What is our primary use case?
It is used for various aspects of software development and documentation, including requirements gathering, and testing - both functional and unit, as well as managing customer-generated tickets. It is also employed for ticket resolution, defining software requirements, and aiding in software development planning. For the planning aspects, it is often integrated with Jira, a popular project management and issue-tracking tool. It also plays a role in defining and executing software workflows triggered by Jira tickets, ensuring that necessary activities are carried out efficiently and in a structured manner.
What is most valuable?
The most valuable is its capability to enhance the documentation process, particularly when creating software documentation. It offers plugins and components that enable the inclusion of diagrams, making it possible to create workflow diagrams, software architecture visuals, and various other types of diagrams using tools such as draw.io. It provides additional functionalities like table creation, master tables, customizable section headers with collapsible sections, and the ability to tag users for reviews, allowing for collaborative and responsive editing. Another noteworthy feature is the ease with which documents can be published. Documents can be readily shared, and Confluent allows for the convenient download of documents in PDF or Word format, making them accessible to external stakeholders and users who are offline. It also excels in revision management, meticulously tracking all changes made to documents. This detailed version history includes the initial document creation date and documents the evolution and alterations over time.
What needs improvement?
One of the challenges lies in Access Management, particularly when you need to share documents with an external audience, such as customers. Currently, it is more suited for in-house usage, and it doesn't readily support collaborative document sharing with external parties. As a workaround, many resort to using other platforms like Slack to create user IDs and facilitate interactions with external stakeholders, even integrating tools like Canvas for this purpose. Its integration with Microsoft documentation is not as robust as desired. There is a limitation when it comes to seamlessly importing Microsoft documents into Confluent pages, which can be inconvenient for users who frequently work with Microsoft Office tools and need to transition their content to Confluent.
For how long have I used the solution?
I have been using it for almost six years now.
What do I think about the stability of the solution?
The system is generally stable, except for Azure-related issues related to bug fixes and patching which may be attributed to the way Oracle has implemented the system, especially considering the integrations with Oracle documents for internal collaboration. These integrations pose challenges in terms of ensuring tighter integration with bug fixes and maintenance, so, occasional downtime occurs on weekends, and it's typical to have a system upgrade at least once every quarter to address these issues.
What do I think about the scalability of the solution?
Scalability is a complex challenge, primarily due to custom integrations that result in increased maintenance requirements. For instance, when adding a PowerPoint document as an attachment or implementing various custom plugins and integrations, it becomes evident that Slack and Confluent demand more frequent maintenance and upgrades to ensure smooth operation. We have a minimum of over ten thousand users.
How are customer service and support?
It primarily involves the IT team within our organization handling support issues. They are responsible for resolving the problems and typically serve as an intermediary between us and external companies.
Which solution did I use previously and why did I switch?
When comparing Confluent and Teams documentation, Teams benefits from its integration with Microsoft products, but this can also lead to challenges. Confluent offers flexibility with tools like Draw.io and Broader Duo for creating diagrams and workflows, while Teams requires separate licenses, which can be expensive. Confluent provides more freedom for creating content and handling attachments. Teams excels in its tight integration with Outlook, streamlining message and ticket routing.
How was the initial setup?
The access is typically granted through either SSO or user credentials. The setup process involves installing Confluent on a designated server, often with an enterprise-specific server number. This installation and configuration are typically managed by the internal IT team within the organization.
What about the implementation team?
The deployment process is quite comprehensive, involving a team of around thirty to forty individuals who collectively support various aspects of the system. This support spans from product management and development to operationalization. Maintenance is a significant concern, with frequent updates, patches, and bug fixes being implemented, often during weekends. There is a need for patching and upgrades roughly every month, occurring three to four times per month. The operationalization aspect involves managing support tickets and requires the involvement of about twenty to thirty individuals.
What's my experience with pricing, setup cost, and licensing?
It comes with a high cost.
What other advice do I have?
It is particularly valuable when you have a larger user base, a broader audience, or a substantial number of collaborators. It's well-suited for facilitating extensive collaboration and documentation needs. However, for smaller teams or individuals, Confluent might be overkill and cost-prohibitive, as it is primarily designed for enterprise-level users. In such cases, tools like GitHub Pages may be more appropriate for creating user or software documentation. Overall, I would rate it eight out of ten.
Which deployment model are you using for this solution?
Public Cloud