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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
6.5
Atlassian Confluence is a cost-effective tool improving time efficiency, knowledge sharing, and quality of life for users.
Sentiment score
6.5
Salesforce Service Cloud improves ROI through efficiency, visibility, and integration, yielding up to 50% ROI amidst varying challenges.
Salesforce Service Cloud requires significant maintenance effort to see ROI.
Lead Solutions Architect at a financial services firm with 11-50 employees
 

Customer Service

Sentiment score
6.5
Atlassian Confluence support is responsive but limited, with users often seeking help elsewhere due to cost and complexity issues.
Sentiment score
5.6
Salesforce Service Cloud is praised for responsiveness and community support, though premium support is recommended for complex issues.
This team manages all queries and uses various plugins, such as Tempo for time tracking.
Manager QA at [x]cube LABS
The Atlassian technical support team is reachable through different platforms.
Project Manager at a transportation company with 10,001+ employees
Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.
Head Of Information Technology at SAISOFT
Unless you have premium support, assistance is restricted.
Lead Solutions Architect at a financial services firm with 11-50 employees
 

Scalability Issues

Sentiment score
7.1
Atlassian Confluence scales efficiently for diverse organizations, though cloud performance and cost concerns exist; integration boosts flexibility.
Sentiment score
8.1
Salesforce Service Cloud is scalable, customizable, and cloud-based, enabling seamless growth and integration for enterprise-level adaptability.
Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.
Head Of Information Technology at SAISOFT
Nobody can compete with Salesforce Service Cloud's scalability.
Lead Solutions Architect at a financial services firm with 11-50 employees
 

Stability Issues

Sentiment score
7.9
Atlassian Confluence is reliable and stable, despite occasional server-related disruptions, with performance improving consistently over time.
Sentiment score
7.9
Salesforce Service Cloud is stable and reliable, with rare disruptions, excellent support, and scalability when following best practices.
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
Lead Solutions Architect at a financial services firm with 11-50 employees
 

Room For Improvement

Atlassian Confluence faces criticism for poor search, inadequate editing features, inflexible pricing, and scalability issues for large enterprises.
Salesforce Service Cloud needs UI/UX improvements, pricing adjustments, stability, better integrations, and enhanced reporting, email, and AI capabilities.
More options similar to those available in Word or Google Docs in terms of formatting and other features could enhance its functionality.
Manager QA at [x]cube LABS
This chart used AI to offer users the option to create it based on the data.
Sr Consultant at a tech services company with 10,001+ employees
Configuring Flows in Salesforce Service Cloud is very difficult.
Assosiate Partner at Autana Business Partners
Salesforce Service Cloud should focus on simplification.
Lead Solutions Architect at a financial services firm with 11-50 employees
It could be better in areas such as media; it does not handle media effectively, particularly with pictures and uploads.
CTO at Glenavoo Digital
 

Setup Cost

Atlassian Confluence costs vary by users and add-ons, potentially increasing annually, with complex licensing affecting price perception.
Salesforce Service Cloud's high costs can be offset by negotiating contracts, offering flexible licensing and significant functionality for large teams.
It streamlines license management and renewal processes, which can otherwise lead to complications or lapses in access.
Manager QA at [x]cube LABS
Money is a factor because Atlassian Confluence is not free.
Project Manager at a transportation company with 10,001+ employees
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
Application Owner at a government with 1,001-5,000 employees
Salesforce Service Cloud is expensive.
Lead Solutions Architect at a financial services firm with 11-50 employees
 

Valuable Features

Atlassian Confluence enhances collaboration with customizable templates, content sharing, and secure integration with Jira and external tools.
Salesforce Service Cloud excels in customization, integration, automation, and scalability, offering real-time data, email management, and extensive API support.
This tool provides a single repository for interacting with the entire team.
Sr Consultant at a tech services company with 10,001+ employees
I use Atlassian Confluence for task management and other project management tasks, such as reporting, visualization of tasks, tracking the progress of tickets, and understanding how work is progressing.
Project Manager at a transportation company with 10,001+ employees
Clients gain productivity and save time with Salesforce Service Cloud.
Assosiate Partner at Autana Business Partners
Salesforce Service Cloud improved our organization with its mobile capabilities.
Application Owner at a government with 1,001-5,000 employees
Salesforce Service Cloud offers pre-built packages that are best in class.
Lead Solutions Architect at a financial services firm with 11-50 employees
 

Categories and Ranking

Atlassian Confluence
Ranking in Knowledge Management Software
1st
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
107
Ranking in other categories
Corporate Portals (Enterprise Information Portals) (2nd), Enterprise Social Software (3rd)
Salesforce Service Cloud
Ranking in Knowledge Management Software
4th
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
56
Ranking in other categories
CRM Customer Engagement Centers (2nd), Help Desk Software (6th), IT Alerting and Incident Management (6th)
 

Mindshare comparison

As of January 2026, in the Knowledge Management Software category, the mindshare of Atlassian Confluence is 8.9%, down from 23.0% compared to the previous year. The mindshare of Salesforce Service Cloud is 4.8%, down from 5.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Knowledge Management Software Market Share Distribution
ProductMarket Share (%)
Atlassian Confluence8.9%
Salesforce Service Cloud4.8%
Other86.3%
Knowledge Management Software
 

Featured Reviews

Rabindra K Maharana - PeerSpot reviewer
Sr Consultant at a tech services company with 10,001+ employees
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.
reviewer2688993 - PeerSpot reviewer
Lead Solutions Architect at a financial services firm with 11-50 employees
Leverage top-tier automation capabilities while streamlining complex naming conventions
Salesforce Service Cloud offers pre-built packages that are best in class. The automation capabilities have evolved over time, consolidating previous features into Salesforce flows. However, these work best when everything is within Salesforce Service Cloud and everyone has a license. Without an enterprise MuleSoft license, external interactions complicate automation significantly.
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Top Industries

By visitors reading reviews
Financial Services Firm
16%
Manufacturing Company
12%
Computer Software Company
7%
Government
6%
Financial Services Firm
15%
University
9%
Performing Arts
9%
Outsourcing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business38
Midsize Enterprise26
Large Enterprise52
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise13
Large Enterprise24
 

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?
Money is a factor because Atlassian Confluence is not free. I need to purchase extra components when adding new projects or employees.
What needs improvement with Atlassian Confluence?
Currently, I have no suggestions for improvements. There are no issues with stability or downtime with Atlassian Confluence.
What is your experience regarding pricing and costs for Salesforce Service Cloud?
I do not have any knowledge of the cost regarding Salesforce Service Cloud.
What needs improvement with Salesforce Service Cloud?
I face challenges with Salesforce Service Cloud because it requires and is difficult to customize. It could be better in areas such as media; it does not handle media effectively, particularly with...
What is your primary use case for Salesforce Service Cloud?
I am not a user, partner, reseller, or implementer as we implemented it ourselves. We do SLA management through Salesforce Service Cloud, which is the role of Service Analytics.
 

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: December 2025.
881,082 professionals have used our research since 2012.