Salesforce: Avoid @ All Costs
April 24, 2020

Salesforce: Avoid @ All Costs

Kurt Johansen | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User
Review Source

Software Version

Enterprise

Overall Satisfaction with Salesforce Service Cloud

Currently being used organization wide. It addresses a uniformed CRM to be used across our Sales and Service departments as well as Warehouse and Administration. It solves a lot of cross-department functionality concerns with multiple programs per department running. This brings everything under 1 roof.
  • Customization for business-based needs.
  • Self-Help/Learning portals are a huge resource.
  • Sell based on possibilities. The promise of POTENTIAL greatness.
  • They do not disclose the extreme costs to a business.
  • 'Out of the Box' functionality is never showcased by SF or any vendor.
  • Very poor support.
  • Negative ROI for the first 4 years of Salesforce Use.
  • On-boarding and implementation caused a direct loss of business customers.
Service Titan has a better support, pricing structure and implementation process compared to Salesforce.
The level of negative feedback I have for Salesforce and all of its components is palpable. My contempt is unending.
Garbage. The support staff is fluent in English but illiterate in CONVERSATIONAL English. Nuance and understanding is the first step in helping someone. The turn around time is 24-48 hours. They do not adhere to your business hours and availability when you state them and it generally takes many days to fix an issue, if they can even do it. Most of the time, you are forced to rely on your 3rd party SF partner, who tend to charge an egregious amount for 'help.'

Do you think Salesforce Service Cloud delivers good value for the price?

No

Are you happy with Salesforce Service Cloud's feature set?

No

Did Salesforce Service Cloud live up to sales and marketing promises?

No

Did implementation of Salesforce Service Cloud go as expected?

No

Would you buy Salesforce Service Cloud again?

No

If 0 was an option, it would be selected. The exponential cost to get Salesforce instance, in ANY capacity or product, to function as you as a customer were showcased, expected or desired is always hidden from you until after you sign a contract. 3rd Party partners are your reliance for all work and are not accountable for the work they do or DON'T do, contract or otherwise. SF does not hold its contracted partners accountable for their failings.

Salesforce Service Cloud Feature Ratings

Organize and prioritize service tickets
1
Expert directory
1
Subscription-based notifications
1
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
1
Ticket response
1
External knowledge base
9
Internal knowledge base
5
Customer portal
1
IVR
Not Rated
Social integration
Not Rated
Email support
1
Help Desk CRM integration
1