Likelihood to Recommend [BMC Helix Remedyforce] is probably best suited for an MSP who needs to keep multiple clients separated. If you were an internal IT department I think the additional features it has would be lost. When dealing with an MSP who needs to know what software and what issues have effected specific clients it is very well suited to do that.
Read full review Sales Cloud is very well suited for the daily leads and opportunity pipeline management as well as user management. Sales process automation are very helpful for repetitive tasks. It integrates well with other platforms. It's easy to customize and report on data. Sales Cloud can be pricey so is only open to larger org's that need complex CRM. User adoption is slow to any new users that have no prior experience.
Read full review Pros An admin user is able to quickly create a request definition with all of its components from one screen. We use to have to go to the 7 or 8 different screens to create each piece of the request definition. Ability to update multiple Incidents/Service Requests at once with the update button. This allows essentially an inline edit functionality within Remedyforce. Change management schedule is a great feature as well to be able to see how changes align and what there expected start dates/times are. Read full review Logging notes: SF makes it easy to log notes in the timeline or static notes that live in an easy-to-see spot for longevity. Logging activities: It's easy to post a call, text, email, etc. API data: Once connected, SF is critical to automation, such as website activity, login activity, pages visited, etc., which saves the Customer Success side time in understanding account activity. Custom fields: you can add custom fields to really personalize your experience. We use quite a few and it's brilliant. Read full review Cons The ability to monitor/regulate the volume of tickets when you integrate with your monitoring software. We have so many items that trigger alerts, creating a ticket for each is somewhat overwhelming. Would like to be able to better control when an incident should be created. Being able to report on Service requests and tasks together would be nice. Right now I have to do it separately as they are in different buckets, so to speak. Remedy console is an improvement from where it started but can still be a cleaner interface for a tech to be able to work out of for their day to day work. Read full review I have hard-coded the auto-update of the phone number format and state format from some codes shared by the community, but I do not know where to do it. I cannot reset it either. It is unclear what functionalities each version has. We use the enterprise version, and it seems we can only have one design of the pipeline. But different business segments would have very different sales cycles, and hence, pipeline tracking would be different. It would be nice to have this available in our version. It seems I cannot create a report to pull notes logged at the account levels. Read full review Likelihood to Renew The total amount of time spent from installation to configuration for a minimal ticketing system was 2 hours. Maintenance and customization for the application can be completed with a great amount of ease. In addition having a customer portal is an added benefit that pays for itself
Read full review There are days when I wish we hadn't switched, but I know that if we put in the time, we will get to where we want to be with the software and that it has many more capabilities than anything else we looked at. However, the amount of time and onboarding we need to do is also far greater than we realized/were told when we originally bought the product. They told us we should hire onboarding support, but at the end, after we had already reached our budget maximum for this, so it's been slower than we had hoped.
Read full review Usability Salesforce has been designed on the basis of "Clicks, not code". So anyone willing to learn the Salesforce user interface (which is quite good as far as management software platforms go) is able to become a Salesforce user or even a Salesforce administrator. You don't have to know coding language to work in the Salesforce environment. Also, Salesforce has one of the best software training resources (Trailhead) that I have ever encountered. It is free to all, easy to use, and most importantly it is interactive. No scrolling through endless text in a user manual. There are hands-on modules and related videos interlaced and through it all you earn points and badges to display your level of learning.
Read full review Reliability and Availability Salesforce is always available securely from any internet-capable device anywhere in the world, UNLESS you choose to set security measures so that ONLY trusted IP ranges may access the system at certain times of the day. It's all about choice and flexibility with Salesforce products.
Read full review Performance Salesforce performance in general is excellent. "The cloud infrastructure beneath Force.com has been fine-tuned over the past 10 years. It powers nearly 100,000+ businesses running more than 185,000 applications that 3 million users count on every day." Points per Salesforce - 1) Multitenant kernel - With a multitenant platform, each business that uses the app doesn’t have its own copy. Instead, all businesses share a single copy and then customize it for their specific needs. 2) ISO 27001 certified security - You can’t compromise when it comes to enterprise-level security. Force.com is road-tested and trusted by nearly 100,000+ companies, including many of the world’s most security-conscious organizations, such as banks and health care providers. 3) Proven reliability - All Force.com apps run on world-class data centers with backup, failover, and disaster-recovery facilities. Force.com has had a proven 99.9 percent uptime record for years. 4) Proven, real-time scalability - Force.com is used by many of the world's largest enterprises, including Cisco, Japan Post Network, and Symantec. Applications can automatically scale from a few users to millions of page views, as needed. 5) Real-time query optimizer - You need fast access to your data. The Force.com query optimizer delivers under 300ms response time, at a massive scale. 6) Real-time transparent system status - You can always see real-time system performance, availability, and security information at trust.salesforce.com. 7) Real-time upgrades - Unlike traditional software platforms, our upgrades never break your customizations, code, or integrations. We upgrade the platform for you 3 to 4 times each year. As a result, you’re always on the latest version, with access to the latest features, performance, and security enhancements. 8) Real-time sandbox environments - With a single click, you can create copies of your applications, configuration, and data in separate environments for development, testing, and training. 9) Three global production data centers and disaster recovery - Force.com runs on three geographically dispersed, mirrored data centers with built-in replication, disaster recovery, a redundant network backbone, and no single points of failure
Read full review Support Rating They care about your success.
Read full review The overall support has been good. More and more features are being released quite frequently. Very small features are also making big difference in how the tool can be adapted and used better. If there is anything we need or are stuck, the support team sets up a call and helps in resolving the issue/provides workarounds.
Read full review In-Person Training I attended two training sessions. I would rate them a 4 as an advanced user. It was very basic – great for someone new – would give 8+ for new person. I had 3 years of experience at the time. I skipped basic and went onto advanced and still not helpful. A lot of it was best practices that didn’t feel relevant for our business
Read full review Online Training I have gone through multiple. The content that’s delivered is quite basic – I wish they had more advanced training. We are grandfathered into premium support plus training. We get unlimited access to instructor led and online training for free. We have taken advantage of this
Read full review Implementation Rating Learning industry best practices or gaining insight on them from either BMC or an implementation partner would have saved some headaches we faced after roll-out.
Read full review Just from an organizational standpoint - we standardized our data prior to moving to Salesforce. But we essentially standardized it wrong. That's created a big disgusting mess for us know that I'll have to deal with as the Admin. Be sure you think through use cases prior to doing something like that - seek outside opinions on how the data will work best, especially depending on what else you're going to integrate with Salesforce.
Read full review Alternatives Considered I previously worked with tools like Service Manager which were difficult to configure, administer and maintain. The support options were very limited. Remedyforce has local US support, dedicated reps, and a more developed infrastructure to work from to support an organization. This runs on the Salesforce platform so worrying about server failures and unscheduled outages was no longer going to be an issue for us. Self service, knowledge base, and change control were just a few highly utilized features that helped employees support themselves and automate very manual processes.
Read full review Salesforce Sales cloud is well integrated with a lot of other marketing and sales technology SAAS products that we use within our business, which is a big part of why I enjoy using it. Compared to NetSuite, it is a lot more user friendly, a modern platform that provides better visual understanding of sales pipeline and contains more useful data across the customer journey.
Read full review Contract Terms and Pricing Model Salesforce is the most widely used CRM system. Professionalism tends to increase when things go wrong for market leaders. Salesforce considers us as users because they own the market. Having all of our data in one place and all of our teams working within Salesforce. Anyone who uses Salesforce is impacted by it, even if they don't.
Read full review Scalability I don't think there is a limit to Sales Cloud's scalability; at least, I haven't encountered one or heard of one. My data is not enormous, so perhaps some companies might encounter lags, but nothing from my end. I think I'll be able to use Sales Cloud from now until infinity.
Read full review Professional Services Using Salesforce.com has made my daily routines more efficient and simplified the manual tasks I had to perform independently. I can now access data from any device, online or offline, and provide better guidance to my team about the forecasts provided by the built-in artificial intelligence (AI). A chat with a Salesforce support specialist would be great. The knowledge base has a community forum where Salesforce users can ask questions and learn more about the product.
Read full review Return on Investment Remedyforce has allowed us to eliminate other solutions that provided similar features. By now using one true ITSM we have been able to save money which in higher education is always a concern. The reports and dashboards allow for a birds-eye view of our daily operations and provide managers and executives the information they need to make important cost saving decisions. Read full review All tools we've implemented with Salesforce had a pretty quick positive ROI with the exception of CPQ & Billing. That was a very large project that I would only suggest for businesses with many SKUs that tend to be packaged together. Read full review ScreenShots BMC Helix Remedyforce Screenshots Salesforce Sales Cloud Screenshots