Versatile CMS for Support, Success, Sales, ...
March 05, 2025

Versatile CMS for Support, Success, Sales, ...

Kaley White | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Salesforce CMS

My organization uses Salesforce CMS for all customer communications, including sales, support, and success. We also have some advanced workflows such as customer complaint handling.

Pros

  • Customer support and success ticket management
  • Analytics reports
  • Salesforce CMS ticket management

Cons

  • Breakdown by multi-select fields
  • Made support, success, and sales processes ore efficient
  • Centralized data sources for reporting/analytics
The interface is generally intuitive. Where things are unclear, there is comprehensive help documentation.
I was uninvolved in my organization's CMS selection, but I used Freshdesk at another organization and generally prefer Salesforce CMS due to greater functionality and wider use cases. Unlike Freshdesk, Salesforce CMS is built for processes besides customer support ticketing, and it's nice to have support, success, sales, and other processes all in the same system. Additionally, Salesforce CMS is a lot less buggy than Freshdesk!

Do you think Salesforce Agentforce Sales delivers good value for the price?

Not sure

Are you happy with Salesforce Agentforce Sales's feature set?

Yes

Did Salesforce Agentforce Sales live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Salesforce Agentforce Sales go as expected?

I wasn't involved with the implementation phase

Would you buy Salesforce Agentforce Sales again?

Yes

Google Drive, Matrix Requirements ALM & QMS, Google Chat
Salesforce CMS is great! It's intuitive and easy to use. My organization's dedicated Salesforce CMS admins and developers easily automate and streamline workflows for customer support, success, and sales.

As a data analyst, I love Salesforce CMS's reporting functionality.

Agentforce Sales Feature Ratings

Using Salesforce CMS

85 - We have around 170 employees, probably around half of whom use Salesforce. We use Salesforce for sales, customer support and success, and research collaborations. All customer communications are managed in Salesforce.
3 - Our Salesforce team consists of an admin, a developer, and a project manager, but there are several other employees with administrative rights but for whom Salesforce isn't a primary job duty. Our Salesforce team answers Salesforce requests via Salesforce and Google Chat.
  • Customer support and success workflow
  • Customer support ticketing
  • Analytics and reporting
  • Communications about research collaborations
  • Centralizing multiple data sources for analytics
  • More robust complaint handling
  • Additional analytics reports
  • Auto-sync with additional data sources
Radformation depends on Salesforce for many, many functions across nearly all business units!

Evaluating Salesforce CMS and Competitors

Yes - When my company was acquired, we ported most of our existing Freshdesk setup to Salesforce. My previous company was too small to take full advantage of Salesforce, and Freshdesk decently met our needs. Our acquiring company, though, has a dedicated Salesforce team that wonderfully architects our success, support, sales, and other workflows all in the same comprehensive system—Salesforce. At my previous company, I attempted to use Freshdesk for some customer success functions, but unlike Salesforce, it really only does one thing well—customer support ticketing.
I was not involved with the selection decision. Salesforce was adopted before I joined my organization. However, my organization has a smooth process for pitching workflows to the Salesforce team for implementation.
N/A. I was uninvolved with the evaluation and selection process.

Salesforce CMS Implementation

Salesforce CMS Training

  • Online Training
N/A. I wasn't present for vendor-provided training.

Configuring Salesforce CMS

There's a reason Salesforce provides certifications in its offerings: getting the most out of Salesforce customizations requires dedicated experts.
Rely on dedicated Salesforce employees, such as admins and developers.
Yes - we have customized the interface extensively
Yes - we have added extensive custom code

Salesforce CMS Support

I have never contacted Salesforce vendor support. Radformation's internal Salesforce team is more than capable!
ProsCons
None
None
No. I'm not involved in these kinds of purchase decisions, so I'm not sure of our rationale, but I do know that we have a very capable internal Salesforce support team.
N/A. I've never contacted Salesforce vendor support.

Using Salesforce CMS

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Exporting analytics reports to Excel
  • Searching objects
  • Handling customer support tickets
  • Merging tickets
  • Reporting using multi-select fields

Salesforce CMS Reliability

We've never run into issues no matter how many concurrent users!
We've never experienced any downtime.
Salesforce is generally pretty fast, but some reports can be a little slow.

Integrating Salesforce CMS

Salesforce has an integration with pretty much everything! And if it doesn't, its API is customizable enough to build the integration yourself.
  • Calendly
  • Google Calendar
  • Our company website
As far as I know, integration was seamless.
  • Matrix Requirements
I seriously doubt Salesforce plans to integrate with Matrix Requirements as the latter's market is comparatively very niche.
  • File import/export
Before reinventing the wheel and trying something with the API< check if there's already built-in functionality.

Relationship with Discontinued Products

N/A. I was not involved in the purchase process.
N/A. I haven't communicated with the vendor.
N/A. I've never used Salesforce professional services.
I'm not sure what terms my organization negotiated with Salesforce.
N/A. I did not help purchase Salesforce and am unaware of our contract details.
N/A. I've never worked directly with the vendor.

Upgrading Salesforce CMS

Comments

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