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Review for Salesforce Lightning
November 29, 2018

Review for Salesforce Lightning

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Lightning

Overall Satisfaction with Salesforce Lightning

We use Salesforce for our resources and referral program. We run a contact center to provide health information and resources for the state. People can contact us through phone, text and live chat. Our agents provide them the resources and refer them to appropriate programs. SF provides the CRM solution for this program.
  • Very helpful to have the lightning layout to create quick data intake while agents are on the phone.
  • Nice drag and drop features.
  • Mobile friendly.
  • Lightning pop-up form's size is fixed and is not flexible enough.
  • When you update the report that links to a chart, the chart doesn't automatically update accordingly.
  • Not all apps work in Lightning - for example, Salesforce's own LiveMessage only works in classic.
  • It cuts down staff time jumping between different tools. Communication and data records are all in one place.
  • Doesn't require additional on-site security for data because all data is cloud-based.
  • Very easy to build reports to track staff performance live.
It works very nicely for call center chatting. Call and data intake flow seems to follow a very mature workflow, which SF solidly has. We recently added LiveMessage (a product from Salesforce to allow texting). Agents can log into Salesforce Lightning with LiveMessage, but in order to send and receive messages, agents have to switch to Classic. It's not an ideal workflow at all, considering LiveMessage is a Salesforce product as well.