Salesforce Customer Success Reviews & Provider Details

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.

What I appreciate most about Salesforce Customer Success is the proactive and personalized approach they offer. Rather than simply reacting to issues as they come up, the team provides guidance through best practices, success plans, and recommendations that are specifically tailored to align with your business objectives. The ongoing check-ins, access to training resources, and updates on new features make it much easier to stay ahead and keep improving. It goes beyond just resolving problems—it's about making sure you get the most value from Salesforce. This support has truly helped me increase adoption, optimize processes, and demonstrate tangible results. Review collected by and hosted on G2.com.

What I find less appealing about Salesforce Customer Success is that the resources and guidance often come across as too generic, particularly when your business has unique or highly specific requirements. Although there is an abundance of content and best practices available, it can be overwhelming to sift through, and the information isn't always customized to fit distinct use cases. Additionally, obtaining direct one-on-one support or receiving quicker responses can be difficult unless you are subscribed to a higher-tier success plan. This sometimes gives the impression that smaller teams or businesses may not receive the same level of attention and support as larger enterprise customers. Review collected by and hosted on G2.com.

What I like best about Salesforce Customer Success is how it goes beyond just providing a product — it’s about building long-term partnerships that help customers achieve measurable outcomes. I really appreciate the proactive approach Salesforce takes, combining technology, strategy, and enablement to ensure customers not only adopt the platform but thrive with it. Review collected by and hosted on G2.com.

What I sometimes find challenging about Salesforce Customer Success is that the vastness of the ecosystem can feel overwhelming for new customers. With so many tools, resources, and best practices, it can take time to navigate and identify what’s most relevant for each use case. That said, I see this as an opportunity — the more Salesforce continues to simplify and personalize the customer journey, the more powerful the experience becomes. Review collected by and hosted on G2.com.

I appreciate Salesforce Customer Success for their reminder feature, which helps ensure we stay in contact with our customers. This has been crucial in maintaining customer satisfaction and keeping us ahead on proposals. The integration with Outlook Calendar for reminders enhances its utility. Review collected by and hosted on G2.com.

I find there is a lack of automation features in Salesforce Customer Success, as I mentioned looking for any kind of automation, especially something that could be enhanced using the agent force. This indicates a desire for more efficiency or time-saving capabilities that may not currently meet my requirements. Review collected by and hosted on G2.com.

I find the ability to use AgenTek AI with Agentforce from a customer service standpoint incredibly valuable. It allows us to respond quickly, providing the confidence customers need as they self-serve. Additionally, Salesforce’s responsiveness to feedback and quick iteration ensures our needs are met. Their integration efforts and support are commendable, given the complex systems and solutions they navigated and aligned across Pearson. Review collected by and hosted on G2.com.

The onboarding process takes too long. I mentioned 'It's taking forever,' suggesting that the implementation or transition process may be slowing down our operations. Review collected by and hosted on G2.com.

I appreciate how Salesforce allows us to capture client information efficiently, providing a high-level overview through metrics and dashboards. It’s incredibly handy to visualize all the data and centralize information on one platform. The expertise of the Salesforce team in implementing solutions like Agentforce has been invaluable. Review collected by and hosted on G2.com.

I find that Salesforce Customer Success could improve their approach for nonprofit organizations. The current methods may not be as effective or suitable for the unique needs and goals of nonprofits. Review collected by and hosted on G2.com.

I appreciate Salesforce Customer Success for its ease of use and easy adoption, which make it great for engagement. The AI functionality is impressive, offering opportunities to increase customer engagement. Additionally, I find the insights provided through data extremely valuable. Review collected by and hosted on G2.com.

I find it challenging for non-tech savvy individuals to adopt and use Salesforce Customer Success, particularly when it comes to changing labels and questions. There is a need for simpler processes and easier adoption for internal team members to enhance their experience. Review collected by and hosted on G2.com.

I appreciate the direct engagement with our account manager and the expertise offered by Salesforce Customer Success, particularly from architects who assist with our overall structure. Their services like Data Cloud and AgentForce are incredibly useful in leveraging our multi-organizational structure, enhancing our operations across different organizations. Review collected by and hosted on G2.com.

I found 'last turnover' to be a point of concern with Salesforce Customer Success. It implies there might have been recent changes or instability in staffing, potentially affecting the consistency or quality of service. Review collected by and hosted on G2.com.