Atlassian's successful try on knowledge and document management
Updated September 17, 2019

Atlassian's successful try on knowledge and document management

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Atlassian Confluence

We are currently using Confluence as a knowledge base for a worldwide project. Our usage of Confluence at the moment consists of creating knowledge articles about certain procedures, contact information (about the customer and about our own team), general information such as the SLA and to generate documentation for the customer, as he likes to know what we did to resolve a problem in his environment. Giving access to our customer to see what we have already created on Confluence gave him a lot of confidence in our work as he can see with his own eyes what are the solution and technologies we are using to sustain his working process.
  • Editing of pages on demand, without hassle
  • Whole text editor, so you don't need to create things on Office and paste on Confluence
  • Integration with JIRA SD and Trello
  • Atlassian support is amazing!
  • User management can be a bit hard, especially between different companies
  • The installation and configuration is not so simple
  • The customer's trust in our processes grew as he was now seeing what we did
  • Different versions and/or solutions to the same problem are now centralized
We only used internal solutions for knowledge-base management before so I have nothing "official" and marketable to compare.
Confluence is very good in situations where you need to share with the customer what are your instructions and procedures to resolve a specific problem. When asked, you only need to send him the knowledge-base article as a proof of work. We also use it to share this kind of information with the overseas team, as we are in a country and some of our coworkers live in another country far away.

Confluence Feature Ratings

Mobile Access
Internal knowledgebase
Video files
Audio files
Document collaboration
Access control
Advanced security features
Integrates with Google Drive

Using Confluence

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.

Confluence Reliability

We never worked against the tide while using Confluence. Everything loads considerably fast, even media components like videos (hosted on the platform or embed external videos from Youtube, for example). We are not using heavy media components a lot, but in the rare occasion we happen to use one we have no problems whatsoever.

Integrating Confluence

We integrate Confluence with Trello and JIRA ServiceDesk. As all of them are Atlassian products, the integration was really easy and helpful, as we now can throw things from one platform to the other. We can link Confluence articles to JIRA SD articles and create an even stronger knowledge base with examples of how a particular problem has been resolved.