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Good Solution, Deep Functionality
October 16, 2017

Good Solution, Deep Functionality

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Salesforce Communities

We use Salesforce Communities to manage our customer support hub, as well as our internal knowledge base. Because the product can do a range of different things, it's a great "homepage" for all things support. We've built out several different pages and ways to find customer support using the tool and some of the ad ons.

From a business standpoint, it has helped us make our support model more scalable. Customers can still contact a rep directly, but the community acts as a first touch since we've packed it with training videos, articles, and our customer community (where customers can interact with one another).
  • The CMS is pretty easy to use. They offer editable sections that are pretty plug-and-play with content.
  • It's fairly flexible. We've used it as a shell for some other custom pages that we can link to using the community.
  • It's simple to manage. Once you've actually built the community, managing it is easy. You don't have to be a developer to make it work.
  • Some of the editable sections are clunky. For instance, the rich text editor can be a bit of a pain. If you're just using it for text then it's fine, however, making custom banners or playing with the HTML is not great.
  • Organization behind the scenes can get ugly. Terminology used can be confusing and counter intuitive. We've struggled when adding articles based on the organizational structure.
  • It's connection to our case-tracking details in Salesforce don't feel complete. It's not easy for our customers to log a case and see everything that's open. I'd expect this to be better since it's a direct integration with Salesforce.
  • It's allowed us to make our service model scalable.
  • It's helped us easily share resources with our clients.
  • It's allowed us to find areas of need so that we can better support our clients.
I didn't actually develop the community, so maybe if I played a hand in the back end, I'd have a higher rating. Overall, it's a good tool that has really helped us address a specific need. It's just difficult to use. If you're able to get a developer to build it all exactly how you want, then I'm sure it's great, we just didn't have that luxury.