What do you like best about Salesforce Sales Cloud?
Genuinely, nothing of substance.
Any perceived strengths are theoretical. The platform is marketed as “powerful” and “customizable,” but in reality that just means it is overly complex, difficult to implement, and completely dependent on outside consultants to function at even a basic level.
In our experience, it failed across core areas that should never be in question:
Sales and scheduling workflows were unreliable. Booking flows would break mid-process, fail after successful payment, or require manual intervention just to complete a basic transaction.
Payment processing was inconsistent, including scenarios where users could trigger duplicate charges or encounter unexplained errors during checkout.
Intake and automation workflows did not function as expected, requiring constant monitoring and manual fixes to ensure patients actually received what they needed.
Reporting and visibility were not trustworthy without heavy customization, which again required additional time and external support.
Integrations were one of the biggest failures. We were sold a seamless, end-to-end solution, specifically around Salesforce and Amazon Connect, that ultimately never worked. After nearly two years of effort across multiple teams and vendors, we were told the integration was not actually achievable. That is not a minor issue, that is a complete breakdown of what was sold.
Even after pivoting to a different telephony provider, we continued to experience issues with call routing, visibility, and basic functionality, reinforcing that integrations within this ecosystem are fragile and unreliable.
Support and onboarding were equally disappointing. There was no true ownership. Salesforce, their partners, and third-party vendors constantly pointed fingers at each other, leaving us to manage and coordinate everything ourselves. Issues that directly impacted daily operations were treated with little urgency, and communication was inconsistent at best.
To make matters worse, we paid for nearly a full year of licenses and services that we could not properly use during implementation. At no point were we clearly guided toward a ramp-up structure or advised on how to align costs with actual usage. That only came up later, after the fact, when the money was already spent.
The system is also not usable out of the box. Everything requires configuration, customization, or rebuilding, which introduces additional cost, delays, and risk. Even after significant investment, the result still felt unstable.
The biggest issue is that none of this is made clear upfront. You buy into the promise of a seamless, integrated platform, but what you actually get is a fragmented system that requires constant effort just to maintain baseline functionality.
At no point did it feel like a finished, reliable product. It felt like a constant project that never truly worked the way it was supposed to. Review collected by and hosted on G2.com.
What do you dislike about Salesforce Sales Cloud?
Almost everything about the actual experience of using and implementing it.
The biggest issue is that the product does not work as sold. We were pitched a seamless, fully integrated system, especially around telephony and core workflows, and that simply never materialized. The Amazon Connect integration we were guided into pursuing was ultimately not even achievable, despite nearly two years of effort and significant cost.
Beyond that, the platform is extremely over-engineered for what most businesses actually need. Nothing works out of the box. Every workflow, report, or automation requires customization, and that introduces constant risk, delays, and dependency on third-party consultants. You are never truly “done” implementing, you are just continuously fixing and rebuilding.
Core functionality was unreliable:
Scheduling and booking flows breaking mid-process
Payment issues, including duplicate charges and failed transactions
Intake and automation flows not triggering properly
Reporting that could not be trusted without heavy rework
Integrations were a major pain point. Whether it was Amazon Connect or later Vonage, nothing worked cleanly. We dealt with call routing issues, missing agent data, poor visibility into calls, and constant bugs that directly impacted day-to-day operations.
Support and onboarding were also major failures. There was no clear ownership. Salesforce, their partners, and third-party vendors consistently pointed fingers at each other, leaving us to manage everything. For a small business, this is completely unsustainable. You effectively become the project manager, QA team, and support layer for a system you are paying a premium for.
One of the more frustrating parts was the lack of transparency around pricing and ramp-up. We paid for nearly a year of licenses and services that we couldn’t fully use during implementation, and no one proactively guided us toward a phased or ramped approach. That only came up after the fact.
Overall, it feels like a system built for massive enterprises with dedicated internal teams and unlimited budgets. For small to mid-sized businesses, it is overly complex, costly, and operationally draining.
Instead of making your business more efficient, it adds layers of friction, cost, and ongoing maintenance that never really go away. Review collected by and hosted on G2.com.
