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Salesforce Platform Room for Improvement

TM
Account Manager at a tech services company with 51-200 employees

There is always room for improvement. It can be hard to learn, but when you have somebody who is experienced in this, it is like anything else. It is like Excel, you'll never know everything about Excel, but there's somebody who would possibly know. I'm sure I don't know all of the ins and outs of Salesforce.

In terms of additional features, it has got pretty much everything in there. It has a lot of information, and it is perfect for me. I'm an old-school guy, so I think it's perfect, but I'm sure there's going to be some room for improvement somewhere along the line.

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SP
Solutions Architect at a tech vendor with 501-1,000 employees

It does need very specific resources to help deploy it and buy in from the users. It's one of those items it's pretty disruptive and if it's not deployed properly and if it doesn't get utilized efficiently, it won't be effective.

Salesforce doesn't seem to be a really great document repository like SharePoint and SharePoint is backed in behind Dynamic CRM. Therefore, in most cases, generally speaking, it seems like it makes more sense to go the Dynamics route, assuming that the customer understands that if they're already using Exchange, Teams, and Azure Active Directory, they're using role-based access and controls for security and compliance. They have SharePoint as the underlying solution for document collaboration.

Salesforce at that point doesn't make a whole lot of sense for many Microsoft users. For example, with a customer I work with, they have this kind of disparate entity, and they select Salesforce as they say it's the one that pops up on Google when you search and that's likely why they went with it. You can't go wrong with picking Salesforce, however, you also need to have an on-site sales resource such as a Salesforce admin to manage it as nobody can figure it out. It's pretty complex. On top of that, the connection to Teams and SharePoint is so far away.

We would like it if it were possible to record a meeting on an MP4 and be able to upload that into Salesforce as something the sales team can track. There might be third-party plugins that allow for that type of usability, however, I'm not too familiar with them. 

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AB
Associate Vice President at a consumer goods company with 201-500 employees

Although the platform is already set up for you, there's a lot of customization that needs to be done, especially for any new component we start using. For whatever solution we wanted, we had to think for ourselves and design it all on our own. And, unfortunately, there were some components that were not really mature in the beginning, like Tableau for example. I would like to see Salesforce better, or more quickly, integrate the applications that they acquire, like Tableau and Slack.

Technologies are changing rapidly nowadays, and customers are requesting all sorts of new integrations. For example, some are asking for WhatsApp integrations, AI and ML integrations, etc. When you're using a single platform such as Salesforce or SAP, your data quality is the one thing that is taken care of, and we would like to continue managing our data across many different integration channels.

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Learn what your peers think about Salesforce Platform. Get advice and tips from experienced pros sharing their opinions. Updated: January 2022.
563,148 professionals have used our research since 2012.
PG
Senior Technical Consultant at a tech services company with 201-500 employees

There's always room for improvement. Simplification is something it needs for sales. Every time you get the engineers involved, they make things a little too complicated. It might be more beneficial to simplify everything for quick and easy reference.  

The solution should offer a Salesforce version for individuals. You have a number of people that have independent agencies and other independent workers that are out there that want to be able to track what they're doing and be able to put that into some sort of a schedule that coordinates with their calendar and everything else. When I look at Salesforce and I open Salesforce, it's unique to me as an individual. I've used Salesforce with many different companies. Sometimes you can see the visibility of other accounts, and things of that nature. These platforms can be problematic as you have people that are always looking at your stuff and then trying to work their way around you. 

With Salesforce, I do feel that I'm doing a lot of repetitive tasks. We're constantly, re-putting in the same thing over and over and over. And that's something that Salesforce should figure out. They need to remove redundancies, as salespeople want to move on to the next deal. Salespeople want to talk and track the initial and primary points of contact. They want to put in a quick note and move on to the next opportunity. 

For a salesperson, sometimes, you should be able to categorize your opportunities in the vertical markets that can be beneficial as well. I know it makes it a little more complex, however, that way you could see everything at a glance. You could look up which vertical, for example, you are more successful in. You should be able to split those out and dissect everything a bit better.

That way, when you're running your campaigns, you could actually have some consistency. For example, as a salesperson, you could say "today I'm going to call logistics companies" or "today I'm going to call finance companies". 

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AP
Senior Manager, Product Strategy at a consultancy with 501-1,000 employees

Basically, Salesforce has two different views. One is the plastic view and one is the lightening view. If I log in the view is not returned for me specifically. For example, if I'm working with view number one, and I toggle to view number two and then log out when I log out, I come back and I'm still back in view number one. I'd like to stay in whichever view I need.

Sometimes what will happen is we work on it and then we move to a different tab and work on something else. After five minutes, when we come back, it automatically signs out. The thing is, every time we need to re-login. I would like to propose a session extension pop-up. This means that there will be some kind of reminder that your session is going to expire in the next two minutes and to please sign in if you want to continue. 

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Founder and Salesforce Consultant at SaaSnic

Pricing is the biggest factor. The cost right now is too high and I've had a lot of clients leave. 

Sometimes customers can get annoyed as there are just too many features to understand and work with. They should consider reducing their offering, or work to streamline it so that it is not so overwhelming. There are now many great competitors that offer more streamlined, easy-to-understand services. 

Customers need accounting, and, right now, they need to go elsewhere, to something like Xero, for example, or QuickBooks. It would be nice to have some kind of accounting available right in Salesforce. 

The stability could be better. 

We don't get any leads from Salesforce here in India. It would be helpful if we could use the product to get us leads. 

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NW
Customer Success Director at CloudChomp

Easier bulk updating would be appreciated. 

We need more flexibility with building processes and workflow automation.

Better flexibility in editing emails created from templates would be great, and being able to add hyperlinks in emails for scheduling meetings would allow us to automate more.

I would also like more flexibility in being able to designate both default and override values, as I feel like every time we have a new process, we have to add more fields to accommodate exceptions to the norm.         

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Senior Developer at jarvis

If you compare it with Appian, there are business rules that you are dealing with. With less code, we are making a higher standard. So maybe, in the future, Salesforce can make it a more integral part of the application. And they are also strategic partners with multiple companies, so maybe that is the reason they are sustainable and they the four versions every year. These things likely depend upon robotics programming and they use the latest technologies for a more stable portal. So we need to be more cautious about the coding and so data file would be more stable. But as a partner, there will be some time-taking process to make it up in the implementation. When you compare with Appian, they have to improve more on configuration and more systematic care, configuring by itself and if they are making other things in the area that they update. 

The process should be automatically approved. They should also configure the maps that we initial use. I think the alerts can be used differently, or customize the targeted content mills can also be automated. Those things can also be included in Salesforce. I was looking at this map that needs to be included. Like a world map. An easy way of getting those details and then adding to it and then being able to do it in a more simplified way, visually.

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MO
Call Center Coordinator at IT Central Station (soon to be PeerSpot)

I was using the nonprofit free version of Salesforce called Vtiger which is different from the main version. It has a lot less accessibility than others and a lot less flexibility. It was more difficult to adjust, but ultimately it was satisfactory. I believe they still have a long way to make it very satisfactory. It's good software and platform. However, Salesforce is an okay platform to utilize. Additionally, the reports need some improvement. 

It has a lot of room for improvement.

In the next release, I would like to see more AI, computer learning, and integration possibilities, but I believe that's quite far down the line.

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Head Of IT and Corporate Processes at a pharma/biotech company with 51-200 employees

The solution is very expensive compared to CRM solutions. It requires a lot of configuration that could make it difficult for some people. We are lucky to have a partner helping us. In addition, the license together with the cost of implementation, makes it very expensive. In some cases it's good to be modular, but in this case each time you want to integrate something, there's an additional cost. If you want to integrate with Office 365 you have to pay; if you want a seamless process with the marketing team or the accounting team, you have to pay. Right now our process is good and we can do anything we need but we may need something more in the future. 

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Sr. Enterprise Multi-Cloud Strategist at a computer software company with 201-500 employees

The reporting functionality is very granular and you can do a lot with it, but unfortunately, it's not very intuitive. It's hard to get the report to show exactly what you want. It works if you turn it into a tile in the dashboard but working through it and creating the report is a little cumbersome, it's terrible. It's not super user-friendly, it takes time and some fiddling around. Simplified reporting would be great, but perhaps I don't have enough experience. I could spend some time figuring it out but for now, I create a report that I never have to create again. It's in a dashboard, so I don't get the opportunity to create much. With some training, I'd likely be better at creating reports. 

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Head of Enterprise Architecture at Mantrac Group

The solution doesn't really have any weak areas. overall  , It's very good product.

but Technical support could be a bit faster. for the standard support , their SLA is about 48 hours which is not that fast if you have a serious issue 

Based on the platform capabilities . i see the Platform is very, very capable of handling a full ERP, and not only a CRM.

may be in the near future , SF will launch their own ERP system :)

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EE
Unemployed

I have found it takes an exceedingly long time to put opportunities or clients in the system. If I have an opportunity that I need to put in the system it could take approximately 10 minutes. This is a lot of time when you have multiple opportunities to put in. There are other tasks to do that are required by supervisors, such as forecasts. What I have done to save time is I did not input as much detail as I could have because I knew it was going to take me an hour to get five leads in.

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JV
Coordinator of Billing Process at a insurance company with 201-500 employees

We need to do a lot of configurations on the solution in order for it to be set up as we need it. It would be ideal if it didn't require so much effort to tweak everything.

The initial setup is rather complex. 

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JL
Enterprise Solutions Architect at a tech vendor with 501-1,000 employees

At this particular organization, we only just implemented support about six months ago. There are still aspects of the solution we are exploring and we are in the process of looking at some integrations. We're just testing its capabilities, and therefore I can't say there are any features that are missing per se.

If you have resellers or distributors, you just need to figure out a way to set up the system in the backend. Since every company is different, it takes a little bit of time to figure that out.

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Business Line Manager at Thomson Reuters

I haven't used that much of the solution, so I can't speak to what would need improvement. For me, for now, I'd say it works pretty seamlessly.

There have been some minor issues here and there, but they've gotten them under control.

The solution offers upgrades at a slower pace. The solution needs to keep up with competitors.

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CM
Cybersecurity Technical Leader AWS - Google at a computer software company with 5,001-10,000 employees

There's a learning curve. It was a bit hard to understand the logical way of working with it, just at the beginning.

In Salesforce, you cannot adjust the level of information to what you want to exploit or to use yourself and not share. In a big environment, it's hard to hide information you need, so you have to get local writing for avoiding sharing information you don't want to share with other sales guys or management. It's useful for your business, for your objective, however, it's not useful if you share it on too large a scale, as name dropping is something our consultants and our other sales guys try to avoid in order to be discreet.

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Practice Director at a computer software company with 201-500 employees

The solution should keep adding features. They've continued to develop a lot of functionality over time with their additive approach to developing the product.

There needs to be more documentation. They need to make it easier to find what you need in order to get help and solve problems.

Technical support could be more responsive.

The solution could increase the number of plug-ins on offer. They should have ready-to-go modules that can just be added at any time to increase the capabilities in a number of directions.

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KW
Director Multi-Disciplinary Oncology Enterprise Solutions at a healthcare company with 5,001-10,000 employees

We have a lot of strategic accounts and large accounts that are tied with all the growth and acquisitions across North America, being able to tag parent-child accounts in an easier fashion would be better. This is the biggest pain point is associating parent to child and being able to align and manage it better. Overall a better parent-child relationship between accounts would be a benefit.

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Vice President of Sales at Pepperdata

Salesforce Platform has a cumbersome interface when creating reports, dashboards, and those types of things. They could be a little bit more simple. The administration has to be an aficionado to do any sort of administration and maintenance, for example, setting up the way you want to modify the lead tracks or functions. These systems tend to be quite cumbersome.

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LE
BG lead at a computer software company with 10,001+ employees

In terms of features, for our business needs, we have more than enough right now. There is nothing that we are missing or would like to add. They can maybe share some best practices so that when you are starting, you can stick to a good process, and you don't have to think so much about the process that you want or your CEO or CMO wants. The process should not be based on one person in the company. Having some best practices will make it easier to get started. These best practices can be based on what has worked for others. Its basic version is pretty simple, and the customizations are up to the companies, which can make startups like ours lose a lot of time in figuring out what all stakeholders want rather than what would work.

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RV
Quality Assurance Lead at a computer software company with 501-1,000 employees

Integration with a few of the other products such as Spring Boot is a problem. 

Integration needs improvement. We have found that there are some issues with integration. 

DevOps is lagging in Salesforce development practice. We are looking for a better understanding of DevOps for Salesforce.

I would like to see automation DevOps in the next release.

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GG
SVP, Senior Director, Platforms and Delivery at a financial services firm with 10,001+ employees

It is quite expensive. It has gotten to that point where it is a lot more pricey. It has kind of got its own proprietary language for development. It is probably never going to change, but if it had a more market language for development, it would be easier to find developers. They come at a premium cost, so it is expensive.

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MH
Account Executive at a tech vendor with 51-200 employees

I was hoping that with the integration of Tableau that they would have better end-user analytics to play around with. Coming from a MicroStrategy background, I was kind of disappointed. 

MicroStrategy is actually easier to use than Tableau. It was a function of the license that I was given.

Salesforce is incredibly slow. It was difficult to run live sales calls and leverage Salesforce at the same time. You can't ask a customer to hold for 45 seconds while you are looking for information about the account.

Salesforce also did not integrate well with some of the other systems that we had.

More end-user functionality would be useful. They should have some pre-canned reports that other analysts or salespeople would find valuable. 

I tried Salesforce Einstein, but that never really worked for me. The PowerSeller tool was just as helpful.

We would gather news reports about specific customers and identify if there were any buzzwords attached to it. I was able to create customized daily intelligence reports that would go out directly to my customers. TechnoMile integrated these reports directly into Salesforce allowing every salesperson that had the Archintel module to subscribe to specific reports giving them a compelling reason to reach out to the customer. Salesforce has a news feed function, but it is pretty ugly and very clunky to use. If they leveraged some sort of tool like this one, it would be amazing.

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RN
Managing Partner at a consultancy with 51-200 employees

Reporting could be better. Reporting is Excel-based, and it has sucked since the inception of the company. That's why I was excited about the fact of them bringing MuleSoft into the fold and Tableau.

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TA
Solution Consultant at a tech services company with 1,001-5,000 employees

They should provide access to data quality tips and tricks to make it better.

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Manager - Key Accounts at a computer software company with 10,001+ employees

It could have a lot more customization options in terms of fonts and reports. 

There should be an even lighter version with just two or three fields. It could be a bit more light if the field guys want to use it on a mobile phone on the road. 

For deploying it for CRM, maybe we can have our customer database, project funnels, and projects to help us in managing our supply chain business.

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DB
Senior System Engineer at a tech services company with 51-200 employees

When it switched to lightning, it threw me for a loop. When they changed the look and feel, I had a hard time finding things and doing what I used to do.

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MZ
Sales Director at a comms service provider with 10,001+ employees

It may be slow, but that is relative. When compared to Siebel CRM, which was large, clunky, and extremely slow, Salesforce seemed fast to me.

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ST
Customer Service Representative at Global Services

The issue that my company has is, say, for instance, a user is dealing with more than one member in the system and they're looking up over five members. Once they hit the fifth member, it goes down. It crashes. This only happens when one of our customer service agents pulls up multiple members at once.

When we're documenting information such as notes, and so forth, if we were to go back to the same case all notes go missing. It's not great for documentation purposes as the CRM is losing our notes. This can be a big issue for the company especially if the provider has called and said they want to check on a specific case where the notes were lost. I need to review what's sent over. We've had customer service go back to a case number to seek those notes out, however, the CRM really should be able to just keep them in their system properly.

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LV
Client Manager at a tech services company with 1-10 employees

Salesforce is a pretty cumbersome product. It's a product that you need to spend quite a bit of time customizing to your unique business model. Unless you have somebody in house that knows it really well, you're better off spending money with a consultant to get what you need. It's a very powerful platform. You can do a lot with it, but you need to spend the time with it. 

That's not necessarily a negative. It's just a large, monolithic application that you need to spend time customizing. You could be in the middle of updating something and think, "Wow, it'd be really nice if I had this widget or if I had this drop down." Because none of us are experts on it, somebody may go off and spends exorbitant time to find out how to implement this feature or make that customization. 

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AG
CEO Unicloud - OKTA Israel at Unicloud

It would be better if they can add more from the pricing and functionality perspective. It is very expensive. I would be more than happy if they drop the prices. From the licensing perspective, if they can add more functionality, I would be more than happy.

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Commercial Manager at a computer software company with 1,001-5,000 employees

Salesforce's mobile app could be better. Also, it could integrate more seamlessly with Gmail.

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Lead at Aligned Automation

The UI needs to be improved. As developers, we can manage it, but for end users it's not very attractive in the workshop. It needs to be more user friendly and more intuitive.

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DD
AWS North America Alliance Lead at a computer software company with 501-1,000 employees

Their reporting needs to be improved. It should be easier. I don't know how, but it needs to be easier.

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Founder at a tech services company with 1-10 employees

Getting reports in Salesforce is sometimes a little bit difficult. You need to do a lot of things to get detailed reports. This feature can be improved. Its price can also be improved. It is currently expensive.

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PK
Architect

Its documentation and price should be better.

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SM
Chief Commercial Officer at a non-profit with 51-200 employees

The marketing automation needs improvement, as it should be easier to use.

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HK
Process Specialist - Operational Excellence at a non-profit with 51-200 employees

The reporting needs improvement and the dashboard could have more components added.

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DevOps Engineer at Apptegy

 We have yet to encounter any areas of the solution in need of improvement. 

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Learn what your peers think about Salesforce Platform. Get advice and tips from experienced pros sharing their opinions. Updated: January 2022.
563,148 professionals have used our research since 2012.