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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
7.7
Salesforce Service Cloud boosts ROI with 135% over two years, enhancing productivity, data management, and operational efficiency.
 

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
7.3
Salesforce Service Cloud offers responsive support, especially with premium options, though complex issues may require escalation.
This team manages all queries and uses various plugins, such as Tempo for time tracking.
 

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
8.2
Salesforce Service Cloud excels in scalability and adaptability, supporting diverse needs while efficiently managing governor limits.
 

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
8.3
Salesforce Service Cloud is praised for stability, with high ratings, robust integrations, and quickly resolved minor glitches.
 

Room For Improvement

Atlassian Confluence struggles with search, pricing, user interface, editing, integration, administrative roles, and reporting features needing improvement.
Salesforce Service Cloud needs improved email integration, customization, analytics, and integration while enhancing mobile, UI speed, and pricing.
The software does not currently have any kind of AI integration.
This chart used AI to offer users the option to create it based on the data.
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 costly but provides significant ROI, with pricing per user and options to negotiate terms.
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.
 

Valuable Features

Atlassian Confluence offers intuitive navigation, flexible collaboration, JIRA integration, and plugins, making it a versatile document management tool.
Salesforce Service Cloud excels in customization, integration, automation, scalability, and multi-channel support, enhancing productivity and customer interaction.
This tool provides a single repository for interacting with the entire team.
Salesforce Service Cloud improved our organization with its mobile capabilities.
 

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 (2nd)
Salesforce Service Cloud
Ranking in Knowledge Management Software
2nd
Average Rating
8.4
Reviews Sentiment
7.2
Number of Reviews
52
Ranking in other categories
CRM Customer Engagement Centers (2nd), Help Desk Software (5th), IT Alerting and Incident Management (6th)
 

Mindshare comparison

As of April 2025, in the Knowledge Management Software category, the mindshare of Atlassian Confluence is 19.7%, down from 26.9% compared to the previous year. The mindshare of Salesforce Service Cloud is 4.8%, up from 2.9% 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.
ChanchalSaxena - PeerSpot reviewer
High scalability with good plugins and excellent customer visibility
The solution should improve: 1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license. 2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective.
report
Use our free recommendation engine to learn which Knowledge Management Software solutions are best for your needs.
845,406 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Educational Organization
73%
Financial Services Firm
4%
Computer Software Company
4%
Manufacturing Company
3%
Financial Services Firm
17%
Educational Organization
14%
Computer Software Company
13%
Manufacturing Company
10%
 

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 primary use case for Salesforce Service Cloud?
I use Salesforce as a CRM to pull data, update business opportunities, and support the sales team. I query the data through Snowflake or HANA using Tableau for analysis and market expectations.
 

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: March 2025.
845,406 professionals have used our research since 2012.