Akamai CDN vs. Amazon CloudFront vs. Salesforce Agentforce Service

Akamai is a well-established brand name with a great product. It meets and many time exceeds the needs for global content delivery and security management layer at the edge. Fine grain security tuning seems cumbersome as the definition of the app keeps changing. It also requires an investment of time for the setup which doesn't necessarily make sense for smaller scale scenarios. Some products offered by AWS, Azure or the Google Cloud can be more tightly integrated with cloud provider offerings thus easier to configure.

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Amazon CloudFront is the perfect solution for any type of company. If a company is small or medium size, CloudFront offers 1 TB monthly free bandwidth which is more than for any small and medium size companies. If we compare the speed of CloudFront with other CDN, CloudFront is way ahead of their competitors and with 1 TB free bandwidth. If someone is ready to invest time in CloudFront documentation then he/she definitely go for it.

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I think Service Cloud is best suited for medium to large operations that require both proactive and reactive service. It’s a great fit for post-sales support. However, I wouldn’t recommend it for very small companies because it can be quite costly, and many of the features may go unused. Salesforce also performs best when you have a capable team managing it, so it’s important to consider your organization’s size and readiness before starting. Once you do, I recommend exploring other parts of the Salesforce ecosystem—Service Cloud works even better when integrated with Sales Cloud, since it allows better visibility across teams.

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• Content offloading - once rules are set up within Akamai you don't need to even think about how many images or large JavaScript or CSS files (for example) are being served from your own estate, Akamai takes care of it all via rules that are quick, easy and flexible.
• Page caching - for pages that don't change very often Akamai allows you to set up rules, quickly and easily, to serve up your page content for you, which takes even more load away from your origin servers.
• Quick rollback - the Akamai system allows easy testing of rules and changes via a staging system, and also offers a quick rollback option, which is perfect for the rare occasions when something has been set up incorrectly.

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• if a website’s static data are based in New York City, people in Boston will get the content faster than people in San Francisco or Tokyo. The farther away customers are from a company’s data center, the slower the website or application loads. This problem can be fixed with a content delivery network like Amazon CloudFront
• When a visitor requests a file from your website, Amazon CloudFront automatically sends the request to a copy of the file at the nearest edge location. This results in faster download times.
• You may have great hosting but it doesn’t have the capacity or scalability offered by Google, Microsoft or Yahoo. The better CDNs like Amazon CloudFront offer higher availability, lower network latency and lower packet loss.
• Amazon CloudFront provides 24/7 email and phone support
• Amazon CloudFront Free Tier allows you to free up to 50 GB of data transfer and 2,000,000 HTTP and HTTPS requests / month for one year.

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• Email to case is an interesting piece of it. The threading is very strong, sometimes too strong, but it does very well at handling the incoming emails.
• The omnichannel routing, using skill-based routing is really effective.
• Pathing. So making the workflow and helping the team understand what it is that they're trying to do, what they have to accomplish, those step-by-step pieces. That's really helpful.

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• The interface in their control centre could be a bit more user-friendly with some of the settings in places that you wouldn't expect them to be. The search offsets this problem to an extent but it's still sometimes slower than you'd like to find what you are looking for.

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• Kinda of costlier when compared to rivals providing the same service
• The setup of Distribution is kinda little complicated, need good exposure before setting up the service
• Sometimes we can go with S3 Delivery service rather than Cloudfront if the website is providing static content and its way cheaper

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• We had a principle initially to try and use Omni as much as we can from the user experience perspective, but have found that fairly restrictive. It was very difficult to actually get the right customer experience and customer engagement going. So we're actually on a journey at the moment to replace all of our Omni with Lightning web components that gives us that flexibility. That's probably one area where we've had some challenges in terms of how we've used the product out of the box.

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Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.

Easy way to integrate a CDN within the AWS infrastructure. It allows further customization based on company needs.

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I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.

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Working on an application that caters to customer needs requires a platform that acts as a mediator between the actual person and the client. This mediator handles the customer and resolves many of their doubts, helps them map through the entire process, and automates the processes. Such a platform is Salesforce Service Cloud. For queries that cannot be serviced by the platform, it creates a separate ServiceNow ticket for us, and it is assigned.

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The Salesforce Service Cloud generally has very good performance, however the overall new Lightning user experience can bring that down. For example, if you have too many tabs open, then it can take a while for the Lightning UI to load. This UI is probably not well equipped to handle loading of all of that information at once, but Users tend to leave their tabs open all day long. It can also be fickle depending on which browser you use, what extensions you have installed, and whether you've cleared your cache. This can be the downfall with any software as a service though, not just Salesforce

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Their support documents are excellent and provide a lot of useful information for all their services. The only reason I didn't give them a 10 is that the time it takes for them to respond to an issue could be slightly faster.

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CloudFront is a good CDN solution. It can be a bit complicated to implement depending on your needs, but AWS tech support is great. You get to avoid a ton of upfront costs by going with CloudFront. It works best in conjunction with other AWS services in your infrastructure. Once you set it up, you won't need to do much to maintain it. It just works.

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Salesforce offers support, although it generally gets routed to overseas support teams first, and once they are unable to help, it gets escalated up the chain to higher tiers. Frequently, the answer back from support is that there is no native solution, and we either have to turn to the AppExchange for some solution provided by another developer, or custom build our own solution.

Our in-person training was provided by our implementation partner and it was quite good. This was in part because we were already working with them and so it naturally leant itself to a good training relationship. And because they were building our customizations and configuring things, they could then provide training on those things naturally.

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Trailheads are great but it was often unclear what actually applied to our organization. This made it difficult to get a whole lot out of it. Part of it is that because the basic Salesforce features didn't quite work for us, we had to add customizations, which then nullified a lot of the training.

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I would go through an implementation very differently knowing what I know now. It was difficult coming from systems we liked in post-sales service and having to adapt to the clunky and underwhelming feature set in Salesforce. I would trim back our expectations

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We've used -- and considered -- a whole number of CDN offerings. The good news is that almost all of the CDN products on the market are terrific, and will pay for themselves via increased customer satisfaction and lower monthly hosting bills. For some cases, we're still more likely to suggest CloudFlare (which has a free tier) or an integrated offering from a cloud provider, like Cloudfront.

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Amazon has always been creative and leading, and I have been using its services for years. They are very reassuring and have fast and responsive support--you can call them from any time zone to respond quickly. High security on servers, open hands on changes, and increasing and decreasing server resources and features.

We selected this product because we already had some competencies in Salesforce. We own a Salesforce partner with expertise in this area, and on top of that, Salesforce purchased it — it was originally called Velocity. When Salesforce decided to acquire it, that finalized the decision for us.

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The product has scaled up with our company growth just fine. No issues here other than slowness in clicking around and running reports

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• Akamai RoI improved over a period of times since it comes with heavy costs, however global deliveries in over 100 counties and global web platforms usage helps improve RoI
• With the complex UI challenges, ROI could be impacted negatively when you have to invest in operations and time.

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• RoI for using CloudFront is immense. You can use it for all your certificate management and static asset management of your websites using CloudFront.
• It is as good or better than any other CDN provider with multi-region support across the world using AWS regions.

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• We have cut our service team in half over the past 5 years due to the efficiency of the tool
• The amount of direct inquiries to our technical team is less than 10% compared to the number support tickets that get entered in the system for them to work in a more organized manner
• Responses are 100% more timely because tickets can be responded to by any individual in the queue or on the team, as opposed to direct emails to just one person

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