Salesforce Service Cloud

Field Service Lightning

4.5 / 5 239 reviews

Who Uses This Software?

Businesses in need of service-as-a-software solution for field services management.


Average Ratings

239 Reviews
  • 4.5 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $75.00/month/user
    See pricing details
  • Pricing Details
    Billed annually
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Salesforce Service Cloud
  • www.salesforce.com/
  • Founded 1999
  • United States

About Field Service Lightning

With work orders, you can efficiently track repairs, maintenance, or other work taking place in the field. And work orders are integrated with accounts, contacts, assets, cases, entitlements, and service contracts so you can pull in data across Salesforce. Give your mobile employees access to work orders and other key information at their fingertips. With the Salesforce1 Mobile App, service technicians can use automated processes to support a full range of field activities.


Spotlight-media-placeholder

Field Service Lightning Features

  • Contract Management
  • Customer Database
  • Dispatch Management
  • Inventory Control
  • Job Management
  • Preventive Maintenance
  • Quotes / Estimates
  • Recurring Appointments
  • Routing
  • Scheduling
  • Task Management

Field Service Lightning Reviews Recently Reviewed!


Capterra-loader

Salesforce makes it easy to maintain a large group of sales prospects and integrates with outlook

May 04, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: We are a sales and distribution company for a number of investment companies that run mutual funds, hedge funds etc. We have a GIANT list of prospects and trying to manage all of that in excel spreadsheets would be a nightmare when you consider that we operate as a team and not on an individual basis. It's easy enough to use and integrates well with outside software, such as outlook and excel. Great product for sales teams**.

Cons: I'm really not a fan of the lack of a genuine support system. If you have any issues, your only option is to email the support team and they have not been very helpful in my experience. Unless you pay for the top tier of salesforce, there's no phone number that you can call. I wish they had a decent tutorial and moreover, there are some no brainer adjustments that could really improve the CRM, such as mass email integration. Perhaps there is a way, but the fact that I have not been able to figure it out or get a decent answer from support speaks to their support system.

Overall: I really like the ease of use with this CRM and the fact that it integrates with our other softwares. We operate as a sales unit, so it is essential that we are aware of what other members of the team are doing at all times, and where they stand on different leads, territories, etc. It eliminates the need for additional forms of communication, documents, spreadsheets, you name it. This is essential for any sales team out there, regardless of industry.

Salesforce is one of the best CRM out there!

Sep 10, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Salesforce helped us resolve one of the major problems in our firm. At first, we were using Excel as our Candidate and Client database, and most of the time we get troubles because of this.

There are times that we reach out a candidate who then turns out to be our client. There are times as well that we reach out to a candidate more than 5 times a day, and because of that we get a lot of "do-not-contact" requests.

With Salesforce, it helped us to create tailor-fit solution to our business problem. We were able to import all of our candidates and clients to Salesforce by just uploading our excel databases in the system. We were able to put do not contact provisioning to our clients, to candidates that are currently in process, and also those candidates who indicated that they are not actively looking.

Now, we were able to make a great relationship with our candidates and clients through Salesforce.

Cons: What I least like about Salesforce is their customer support. Sometimes they are not that very good in resolving tech problems. Well, we seldom get problems so we barely need their help, but I hope Salesforce trains them well.

Overall: Salesforce is the best platform out there to help you resolve your business problems! It is the best CRM that you can access anywhere; anytime!

Capterra-loader

SalesForce is the best web-based platform to do Sales, BD and Recruiting!

Aug 18, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: We've been using SalesForce for roughly 3 years now, and it helped us drive great ROIs due to its easy usage in terms of data entry, categorizing each client or candidate, and also the functionality it provides such as mass emails that we can add HTML codes to make it look personalized or targeted, and also the option that let us see if a client or candidate already opened the email we sent.

Our Academy, BD, and Recruiting department drove great revenue because of this, and SalesForce did a great job in helping us drive sales, and place candidates to our clients in a short span of time.

Cons: What I least like about SalesForce is its downtimes. The only drawback I experience from SalesForce is the time to time down time it causes, but that was just minimal and not often so no harm really made.

Overall: SalesForce is a great tool that will help small to big companies in driving revenue, and helping each company drive results and performance to each client in their business development, recruiting and lead generation efforts in just a short span of time.

Ideal CRM for efficient operations

Jul 29, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Perhaps my favorite aspect of Salesforce is the ability to use email within the software. This integration is key for interaction with both my servicemen and clients. I also really enjoy how many features Salesforce offers. The software is competitively priced and is packed with feautures that I'm still continuing to use. Salesforce is also great in that I use it as a cloud-based software. This helps eliminate the need for extra storage on my system. Overall, Salesforce has a nice layout as well.

Cons: Although Salesforce is an incredible piece of software and many features, it can seem as though there are too many features at times. Personally, it is difficult to continue to learn these new features and make sure I'm up-to-date with everything. I know there is definitely more functionality within Salesforce than what I'm currently using, but it can be quite daunting to try and learn the full abilities of the system. I wish that there was a some better training provided for using the software, as I've seen with some other software I've used.

Overall: Email integration, access to leads and customer information, sales functions, data on clients, ability to review sales data, generation of leads, customization, organization

Capterra-loader

SalesForce is the best company database or CRM that lives on browsers!

Aug 30, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: SalesForce is the best company tool that I have used so far, because you don't need to install it anymore. All you need to do is to put the url of SalesForce, and log in your credentials then presto you are now ready to work. With this, it helps you save time especially when you need to transfer computer stations or you are using your home laptop in working from home.

SalesForce is also the best applicant tracking system so far that we have used in our company because it is easy to use, and no need for long trainings to teach you on how to use SalesForce platform because it is very self-explanatory and easy!

Cons: What I least like about SalesForce is their incompetent customer service or technical support. They can't resolve downtimes, system errors, and queries via email or phone call in a snap. It takes more than 24 hours to create a resolution for a complicated problem.

Overall: If you are planning to create a database of candidates or any system or tool that you need to use in your office, try SalesForce and you will never go wrong!

Salesforce Service Cloud as Help Desk

Mar 02, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Customer Support
4 / 5
Value for Money

Comments: Salesforce Service Cloud across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Salesforce Service Cloud. With that information at hand you should be equipped to make an informed buying decision that you won't regret.

Pros: Salesforce Service Cloud clearly changes the way you address customer issues and provide resolutions. Listed are just some of the good things that make Salesforce Service Cloud a good choice: Offers users with a single platform which they could use to deliver immediate and reliable customer service. Allows companies to engage their customers and deal with their issues on a multitude of platforms (knowledgebase, service centers, social media, etc.) Mobile connectivity lets users access Salesforce Service cloud from almost anywhere at anytime of the day. Personalized service gives your customers a topnotch experience that is not offered by other customer service platforms and solutions. Predictive support helps the system resolve issues even before they happen. Agent collaboration allows customer service staff to collaborate and discuss problems and escalate matters to the experts to close cases faster. Service Cloud Communities redefine

Cons: The Service Cloud, like other Salesforce.com solutions, can be relatively expensive compared to other Software-as-a-Service CRM products available on the market. Salesforce.com does not offer a Service Level Agreement unless the customer requests one, and SLAs often fall behind the guarantees of other CRM providers. If businesses are seeking a broader solution that covers other back office processes, such as accounting, Salesforce.com products like the Service Cloud lack such features.

Capterra-loader

Salesforce is a great CRM

Jul 25, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I use Salesforce on a daily basis in my Business Development/Sales Ops role. Salesforce integrates with our softphone (RingCentral), which makes logging calls much easier. I have also set up different workflows in the system to make daily tasks more efficient. There are endless apps and integrations you can use with Salesforce.

Cons: I don't have many negative things to say about Salesforce. I think it is pretty user friendly. There could be some better documentation on how to do specific things in the system. Also, Salesforce is only as good as the data you enter into it. This is not a flaw of Salesforce, but rather any data management system. I highly recommend making a constitution and training your team to abide by rules of entry and management.

Salesforce for all

Jan 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: I have worked with Salesforce for a number of years, both from a support side as well as an admin side. It is very nice out of the box and very easy to customize where needed. The automation features were always great. I have watched them evolve into some truly amazing features and become easier to use for the masses. I have recommended several companies purchase the platform, including but not limited to the company I currently work for. Each time they make the investment and see all that it can do for them, not just in sales and marketing areas, but also in HR, Project Management and so on, they are amazed and thrilled with their decision. The app exchange just adds the cherry on top of this magnificent sundae.

Pros: I like the flexibility it offers in customizations and configurations. The appexchange also is a huge plus. You can find just about any addon you may need, and often times can even find a suitable solution for free.

Cons: The two biggest drawbacks I have noticed are the following: The inability to use custom fiscal years in the new forecasting. The inability to keep the side panel open when choosing a new contact in the lightning version of Salesforce for Outlook.

Recommendations to other buyers: My best advice to companies interested in purchasing Salesforce is to work closely with their internal teams to identify and shore up your in-house processes before diving in. Put the effort into cleaning up current data and planning the transition with a good qualified consultant. Adoption is driven from the top down. The company heads and managers need to embrace the platform, get educated on it and use it so they can drive the adoption of their employees and answer questions as they come up.

Well worth the money!

Nov 17, 2016
5/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: I started using Salesforce when I first started my insurance business about 3 years ago. While shopping around for CRM's, I came upon it and selected the Manager version, which was the cheapest at the time. This is WAY lower than the other insurance CRM's on the market. So far it's working for my office and I would recommend it to anyone needing a CRM (just Salesforce Manager version)

Pros: Accessibility: both on desktop and mobile app, very reliable User management: easy to add user Tech Support: very friendly and professional (too technical sometimes)

Cons: Set up: features are hard to set up. I had to Tech Support a couple of times for help. Reliabilitly: This is just one example. My producer changed one field for one client and it changed that same field all the clients. Don't know why. Has yet to call tech support to fix it. Task management: monitoring tasks assigned to users requires running a report. If I assign recurring tasks to my user the report will return the recurring tasks in the future which isn't very useful. It'd be great if there's a quick popup where I can see the reminders/incomplete tasks of my user. Tech Support: respond time too long

Recommendations to other buyers: Conversion: My husband was able transferred his client info from Outlook to Salesforce. Took a little effort since the fields are different, but it worked. Product: Salesforce is not marketing this version in their product line any more, probably because they don't make much money on this. You need to call them to make this order.

Salesforce continues to improve Service Cloud

Dec 09, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Very easy to implement with a focus on team collaboration and giving a 360 degree view of the customer. Improvements are continually a priority and with the new Salesforce Einstein, using Artificial Intelligence this product will some be a game changer for businesses

Cons: Can be a little pricy but you get what you pay for, and the customisation is limitless

Overall: Great Cloud product with a focus on team collaboration and managing your businesses services on one screen. They have recently updated the UI interface and modernised it, making it more easy to implement with support on all devices. Case management and CTI Integration is easy and great, allied with newer products to the market like Lightning Field Service, this product will only get better

Capterra-loader

Multiple deployments of Service Cloud and all successful

Sep 05, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: This is the easiest case tracking solution I've worked with over the years and on a second deployment at a different business and meeting 110% of our requirements. We are handling more processes in Service Cloud than we originally planned. The interface works. The ability to define our business processes and very easy deployment.

Cons: We have been patient waiting for Service Cloud Lightning to be 100%. Getting very close now. We still need better email integration and more control of email management.

Overall: We have gone from a 30 day history of generic cases to a 360 view across all functions for all time on every customer. We now manage our data instead of it managing us.

Capterra-loader

Manage your leads, opportunities and sales pipeline all in one console - Salesforce!

May 04, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: We use this every day, it houses all our leads, accounts, prospects, deals and account-related history. As a sales organization we not only rely on Salesforce for tracking our numbers we also use it to communicate with other departments for customer issues and concerns. It's the one sole platform where our clients' data lives.

Cons: It has the tendency to be buggy when it is integrated with other apps. We've customized it to create quotes for us and sometimes it would not show the right margin amount on the quote.

Overall: Keep an eye on your deals, prospects and accounts with Salesforce.

Capterra-loader

Sync our Marketing activities to it. Also push data for Sales team on sales readiness.

Jul 30, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Very robust, you can create many objects that sync to your Marketing automation platform. I've also heard of people using it to manage inventory. Very easy to view campaign members and activities they've done. Also the activities sync over to our marketing automation tool as well as object information like an opportunity.

Cons: Same old UI. Importing leads can be troublesome with creating duplicates. Using an import tool is must.

Overall: I can send sales ready leads to the sales team in a great way. We can also reroute leads who don't qualify. It has the best syncs with Marketo.

Service Cloud is next level service for your team!

Mar 27, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Fantastic extras on top of a great platform. You can enact SLA's for cases based on accounts, set rules for escalations and paths for intervention with case management. Service Cloud also has a fantastic console that allows for easy customization to enhance user experience.

Cons: Service Cloud components are a little tricky to build at first. And a lot of the cool configuration stuff does require a bit of super admin skills. But once you have this up and running it's fantastic.

The best CRM

Aug 29, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Salesforce is an absolute monster of a CRM. There is a huge amount of tools and data that can be tracked and reported. Once you learn how to use it, it gets much easier but there is a ton of data you can sift through depending on how your company wants to use it.

Cons: Very confusing at first. I've been using it daily for over 4 years and I'm still learning new things constantly.

Overall: Great and positive experience with this product. A big investment but will give you tools to make you successful.

Capterra-loader

Good software but be carefull

Aug 09, 2018
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: It is a very good software because it has many functionalities for those experts in marketing, sales, operations and advanced client management. I love the way you can see your potentials, probabilities and so on.

It allows you to have a clear and definitive idea of the state of your business as well as your sales in general as well as your work team.

Cons: The problem with this type of software is that it is VERY expensive for what we receive, besides that its interface I understand that it is very old and complicated for a company with so much technology at your fingertips, when buying your products you must buy them separately and according to your needs but I think they should make it easier for the public

Overall: I have had a good experience using the software but It took me a long time to adapt

Salesforce the ticketing system

Apr 13, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I love how easy it is to track what is going on with incidents as a user. I am able to share case numbers with my colleagues and they are able to view events with me.

Cons: I wish there was a decent mobile interface. Each time I try and access on a mobile device it is very hard to navigate.

Overall: The benefits I get from using salesforce are exceptional. I am able to check on my days off what I need to look into when I get to work. I can see if a client has replied to my inquiry or if they are still getting more information for me.

The go-to CRM

Aug 02, 2018
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: From an end-user perspective, it's nice to have complete records of people, companies and deals all in one place. Lots of reporting and analytics capabilities as well. From an administrative perspective, there really isn't much you can't do with the platform.

Cons: Page layouts can sometimes get cumbersome with all the info displayed. As an admin, there are definitely times where you feel like some aspect of configuration should be much simpler than it really is.

The best platform for standardizing your processes and putting your business on a path to success

Sep 19, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Salesforce is by far the market leader in this category due to the rich feature support, strong reporting tools, and flexible customization. There really is no comparison against them for fitting your business with a solution that needs to meet custom requirements. Let's be honest, no business is the same and so you are never going to find an out of the box solution that solves all of your problems. Standard Salesforce doesn't meet your needs? No problem, they have so many plugins adapted for exactly these things. Or you could just go ahead and customize it yourself.

Cons: Of course with all the customization comes quite the learning curve, you might need to hire consultants/contractors, and possibly spend quite a bit for the final implementation.

Capterra-loader

Great marketing service for any team

May 02, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
1 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: It's enjoyable that you can run almost any type of campaign from salesforce. It's a powerful tool that can be customized for almost any campaign or company.

Cons: Customer service. It's really bad. We tried calling for an urgent issue we were experiencing. There were dead-end routes that would just hang up on you. It was impossible to find someone to help or actually had the ability to resolve your issue.

Overall: We have been able to run a lot of successful campaigns because of this service.

Great software to use for tracking sales operations including lead tracking, sales notes n forcastes

Jul 29, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I like the ability to use the software via the web from any computer. Also, the ability to integrate with many other softwares including click to dial and others.

Cons: The cost would probably be the only thing that I would consider to be a downfall of this software as I believe it can get kind of spendy.

Overall: This job makes my life easier to track notes and things going on with leads and accounts within the organization. Without the software it would be very difficult to do my job on a day to day basis.

Powerful CRM and Marketing Automation Tools

Mar 30, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I've worked with several CRM softwares, but nothing comes close to Salesforce - and nothing beats it in scalability. We use CRM + Pardot marketing automation tool. We've been able to build a marketing automation program to help reach and retain our customers

Cons: I don't have any cons, but I would say that beginners might find the salesforce ecosystem overwhelming. It does take experience and training to implement - but that's with every platform

We as an IT company were able to assess the advantages of the system

Feb 19, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: This CRM is a good example of how a quality service should be built. Working in the system, we get real pleasure, as everything works here quickly, clearly and without failures.

Cons: Of the shortcomings, I can only name the cost of an annual subscription to the service. Having worked with the system for more than one year, we have been thinking about reducing the costs of servicing the business and considering options for other cheaper CRMs.

SalesForce - the PowerHouse of CRM

Aug 15, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: SalesForce has unimaginable potential to manage accounts and once you develop an understanding of the relationships between items, it really is a very powerful tool. It also integrates well.

Cons: SalesForce is complicated to learn and also seems tedious to maneuver. For example, when searching for a contact you have to click to open a pop-out window, then search, then click the magnifying glass, then apply the popup. Why not auto-fill immediately?

Smartly-designed CRM software

Nov 11, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Comments: Generally speaking, I didn't have much first-face experience with the SalesForce coming from the fact that I have only helped few organizations of implementing Salesforce in their daily tasks. Coming from that I can say that I know the cons and pros of this system.

Starting from the Pros, I'd first say that advantages of this system is far more superior and larger in quantity that its disadvantages. Starting from the designed, Salesforce has professionally arranged user-friend design, which is also expressed in its easy customization. Salesforce does not require you to have some advanced skills of programmer to adapt it to your business organization needs. Moreover, the big advantage of its systems is the accessibility through the mobile devices. Furthermore, what I love is its new (relatively) feature of multi-tab designs that makes it possible to work with few applications together. And finally, if you seek any kind of support from Salesforce guys you can find them anywhere. It's been a huge advantage during my initial adaptation to the system.

As for the cons, the biggest concern I have heard from my organizations has been the relatively high prices in comparison with other CRM platforms. Otherwise, I did not face any difficulties nor I have heard them from organizations in terms of Salesforce use.

All in all, if an organization can afford the prices, I doubt that there will be any dissatisfaction with using Salesforce.

Salesforce essential for big companies

Sep 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Comments: This is the prime CRM tool and most famous one out there. We are sent to the convention in San francisco every fall, and it is always a great experience. It is a premium software for big companies, and it has become the industry standard.

Pros: 1. excellent CRM tools 2. Great analytics 3. Business growth metrics 4. Specific statistics 5. Company profile snapshots

Cons: 1. Expensive 2. hard to get help sometimes 3. More options. 4. Some company employers don't believe in it

Best CRM on the Market

Aug 06, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Salesforce is one of the most customizable CRM's for any business. Our sales team rely's on it daily for every part of our sales cycle.

Cons: It is very expensive and sometimes can be slow with hundreds of people accessing the same account or page, but Salesforce is by far the most in-depth CRM on the market.

Overall: You get what you pay for. While expensive, its worth it to operationally execute well for growing sales teams.

A good application, but there were difficulties in customizing

Aug 11, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: To work with the data of our customers, we use several databases. One of the options for storing and processing information is the use of SalesForce. If you correctly configure this system, it greatly facilitates the work. For example, I use it to organize online mailings, generate reports, check the work of employees. The program interface is convenient, the functionality is extensive.

Cons: Service support at this service is too slow, and when it is possible to get a response from them, it is not always clear and understandable.

Capterra-loader

So many functions...so little time

Feb 13, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: This CRM suite is excellent if you are a small, or midsize organization that are primarily sales and support.

This a app has sales management & tracking, that help us manage customer accounts, track sales leads, monitor our marketing campaigns and provide post-sale service and support.

One of the best features is Salesforce Outlook where you can sync your contacts, calendars, emails and tasks . Salesforce helps you manage all your contacts, tasks, events and, track sales deals. You can actually harvest leads as well. The add-on capabilities are quite good this is one of the best on-demand CRM) suite I've ever used.

provide service post sale.

Cons: Navigating SalesForce's capabilities took a little time to get used to-at first I needed help learning where to go for information

Overall: If you've used other CRMs, you will like this. I had used others that were very cumbersome. Once I learned my way around the software, it became a breeze

Salesforce Review

Sep 06, 2018
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: I like that it offers a central location to perform a lot of the functions of my job.

Cons: Sometimes it can be a bit confusing to navigate when I'm using functions other than ones that I use on a daily basis.

Overall: This is actually the second job where I have had to use Salesforce. With my current job I see that there has been an immense increase in the functions of the system. It's actually easier less confusing now that it was before.

I love SFDC service cloud and it keeps getting better!

Oct 24, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: The software is extensible and can be configured to do so many things.

Cons: Notifications on updates are weak and we have to configure our system to notify us within the product to reduce email.

Overall: Service cloud has been our main CRM for a couple of years and we do have to do a lot of customization but it is definitely an awesome product. I recommend it. We are an enterprise software company and use it for our customer facing interface as well.

Recommendations to other buyers: Go for it. It is pretty great.

It's the standard for a reason - it does some approximation of everything.

May 04, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Reporting is excellent and every salesperson can use pretty easily. Support and configuration are easier because of the wealth of knowledge available in the SF community.

Cons: One SF is your core CRM solution some of the more innovative companies in the Sales SaaS space are off limits - if you care about efficiency and integration. There's a sacrifice, but it's usually worth it.

SalesForce - a powerful multifunctional service for organizing a serious business

Aug 10, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: SalesForce is a powerful multi-profile software that can bring business to a new level. For example, in our company, this system is used in many areas, from maintaining a database of employees and customers, creating accounting reports, registering the work of employees and ending with the development of marketing strategies related to enterprise development.

Cons: SalesForce has two drawbacks. Firstly, it is a rather expensive system. Secondly, it is very difficult to configure it yourself (and we have not one programmer and a system administrator in our staff). So, to us in some days of excruciatings it was necessary to address for the help to the certificated expert.

I used this software while working for Schumacher Homes and it was wonderful.

Jun 07, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I liked the being able to notate customers information and documentation of events that occurred. It helps tremendously when a customer calls in about events that occurred and helps other employees to know what's going in with a customer.

Cons: I did not like having to go through the different processes and different area's within the software to perform different actions.

Overall: The benefits I got from this software is being able to keep the customers information in order and up to date. I also was able to refer back to events and information for important issues with my patients.

Used this product for over 2 years now and love it

Sep 14, 2016
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: The service is great. Any time there's an issue, the salesforce team is quick and easy to reach. They can remote access in to help out with issues too if you can't rectify your problem over the phone. In addition, the software has so many resources. You can manage individuals' profiles easily and load tons of information into them so everything is in one easily accessible location.

Cons: There is a lot going on in the software so it takes a while to get familiarized with everything and develop your own style of keeping records.

Recommendations to other buyers: It's a little on the pricier side but if you have a lot of information and want a great efficient way to manage it and reduce physical unorganized files laying around, then this is an amazing tool. The time you save by utilizing this software will ultimately help you develop your business at a quicker rate.

Capterra-loader

Good Sales CRM but doesn't have enough account management features

Aug 02, 2018
4/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: Helps to organise sales process.

Great place to keep all the information on your Customers (as any CRM should do).

Cons: Not enough account management features.

Too many fields in the initial reporting which makes it hard to pinpoint the most important records.

Lack of clear pipeline

Overall: Helps to organise sales processes at our company and is a great base for initial reporting.

Very expensive, and I can't get my data out at the end

Feb 28, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
Likely
Extremely
Likely

Pros: The software is easy to use, it is cloud based so no software to install, i can share my data with other people in my office, but can't see if they ever access it or what they do with it.

Cons: Very expensive, Have to pay for a year in advance, so if I chose to leave i lose the money, and if something else is better you can't get out. And very hard to get your data out if you chose to go to another product. They want you forever

Overall: Not a lot of long term benefit. We left the software and had to pay hundreds of dollars to get our data back that we had put in. Also someone in our office had their term end before he got the data and they made him pay for a full year in order to access it to get the data out. They won't let you pay for a month or retrieve your data once your contract expires.

Capterra-loader

So much out-of-the box and very customizable

Oct 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: There are so many useful features out-of-the-box. Omni-channel routing, knowledgebase, live web chat, console experience, etc. On top of that, it can be customized easily with the platform.

Overall: Saves time by using inbuilt features. Allows custom business process via customization.

You'd be hardpressed to find a more fully featured service offering that also offers the benefits of the Salesforce platform.

Best Customer Relationship Management Software

Feb 15, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: The best thing is it helps to manage all cases so easily for each business process.Moreover most of functionality can be done without writing any code just we need to point and click

Cons: The cons i feel is there is limit imposed on everything.But in cloud environment limit has to be imposed.Also there is very less scope of customization in standard components

Sales force has always been the best in my book

Jul 10, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The software is incredibly flexible. This can meet the needs of any company with a good developer behind it

Cons: The price point is a bit high. This can really limit smaller companies from using this software. This software also would require a developer to run properly or a support package being bought.

Overall: We use this for tickets, customer relations, and asset management.

Overall a generally great tool for a ticketing system.

Jun 07, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: The software allows for customization for an internal solution. It allows for easy escalation and customizable drop-downs. It can be integrated with other products as well.

Cons: The system encounters errors when attempting to close parent cases holding over a hundred child tickets, which causes for great headache when trying to close such a parent case.

Manage Salesforce platform for approx. 11,000 users.

Jul 02, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Has a lot of flexibility to customize to fit business needs. A lot of integrations with Salesforce so it's easy to use other software with Salesforce.

Cons: It can be very expensive to implement and get all the shiny bells and whistles. Although it can be very flexible it's very pricy to set up all the integrations and customize to suit your needs

Overall: CRM

Salesforce Lightning

Sep 12, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: -easy to keep all notes in one place and keep track of accounts

-have been using it for years so familiar with it at this point

Cons: -new lightning update is not as easy to use as it could be

-feel like the interface is a bit clunkier, post- lightning update

-error alerts are sometimes pretty generic, hard to see why I cannot save a record

Salesforce provides excellent customer management tool.

Sep 08, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: The Salesforce has all the features that a business will probably ever need. It has marketing features , such as marketing campaigns and sales team collaboration. Aside from the normal features that deal with customer relations management and retention, you also get a lot of features that are marketing and sales driven, like lead management and business analytic.

Cons: Pricing is on the higher side. There should be a different model for organizations with more user base.

Overall: Automating business processes

SFDC is great in terms of creating prospect reports and tracking down communication activities

Jun 07, 2018
5/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Reports, types of filters, integration with Box and Yesware - helps me track where my salescycles and prospecting status.

Cons: I'd love to see more integration capabilities (Outreach.io) with other prospecting and communication tools, and sometime report creation on campaign, leads and contacts can be a bit complicated. Duplication removals can be a bit too manual to manage, wish this could be automated.

Overall: Prospecting and sales cycle statuses, communication with internal departments and building prospecting workflows.

Best ticketing system loaded with the information I need.

May 25, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: I really like that our company was able to integrate this with our internal processes and knowledge base in a way that was not intrusive to our work flow. It's also has a really well built search engine that allows me to find everything from accounts to similar issues to what is being reported.

Cons: Some of the rules when first implemented did not go as well as planned and took some tweaking. Also we have found that some of our automations will cause browser crashes if not managed properly.

Robust program but can be complicated

Sep 13, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: The good and bad of Salesforce is a two-edged sword. It is highly customizable and very robust, but that can also make it challenging to use. I do like the automated notifications you can set up

Cons: It can be complex to use and the UI isn't super appealing. The reporting is really bad - both the UI and the functionality

Truly liked what Sales Force has provided in Field Service Cloud

Feb 16, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: It helps me in product management, based of the service person and there territory. Also process flow for the service person assignment and pretty simple and helpful.

Cons: There is no such feature which is missing out here. I simply loved it, they do providing reporting feature where you can customize your reports and dashboards.

Useful tool to view and log customer interactions for a large sales team.

May 10, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: I like being able to see who spoke with a customer prior to my interaction with that customer. It helps to have background information when helping a customer through an issue.

Cons: It did not integrate well with our other program we used at the time (sx). As a result we had to double document things and it got confusing.

Changing our Sales Process Experience

Mar 19, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: I like that it has so many features and many customizable options to fit our service. Easy search and organization tools allow us to look through thousands of customers quickly.

Cons: Overwhelming at first, but they offer a lot of support and training to really master the software. Have had for over 2 years.

SalesForce is a great tool and lots of people use it.

Jun 07, 2018
4/5
Overall
1 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: I love the data tracking and the integration with many other software products. I also like the ability to add custom fields and report on those fields.

Cons: The UI is just horrible, the new lightning is even worse and the ability to easily manage and or make reports is only for the advanced user.

Not so much

Aug 21, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
Likely
Extremely
Likely

Pros: Once I got past the bulk of the program and learn the ends and outs of it,it got easier to navigate. As the service desk lead we had a lot of tweak and suggestions but they were mostly unresponded to

Cons: Enter the ticket went well if there was a category that was set up in the system

Overall: If our business fit into the templates that were already set up then it would have worked perfectly, I think since it was used by our sales people then they tried to make it work for the service desk also

All the bells and whistles. They're just rusty.

Jul 13, 2018
2/5
Overall
2 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
1 / 5
Value for Money

Pros: - Fully featured, for the most part if you want to do it you can do it. You'll need to code it though

Cons: - A very complex solution that can fail quite quickly from over engineering on the solution implementation side.

- The high cost of SF is not from just the licences (which are quite high for what you need to run a true sales organisation) It's also the cost to hire and maintain dedicated resources to manage this CRM

- Integration is costly and not as straight forward as some other CRMs

- Although Lightning is bright and shiny the migration path is hard if using plugins and customisations that do not support lightning

- Quite slow in Australia

Lots of good functionality. Easy to pick up. Widely used so easy to get employees have experience .

Sep 16, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Lots of good functionality. Easy to pick up. Widely used so easy to get employees have experience using it. Often adding new functionality

Cons: We find it expensive and they should lower the price on the bottom packed. We overlook the pricing we have been with them a while and would rather not change.

Expensive but Well-Respected

Feb 06, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: Very powerful tool, and very robust program. The amount of detail it can track is amazing! Quick to access the info that you want.

Cons: The biggest issue is this is going to be a large investment for your company!!! Make sure that your IT or support staff is up to speed before tackling the setup.

Easy to customize

Aug 28, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: It is cloud base platform where you can build your things easily. Also it's really easy to integrate with another software.

Cons: There is some limitations on pull up the data.

Overall: I'm using salesforce since 2009 and it's really easy to learn. Every release available in trailhead so you can learn from there.

We have been users for more than 5 years.

Sep 06, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: As we unlock more powerful features the customer service technicians have been awesome at contacting us in a timely manner and resolving our issues.

Cons: The learning curve is a bit higher than some of our new users have anticipated . We may be "bending the box" a bit on our usage.

Great for Performance Tracking

Sep 09, 2018
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: My last 2 companies have used salesforce. It is a great tool for tracking prospects and keeping your sales people accountable and motivated.

Cons: Some of the functions were difficult to use. The interface could be more intuitive. Some of the add-ons are expensive

Used to track clients and interactions with clients.

Aug 01, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: The automatic email feature that logs emails between yourself and your clients is the nicest thing about SalesForce as it neatly keeps track of all your interactions. It's also super helpful to see what other members of your team have been working on with those clients as well. SalesForce is also super helpful if you want to have a good history about a client in case someone leaves the company.

Cons: There is a definite learning curve and if you don't know where to go to find things or how to move in the system it can be a little challenging and daunting.

Review

Aug 20, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I am specificall using Demandware as their eComm platform , and like the way they give you flexibility to add custom logic.

Cons: Getting anything added to their roadmap to provide a better customer experinece -- they do not do that fast enough for the customers.

In general, the product is good

Feb 24, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: SalesForce is an excellent CRM that allows the team to work together, monitor project implementation, monitor cash costs and revenues. Joint access to projects, storage of information in the cloud and the ability to work with mobile devices - it's cool!

Cons: Sometimes (especially when there are urgent questions) with tech support is difficult to contact, the interface for the application is also not very convenient.

Service cloud on crack

Jan 10, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Service cloud like you have never seen. Amazing features and fantasric hud for service teams. Everything in one view that is actually everything!

Cons: A big change when first setting up for teams used to using salesoforce outside of the service cloud console.

Good crm product

Aug 06, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: What i like most about this software is that it can be edited to suit a particular group or companys needs-it is customizabmle

Cons: What i like least about this program are the reports- they are useful but i dont know how to automate them out of the system

We use SalesForce as a marketing tool

Mar 06, 2018
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: In our activity, all the information that relates to the client (his personal data, place of work, etc.) is important, we collect, process and store it in SalesForce. Service is convenient because access to your information can be obtained from almost anywhere in the world, the data is stored in the cloud, which means that you do not have to worry about regular backups.

Cons: At first, it was difficult for us to understand some of the functions and we had to regularly contact technical support, where we always received reliable and detailed recommendations.

Only users can evaluate all features

Feb 17, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: It is convenient that the system has detailed settings. For example, you can add detailed information about each record, share data with colleagues and partners, and prepare analytical work reports.

Cons: During the time of use, I did not find any drawbacks. Yes, as many write, the service is really complicated in development, but when you figure it out, you can fully enjoy the well-thought-out functionality.

As Sales Manager I use Salesforce on a daily basis, I easely check and organise the work of my team

Jun 21, 2018
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: WHat I like the most is that you can do personal reports with no limits, creating graphs and exporting it for external use

Cons: I think there are too many things "locked" and many things could be avoided to make every page more easy to read

Powerful software that takes a lot of customization

Jul 05, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Ability to customize reports and source info that is needed to find the best leads and organize my day

Cons: complicated functionality and hard to first learn without some hands on training for new reps which slows down their productivity

Using salesforce at work - creating cases, and running reports

Nov 28, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: User interface is easy to navigate, when creating cases. When creating the setup, I like being able to customize my view.

Cons: we experience slowness often, but could be network related. Creating reports can be a little cumbersome

Game Changer!

Sep 12, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Very versatile and easy to customize. Integrates easily into your workflow. Somewhat open source so you can add customization and 3rd party plugins.

Cons: Needs some set up, but once it's up and running easy to use.

Great product for visibility into my pipeline and business activity

Oct 11, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Value for Money

Pros: Some of the pros are that this software is very Easy to customize reports, easy to export data. Which is important.

Cons: A big con of this program is that The charts that are standard are not great. I wish they were better thanks

I love this product

Oct 04, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Ease of use

Cons: Inability to sync lightning features to our antiquated Community. :) That more our fault than theirs.

Overall: I am a SF Community Admin and we just started using SF Communities. We already use SF for our internal sales team, services, financial team and support department, but we are very new to the client facing aspect of Salesforce. So far I am very pleased. The clients are excited about the knowledge we are able to present to them, the portal - case and portal - chat features, the chatter Q&A and the ability to post product ideas. As an admin, I am impressed with all the training tools and the ability to learn on the go.

I recommend this product to everyone I know.

Recommendations to other buyers: Maybe post more educational material regarding upgrading Community. We have the old school visualforce build out - blank template Community. Now that we want to upgrade and use lightning features, we are having a hard time. Without rebuilding our entire new Community - I am not sure what to do.

Making reports with sales force

May 16, 2017
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Great software great support . Creating templets searching for clients and adding new opportunities

Cons: Needs support to finish or make reports, more training and make sales force user friendly. More interactive training needed

Wonderful Experience

Jun 14, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Salesforce is incredibly easy to use and intuitive. Salesforce is used on a daily basis and is rock solid.

Cons: There are very few, if any, cons to note about Salesforce. I have not had any negative experiences.

My experience is on the Admin side as I develop it for my company

May 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: It's extremely easy to use and user friendly. Customization are endless and it integrates seamlessly with all of our other 3rd party and in-house systems.

Cons: It can be a bit pricey, but it's worth it if you get the right people on it. There are little quirks here in there where you ask "why on earth would the not allow this?", but you can easily find a work around.

Kind of expensive for what it is, hard to implement some modules

May 16, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money

Pros: Great CRM, good visibility to company opportunities / pipeline, works well if there is buy-in from employees

Cons: Expensive, min. Licenses, support not as good sometimes, too dependent on videos for help to solve certain issues

Service Cloud Experience

Oct 06, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Ease of use

Case Management Framework

Customization

Flows

Chatter

Cons: Cost

Overall: Used SF Service cloud for over 2 years now and overall experience has been great. It allows easy case management solutions and streamlines the agent experience. It also allows us to reduce the AHT

Easy reporting, tracking, and integration

Aug 09, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: We use salesforce in multiple parts of the sale/renewal/implementation process. It's been excellent to use a product that has such full integration with pretty much every other tool we need to use.

Cons: You absolutely need Salesforce analysts to fix bugs, maintain the system, and help manage the tool. This is not an easy tool to keep running for an org, but it's worth it.

Improvement Over Previous CRM Tool

Jan 18, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I like that the tool allows for a great deal of customization depending on internal needs. It also integrates well with the sales cloud, allowing sales reps to have a good handle on customer inquiries.

Great functionality after learning curve

Jul 10, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: Salesforce can really do anything you might want to do in terms of storing, manipulating, and retrieving customer data. Creating records, running queries, etc. are all a breeze after you've learned the platform.

Cons: Have a plan for how the software is going to be used before setting up the system. Most of the issues that I had with the platform emerged from our organization deviating from the original plan to suit emerging needs, which can cause some issues in terms of how records are either stored or pulled.

Great issue tracking

Nov 01, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: lots of features, great search, easy to use, fast, issue tracking, personalized queues, email notifications

Cons: some tasks can be cumbersome, with what seems to be an overly long number of clicks and different steps

Used as a CRM for student retention efforts

Apr 19, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
Likely
Extremely
Likely

Pros: The ability to create new triggers and action items is easy. There needs to be a far better workflow management around it for managers to approve things, but if everyone is autonomous in the organization without accountability, this would be fine.

Cons: The software overall is quite difficult to implement and to organize. It's a really difficult experience for new users - only power users seem to enjoy the system and find it easy.

Overall: This tool has been really hard to work with and configure, but it's the only game in town so it's hard to change away.

User friendly software for all departments

Apr 24, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I enjoy the chatter feature. It keeps our teams connected when we are all over the country! We've improved our communication and collaboration vastly over the last several months.

Cons: Building reports can be challenging since I am not an expert at that but when they are created they're very useful!

Overall: Communication, data, efficiency.

Salesforce Service Cloud

Oct 25, 2016
3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
Likely
Extremely
Likely

Pros: Ability to integrate Live Chat onto your website. The Live Agent Supervisor panel is great to monitor chats and agents that are online, etc.

Cons: Omni channel does not work as expected.

Overall: The idea behind having service cloud is great, but the functionality is very limited. Live Chat works well but once you enable Omni channel, things start to go down hill from there. If cases or leads are assigned to a queue when no one is logged in, they no longer get distributed when a rep is online. I would have to go through and update the records again to trigger the Omni channel functionality.

Salesforce Rocks

Oct 07, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: easy to use, navigate

self explanatory tabs

Overall: Salesforce makes our lives easier especially with the new lightning release to help with use on mobile phones. everything can be found in one place and just only using one system.

Salesforce Knowledge

Oct 07, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Works really well for our employee support organization. We can utilize multiple channels and languages.

Cons: Like to see some updates to knowledge and email to case.

Overall: I would like to see the ability to easily and cleanly export our knowledge articles so they can be reviewed by our content owners. today, we have to use an awful spreadsheet or pay for community licenses.

Sales Force is robust and helpful

Jan 10, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: I like all the views and search ability you have. Very stable and works most of the time. Works well with any other apps and programs.

Cons: You really need a salesforce admin to customize the system and keep things updates in order for the system to work properly.

Overall: organizes all my sales leads and accounts

Salesforce Review

Sep 06, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I like that it is easy to use and has all my information in one spot

Cons: Seems a little clunky and hard to make reports sometimes

A decent application for business

Mar 09, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: In our company (although it is small), very important is the operational communication between office and remote workers, quick answers to customers. All this helps to establish SalesForce. Another advantage of software is the ability to use it both on working computers and on mobile devices.

Cons: Even the minimum tariff plan for SalesForce can be an unbearable financial burden for small businesses that are forced to save every dollar.

Really good - taken a lot of time and investment to transfer in data but worth it

Jul 14, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Stable and very powerful.

Good to have discounts for charities & non-profits.

Really helped us consildate our customer databases, communications and also track projects

Cons: Seemingly no easy way of creating online forms to capture data from customers.

Very US centric - Zipcodes rather than Postcodes

Integration with outlook - can't stop every customers birthday coming up as a calendar reminder on my mobile devices.

Overall: More efficient and secure way of working

Salesforce for Sales and Service

Oct 06, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: platform

Cons: price

Overall: Graite. Very powerfull platform if you need to support dynamic business. Used to support Sales process for P&C insurance product as an Agency

Recommendations to other buyers: work with ISP tp do it right

Capterra-loader

Awesome product for Automotive sales

Mar 13, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: Very easy to use clients will always be taken care of as far as questions answered and setting appointments with sales

Good For Tracking Concerns

Mar 18, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: We use the service cloud to track customer concerns and help answer questions more efficiently. It helps keep concerns straight between employees.

Cons: There are little glitches, and as this is a cloud system, we can lose responses and information if our internet has problems.

Updating customer accounts.

Jun 21, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: I like the ability to add a limitless number of notes about our customers. This allows really detailed circumstances to be recorded . This is very helpful for any legalities that arise from customer questions and disputes.

Cons: Sometimes the salesforce account with my employer experiences some glitches. These glitches are not often, but severe enough that all functionality and productivity stops due to these occurrences.

Salesforce Lightning Essentials

Aug 01, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: - Good price for functionalities included; perfect for small companies; - Installation is a breeze; - Training material is very exhaustive and complete.

Cons: - Migrating to more elaborate versions will cost a lot of money; - Purchase process was a real pain: salesperson not knowledgeable at all and offer most expensive version upfront; - Configuration is a bit tricky, especially is no experience beforehand

I expected more, the behind the scene reporting was cumbersome. Loading leads into the system was a lengthy process

Sep 15, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Great tools for call record keeping (calls and all communications) Lead assignment between agents Customer profile creation

Cons: Difficult behind the scenes (leads loading) Working with excel and adding the leads to Sales Force was very particular and difficult

Service Cloud Review

Aug 27, 2018
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Salesforce Service Cloud gives us a lot of opportunities to automate tasks. The system provides a very good reporting module.

Cons: Salesforce Service Cloud is a very good system but for me it is extremely difficult to use and difficult to implement.

Great, New Product that will help your company!

Dec 12, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Super fast, easy and efficient software. SalesForce does it again and there's a reason they are the leader in the market.

Cons: Can't event come up with many cons of this software, maybe the one thing would be additional APIs can be created.

Salesforce has been a good resource for me and my team in tracking our successful sales contracts an

Jul 20, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: The best part about Salesforce is data.com and the ability to find contact information for sales prospects

Cons: As far as utilizing Salesforce as a CRM for current and future prospects there isn't a great outreach reminder program

Different look, same Salesforce

Dec 16, 2016
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
Likely
Extremely
Likely

Pros: Easy to setup, fast way to manage cases, email-to-case & omnichannel.

Cons: ServiceCloud seems to just be a skin (a different way of viewing cases) I find myself switching back to Salesforce Classic often to make admin changes or view objects/apps that are not yet supported.

Overall: We recently implemented ServiceCloud for our organization mainly for handling support cases and implementations. ServiceCloud does come with some added features, however, it is essentially a skin for Salesforce I have. To be honest, it does get confusing and sometimes annoying having to switch from Salesforce Classic to the Service Console. It would be nice if there was a setting to make everything open within the Service Console view.

Overall it seems like a half-finished product. There are some objects/features that are not optimized for the Service Console or lightning view yet. We have tweaked it enough to meet our needs and I am excited to see where it goes.

Recommendations to other buyers: You most likely do not need consultants to implement ServiceCloud if you already have a Salesforce org. It is really simple to setup.. mostly configuration that can be done by an admin.

This product can do anything you can imagine, but it can be very expensive to do exactly that.

Apr 12, 2018
4/5
Overall
2 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Slaesforce has been instrumental in connecting all of our teams and our various workflows into one system that helps automate the whole process.

Cons: any real integrations will take an expensive developer to get it all working correctly. The apis are fairly easy to use, but anything out of the built in functionality is a bit tricky.

Overall: This product can do anything you can imagine, but it can be very expensive to do exactly that.