1078 Ratings
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Score 8 out of 100
8 Ratings
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Score 8.3 out of 100

Likelihood to Recommend

Confluence

Atlassian Confluence is extremely well suited for capturing knowledge and sharing it with your organization. Whether that takes the form of blog posts, technical documentation, or project status reports, Confluence can handle it all. Anytime that written documentation with detail would be valuable to your organization, Atlassian Confluence is THE tool to use.The only time I'd say that it is less suited for use is as a substitute for a face-to-face conversation. Sometimes people will use Atlassian Confluence as a communications vehicle when an in-person dialog would be much more expedient. Of course, you could always capture the output of that conversation as a Confluence page!
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

If you're looking for something simple and easy to use for a few thousand people, SNOW is it. Simple top to bottom filling out of forms can be trained to almost anyone within a few days. The autocomplete feature for most fields is an excellent time-saver. The only issue with reporting is that sometimes you're missing certain information that you may need, like tasks vs incidents.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Project Management

Confluence
7.9
ServiceNow Customer Service Management
Task Management
Confluence
8.6
ServiceNow Customer Service Management
Gantt Charts
Confluence
7.9
ServiceNow Customer Service Management
Scheduling
Confluence
7.2
ServiceNow Customer Service Management
Workflow Automation
Confluence
7.7
ServiceNow Customer Service Management
Mobile Access
Confluence
7.8
ServiceNow Customer Service Management
Search
Confluence
7.9
ServiceNow Customer Service Management
Visual planning tools
Confluence
8.0
ServiceNow Customer Service Management

Communication

Confluence
8.0
ServiceNow Customer Service Management
Chat
Confluence
6.4
ServiceNow Customer Service Management
Notifications
Confluence
8.9
ServiceNow Customer Service Management
Discussions
Confluence
8.3
ServiceNow Customer Service Management
Surveys
Confluence
7.0
ServiceNow Customer Service Management
Internal knowledgebase
Confluence
8.9
ServiceNow Customer Service Management
Integrates with GoToMeeting
Confluence
6.0
ServiceNow Customer Service Management
Integrates with Gmail and Google Hangouts
Confluence
9.3
ServiceNow Customer Service Management
Integrates with Outlook
Confluence
9.6
ServiceNow Customer Service Management

File Sharing & Management

Confluence
8.5
ServiceNow Customer Service Management
Versioning
Confluence
8.9
ServiceNow Customer Service Management
Video files
Confluence
8.0
ServiceNow Customer Service Management
Audio files
Confluence
8.2
ServiceNow Customer Service Management
Document collaboration
Confluence
8.9
ServiceNow Customer Service Management
Access control
Confluence
9.1
ServiceNow Customer Service Management
Advanced security features
Confluence
9.0
ServiceNow Customer Service Management
Integrates with Google Drive
Confluence
8.0
ServiceNow Customer Service Management
Device sync
Confluence
8.0
ServiceNow Customer Service Management

Incident and problem management

Confluence
ServiceNow Customer Service Management
9.2
Organize and prioritize service tickets
Confluence
ServiceNow Customer Service Management
10.0
Expert directory
Confluence
ServiceNow Customer Service Management
9.0
Subscription-based notifications
Confluence
ServiceNow Customer Service Management
9.0
ITSM collaboration and documentation
Confluence
ServiceNow Customer Service Management
9.0
Ticket creation and submission
Confluence
ServiceNow Customer Service Management
9.0
Ticket response
Confluence
ServiceNow Customer Service Management
9.0

Self Help Community

Confluence
ServiceNow Customer Service Management
9.0
External knowledge base
Confluence
ServiceNow Customer Service Management
9.0
Internal knowledge base
Confluence
ServiceNow Customer Service Management
9.0

Multi-Channel Help

Confluence
ServiceNow Customer Service Management
9.0
Customer portal
Confluence
ServiceNow Customer Service Management
9.0
IVR
Confluence
ServiceNow Customer Service Management
9.0
Social integration
Confluence
ServiceNow Customer Service Management
9.0
Email support
Confluence
ServiceNow Customer Service Management
9.0
Help Desk CRM integration
Confluence
ServiceNow Customer Service Management
9.0

Pros

Confluence

  • Confluence provides the ability to any employee to create content as they see fit, democratizing the content creation process
  • The parent and child relationships between pages makes organizing your content much easier.
  • If you're also using Jira as your task management software, the native integration allows you to work in both systems and share content and data between the two, seamlessly.
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

  • Allows for clear communication between help desk and end users.
  • Provides a clean inventory option for both hardware items and software licenses.
  • Navigation is very intuitive and user friendly.
  • Many reporting features for all levels of the company.
Anonymous | TrustRadius Reviewer

Cons

Confluence

  • Search. The search functionality of Confluence is not that great. When typing a search there are often dozens or hundreds of irrelevant pages and you can't see enough in the search results to know which page you are looking for so it can sometimes be hard to find information you are looking for.
  • Over-notification. If you subscribe to an active group, you will get a notification every time something changes. This means that if someone is actively updating during a meeting (taking minutes), you could receive several notification for the same set of changes.
Chris Snelling, CFA | TrustRadius Reviewer

ServiceNow Customer Service Management

  • Reporting could be more granular.
  • Slow loading pages more often than not.
  • Updating of categorization can take a long time to propagate.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Confluence

Confluence 10.0
Based on 15 answers
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.
Charles Thomasset, MBA | TrustRadius Reviewer

ServiceNow Customer Service Management

No score
No answers yet
No answers on this topic

Usability

Confluence

Confluence 8.6
Based on 9 answers
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.
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

ServiceNow Customer Service Management 10.0
Based on 1 answer
Bottom line is that it does what you need it to do. We've been using Service Now as a ticket managing tool for a few years now. There's really not much it can't do when it comes to recording interactions. It has been nice using inventory tracking for software licenses and hardware as well.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Confluence

Confluence 10.0
Based on 4 answers
It is always on, always ready. It is very adaptable and reliable.
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

No score
No answers yet
No answers on this topic

Performance

Confluence

Confluence 9.8
Based on 8 answers
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.
Kaleb-John Loo | TrustRadius Reviewer

ServiceNow Customer Service Management

No score
No answers yet
No answers on this topic

Support Rating

Confluence

Confluence 8.5
Based on 41 answers
I have not had a lot of support experiences with Atlassian, but of the few I have, I wasn't very satisfied with the results. I found that multiple people would respond to the issue at various stages, requiring re-communication (even though the support system stores everything and shows it to both them and you). Often responses came at odd hours, resulting in 24+ hour turnaround on basic responses, even if you respond right away. Support often asks you to do things which require downtime, and don't seem sympathetic if your organization requires that downtime to be done off-hours. This makes it difficult to resolve issues in a timely manner, if at all.I must note that I have not opened a support incident with them in close to 2 years, and it's my understanding from colleagues that there has been much improvement. My comments and ratings reflect my older experiences.
Brian Scholer | TrustRadius Reviewer

ServiceNow Customer Service Management

ServiceNow Customer Service Management 9.0
Based on 1 answer
Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.
Anonymous | TrustRadius Reviewer

Implementation Rating

Confluence

Confluence 9.0
Based on 3 answers
Great process overall
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

No score
No answers yet
No answers on this topic

Alternatives Considered

Confluence

Atlassian Confluence is a great choice for our company when compared to the 2 other knowledge base software services we have previously used. The software is more robust and has more plug-in services, such as Jira. This has been tremendously useful for us to gain visibility into project planning vs. actual hours logged. The other software platforms did not have this functionality.
Alexandria Alvarez Gerbasi | TrustRadius Reviewer

ServiceNow Customer Service Management

No answers on this topic

Scalability

Confluence

Confluence 10.0
Based on 1 answer
This tool is very adaptable. So much so we use it for three completely separate projects, in three very different ways.
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

No score
No answers yet
No answers on this topic

Return on Investment

Confluence

  • Overall, I think the impact of Confluence has been positive. As a remote team, it simplifies process and communication for us.
  • Confluence streamlines group work and tasks to make it clear who is doing what they should be doing
  • Some of my employees do complain that confluence is hard to use and that they can't navigate around very well.
Holly Wallace Nielsen | TrustRadius Reviewer

ServiceNow Customer Service Management

  • Ease of use between departments has been a huge success.
  • Uptime is almost perfect, it's just that the pages load a bit slower sometimes.
  • Any kind of outage has been handled very promptly.
Anonymous | TrustRadius Reviewer

Pricing Details

Confluence

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Confluence Editions & Modules

On-premise Edition
Server10.001
Server2700.002
Server5300.003
Server10,200.004
Server19,800.005
Server30,000.006
Server45,000.007
Server90,000.008
Server150,000.009
Data Center15,000.0010
Data Center30,000.0011
Data Center52,000.0012
Data Center79,200.0013
Data Center105,600.0014
Data Center132,000.0015
Data Center143,000.0016
Data Center154,000.0017
Data Center165,000.0018
Data Center176,000.0019
Data Center187,000.0020
Data Center198,000.0021
Data Center209,000.0022
Data Center220,000.0023
  1. 10 Users - Perpetual License
  2. 25 Users - Perpetual License
  3. 50 Users - Perpetual License
  4. 100 Users - Perpetual License
  5. 250 Users - Perpetual License
  6. 500 Users - Perpetual License
  7. 2,000 Users - Perpetual License
  8. 10,000 Users - Perpetual License
  9. 10,001+ Users - Perpetual License
  10. 500 Users - Annually
  11. 1,000 Users - Annually
  12. 2,000 Users - Annually
  13. 3,000 Users - Annually
  14. 4,000 Users - Annually
  15. 5,000 Users - Annually
  16. 10,000 Users - Annually
  17. 15,000 Users - Annually
  18. 20,000 Users - Annually
  19. 25,000 Users - Annually
  20. 30,000 Users - Annually
  21. 35,000 Users - Annually
  22. 40,000 Users - Annually
  23. 40,001+ Users - Annually
SaaS Edition
Free0.001
Standard5.002
Premium10.002
EnterpriseContact Sales
  1. Free for 10 Users
  2. Per User Per Month
Additional Pricing Details

ServiceNow Customer Service Management

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

ServiceNow Customer Service Management Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Confluence
8.5
ServiceNow Customer Service Management
8.0

Likelihood to Renew

Confluence
10.0
ServiceNow Customer Service Management

Usability

Confluence
8.6
ServiceNow Customer Service Management
10.0

Reliability and Availability

Confluence
10.0
ServiceNow Customer Service Management

Performance

Confluence
9.8
ServiceNow Customer Service Management

Support Rating

Confluence
8.5
ServiceNow Customer Service Management
9.0

Implementation Rating

Confluence
9.0
ServiceNow Customer Service Management

Scalability

Confluence
10.0
ServiceNow Customer Service Management

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