Basically, all my days at work depens on salesforce, very efficient at the moment, it also helps me out to improve my sales day by day.

All I need in one place, quick response from the platform and cloud.

Trouble shooting at weekends and slow verification process

So far its been very good. We also use other modules from Salesforce. After demoing about 4 packages, we went with Salesforce. Knowing that they are the primary leader in CRM, helped in that decision, as most of our other applications have APIs to intergrate with.

The integration with all of our other systems and software.

The setup is a little tricky when using other software with Salesforce. It really helps to have good support from any other vendors products you want to integrate with Salesforce. Examples being Quickbooks, ShipRush, Verizon Connect, etc. We have many departments and different software in each. So being sure you have API support is critical.

The best advice that I can give to a company considering purchasing Salesforce's Desk.com is to document every single expectation and need regarding a CRM tool. Do not assume any functionality exists, regardless of how simple and standard that functionality may seem. There are definitely features and functionalities that the average person might expect any modern system to offer which it does not. Examples: List Views - Cannot sort by most fields, cannot add custom fields to list views, and cannot modify the number of records per page Reporting - Cannot modify fields displayed in a report, cannot edit criteria for metrics, and cannot include custom fields in reports aside from picklists, and cannot export more than 2500 records at a time Email - Does not include standard modern emailing functions such as underlining, highlighting, modifying font color, or pasting images/tables Also, while some more complex workflows and automation can be built in Salesforce to update fields which are then passed back to Desk via Desk Connect (native sync between Desk and Salesforce), I strongly recommend against relying on Desk Connect for any business processes. Desk Connect can and has been turned off by Desk.com for all customers without first ensuring this is okay with the customer, interrupting daily business on a large scale. It is also extremely easy to break or surpass its capabilities of Desk Connect to the point that any modification, regardless of size, made to your Salesforce org must be communicated to Desk to ensure that Desk Connect will continue to function as expected. If you are a small-scale organization/team with very basic case tracking and reporting requirements capable, Desk may very well be the answer for you. But you still better be prepared with extensive documentation of all requirements and expectations for a tool like Desk, no matter how small or obvious they may be.

Simple UI Simple workflow building and management

Extremely limited in its capabilities Desk Support reps are not thorough when reading emails ETA's on fixes/patches pushed back for months

It's been fairly easy to implement and use. We were able to get it fully functional with the entire sales team in a matter of a few months and it handles most if not all of the services we require.

It has a very intuitive interface that's easy to useThe ability to grab/store email data for our contact management is nice!The mobile apps associated with Essentials are helpful.If you've used any of the Salesforce products, this is built along the same interface so "learning" it is easy!

The pricing on this product is a bit higher than competitive products with the same functionality.If you're moving over from a different product, some of the workflows can be a bit confusing.The standard reporting features are less than optimal.

Overall very good, there’s a reason it’s the top CRM in the world, but the backend is very difficult to manage, lots of nuances and takes a dedicated person to manage the platform

Extremely customisable, has a wide range of features and functionality, extremely powerful In the amount of automations and how you display the system to the end users which can keep it easy for them to use

The range of features does in turn make take away from the core capability of the system which is to be a good crm; it lacks basic features you would expect from a product so expensive sometimes

I like that I'm able to log information about employees and manage their contact info, benefit information, and history easily. It's also very customizable.

Sometimes I wish that the platform was able to be more on-brand, and that I was able to create documents with our font package.

Salesforce Essentials is the best way to provide better service to our customers. I highly recommend it!

I'm so glad that Salesforce Essentials makes it easy to collect customer feedback. This feedback has been invaluable in helping me improve our product quality and customer service.

The learning curve for inexperienced users may be somewhat challenging.

Salesforce Essentials is a game-changer for businesses seeking a powerful yet easy-to-use CRM solution. Its intuitive design, responsiveness, and simplicity in implementation make it a standout choice in the market. Whether you're a small business owner or a busy professional, Salesforce Essentials empowers you to manage your contacts, leads, and sales with unparalleled ease. I highly recommend it to anyone looking to enhance their customer relationship management processes.

I recently had the opportunity to use Salesforce Essentials, and I am thoroughly impressed with its user-friendly interface and seamless functionality. As someone who values efficiency and simplicity in a CRM tool, Salesforce Essentials exceeded my expectations in several ways.

I don't have much to say here really! It did everything we needed it to!

This was not a product I was very confident in when first being introduced to it, but it has made processing devices and tracking the work flow process very efficient.

There is a small learning curve you have to overcome getting started, but once you are over that hump it becomes very user friendly

Easy to use with great functionalities. Project tasks are easy to view and track.

I liked the classic view better than the lightening experience.

Good for what I need it for, entering new leads, tracking sales pipeline, looking back and forward on data.

Using for 4+ years once info is in its pretty easy, there are very many options how to track setup, would be nice if there was a option for auto-setup for certain types of use/business types.

Too many unused fields that muddy up the screen and info can get lost in all the blank fields.

We love it and every team the team wants more functionalities out of it

If you are a not-for-profit you can get an excellent discounted rate. It is very handy even though it needs some expertise to set it up but don't let this stop you, their resources library is supper useful, and you can figure out how to do many things yourself. Once you get all the team using it is a very very powerful tool and provides you with amazing data to inform your business.

Can be hard to set up. But invest in someone that knows how to do it, get it right from the beginning and ti will be very helpful.

Desk is extremely customizable. We have a bunch of different inbound emails that automatically tag and assign tickets which saves us a lot of time. You can set up almost any combination of rules for inbound tickets to make sure your most important customers get prioritized and the right people get assigned to help. Desk also has an API that you can use to build a help center experience on top of their platform. We use it internally for bug reporting and feature requesting and our portal creates tickets right in desk.

Desk isn't very user friendly. Once it's set up it's works really well but it takes a lot of time to learn all the nuances of the configuration. The analytics have issues. Some of the metrics like last log in will show that I last logged in a month ago when I've logged in every day and am in fact logged in at the time. We don't use the metrics but if your customer service department relies on them that could be problematic.

We integrate several process within the company into Salesforce, and it makes really easy to track info and complete process requirements for customers.

It's simplified screens and the way it delegates step-by-step specific procedures to the users involved in the worfkflow

Export data might require some experience using this app. If not used to work with SF you might find a little bit frustrated of so many options for reporting/exporting data

Our hospital is better able to communicate . We are able to provide better care for all of out patients because everyone has access to same data base . So if a volunteer noticed a patient sneezing the doctor can easily see that and be flagged to check on a patient. Before a volunteer may not be able to notify staff and go through correct channels. It could mean that nobody medical ever new that yeh patient sneezed because it was just too difficult to get information across, but now all volunteers know they can put a message in Salesforce and it will be taken care of.

Salesforce allows my animals hospital to have better communication between staff and volunteers

Search engine key words is not always able to direct to correct patient

When supporting customers, Salesforce was essential to finding out about their account and how to best support them or escalating issues when necessary.

If you can think of it, Salesforce probably has it. From keeping track of your customers, to integrations with other softwares, Salesforce has it all!

There is definitely a big learning curve when it comes to using Salesforce. It's obviously a massive piece of software that can be used for a huge array of purposes, so knowing how to navigate and find what you're looking for isn't always the easiest.

We require a CRM solution to track our customer data and enable sales intelligence. This tool does that perfectly. Pipeline management is a key task in Real Estate and this tool helps to achieve that in a great way.

There is a reason why this is the number 1 CRM solution in the world. It provides a unified view of your sales details and is mapped with the CRM for quick updates and reports.

Role Hierarchy & Permission sets are difficult to understand and multiple roles assigning can be difficult.

Desk has been getting things done for us. We've got teams, we can pass tickets easily, tags help to connect disparate tickets.

The search/filtering is broken (and has been for as long as I've used the software), it works at about 98% accuracy. You can't really rely on a search of 'all tickets assigned to X' to find every ticket, or "all resolved tickets in X department", and etc. Frustrating when reporting or setting up custom views and such. Similar in frustration created, is the limitations around what fields you can search/sort by. It's always a pet-peeve of mine to see software limit these things.

Very disappointed.

Cloud based and easy to share. Price was affordable.

Workflow is TERRIBLE. I switched from ACT which didn't synch well with Outlook. Salesforce's workflow is POOR requiring going back and forth to different screens. It's glitchy - if you edit a calendar item, it creates a NEW one. It seems that this product wasn't well tested with actual users before released. NO control on what transfers from Outlook so records are cluttered. NO control on records - for example, I can't delete any history item!

It's been great so far. Extremely powerful tool that I haven't received much training on and yet it is easy and intuitive to use.

The product is very powerful and intuitive.

If you're not an admin, is difficult to know the rules behind the dashboard reports and automated emails.

It is critical for our organization.

We have salesforce for NON profits and we love keeping track of all of our fellowship members

Sometimes merging customers that were in the software twice mistakenly can be hard.

most comprehensive crm out there pretty much has solution for any business problem easy to scale and develop

learning curve expensive licensing need some sophostication in customization license per user and has some limits of what u csn do overall

I do not give only 1 star because there were occasional situations where SalesforceIQ informed us accurately that a client had changed companies. It did not offer us zero valid sales intelligence.

This software drove me crazy. Regularly confused our clients with other individuals with the same name and filled in data about those unrelated people. Regularly overwrote our own, hard-researched data about our clients with their LinkedIn dreams of being a DJ or Freelance Graphic Designer. I could never find an option to turn it off or siphon their "intelligence" to separate column. Maybe if we'd had a bespoke Salesforce implementation this would have been possible but I HIGHLY ADVISE you avoid if you're using out-of-the-box Salesforce.

This eliminated the need for spreadsheets and works great for a medium team!

This makes the teams more functional and your group can follow up on leads and identify what contacts are a sure sell. I love the way you can customize it and it automates every things so great from emails to calls its great.

Runs a little slow at times. Sometimes freezes.