Support & Reporting

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Overview

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In this course, you will develop skills for collecting feedback, generating reports, building dashboards, and providing technical support to Confluence users. You will explore feedback collection, report basics, problem solving, technical assistance, data analysis, dashboard creation, and report generation. You will work with reporting workflows that surface platform activity, usage patterns, and other information relevant to stakeholders and decision-makers. You will also examine how dashboards can be built, how reports can be assessed and improved over time, and how support practices can help users work more effectively in Confluence. The course includes a GenAI literacy module focused on reporting and analysis, a career development module, and a project module on building an executive dashboard and reporting suite. This course focuses on visibility, support, and data-informed reporting practices.

Syllabus

Collect Feedback Easily: Understanding Feedback Options in Confluence

You will explore how Confluence supports both qualitative and quantitative feedback. You will also compare inline comments and polls, and learn when each method is most effective in real IT team workflows.

Collect Feedback Easily: Applying Polls to Collect Team Input

You will practice adding a Poll macro in Confluence, configuring time options, and notifying teammates to participate—mirroring a real IT manager task.

Run Activity Reports: Understand Page Activity Reports and Data Context

By the end of this module, you will be able to recognize that Page Activity Reports show recent edits and views, avoid common misinterpretations of activity data, and understand how these reports support transparency, engagement analysis, and informed decision-making.

Run Activity Reports: Run and Export a Page Activity Report

This module focuses on executing the reporting workflow accurately and confidently. You will practice navigating to the Activity view, applying the correct seven-day filter, and exporting a Page Activity Report to PDF without altering underlying data.

Troubleshoot Common Issues: Identify Common Confluence Issues

In this module, you will build a foundation for effective troubleshooting by learning to quickly recognize and label common Confluence problems. Instead of jumping to fixes, you will practice identifying whether an issue is caused by a broken link or a permission denial. This module emphasizes accurate problem identification as the key to efficient resolution.

Troubleshoot Common Issues: Restore Access Using a Troubleshooting Checklist

In this module, you will move from identification to action. You will practice following a structured troubleshooting checklist to resolve a 403 permission error safely. The focus is on restoring access without expanding permissions unnecessarily, reinforcing careful, step-by-step problem solving.

Provide Confluence Help: Why Knowledge Bases Enable Self-Service Support

This module focuses on why knowledge bases matter in modern support environments. You will explore the role of searchable help content in reducing repetitive questions, lowering ticket volume, and empowering colleagues to solve problems independently. By the end, you can clearly explain how self-service support works, why it scales better than one-off answers, and how Confluence help articles contribute to faster, more sustainable support across teams.

Provide Confluence Help: Answering Questions with Official Confluence Help

This module centers on how to provide accurate, efficient help by linking to official Confluence Cloud documentation. You will practice finding the correct help article, sharing it clearly in a response, and deciding when to supplement a link with brief live guidance. By the end, you can confidently answer a colleague’s question by pointing to authoritative resources while maintaining trust, consistency, and efficiency in support interactions.

Analyze Usage Data: Interpreting Usage Data Before You Act

This module builds the interpretive foundation required to work responsibly with Confluence usage data. You will explore what common usage reports actually measure, why numbers alone can be misleading, and how context changes meaning. Rather than jumping to conclusions, you will practice slowing down—asking what a metric represents, what assumptions it invites, and what additional information might be needed before acting. This module prepares learners to extract data thoughtfully before using it to justify decisions.

Analyze Usage Data: Evaluating Trends to Plan Ahead

This module shifts focus from individual metrics to trends over time. You will examine how patterns such as growth, stability, or spikes can inform planning decisions. The emphasis is on evaluation—deciding when trends warrant action, what type of response is appropriate, and how confidently recommendations should be made.

Build Insight Dashboards: Build a Project Health Dashboard

In this module, you will design a clear, actionable project health dashboard in Confluence using native reporting and visualization tools. The focus is on assembling the right components to surface delivery status, workload, and risks for stakeholders.

Build Insight Dashboards: Improve Dashboards with Feedback

In this module, you will evaluate dashboard usability using stakeholder feedback and improve clarity, layout, and chart selection to better support decision-making.

Generate Smart Reports: Building Live, Insightful Reports

This module focuses on creating reports that stay current and actionable. You will practice using Confluence reporting tools and Jira integrations to surface milestones, burndown charts, and KPIs without manual updates.

Generate Smart Reports: Evaluating and Improving Report Utility

This module shifts from creation to evaluation. You will analyze how reports are used, identify noise, and streamline templates to focus on velocity, risk, and decision-making.

GenAI Literacy: AI-Assisted Reporting & Analysis

This module equips you to use generative AI to enhance how analysis is performed, insights are interpreted, and decisions are made in IT management contexts. You will apply AI to analyze data, generate insights, and draft reports—while learning to interpret findings, validate outputs, and translate insights into actionable recommendations. You will evaluate AI-generated analysis for accuracy, completeness, reliability, and bias, ensuring outputs are suitable for real-world use. By the end, you will be able to use AI not just to accelerate reporting, but to improve the quality, depth, and decision-making impact of your analysis, while maintaining human oversight and accountability.

Launching Your IT Management Career

This module helps you translate the technical, collaboration, automation, reporting, and governance skills developed throughout this program into real-world IT Management career opportunities. Across the course, you have built practical experience using Confluence for knowledge management, improving team workflows, applying automation to increase efficiency, supporting secure and well-governed systems, and generating reports and dashboards to communicate insights. These capabilities align directly with the expectations of entry-level and early-career IT Management roles (CB1/CB2). In this module, you will focus on positioning these skills effectively for the job market. You will learn how to map program skills and project work to job responsibilities, present project-based experience as portfolio evidence, tailor resumes and LinkedIn profiles to specific roles, and prepare for interviews using role-relevant examples. You will also explore common IT Management career pathways, strategies for getting started without formal experience, and resources for continued professional growth. By applying these strategies and receiving targeted feedback, you will build confidence in communicating your value, demonstrating interview readiness, and taking the next step toward launching your IT Management career.

Project Module: Executive Dashboard & Reporting Suite

Executive reporting systems enable leaders to make informed decisions by transforming data into clear, actionable insights. In this project, you will act as an IT Manager responsible for designing an executive reporting suite that consolidates key metrics into a single, accessible system using Confluence. You will define relevant KPIs, design a dashboard with effective visualizations, and create detailed reports that provide deeper operational and usage insights. You will also document data sources, methodologies, and system usage to ensure transparency and consistency. Beyond building the reporting system, you will interpret key insights, explain what the data reveals, and recommend actions based on your findings. You will also evaluate the clarity and usefulness of your dashboard and reports, identifying improvements to enhance decision-making and usability. The final outcome is a comprehensive reporting suite that supports executive decision-making, balances clarity and depth, and demonstrates your ability to translate data into meaningful business insights.