I'm in an architect role. Primarily, it's for CRM. Service Cloud is used as our call center using the CRM.
Agentforce Sales
Salesforce, Inc.External reviews
10,028 reviews
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Great software and functionalities but outdated UI
What do you like best about the product?
I like how full the functionality is and how precise I can forecast deals via the platform. I also find that prospecting through existing leads within the crm is far cleaner than other CRM's like HubSpot or Apollo.
What do you dislike about the product?
Lack of mobile optimization and outdated UI, I also disliked that many features such as dark mode were abandoned in 2020z
What problems is the product solving and how is that benefiting you?
It solves the issue of having a concise revenue organization that can accurately forecast and organize.
Sales Efficiency
What do you like best about the product?
The scalability, customizable, and the ability to adapt to changing workflows.
What do you dislike about the product?
It keeps it simple. Propexring to a sales cycle to establishing customer profile with just a click.
What problems is the product solving and how is that benefiting you?
Capturing a customers journey.
Using salesforce sales cloud as a complex nonprofit
What do you like best about the product?
With the proper planning and architecture, salesforce can produce amazing results.
What do you dislike about the product?
As a complex nonprofit with limited resources, no dedicated admin, and non-standard business model, customization has been a long difficult journey and continues to be in flux. Our results are mixed but we are optimistic!
What problems is the product solving and how is that benefiting you?
Salesforce helps track leads, membership, and projects, which benefits us through data consolidation and reporting.
Salesforce Business Analyst
What do you like best about the product?
Lead to opportunity conversion which is great
What do you dislike about the product?
Integration with managed packages not working well
What problems is the product solving and how is that benefiting you?
More leads
Everything works
What do you like best about the product?
Enjoy how once things are out in place and my team understand the CRM
What do you dislike about the product?
Currently not much seems very streamlined and organized to my liking on the data I have
What problems is the product solving and how is that benefiting you?
Keeping all the data in one place
Good cloud with lot of capabilities
What do you like best about the product?
Easy to use interface and customer 360 view.
What do you dislike about the product?
Complexity configuring the workfows and boundaries of the ux
What problems is the product solving and how is that benefiting you?
Providing one platform integrated with all systems .
Excellent experience for sales professionals
What do you like best about the product?
I have always found the Customization options to be very good.
What do you dislike about the product?
There isn't anything specific that I dislike.
What problems is the product solving and how is that benefiting you?
Creating consistency among sales teams
Good
What do you like best about the product?
Helpful to maintain relationship with clients
What do you dislike about the product?
Could be more customizable towards corporate clients
What problems is the product solving and how is that benefiting you?
Figuring out client's needs
Helps the sales team close deals faster.
What do you like best about the product?
With the AI now you know the customer better and can better sell targeted and accurate information.
What do you dislike about the product?
Requires data cloud to search within contracts.
What problems is the product solving and how is that benefiting you?
Offers assistance in the sales process
Infinitely customizable, good end-to-end sales and customer management processes but lacks good documentation
What is our primary use case?
How has it helped my organization?
Essentially, it's the CRM solution for managing customers and leads.
The features that had the most significant impact on our sales efficiency include flexibility, regular updates, and very good end-to-end sales and customer management processes.
AI and machine learning are on the agenda for next year. Initially, it will be very silo-based, but eventually, we'll be integrating MIBI data into our solution.
Sales Cloud's reporting and analytics capabilities influenced our sales strategy quite a lot. We can build every report as a dashboard, and there are various sorts of things. We are using Tableau as our MIBI analytic solution, which is also owned by Salesforce these days.
What is most valuable?
Sales Cloud is invaluable because it's a cloud solution that's well-used, provides businesses with essential sales tools, and is infinitely customizable.
FlowBuilder and DBSync are critical. DBSync is a tool that manages our databases.
Lucidchart is valuable for creating diagrams.
What needs improvement?
There is room for improvement in Documentation and third-party documentation.
CI/CD is the biggest room for improvement. Deployment between environments and configuration. They've come up with their own CI/CD solution recently, but it still feels a bit like it's held together with string and paper.
For how long have I used the solution?
I have been using it for two years. We use the latest version. It was deployed in Spring 2024.
What do I think about the stability of the solution?
I would rate the stability an eight out of ten. It's pretty good. Sales Cloud has defined upgrade paths—three upgrades a year. Things very rarely break. They fix bugs and update code that we're currently using. The APIs they use to support multiple versions. The stability of the platform is very good.
What do I think about the scalability of the solution?
I would rate the scalability an eight out of ten. The biggest impediment there is storage costs. It's very expensive.
At the moment, we've not gone live. So, it will be around 250 end users.
How are customer service and support?
The customer service and support are excellent. I'm overall satisfied with it. It could be improved, but everything could be improved.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
We used a different solution. We decided to move mainly because the old solution was long in the tooth, no longer supported, and would have needed substantial updates. It wasn't really a solution that could be used for a membership management system.
How was the initial setup?
I would rate my experience with the initial setup a six out of ten, with one being difficult and ten being easy to set up.
The reason for that is it's ultimately customizable. It's out of the box—it doesn't really give you anything. You need to customize it.
Sales Cloud could deliver a whole package of design patterns or out-of-the-box solutions that work better for different industries.
What about the implementation team?
The deployment took quite a while, maybe a year, mainly because of customization issues.
It's fully CI/CD delivered. It's not very manual at all. We want to move to an automated process where you make changes, test them, deploy them, and they're automatically tested, which is a bit awkward but it's getting there.
Around 20 people, doing various jobs were included in the deployment process.
More than 20 because we got a third party to help us develop it. We outsourced a lot of the development to a system integrator.
What was our ROI?
We expect to see a ROI.
What's my experience with pricing, setup cost, and licensing?
I would rate the pricing as seven out of ten, where one is cheap, and ten is expensive.
It's expensive, storage being the most costly aspect. We got a good deal, but it's quite a lot.
Which other solutions did I evaluate?
We evaluated other options. We looked at upgrading our legacy system and the latest version, which didn't work well with our membership organization—it works best for customers.
We also tried Microsoft Dynamics, which didn't fit our business needs, and SAP, which was a bit clunky and not customizable enough.
What other advice do I have?
Overall, I would rate the solution a seven out of ten.
It's very flexible, and customization varies greatly. The key is to accurately collect your requirements and manage the delivery of your requirements. Otherwise, you'll encounter problems, and that's the same with every solution.
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