Salesforce Sales Cloud Reviews

“Accounting and CRM in one”

Pros

Using this software has been very easy and one of its biggest strengths is how many different ways it can be used. In my case, I mainly use it for accounting since that's how my company handles booking deals. I've also worked with brokers who use it very effectively as a CRM. When they're managing very large databases, this system does a much better job of helping them stay organized and keep track of everything than any other CRM I've come across.

Cons

One thing I'd really like to see improved is the ability to pull accounting reports by broker which would help us track completed invoices much faster directly within the software. It would also be much better if invoice generation were built in, instead of having to create them manually in Excel.

“Pipeline visibility that delivers”

Pros

Across our sales and marketing teams, this has become a core part of how we work. It's our go-to platform for keeping leads and contacts organized and making outreach much more manageable. From a sales perspective, it gives a complete view of the pipeline and makes it easier to stay on top of emails and calls. On the marketing side, the reports and dashboards offer valuable insight into lead quality and help us figure out which companies and industries we should target more proactively.

Cons

Since the move to the new version, the interface hasn't felt as simple as the classic version. The newer layout does put a lot into a single window but when I'm trying to quickly look up details on a lead or contact, it feels less efficient and leaves too much space unused.

“Strong integrations and reporting”

Pros

One of the biggest advantages is how widely adopted it is so it connects with a lot of other sales and marketing tools. Reporting is also pretty easy, as long as your data is being kept organized and updated properly and it gives a clear picture of sales progress over the course of the year.

Cons

On the downside, it is not especially strong in any one area the way some alternative platforms are. Customization can get very expensive, whether that means hiring an outside developer or paying to work directly with the company. If you do have the budget for that level of customization, it can be a great fit. That said, getting a full view of the customer lifecycle is not very simple in this system. For teams focused on inbound marketing and aligning content with the buyer journey, other tools may be a better option.

“Workflows that fit perfectly”

Pros

From the start, the platform proved to be incredibly flexible, letting us build just about any workflow our organization needed. I worked alongside our Admin team to set up our specific business use case and it was quick to learn because the system feels very simple. Anytime we ran into a more complicated workflow, the response was never that it couldn't be done, only that it might take a bit more engineering work behind the scenes. We've now created several queues, roles and escalation paths and everything is functioning exactly the way we wanted.

Cons

One area I'd still love to see improved is the reporting. The interface itself is user-friendly but I often end up wishing there were more visualization choices or one additional layer of detail to present the data exactly how I need it. That said, it still gets the job done and gives us real-time data whenever we need access to it.

“Outstanding support and integrations”

Pros

Round-the-clock support has been amazing and the platform keeps getting feature updates and review reporting that are always available when needed. It also comes with ready-made connections and accelerators for a wide range of tools and databases, plus plenty of quality assurance controls.

Cons

Pricing is still out of reach for many people and for companies of all sizes.

“Customization with steady growth”

Pros

Over the past few years, this software has been impressive in how much it has improved and how flexible it is when it comes to customization. That progress is still continuing and I can see it becoming a must-have tool for many more companies. It also feels very simple for users especially when the customization is done properly and user acceptance testing is handled the right way.

Cons

One thing to keep in mind is that the software can need a significant amount of customization and that part is not simple for a small or mid-sized company. It also needs ongoing improvement, just like any other tool. Whether it is the right fit can really depend on how large and capable the company's IT staff is. Even so, it is still evolving and remains a very powerful piece of software.

“Flexible reports and smart scheduling”

Pros

Getting started with this software feels very easy and it works well with Gmail. It helps keep tasks and reminders organized, the reporting is very comprehensive and there's plenty of room to customize it around your goals and workflow. I also appreciate the smart features you can add into emails, like scheduling meeting times directly.

Cons

A few limitations do come up at times. It doesn't always support certain highly specific reports and our customer service rep can be a bit slow getting back to us. From what we've seen, it also doesn't connect with Outlook and it doesn't auto-populate many of the new customers I enter since it often doesn't recognize those companies.

“Detailed client tracking”

Pros

One thing that really works well here is how much detail the software lets you keep on clients, prospects, leads and more. The layout is simple to move through so it doesn't take much effort to locate people, records or different sections. It works well whether you're already very organized or tend to be a little all over the place.

Cons

This isn't really about the platform itself but the sales and customer service side can be pretty irritating. At a previous company, they called constantly trying to push extra add-ons and other upgrades. Within the software, there are also moments where it gets a little confusing because it feels like the same information can be entered in more than one place.

“Customer tracking made simple”

Pros

Keeping tabs on each prospective client is where this really shines. It lets you see their details, who on the sales team is responsible for them, how many calls have been made, when they were last contacted and it also helps with meeting scheduling and reminders. On top of that, the sales funnel comparisons are very useful and it connects well with other third-party apps.

Cons

Getting everything set up does take some time especially the infrastructure behind it. There's a lot of information and initial work involved before you can really see it performing the way it should. Once that foundation is in place though, it works very well.

“Highly customizable for our workflow”

Pros

One of the best parts is how customizable it is. You can really build a view that fits the way your business works.

Cons

A few parts of the logic feel a bit limiting although that may also come down to how my organization has it set up. Certain fields are required to stay on the page even when they don't apply and never get used. I also can't use the same contact across multiple accounts or opportunities, for example. They're fairly minor issues though.

“CRM for growing teams”

Pros

After using it for the past five years across both classic and new version, I've become a real fan of the platform. It has worked very well for me and I'd definitely consider it one of the best CRM options for both small businesses and large organizations.

Cons

One area that still frustrates me is the Reports and Dashboards. They do have some limitations and with certain filters, when I want to display a visual graph, I'm restricted to showing only 2 or 3 columns.

“All-in-one customer service”

Pros

A few years back, when our company switched over to this platform, I was surprised by how simple it was to get comfortable with. The fact that it's web-based and very user-friendly has been a big plus. We can create reports and dashboards directly inside the system and it also lets us email customers without needing a separate tool. Having everything centralized makes managing customer policies much more convenient and it has definitely helped us deliver better service overall.

Cons

One downside is that page loading can get slow depending on how many users are on the server at the same time. That can be frustrating especially when we're on the phone with customers and need information quickly. We also use the built-in soft phone feature for making and receiving calls through the system and there are times when that runs slowly or times out which forces employees to switch back to their desk phones.

“Flexible dashboards and reporting”

Pros

Compared with the classic version, this software gives us a lot more flexibility when it comes to customizing dashboards. We track a variety of objects and most of them are displayed clearly in one place. It also connects out to our SaaS product with automatic login which saves time when getting into our platform. The dashboards look clean, concise and colorful and the reporting tools are also very powerful.

Cons

The biggest downside for me is the performance on our computers. Compared to the classic drop-downs, the new version feels much more tough and noticeably slower. Waiting for screens to load gets frustrating and even if our MiTel Connect tool is part of the reason, actions still should not take 3 seconds to register when 5 to 7 account tabs are open.

“Custom reporting tools”

Pros

Being able to build custom reports exactly the way I want is a huge plus. This software offers an incredible amount of functionality and there's just so much you can do with it.

Cons

Because it does so much, it can sometimes feel a little overwhelming and hectic at first and it's not always obvious where to begin. That said, a quick YouTube tutorial is usually enough to clear things up.

“All-in-one sales hub”

Pros

Having all my leads, prospects and customer details stored in one central place has been a huge plus. It keeps me organized, accountable and always current which really helps me stay prepared as a salesperson.

Cons

At this point, I still haven't run into anything I dislike about the platform. Even after using it for 3 years, I'm still discovering new features and functionality all the time.

“Flexible CRM with strong control”

Pros

Switching from our previous CRM to this one has been a worthwhile move. It handles the core CRM work well but where it really shines is in how flexible it is. There are plenty of options that let our organization decide how we want to set up governance and enforcement inside the platform. That freedom has helped us get creative when solving challenges while also avoiding the kind of unnecessary process bloat we ran into with other tools. Being able to keep our workflows lean while still staying effective has been a big advantage for us.

Cons

Right out of the box, it was clearly a powerful platform but adoption across the organization definitely came with some challenges. As we started expanding how we used it, there were times when the learning curve became noticeable. If you talk to others in the industry who have been using it for several years, you'll probably hear very positive feedback. Still, during the first couple of years, it has been challenging at times to balance what we need right now with the direction we want the tool to take in the future.

“Admin control and live insights”

Pros

Having all the company's administration under control through the different tools it offers, like Marketing, Sales Cloud and others, is a big advantage. It also lets you create reports and dynamic charts that display the company's progress and results in real time, complete with metrics and forecasts. On top of that, it helps strengthen contact with both clients and potential prospects you want to reach.

Cons

One downside is that it uses its own language which means the code created for the company can't really be reused on other platforms since database access and other functions are handled internally.

“Sales pipeline and reporting”

Pros

Our sales team and management have gotten a lot out of this tool. It lets us enter data based on the admin's setup and supports important tasks like proposal creation, lead tracking, closing opportunities, managing the sales pipeline and handling management reports.

Cons

Since it's shared across multiple companies, the system can slow down at times. The latest issue we've run into is that updating the opportunity stage through the shortcut edit line item throws an "Aaww Snap" error page so we have to refresh, open the full opportunity edit page, make the changes there and then save it.

“Flexible workflows for growth”

Pros

After switching from Desk to Service Cloud, we were able to tailor the platform to match the way our department actually works. Our engineering team was fully capable of handling the changes but whenever we needed extra help or guidance, the response was very fast. It ended up being the right fit for our growing company and it continued to support us as our workflows evolved over time.

Cons

One thing to watch out for is making workflow changes too quickly since they can sometimes lead to unintended outcomes.

“Customization with omnichannel reach”

Pros

One of the biggest advantages is how well it adapts to our business needs. The product is highly customizable and its growing omni-channel presence keeps making it more valuable for us. Service Cloud has been an outstanding product and we're only now starting to really tap into everything it can do. We're also seriously considering implementing the field service product next.

Cons

The text capability is still too limited for what we need. It doesn't fully match our use case yet although we realize the functionality we're looking for is currently still in beta. On top of that, the voice product and AI features feel limited right now.