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.

I appreciate how Salesforce Customer Success is helpful in finding solutions and providing possible support day to day. I like the technology and tools they offer, including objects and tasks with email alerts. The integration with Twilio for the call center is beneficial, as it helps better serve customers and answer stakeholders' questions effectively. I also enjoy the ability to conduct more meetings to use the product better. Review collected by and hosted on G2.com.

NA Review collected by and hosted on G2.com.

Depends on the tier it gives direct access to experts so i don’t have to spend extra time figuring things out myself Review collected by and hosted on G2.com.

Many times i spend moooore time explaining the issue than resolving it.. sometimes i know more than the experts 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.

I use Salesforce Customer Success for ATHR and extra customer support. I find it valuable for providing insights into tech debt and org health, and I appreciate its ability to identify performance blocks and classes hitting limits. I also like the fast customer support response. Review collected by and hosted on G2.com.

ATHr is just once a year 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.

Customer success program has helped to maintain the overall health of instances healthy Review collected by and hosted on G2.com.

same as before UI can be little more user friendly and customized 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.