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Atlassian Confluence vs Salesforce Service Cloud comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Jan 27, 2025

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
7.4
Atlassian Confluence centralizes knowledge, reduces onboarding time, and offers cost-effective advantages by enhancing information sharing and process management.
Sentiment score
6.5
Salesforce Service Cloud achieves 135% ROI by enhancing efficiency, productivity, and service business, despite implementation costs.
Salesforce Service Cloud requires significant maintenance effort to see ROI.
 

Customer Service

Sentiment score
6.6
Atlassian Confluence support is responsive but seen as limited, with premium support and a strong online community aiding users.
Sentiment score
5.6
Salesforce Service Cloud is praised for helpful support and community, despite some critiques on initial response and proactiveness.
This team manages all queries and uses various plugins, such as Tempo for time tracking.
Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.
Unless you have premium support, assistance is restricted.
 

Scalability Issues

Sentiment score
7.3
Atlassian Confluence is praised for effective scalability, handling growth smoothly, though some cost and performance issues may arise.
Sentiment score
8.1
Salesforce Service Cloud offers exceptional scalability for enterprise growth, handling increased users and transactions seamlessly across industries.
Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.
Nobody can compete with Salesforce Service Cloud's scalability.
 

Stability Issues

Sentiment score
7.9
Atlassian Confluence is stable with rare issues, usually due to hardware, memory, or storage constraints, rated highly by users.
Sentiment score
7.9
Salesforce Service Cloud is highly stable, reliable, quickly resolves issues, and is positively rated across industries for dependability.
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
 

Room For Improvement

Atlassian Confluence struggles with search, pricing, user interface, editing, integration, administrative roles, and reporting features needing improvement.
Salesforce Service Cloud requires improvements in email integration, UI/UX, reporting, analytics, and cost efficiency for better user experience.
This chart used AI to offer users the option to create it based on the data.
More options similar to those available in Word or Google Docs in terms of formatting and other features could enhance its functionality.
Configuring Flows in Salesforce Service Cloud is very difficult.
Salesforce Service Cloud should focus on simplification.
The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper.
 

Setup Cost

Atlassian Confluence's pricing varies by setup choice, user licensing, and plugins, with potential annual increases of 5-10%.
Salesforce Service Cloud is seen as costly but negotiable, with user-based pricing offering potential ROI through strategic use.
It streamlines license management and renewal processes, which can otherwise lead to complications or lapses in access.
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
Salesforce Service Cloud is expensive.
 

Valuable Features

Atlassian Confluence offers intuitive navigation, flexible collaboration, JIRA integration, and plugins, making it a versatile document management tool.
Salesforce Service Cloud is praised for customization, integration, automation, user-friendliness, scalability, and features enhancing productivity and visibility.
This tool provides a single repository for interacting with the entire team.
Usability is one of the strongest characteristics of Salesforce Service Cloud.
Salesforce Service Cloud improved our organization with its mobile capabilities.
Salesforce Service Cloud offers pre-built packages that are best in class.
 

Categories and Ranking

Atlassian Confluence
Ranking in Knowledge Management Software
1st
Average Rating
8.2
Reviews Sentiment
7.0
Number of Reviews
105
Ranking in other categories
Corporate Portals (Enterprise Information Portals) (2nd), Enterprise Social Software (3rd)
Salesforce Service Cloud
Ranking in Knowledge Management Software
3rd
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
55
Ranking in other categories
CRM Customer Engagement Centers (2nd), Help Desk Software (4th), IT Alerting and Incident Management (6th)
 

Mindshare comparison

As of August 2025, in the Knowledge Management Software category, the mindshare of Atlassian Confluence is 13.6%, down from 25.1% compared to the previous year. The mindshare of Salesforce Service Cloud is 4.6%, up from 3.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Knowledge Management Software
 

Featured Reviews

Rabindra K Maharana - PeerSpot reviewer
Editing features improve document accessibility
There is a holiday calendar, however, I need to install an app or add something to it. The add-on feature is not readily available or well-documented. Guidance on this should be available in a forum. Recently, I used a feature in another tool—perhaps GitHub—where it helped prepare a chart. It involved listing resources, like having fifteen people in the X team, ten in the Y team, and seven in the Z team. It created a bar chart showing these numbers. This chart used AI to offer users the option to create it based on the data. It was then created on a separate page and made available.
MARIA PILAR CANDA - PeerSpot reviewer
Improved customer service and post-sales support saves time
The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized companies. Additionally, finding technical talent for improving the solution is challenging. Configuring Flows in Salesforce Service Cloud is very difficult. There are very few technical people in the market capable of implementing all the flows that clients need at this moment. It's primarily a matter of talent limitation, and flow is the technical mechanism of Salesforce Service Cloud for process automation. In general, while they have the knowledge and help solve problems, finding the right person to address specific issues is very challenging.
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Top Industries

By visitors reading reviews
Financial Services Firm
16%
Manufacturing Company
11%
Computer Software Company
11%
Government
7%
Financial Services Firm
14%
Manufacturing Company
10%
Performing Arts
9%
Computer Software Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Atlassian Confluence?
The most valuable feature of the solution stems from its document-controlling feature. In Atlassian Confluence, controlled documents cannot be edited by anyone else.
What is your experience regarding pricing and costs for Atlassian Confluence?
With Atlassian, the costs are reasonable. Although higher than before when we used multiple platforms and licenses, having a collaborative platform like this is advantageous. It streamlines license...
What needs improvement with Atlassian Confluence?
There is a holiday calendar, however, I need to install an app or add something to it. The add-on feature is not readily available or well-documented. Guidance on this should be available in a foru...
What is your experience regarding pricing and costs for Salesforce Service Cloud?
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
What needs improvement with Salesforce Service Cloud?
The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized companies. Additionally, finding technical talent for improving the solution is chall...
What is your primary use case for Salesforce Service Cloud?
We have many clients with Salesforce Service Cloud and numerous use cases. The main use is in the sales area rather than the marketing area. We utilize it for customer service and customer post-sal...
 

Also Known As

Confluence
Service Cloud
 

Overview

 

Sample Customers

Facebook, Skype, Microsoft, NASA, Netflix, Adobe, Bonobos, LinkedIn, Pfizer, Citi.
Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva
Find out what your peers are saying about Atlassian Confluence vs. Salesforce Service Cloud and other solutions. Updated: July 2025.
864,574 professionals have used our research since 2012.