Atlassian Confluence vs. Guru

It has a comment option on the page, where you can tag other teammates tagging them. it sends the mail notification. Comment at the page end is pretty good for referring to other stakeholders and future references of the topic on the page. Creating the highlights of the discussions, and meeting held points with highlighted tagging. Easy shortcuts such as to add a date just type "//". The interface is cool and has easy shortcuts for quick page making.

We use Guru cards as a tool to keep a team of over 60 updated on processes in different areas/ industries. This is a great directory of knowledge and very useful for a wide spectrum of users. The biggest struggle is when we request verification for older cards, they tend to be ignored or forgotten about. The notifications get a bit accumulated.

Incentivized

• QUICK How-to Guides that can be generated and share instantly
• One can subscribe to the pages and spaces and receive updates in the feed on their home page
• Automatic Email notifications of new updates in the Confluence area
• The platform integrates easily with other Atlassian platforms including third-party apps thus improving its reliability

Incentivized

• Advises on out-of-date cards that haven't been updated in awhile.
• Allows for AI search functionality - makes info faster to find.
• Permits list creation & card favoriting to help keep me organized.
• Creates pop-out windows so you don't lose your page; can see info side-by-side to save time.

Incentivized

• Navigation. Similar to other Atlassian products, users have complained that aspects of Confluence are difficult to learn right away[.]
• An issue that users can face when using Confluence is attempting to edit a document while someone else is editing. Although users can access the document and save it, they are unable to see the changes happening in [real-time] that other users are implementing until they refresh their page. Some users have also noted that this can result in loss of edits.
• Another drawback of using Confluence is its specific organizational structure. All information is stored within one page or project, although the page is able to be broken up into sections, some users do not prefer this style. Users can use the ‘page tree’ on each page to organize the different elements of each project.

• I'd really like to see a more robust bidirectional integration with Notion, similar to how well Guru works with Zendesk's Help Center. We'd like to have discrete cards that pull in Notion pages and stay in sync with those pages. That said, Guru does allow for bulk import of Notion content.
• Salesforce Service Console native integration (there is none).
• Admin task management can be a little overwhelming for stakeholders.

Incentivized

I am confident that Atlassian can come with additional and innovative macros and functions to add value to Confluence. In 6 months, Atlassian transformed a good collaborative tools into a more comprehensive system that can help manage projects and processes, as well as "talk" with other Atlassian products like Jira. We are in fact learning more about Jira to evaluate a possible fit to complement our tool box.

I rated Guru a 9 out of 10 for renewal likelihood because it has significantly enhanced our processes and customer satisfaction in the automotive rental company. Guru’s user-friendly interface and organized knowledge base make it easy to access and update essential information, which is crucial for maintaining high operational standards. The tool’s integration with other platforms, like the Guru Chrome extension, streamlines our workflow, increasing efficiency and productivity. One of the standout features is the ability to favorite cards, allowing quick access to frequently used information, which saves time and ensures accuracy in customer interactions. Additionally, Guru’s analytics feature helps us identify which resources need updating, ensuring our knowledge base remains relevant and effective. The only reason it’s not a perfect 10 is occasional slow performance and occasional inaccuracies in search results. However, these minor issues do not overshadow the overall benefits Guru provides. Its consistent updates and reminders further enhance our ability to deliver excellent customer support, making it an indispensable tool for our team.

Incentivized

Confluence can - and in my personal opinion, it will - be a bit hard to use in the first moment. Atlassian is a great company and is eager to help you with any question you have, though. The interface seems to be a bit clumsy at first but the customization options are enough to make it easier and simpler. In general, Confluence is easy to use when you understand what each section does, but this can take a while.

Incentivized

Guru is easy to use once you can acclimate with it, and get a feel for the lay of the land. It does have a somewhat steep learning curve for new users, or agents that have not gotten previous experience with similar knowledge base solutions. It is easy to navigate and find cards, easy to tag and update tags, and it is a breeze to update or create entire cards. The text based formatting helps keep guiderails for syntax and helps maintain a professional, but not too wordy tone.

Incentivized

I do not recall having outages or applications error so far, very reliable and available.

Incentivized

I have never encountered an outage with Guru in the year+ we've had it. I also never encountered an outage at the previous company where I used Guru. It has been extremely reliable.

Incentivized

Pages load very quickly, which makes it useful for quickly obtaining information. The search functionality is also very quick and is able to parse through all of the documents to provide the most relevant results for the query. Other information based software gets bogged down, but so far Atlassian Confluence maintains its performance.

Incentivized

There is some occasional slowness, or multiple refreshes before content will load. This doesn't happen frequently, though, and I don't get complaints from teammates about it.

Incentivized

This rating is specifically for Atlassian's self-help documentation on their website. Often times, it is not robust enough to cover a complex usage of one of their features. Frequently, you can find an answer on the web, but not from Atlassian. Instead, it is usually at a power user group elsewhere on the net.

Incentivized

The only reason I do not give it a a ten is because I think there is still some room for improvement in meeting the different time zone needs of their customers, but overall their support is top notch. Friendly, capable, and quick.

Incentivized

I would rate the in-person training for Guru a solid 9 out of 10. The session was incredibly valuable as it provided comprehensive insights into using Guru effectively. I learned a lot about the tool's functionalities, which significantly enhanced my proficiency and confidence in utilizing Guru for my daily tasks. The training was engaging, informative, and tailored well to ensure I could apply what I learned immediately. Overall, it was a highly productive and beneficial learning experience.

Incentivized

I would rate the online training for Guru a strong 8 out of 10. While it lacked the interactive nature of in-person sessions, the content was well-structured and delivered effectively. The training modules were clear and comprehensive, covering all essential aspects of using Guru. The flexibility of online training allowed me to learn at my own pace and revisit topics as needed. Overall, it provided a solid foundation and practical understanding of Guru's functionalities, making it a valuable learning experience despite the virtual format.

Incentivized

Overall, I am very satisfied with the initial implementation (and the subsequent upgrades and implementations made over the years).

This product has never rose to the level of being an major issue at an executive level. It has quietly and valiantly done it's job for our company!

Incentivized

You will need a very strong team of guru champions in order to get EVERYONE and EVERYTHING on Guru, it takes some craziness and over talking about guru everywhere to get people to be exicted, contribute and use. If you are starting any kind of buisness and you need KB, just go for guru as fast as you can because when you will grow you will thank yourself.

Incentivized

We used to use Google Drive to store all of our documentation, but it is disconnected from our every day working environment and it was easy to lose documents and become disorganized within the broad drive environment. [Atlassian] Confluence has kept us more organized and its tight coupling with Jira has made documents more accessible and more likely to be kept up to date.

Incentivized

Guru is built for service teams that want to go above and beyond for their customers and users. The knowledge base, best practices, features, functionalities, and improvements all reflect a dedication to service rather than just purely knowledge storing.

Incentivized

Guru is somewhat expensive compared to what our org is typically willing to spend on software solutions. Additionally, there is a price difference per seat when paid monthly versus annually, which was a big downside for us as my company didn't want to commit to an annual cost.

Incentivized

This tool is very adaptable. So much so we use it for three completely separate projects, in three very different ways.

Incentivized

Right now, only customer support using Guru

Incentivized

• We've gone from folders and folders of Word documents and PDFs into a single system with a search feature to bring all of our data together and trackable
• While onboarding took a bit longer for the company (to switch from a Word document centric mindset - to a web-based one), overall the company has embraced the features and power of Confluence within the working stack
• However, as costs continue to climb for the Atlassian product, we are forced to continue our evaluation of the product - with replacing it a remote possibility if it begins to outprice its usefulness to us.

Incentivized

• Save loads of time, about 2-3 hours a week to skip looking for information as before.
• Store and structure large amounts of documents, information etc for the whole org.
• Give a serious and good impression to new colleagues in their onboarding by having it all in there.

Incentivized