration stops future data syncing and prevents any new data from being uploaded from Confluence to the CRM.

FAQs on Confluence + CRM integration

1. Can I integrate multiple Confluence spaces with my CRM?

Yes, you can integrate multiple Confluence spaces. When adding Confluence pages to the CRM knowledge base, select the spaces and pages you want to sync.

2. How often does the CRM sync with Confluence?

The sync occurs every 24 hours from the time you added the resource. Any changes made in Confluence will reflect in the CRM after the next sync.

3. What happens if I remove a Confluence space from the CRM knowledge base?

If you remove a Confluence space from the CRM:

• Future syncs will stop.
• The existing knowledge base entries will remain until you manually delete them.
• If you reconnect the same space, previously synced pages may need to be re-added.

4. What should I do if my Confluence data is not appearing in the CRM knowledge base?

Try these steps:

1. Check if the integration is active in CRM settings.
2. Ensure the correct Confluence space/pages were selected.
3. Wait for the 24-hour sync period or manually trigger a sync (if supported).
4. Verify that your Confluence permissions allow CRM access to the data.

5. How can I manually update Confluence data in the CRM?

1. Navigate to the knowledge base in CRM.
2. Click the three dots (⋮) next to the resource.
3. Select Update.
4. Changes will be reflected after the next sync (every 24 hours).

6. Can I use Confluence content in CRM chatbots and self-service portals?

Yes, once Confluence data is synced to the CRM knowledge base, it can be used by chatbots or self-service tools for quick responses.

7. How do I completely disconnect Confluence from my CRM?

1. Go to Settings > Integration.
2. Find the Confluence integration.
3. Click the three dots (⋮) and select "Remove".
4. This stops future syncs, but existing data remains until manually deleted.

Troubleshooting scenarios and solutions

1. Issue: Confluence integration setup fails in CRM

Solution:

• Double-check API credentials and workspace URL.
• Ensure your CRM supports Confluence integration.
• Try reconnecting after clearing the browser cache.

2. Issue: Confluence pages are missing from the CRM knowledge base

Solution:

• Confirm that the correct space and pages were selected.
• Wait for the next scheduled sync (every 24 hours).
• Check if Confluence permissions allow CRM access.

3. Issue: Unable to update Confluence content in CRM

Solution:

• Updates in Confluence will only reflect in the CRM after the next sync.
• Ensure you have edit permissions in Confluence.
• Try manually updating the resource in the CRM.

4. Issue: Deleted Confluence content is still visible in CRM

Solution:

• Deleting pages in Confluence does not remove them from the CRM.
• Manually delete outdated pages from the CRM knowledge base.

5. Issue: CRM chatbot is not pulling information from Confluence

Solution:

• Ensure the chatbot is connected to the correct knowledge base.
• Verify that Confluence pages were added successfully.
• Check chatbot automation settings in CRM.

6. Issue: Cannot find the Confluence integration option in CRM settings

Solution:

• Ensure that you have logged in to your CRM through admin credentials.

Final thoughts

Integrating Confluence with your CRM ensures seamless access to vital knowledge within your team. With automation features and regular sync intervals, your CRM will always have the latest Confluence resources, improving productivity and customer support.

By following the steps outlined in this guide, your team can efficiently manage knowledge sharing, updates, and automation—saving time and improving customer service.