Sales and Service Cloud make a powerful combination to deliver value across teams
December 22, 2021

Sales and Service Cloud make a powerful combination to deliver value across teams

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

Enterprise

Modules Used

  • SalesCloud
  • Chatter
  • Service Cloud

Overall Satisfaction with Salesforce.com

We use Sales Cloud to manage the opportunity pipeline, show performance to revenue plan and collaboration between Sales & Marketing personnel. We also use Service Cloud for Customer Solutions to manage cases and collaborate across clouds with Sales & Marketing.
  • Easily configurable to adjust to business / user needs.
  • Collaboration across clouds / applications.
  • User empowerment to create their own custom reports and views.
  • Data visibility.
  • Mobility
  • Would like easier integration of Einstein data in Salesforce Dashboards so we do not have to navigate to the Analytics Studio.
  • Quicker adoption of custom objects into new offerings like the Pipeline Navigator.
  • Continued expansion of Salesforce Surveys for more features and flexibility.
  • It has allowed us to give our sales professionals integrated visibility in a single platform their sales performance, our service performance to our customers, and the customer feedback at an account level.
  • The mobile support makes our sales team more effective and helps us capture data more consistently.
  • It has improved our case resolution time for Customer Solutions and provided a much easier-to-use experience for our agents.
Every time we reach out to our support team for help, they are responsive and courteous. We are usually able to resolve issues or questions in a very short time frame. Our success manager and sales manager make us feel like our success is paramount to them and it feels like a partnership.

Do you think Salesforce.com delivers good value for the price?

Yes

Are you happy with Salesforce.com's feature set?

Yes

Did Salesforce.com live up to sales and marketing promises?

Yes

Did implementation of Salesforce.com go as expected?

Yes

Would you buy Salesforce.com again?

Yes

The interface is very easy to understand, and based on end-user and admin feedback this is felt across teams and roles. We have received positive feedback on the interface, which is very flexible and can be configured to your needs. The mobile applications are well-liked by our users and are full-featured.
I think Salesforce is best in class for its core operating features, like Sales & Service clouds. They are also very strong across almost every [offer] so while you may find a slightly better solution for a specific issue, they are really strong when you look at the platform and the robustness of solutions across a variety of business challenges. As the market leader, they also have excellent third-party application support and support integration with a variety of modern and legacy applications an enterprise is likely to have. The user experience is top-notch with robust mobile support and our admins like the ease of configuration that can be completed without developer support.

Salesforce Feature Ratings

Customer data management / contact management
9
Workflow management
10
Territory management
Not Rated
Opportunity management
9
Integration with email client (e.g., Outlook or Gmail)
9
Contract management
Not Rated
Quote & order management
Not Rated
Interaction tracking
Not Rated
Channel / partner relationship management
Not Rated
Lead management
Not Rated
Email marketing
Not Rated
Task management
Not Rated
Reporting
9
Forecasting
Not Rated
Pipeline visualization
9
Customizable reports
10
Custom fields
10
Custom objects
10
Scripting environment
9
API for custom integration
9
Role-based user permissions
9
Single sign-on capability
10
Not Rated
Social data
Not Rated
Social engagement
Not Rated
Marketing automation
Not Rated
Compensation management
Not Rated
Mobile access
10