Salesforce Customer Success Reviews & Provider Details

The implementation of agentforce as the frontline interface for customer success felt like a interesting choice at first but has quickly turned many of my support requests into immediate resolutions without ever submitting a case. When I do require to talk to a support agent, I get the same great service I'm used to and often get immediate resolution or resolution in short order. These cars get regular check-ins, quick escalations where necessary, and I never feel like I'm not getting what I need from Salesforce to resolve my needs. Review collected by and hosted on G2.com.

I'd eventually love to see how agentforce from the supper portal could be implemented in such a way that it could interact with my org to help resolve base issues directly to further reduce reliance on support agents and expedite resolutions on less complex problems. Review collected by and hosted on G2.com.

I feel that has improve alot with time, recently I had new feature to explore related to “Account Planning” team did a fantastic job to proved a demo, reference material and saved lot of my research time. Review collected by and hosted on G2.com.

I had just one instance for them where I requested a walk me through the industry usecase sccusses story but I felt some push back on that end. I believe company operating at this scale should have those options. It would be easy for others in adopting new think easily. Review collected by and hosted on G2.com.

It is genuinely a good Saas product which works really fast and all the records are maintained under one roof. Review collected by and hosted on G2.com.

The training to use Salesforce software is a bit rigorous but still once learned a company can really benefit from that. Review collected by and hosted on G2.com.

Salesforce has demonstrated to me over the last 18 months to 2 years to not be able to deliver results or desired outcomes based upon advertised product features. Review collected by and hosted on G2.com.

I think that sometimes the cart is placed before the horse on certain product offerings or support for their products. I believe that if they were more educated on their products, or had support for more of their legacy products that I would be more satisfied. Review collected by and hosted on G2.com.

The team is proactive and makes an effort to understand our workflow before offering any advice. They communicate clearly and give us suggestions that we can put into practice right away. Review collected by and hosted on G2.com.

The complexity of the request can sometimes affect the response time, and when the problem involves several teams, it can be a little slow. Review collected by and hosted on G2.com.

We changed the support plan and I find it very difficult to get a straight, clear answer to my queries now. Review collected by and hosted on G2.com.

Stop the chat function and just let me create a case like I used to, it saves much more time Review collected by and hosted on G2.com.

What I like best about Salesforce Customer Success is how proactive and helpful they are. They really take the time to understand our goals and give practical advice to help us get the most out of Salesforce Review collected by and hosted on G2.com.

The main challenge is that the level of support can vary depending on your plan or contact person. Sometimes the recommendations feel too general and not fully aligned with the complexity of our org Review collected by and hosted on G2.com.

The biggest perk is now they escalate basic support cases to higher tiers of support faster. When we are reaching out for support we have already tried the basics so not wasting time with Tier 1 support is very beneficial Review collected by and hosted on G2.com.

On a few occasions when we've worked with them, they've created a comprehensive, formal plan based on their support framework. While I understand the need to follow their process, I think it would be more efficient if they could get straight to the point. The current approach requires extra effort from our side and can be quite time-consuming before we actually get to what we need. Review collected by and hosted on G2.com.

I like how Salesforce Customer Success helps in how customers get in touch with us and how we help them, providing a lot of value. I also enjoy collaborating with them despite the limited responses. I value their agile methodology, even if it requires multiple calls to resolve an issue. Additionally, I appreciate meeting people through the service. Review collected by and hosted on G2.com.

I find that the service has serious deficiencies, starting with the inefficiency in problem resolution, as I often need to make 17 calls to resolve an issue. Additionally, I feel that they do not receive valuable responses from Dera Cloud and AgentForce, particularly because they have provided a 'valuable amount of 0 responses'. I also see an urgent need to hire competent staff who can improve the overall service efficiency. Finally, a friend's comment that using the service is like having 'horrible nightmares' resonates with the experience I've had. Review collected by and hosted on G2.com.

I really like how supportive and knowledgeable the Salesforce Customer Success team is. They provide clear guidance, practical resources, and personalized recommendations that help us get the most value out of the platform.

Their proactive approach makes a big difference — they don’t just solve problems, they help us anticipate challenges and continuously improve our Salesforce experience. Review collected by and hosted on G2.com.

Sometimes it can take a bit of time to get a response or schedule follow-up sessions, especially during busy periods. This can slightly delay progress on urgent issues.

Additionally, some of the available resources and documentation could be more tailored to specific business scenarios, making it easier to apply the guidance directly to our unique needs. Review collected by and hosted on G2.com.