We performed a comparison between Atlassian Confluence and Salesforce Service Cloud based on real PeerSpot user reviews.
Find out in this report how the two Knowledge Management Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Easy to share information and the integration with JIRA is good."
"The solution helped us to see where we were going wrong and where we were doing good, and that helped us to make proper decisions"
"The most valuable feature of Atlassian Confluence it's very easy to use and there are different options."
"It's extremely intuitive."
"It is just the fact that it is a one-stop shop for all project documentation. It is compared to storing things in files and directories and stuff like that. It provides the overall usability and accessibility of many projects and documents in one area."
"The ease of use has been one of the most valuable features. It has a very simple wiki."
"The solution is stable."
"Confluence is easy to use and integrate with other solutions, including social media platforms."
"We use Salesforce Service Cloud for lead management and opportunity management."
"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."
"The complexity of the solution is very less."
"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"The plug-ins that work with other standard systems have made the product industry-ready."
"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."
"We would like there to be more advanced data manipulation features available in this solution, such as creating more complex charts, and a column freezing option."
"There could be an option to collaborate with other users while editing the documents."
"I would like to see more macros provided by the company included in the license."
"There is room for improvement in terms of pricing."
"The area that needs improvement is the search capability. It should have generalized capabilities."
"There is no concept of peer review or a draft mode - whatever you write is live."
"There are some issues with performance when creating tables."
"The scalability for larger companies could be improved."
"The pricing for what Salesforce Service Cloud offers is not great."
"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."
"The documentation could be improved."
"The product's high price is an area of concern where improvements are required."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The pricing of the solution can be made cheaper."
"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."
"Salesforce Service Cloud's report functionality could be improved."
Atlassian Confluence is ranked 1st in Knowledge Management Software with 99 reviews while Salesforce Service Cloud is ranked 4th in Knowledge Management Software with 39 reviews. Atlassian Confluence is rated 8.2, while Salesforce Service Cloud is rated 8.6. The top reviewer of Atlassian Confluence writes "Good usability, helpful community support, and facilitates well-structured documentation ". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Atlassian Confluence is most compared with Microsoft Teams, Office 365, Microsoft OneDrive, SharePoint and Zendesk, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI. See our Atlassian Confluence vs. Salesforce Service Cloud report.
See our list of best Knowledge Management Software vendors.
We monitor all Knowledge Management Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
