Are customers considered users in Service Management and Confluence? If so, am I billed for them?

[Paul Gault]

I just want to make certain I am building this properly.  

[Jack Brickey · Accepted solution]

Customers are "users" just as Agents are "users" However, Customers are not paid licenses. They are free. As free users they have more limited access to the products of course.

[Heather Ronnebeck]

But for confluence and one that requires edit ability in the instance will require a paid seat. You can provide Anonymous access to readers in the public world for free. 

If you want to keep all content out of public eye then you need to pay for licenses for users to view the content too. 

[Jack Brickey]

yep. customers get access to KB articles normally. That was to my point on limited access.