Salesforce Sales Cloud Reviews

“Trusted standard with room to grow”

Pros

Our team has had a really positive experience with it and there's a lot of confidence that comes from using something considered the industry standard. Having such a satisfied user base says a lot about the product. At the same time, it feels like we've only tapped into a small portion of what it can actually do. There's still plenty of functionality left for us to explore and we'll likely expand into more features down the road.

Cons

Looking at it from the IT side, there are development and customization options in the system but putting them into practice isn't very easy. A more aligned development environment would make it much easier for us to handle changes internally. With some of the enhancements we've built, the return on investment hasn't been as strong as we expected, mainly because of how much upfront development time was required.

“Organized workflow and auto dialer”

Pros

Everything is laid out in a really user-friendly and organized way which helps me stay on track throughout the day. It even calls out for me and that's a really helpful feature. Having the script right there to read from is something I really appreciate too. If I need to send someone a hard copy or email with information, it only takes a single click. The features overall are great and easy to use and the automatic dialer is especially useful.

Cons

Using the MTM dialer for cell phone calls is honestly frustrating because I have to manually type in the numbers myself. That ends up taking a lot of extra time especially since the other dialer places the call instantly. Another thing that bothers me is when I'm entering someone's information to send an email or hard copy mail, I have to completely exit what I'm doing if I forgot something and then I lose everything I already entered. Since the window can't be minimized or moved around, that part is really inconvenient.

“All-in-one document storage”

Pros

Having everything in one place is a big plus. It's generally easy to use and it lets you store a large amount of information, including documents that can also be created directly within the system.

Cons

The downside is the automatic traces it creates since they can't be turned off. I'm also limited to generating only volume contracts, BEOs and agreements.

“Integrations all around”

Pros

One of my favorite things about SFDC is how well it connects with so many other tools in my tech stack.

Cons

Interface can feel a bit awkward at times even though new version has helped improve it somewhat.

“Flexible features and customization”

Pros

There's no shortage of functionality here and the feature set covers a lot. It offers more customization than most businesses will probably ever need which gives you plenty of flexibility in how you set it up and use it across your organization.

Cons

A lot really depends on the person you bring in to configure it for your business. I've worked at one company where I absolutely hated using it but that was mostly because the admin didn't have much experience and set it up in a way that wasn't user-friendly for what we needed. At the company I'm with now, the admin really knows the system well and the usability has been night and day better.

“Sales tracking experience”

Pros

Getting this deployed was easy and the tracking works really well. The interactive interface opens up a lot of possibilities for running the sales process efficiently while still keeping the customer experience convenient.

Cons

Standardization of fields and records could be improved to support stronger data governance practices.

“great CRM pipeline setup”

Pros

Right out of the box, there's a lot here to help you build your own sales pipeline without needing much extra work. Since everything revolves around the CRM, it really matters to configure it properly and make it part of the daily routine for sales, marketing, pre-sales and the rest of the team. We route all marketing leads into Sales Cloud and turn them into opportunities based on probability which keeps the process organized. Tracking sales team activity is also valuable because it helps make sure leads and opportunities aren't just sitting untouched. We also rely on the reporting for sales forecasting and for showing progress to the board. Overall, you can get up and running without much custom coding or heavy integration.

Cons

One ongoing issue is the split between the classic and new version interfaces. About half of our team still works in Classic so training and documentation become harder when everyone isn't standardized on the same UI and people stick to personal preference. New version can also feel slow at times which gets frustrating. On top of that, the more advanced integrations with support, marketing and finance systems take fairly technical expertise. If you don't have an in-house developer, this is usually the point where you end up spending extra money on a consulting firm.

“Valuable client records hub”

Pros

Having everything organized in one place really helps especially being able to view client contact details alongside their documents. It's a very resourceful platform that can bring real value to just about any business, no matter the industry.

Cons

At first glance, the layout feels a bit intimidating. Because the platform includes so many features, it takes some time and effort to learn how everything works. Once you get comfortable with it though, it comes across as a very capable tool.

“Top-tier CRM with deep detail”

Pros

This CRM felt incredibly strong. The level of detail and information it provides is something I still haven't seen in other CRMs. Even where it falls a bit short, it makes up for that with great compatibility with other software. For example, if the email automation tool isn't customizable enough for what you need, you can connect it with another app that handles that better and send campaigns from there instead. Overall, it's a top-tier product.

Cons

Email automation side could be better especially for more complex follow-up sequences and it can be a little tricky to work with. That said since it syncs well with other apps, it's not a major problem.

“Plenty of add-ons and quick setup”

Pros

There's a strong development community behind it which means plenty of add-ons are available. It's also very user-friendly so you can jump in and start using it right away without needing any training.

Cons

They still need to sort out the old versus the new version experience. The new version has a better interface overall but Classic lets you do more. A lot of the features still have to be custom-built into the new version.

“Flexible lead and client management”

Pros

Our team relies on it for handling leads, contacts, the sales process and overall client management. Being able to customize it to fit exactly what you need and the way you want to work is a big plus and really helpful.

Cons

One downside is that something that feels like it should be very simple does not always seem possible unless you download additional tools.

“Costly add-ons and poor integration”

Pros

At first, the product sounded very promising because the sales presentation was convincing and made it seem like it would fit well with what we already had. After buying it and getting everything set up, we realized it would not fully integrate with our existing systems unless we paid extra for additional add-ons.

Cons

The biggest disappointment was that it could not properly interface with the software we already had in place.

“Centralized records that scale”

Pros

Everything important is kept in one central place and the layout makes it simple for anyone to find what they need even people with different levels of comfort using technology. It also handles a large amount of data so you can keep adding information whether your school or business is small or very large.

Cons

Only downside is the cost especially for small businesses and non-profits. Getting everything set up can also be pretty complex but once that part is done, it becomes easy to use and ends up being worth the effort.

“CRM with flexible integrations”

Pros

Compared with most CRMs, this one feels extremely powerful and powerful and I honestly don't know of another tool that matches it as well across the board. It's user-friendly for sales teams while implementation and admin really depend on the specific setup and how complex the instance is. It can stay fairly easy or become very detailed which makes the flexibility a big plus. On top of that, most sales platforms integrate with it directly so bringing in marketing tools or other sales software to the tech stack usually isn't hard.

Cons

At the same time, it's frustrating that a lot of basic functionality is still missing. Some ideas for very standard features were submitted more than 8 years ago and still haven't been completed. Support is also inconsistent, sometimes they're very helpful and other times not really. I also don't always agree with the direction of new releases since it can be frustrating to watch needed improvements get overlooked while other priorities get attention.

“Painful UX and legacy feel”

Pros

It's definitely a powerful platform but the user experience is awful and trying to understand how anything works is incredibly frustrating. Unless you're a Fortune 500 company with millions of dollars to pour into customizations, pricey consultants and a whole team dedicated to managing it, I'd strongly recommend staying away from it.

Cons

The user experience is extremely poor and the platform often feels slow even for basic tasks. I noticed that Gmail add-on is disappointing and most customizations require hiring external consultants which adds high extra costs. On top of that, the pricing is very high and the software feels more like a legacy system than a modern SaaS solution.

“transformed our workflow”

Pros

Compared with the CRM we used before, Sales Cloud has completely changed the way we run our business and manage our constituents. Our previous system felt both awkward and lacking while Sales Cloud has been a total game changer. Its biggest advantage by far is how much you can customize and configure it to match exactly what you need for your specific use case and that's easily the part I appreciate most about the software.

Cons

One thing I do wish is that the AppExchange had a much broader range of solutions, more like what you see with Apple or Android. At times, it can be difficult to track down the right out-of-the-box app or provider which ends up pushing you toward custom development or third-party integrations instead.

“Automation and dashboard tools”

Pros

Automation has fit into our business fairly well and has cut down a lot of the admin work. The "clone" feature is incredibly useful and the dashboard makes it quick to pull up what you need which is especially handy when you're on the go.

Cons

At the same time, adapting it to our existing workflow has been challenging, not because of usability but more around reporting and looking at historical trends. We moved over from Excel and my team is having a hard time pulling the same information since we used to have much more flexibility there.

“complex tool”

Pros

Honestly, nothing positive comes to mind. It's overcomplicated and I've actually walked away from three, almost four jobs because dealing with this made the work feel completely not worth it.

Cons

There's just way too much extra nonsense happening all the time and on top of that, it runs extrememly slow.

“Reporting and customization”

Pros

Used the right way, this really becomes the source of truth. Even though not everyone across the organization has access, it still supports a broader level of information sharing that's incredibly important for a growing business. The customization options are a big plus and being able to run reports, build dashboards and spot risks without much hassle is something I really value.

Cons

Some of the logic can be hard to follow and there are still certain functions I'm not fully sure how to use so that's worth keeping in mind. There are also three standard features I'd really like to see. First, contracts should be able to follow the full term of an opportunity. If it's a 3-year contract, it usually gets tied only to the first-year opportunity instead of carrying through each year. Second, email integration tools should connect to opportunities or accounts rather than individual people because with high contact turnover, those communications get lost when someone leaves. Third, it would be helpful to have templates for common business rules within dashboards, like a renewal report for existing customers so teams can adjust them to fit their setup instead of building everything from scratch.

“Great when fully configured”

Pros

This tool is an incredibly capable platform but it really only shines when you put real time into configuring it properly. It can feel amazing once it's tailored to your team and a complete mess if you expect it to work as a plug-and-play solution. The people who struggle with SFS are usually the ones assuming they can purchase it and start using it right away. That's just not how it works. You have to customize it extensively around your processes and needs. If you approach it seriously, map out your team's workflows and goals clearly and dedicate the time to setting everything up, it can be a very satisfying solution. It doesn't necessarily take years but it absolutely requires focused effort.

Cons

It's definitely expensive. The social media features inside the application feel pretty limited and the out-of-the-box experience is overwhelming enough that it's not really usable without a lot of setup.