Item: Salesforce CMS
Rating: 7
Author: Verified User

Overall Satisfaction with Salesforce CMS

Use Cases and Deployment Scope

We use Salesforce as a customer management tool. Recording incidents, service requests, onboarding, offboarding, and document management.

Pros and Cons

Pros

Organization
Multiple client support
Metric management

Cons

Layout looks old
Repetitive fields
Search function in documentation

Return on Investment

Being agile for many different uses is a plus.
It's nice to be able to manage multiple clients and only use one team of developers.
User training can be a pain.

While Salesforce has more function, ServiceNow is a lot easier to use from the get go. Salesforce has a lot more capability, especially when it comes to metric management, ticket management, and contact management. Given the choice between the two, I'd really have to know what my client needed most. If they just needed case logging, SNOW is perfect. But, if they really want granular management, Salesforce wins all day.

Other Software Used

Freshservice, ServiceNow Customer Service Management, Clearview

Likelihood to Recommend

Salesforce CMS is awesome if you need to support anything from one to a hundred different clients. I have used it for several years supporting several different types of industry. The real nice thing is that it can be molded to fit almost anything. The only issue is maintaining a good solid team of admins.

Salesforce CMS Feature Ratings

Comments

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Salesforce CMS will take care of any client need