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Knowledge Management Software Reviews

Read reviews of Knowledge Management Software that are trending in the IT Central Station community:
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Real User
Business Process Designer at a retailer with 501-1,000 employees
Feb 23 2017

What is most valuable?

* Search: It is simple to search for documentation throughout Confluence from the search bar. * Audit History: Collaboration is brilliant with a full audit history on the changes made by the users involved, as well as the ability to visually... more»

How has it helped my organization?

* It has improved collaboration, transparency, and documentation quality among teams. * It has started us on the journey of knowledge management, not leaving valuable IP in peoples’ heads. * It has enabled us to publish ubiquitous language... more»

What needs improvement?

I would like to see the following improvements: * When comparing page changes, you are only able to select 2 pages. While this is useful, it has proven to be a slight limitation when many people are editing a document. Having said this, we... more»
Consultant
IT Strategy & Change Consultant at a energy/utilities company with 1,001-5,000 employees
Mar 26 2017

What is most valuable?

The following features are valuable: * The Wiki nature of the product: Collaborative creation of content with version history and easy change tracking. * Knowledge sharing: Captures and provides visibility on decisions and conversations,... more»

How has it helped my organization?

This has helped our organization in the following ways: * Enables conversations and meeting outcomes to be visible and evolve faster. * Opens collaboration and empowers everybody to contribute in knowledge construction. * Accelerates the... more»

What needs improvement?

I would like to see the solution do the following: * Provide analytics on content usage to help foster adoption. Currently, the statistics have to be requested and are very basic in the cloud version. * Help in the organization of the content... more»

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Real User
Systems Architect with 1,001-5,000 employees
Feb 22 2017

What is most valuable?

When we compared it to other wiki engines, we found the space concept and the hierarchical page. * Space concept: The space concept was of interest to us since we have the need to filter information by means of authorization on different... more»

How has it helped my organization?

We use this tool in the following ways: * Internally: In IT development, it acts as a support for different development areas with the documentation of tools, manuals, internal handbooks, and best practices. * Externally: In business areas,... more»

What needs improvement?

I don't see the need for any large improvements. There are a number of minor improvements that are documented by Atlassian and also some problems waiting to be solved. For us, there are no items that we are sleepless waiting for.
Real User
Manager Ops ID Solutions at a tech services company with 501-1,000 employees
Feb 16 2017

What is most valuable?

The fact that Confluence is a wiki that allows near WYSIWYG editing. Having an “easy to use” product means that users have a “low threshold” to use it. This is very important, as the value of any information store is that of the data that is... more»

How has it helped my organization?

The ease of use makes it accessible for all users. Users are able to insert/edit information without having to have wiki knowledge. We can put any “static” information in Confluence. “Static” meaning that the information does not change on a... more»

What needs improvement?

Some things like: * Being able to (default) sort comments on pages with the last comment first. * Being able to require “restricted access” permission to view Confluence pages (like JSD). * The Atlassian cloud pricing model is pretty steep.... more»
Real User
Program Manager at a government with 10,001+ employees
May 05 2017

What is most valuable?

The most valuable feature is the ability to create business collaboration solutions without having an army of IT professionals. We can create web-like interfaces without needing to be an expert in Java, Java scripts, or HTML.

How has it helped my organization?

We use the tool to establish a collaboration space across federal agencies, state agencies, and other public stakeholders. We are able to create a simple workflow and have an electronic record of those activities.

What needs improvement?

The basic improvement needed from my perspective is the ability to move multiple attachments at a time. I would like to be able to copy a set of pages in Confluence as a template. It would be nice to have better business collaboration examples.
Freshworks
Real User
Operations Manager at a retailer with 51-200 employees
Feb 15 2017

What is most valuable?

Freshdesk works out great for us because it can be accessed from anywhere where there's an internet connection. Because we use it as our own, and our partner's (that we fulfill orders for) customer service help desk, it has been a great and... more»

How has it helped my organization?

We were able to create numerous different help desks with graphic layouts matching our customers websites. Freshdesk allows us to act on behalf of different companies without their customers knowing about it, thanks to groups and agent... more»

What needs improvement?

Freshdesk has got an option where Facebook and Twitter posts can be transferred into the ticketing system. At the moment, we do not find it useful because it simply cannot pick the relevant customer service enquiries, it creates a ticket with... more»
Zendesk
Real User
Customer Support/Retail Division at a Consumer Goods with 501-1,000 employees
Feb 28 2017

What is most valuable?

In Views there are lists of all unsolved tickets, recently updated tickets, pending tickets, etc. It makes it very easy for me to keep track of all the tickets.

How has it helped my organization?

I am already a very organized person but the product really does everything for you. The way it’s set up makes it very easy for agents, end-users, and administrators to use.

What needs improvement?

It would be good to be able to edit. Unfortunately, Zendesk believes that the integrity of a ticket and its comments are important. That when either party reads comments on tickets, they should be able to trust the content is unaltered form... more»
Zendesk
Real User
Zendesk Specialist at a tech services company with 51-200 employees
Aug 28 2016

What is most valuable?

The ease of use and great flexibility is awesome. Also, as an agent it's the macros and the tight integration with the Help Center. As an administrator, it's more how easy it is to configure the workflows and the apps framework.

How has it helped my organization?

It has lifted our customer service! Not only can we reply faster, we are more accurate on multiple channels and we get a lot of data from the system that we can use to become even better!

What needs improvement?

There is always room for improvement - The trick is to find an improvement that benefits a broad part of Zendesk’s user base. The product base is solid and i can’t think of anything major that needs fixing.
Consultant
Mgr, IT Development - Collaboration Platforms with 501-1,000 employees
Mar 26 2017

What is most valuable?

* Quick and easy editing/creating of web based content * Content is easy to format and easy to share: You simply type and save in a web browser * Atlassian is an AWESOME company * Confluence is the BEST wiki on the market

How has it helped my organization?

* It gives our company a single place to document run books, procedures, and knowledge base articles * It's quick and easy to edit * It seamlessly integrates with other tools we use, like JIRA

What needs improvement?

* Some versions have annoying bugs from time to time. Doesn't all software? * The interface and functionality is different for users used to legacy content management systems like SharePoint. However, spending a few minutes with Confluence... more»
Real User
Senior Development Manager at a financial services firm with 1,001-5,000 employees
Feb 23 2017

What is most valuable?

The most valuable features are the collaboration and sharing of information. The ability to crowdsource the gathering of information and have anyone edit and correct it instantly.

How has it helped my organization?

Quite simply, information is king. We have been able to share effectively and reduce our reliance on the usual Word docs and shared drives.

What needs improvement?

The WYSIWYG editor is great, but there are some problems with formatting. Tables and fonts are not always rendered correctly, especially when CCS is used to customize them. It is useful to understand Wiki Markup language to get around these... more»
Real User
Project Delivery Lead at a real estate/law firm with 10,001+ employees
Sep 14 2017

What is most valuable?

The flexibility, well-rounded features, and capabilities to support the different needs of the organization.

How has it helped my organization?

JIRA has allowed my organization to aggregate our entire portfolio into one system and to eliminate five other disparate solutions. The addition of Confluence allowed us to take the aggregation a big step forward by adding project and support... more»

What needs improvement?

There are certain features, like AD FS and workflows, that don't appear to be mature enough for Enterprise use.
Real User
Senior Consultant IT Infrastructure at a tech consulting company with 51-200 employees
Jul 20 2016

What do you think of Atlassian Confluence?

Valuable Features: Categories, document editing and creation, the great permission system, awesome plugin management. • Improvements to My Organization: Confluence allows creating new documentation very fast. This allowed us to organize our self-written documentation in a very efficient way. • Room for Improvement: There are two things which annoy us the most: (a) It is written in Java and therefore comes with all the overhead and issues of Java applications. (b) It doesn't allow editing documents with multiple users at the same time. • Use of Solution: I have been using it for almost two years. • Deployment Issues: Deployment can be painful when you have to deal with different Java versions or keystores. The rest is very simple since there is a...
Real User
Principal Writer & User Experience Design at a tech company with 5,001-10,000 employees
Mar 06 2018

What is most valuable?

The best features are the following: * Automated TOC * Horizontal tabbing option * Expanding drop down lists * Easy image integration * Access to the underlying HTML * The list of macros in the drop down.

How has it helped my organization?

Wiki is a simple tool for developers to write and record team decisions explaining the product that they are creating.

What needs improvement?

There is no concept of peer review or a draft mode - whatever you write is live. What typically happens is that the navigation bar becomes frighteningly large and difficult to read unless someone takes the reigns and curbs the knee jerk... more»
Real User
Tech Director at a tech company with 1,001-5,000 employees
Jul 27 2017

What is most valuable?

One of the valuable features is Confluence and JIRA integration. The most valuable integration feature between JIRA and Confluence was being able to easily link Jira tickets to Confluence pages and vice-versa. They felt quite seamless. This... more»

How has it helped my organization?

The tool improved team collaboration around a usable source of truth.

What needs improvement?

I would like to see an improvement in licensing so I’m not paying for inactive users. Basically, I’d like the “system” to count unique active users for the past month and only charge me for those, rather than me manually assigning licenses to... more»
Real User
Senior Technical Writer at a tech services company with 501-1,000 employees
Feb 26 2017

What do you think of Atlassian Confluence?

Valuable Features I appreciate: Web access. Collaboration. Export to PDF. • Improvements to My Organization It has helped our organization as follows: Information is kept up to date. Accessible anywhere. Editable by everyone. Secure. Exportable. • Room for Improvement I think that customization and text styling could be improved. • Use of Solution I have used it for 2.5 years. • Stability Issues I have not had any stability issues. • Scalability Issues I have not had any scalability issues. • Customer Service and Technical Support I would give them 8 out of 10. But first and second level support are email only! • Previous Solutions We did not use a previous solution. • Initial Setup Initial setup with the cloud version is super easy but the...
Real User
IT Specialist at a manufacturing company with 501-1,000 employees
Mar 30 2017

What do you think of Atlassian Confluence?

Valuable Features I like the macros (formatting, PDF, images, etc.), tags, tables (with autonumber), @user for citing another user, comments, and the access control in content using groups and users. • Improvements to My Organization Meetings are registered in Confluence, allowing easy access on what had been discussed and the to-do lists. Information, knowledge and users of many areas are integrated in one place. • Room for Improvement I would like to see the ability for each user to config his own home page, • Use of Solution We’ve been using Confluence for 3 years. • Stability Issues We rarely encountered issues with stability. But when it happens, generally Atlassian is pro-active and send infos about any issues encountered and how it's beeing handle by...
Real User
Project Manager with 501-1,000 employees
Jan 19 2017

What do you think of Atlassian Confluence?

Valuable Features The valuable features are: It is easy to use. It is easy for newcomers to start using it. It has the “what you see is what you get” functionality of MS Word. It is easy to move pages around. There is no excuse for not doing documentation just because you do not know where to add it. It has good integration with JIRA. You can really do great things with the two products. • Room for Improvement The license part is too flexible. • Use of Solution We have been using this solution since 2008. • Stability Issues There have not been any stability issues. • Scalability Issues There have not been many scalability issues. • Customer Service and Technical Support I would give technical support a rating of 9 out of 10. • Previous Solutions We used...
Zendesk
Consultant
Consultant en organisation & chargé de mission à l'international
Mar 31 2017

What do you think of Zendesk?

Valuable Features Some of the valuable features are its agility, simplicity, and that it is a user-friendly product. • Improvements to My Organization It helps us save costs, time, and energy. It improves the relationship with my customers. • Room for Improvement There are various aspects of this product that need improvement such as its flexibility, price, and installation. • Use of Solution I have used this solution for around three months. • Deployment Issues We did encounter some deployment issues due to the complexity of the parameters. • Stability Issues There were no stability issues. • Scalability Issues At the very beginning, we had some scalability issues. • Customer Service and Technical Support Customer Service: I would give the customer...
Real User
Managing Partner at a consultancy with 51-200 employees
Feb 23 2017

What do you think of Atlassian Confluence?

Valuable Features Overall, I love the ability to quickly upload and preview documents. The navigation is quite easy and intuitive once you grasp the file hierarchy. I use the template pages often to produce clean consistent spaces for clients. • Improvements to My Organization It allows collaborative functionality across documents, meeting notes and project requirements. • Room for Improvement I think the user interface could be more graphically pleasing, as well as establishing permissions across various spaces and user levels a bit clearer. • Use of Solution I have used this for approximately four years. • Stability Issues We have not had stability issues. • Scalability Issues We didn’t have scaling issues once our company established its best use of the...
User
Documentation Department Manager with 10,001+ employees
Jun 23 2017

What do you think of Atlassian Confluence?

Valuable Features Editing is convenient. We often have to edit manuals for different projects of the same software. These projects have only small differences in features. • Improvements to My Organization In the past, only documentation engineers could edit the software manuals. Now, both developers and documentation engineers can edit manuals and share opinions. • Room for Improvement It is not as professional as FrameMaker. Confluence is light and very convenient, but it is difficult to reuse the same content and its format is not as flexible as FrameMaker. • Use of Solution We have been using the solution for three years. • Stability Issues We did not encounter any issues with stability but we have not been using it as often as FrameMaker. • Scalability...

Have A Question About Knowledge Management Software?

Our experts can help. 278,683 professionals have used our research on 6,299 solutions.
29
Consultant en organisation & chargé de mission à l'international
• Recommandations auprès de la direction Générale de la SNCF sur la mise en place de plans d’actions régionaux • Consultations et formations dans les pays membres du Conseil de l’Europe sur l’élargissement des Programmes Européens Jeunesse • Analyse des besoins en situation de post-crises... more>>
126
IT Strategy & Change Consultant
Over the last five years I've supported the adoption of agile principles at portfolio/program and projects level and the redesign and optimization of applications services, architecture, integration and sourcing of a highly dynamic set of initiatives within the IT solutions for energy companies... more>>
432
e-Commerce Consultant
Focused on: - e-commerce startups - product & project management - cross functional teams - business processes optimisation - KPI's
1,736
Technical Test Lead
- QA professional with 7 years of experience in the IT industry with 4 years in manual and 3 years in automation testing roles - Currently acting as the QA lead delivering successful releases for a client who is the investment banking division of a Switzerland headquartered banking giant - Been... more>>
1,005
Director of Client Success, Co-Founder
Co-Founder and Director of The Chat Shop. e: hello@thechatshop.com p: +4420 3567 1037

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