Salesforce.org Nonprofit Cloud

Salesforce for Nonprofits is a 9/10 in my book. The platform does everything that we need it to do to be successful. It's not a 10/10 because there is always room for growth in my opinion. The Lightning style allows for quickly navigating and automation that allows us to complete our tasks in a timely manner.

Salesforce has a lot of options for support, including self-service training to go out and learn on your own. Additionally, there's an excellent community around the product to try and help out. There is a lot Salesforce can do, so having these resources is absolutely necessary when you are trying to even figure out language around your problem. There are also many consulting firms that specialize in Salesforce.

Highly recommended for any organization that has a champion and is willing to take the leap. The only dissatisfied users are those who have a poor implementation (often led by inexperienced volunteers). Also, having capabilities at even a small nonprofit that can be likened to those with Fortune 50s is a pretty great proposition. Salesforce's grant of free licenses to eligible nonprofits makes it affordable in the long run, but ROI ultimately comes down to how much value you strategically get out of it.

Support is good because there is a vast community available for help. It is the largest CRM and market leader so most use cases have been done before. There are also evangelists of the platform that are always looking to help in the community with issues and problems.

Overall, support is very good. The caveat is that you must build a relationship with your account manager, and ask them for help before doing something major. Support is generally quick (w/in 24 hours) with fast response time during a conversation.

I have never had bad conversations with any support people with Salesforce but we also have not used them very much. I put it a little less because we are struggling to switch to lightning (some of our custom features do not migrate well) and it feels like the help and support for a little organization is not incredibly helpful unless we want to spend a lot of money.

I would say the support for Salesforce for Nonprofits is overall pretty great, as they offer many avenues to find the information you need and offer nonprofits the ability to work with Salesforce-trained volunteers or professional for free, which is useful especially during the customization process. I will say that I have often encountered situations where I needed to figure out certain information that I could not find even amongst the vast network of knowledge they provide.

There is a lot of support if you live in a city. It is difficult to get support in rural communities. Also, we got Salesforce long before there was a Salesforce for non-profits and I think that some of the new features of the non-profit version did not migrate to our version and some of the old enterprise features have lingered around even though we tried to do the NPSP migration.

I don't really know how to answer this question because I've never interacted with support for Salesforce for Nonprofits. I would imagine it's probably pretty good based on my interactions with the rest of the product, but I can't say for sure.