Based on 39 verified reviews published in the last 18 months
TrustRadius Community Insights are summaries of user sentiment data from TrustRadius reviews and, when relevant, HG Insights data.
Overview
Synthesised from 39 reviews | Last Published April 23, 2026
This product assessment synthesizes 39 recent reviews of Salesforce CMS across 8 dimensions. Salesforce CMS is primarily used as a central CRM tool, particularly for managing sales and customer data (69% of reviewers). Many users also leverage it for content management and sharing (41%) and to facilitate internal and external collaboration (28%). The platform's integration capabilities, especially with existing Salesforce tools, are a significant strength (26%). Reviewers also appreciate the reporting and analytics tools (15%) that facilitate custom reports and dashboards, as well as ease of use (13%). However, a notable portion of users (18%) report issues with the user interface and customization limitations. Some find the interface complex and cluttered, leading to a steep learning curve (10%). While Salesforce CMS offers improved efficiency and time savings (36%), improved tracking and reporting (28%), and Salesforce integration benefits (18%), potential users should consider cost, training requirements (5%), and integration limitations (10%) to ensure a positive ROI.
Pros
Seamless integration with existing Salesforce tools, streamlining workflows and data management (26%).
Effective content creation and management features, enabling personalized and dynamic content delivery (18%).
Reporting and analytics tools facilitate custom reports and dashboards, providing valuable business insights (15%).
User-friendly interface allows for quick and efficient task completion (13%).
Strong data management capabilities, allowing for effective organization of customer and sales data (10%).
Cons
Complex and cluttered user interface leading to a steep learning curve for new users (18%).
Customization limitations restrict the ability to tailor the platform to specific business needs (18%).
Integration issues and limitations hinder seamless connectivity with certain third-party tools (10%).
Reporting capabilities are not as robust as desired, limiting in-depth analysis (8%).
Occasional performance and speed issues can impact user experience and productivity (8%).
Salesforce CMS is the single source of truth at our company where the most important data in regards to our customers are stored.
We have a huge amount of users of our product, and to be able to gather, structure, clearly tailor the customer cards to how we want them are critical. This does Salesforce CMS very well. Easy shareable with everybody.
Pros
Tailored customer cards
Share information and work with colleagues
Integrations
Cons
The cost for support and setting up the system is very high
The UX is not sometimes the best
More use of AI in terms of manual work, filling out stuff
Likelihood to Recommend
In the best of ways I strongly recommend Salesforce CMS due to the tailoring of the system it self. Its awesome in that way and truly are critical for enterprise companies thanks to its amazing capabilities for collaboration and giving easy access to the information you need. Its no necessary for small orgs due to the complexity or the system and cost of setting it up.
SalesForce is used to manage our sales pipeline, focusing on deal velocity, channel partner relationships, and our MSP customers. We use this software for current customer relationships as well as potential customers. Salesforce simplifies and unifies all information related to customers, products, and sales cycles. It is used heavily each day.
Pros
Contacts
Sales cycle.
Customers
Cons
UX/UI.
Simplification of content.
Mobile access.
Likelihood to Recommend
Salesforce is well suited for medium—to enterprise-sized organizations that are growing and need access to a tool that can facilitate the management of sales cycles, contacts, current customers, and reporting. When an organization is smaller, it may have too much information or be overly complex, and a smaller solution would suffice.
We use Salesforce CMS for our customer and sales data base. We can see contact persons per Client. Potential possibilities. Already sent out pitches. Project that we already had or have with the respective client. Contact details, company details. A sales pipeline. A pitch pipeline. How much volume in sales we already have with the client.
Pros
Client data
Pitch pipelines
Sales numbers
Cons
User experience
Intuitive go around
Personalisation
Likelihood to Recommend
Salesforce CMS is really well suited when you are looking to find out information on a project or client or proposal or sale or pitch. It offers you a pipeline and overview to any client related topic. It also gives you reports. You can find client data or contact details of the person on your company side responsible for the client or project. You can also see the sales volume and the possibilities for more
We use this as our primary CRM and scheduling software for 40-60 technicians. We are able to maintain up to date billing invoices and records as well as record any inbound or outbound communication with each customer. For every maintenance or install need we can also create the neccessary cases to dispatch a technician quickly and accurately. The field service functionality is top notch and the drive time saved is huge thanks to the optimization tools. There are several quirks with the system but with a few capable Salesforce CMS developers any needs can be addressed.
Pros
Field Service Gantt
Service Resource Management
Drive Time Optimization
Customizable
Great Reporting
Cons
Our biggest complaint is the optimizer removes jobs from the schedule at times and they are hard to track down and if missed we may not have a tech show up at all for the customer.
Reporting off of Service Appointment history is challenging
Without having a developer adjust your views the amount of available fields can be overwhelming.
Likelihood to Recommend
When managing a team of 30 or more technician the tools available for a scheduler are incredible. The system sync's quickly so all schedulers can be looking at the same Gantt and see what changes have been made or need to be made. If you have too small of a team this service would be overkill especially given the cost.
VU
Verified User
Program Manager in Customer Service (201-500 employees)
We use Salesforce CMS throughout our whole sales-organisation. The ability to tailor Salesforce CMS to our need, saves a lot of time and makes our whole sales wheel work. We can easily integrate and sync with critical tools like Planhat, slack, Salesloft and MS Outlook which is critical. Its also easy to see potential leads coming in, communicate with colleagues and maximise the day2day routine with lists, emails and meetings.
Pros
Easy accessible and structured information so its easy to find
Handle the whole salescyckle from marketing to sales to Customer Success efficiently together with critical insights easy visible
Sync important data from Salesloft into other tools as Planhat, Salesloft and Microsoft Outlook to work more efficiently and not having to search for critical information
Cons
Easier to edit and tailor temporarily filters
Guidelines inside of Salesforce CMS where to find stuff, like small "guides" popping up showing where to find stuff.
Likelihood to Recommend
For fast-growing scale-ups and Enterprise companies with a lot of information needed to be presented clearly and efficient for various user groups like Marketing, sales and Customer success. Salesforce CMS is great in terms of having the whole sales journey from marketing, sales and customer success, in other words when many different teams needs to co-operate and are linked to make the customer journey the best it can both for the using company, and the customer.
We are a non profit and use Salesforce CMS to hold information about the companies that we interact with. Touch points, contacts, notes from meetings, reminders, etc. This is a central space that all users can go to, to find the information they need about said company so duplicate efforts are not made.
Pros
This CRM provides the opportunity to make positive customer relationships.
It is intuitive and easy to use. Navigation is a breeze, historical content is stored and able to be pulled up when called upon.
Multiple departments can get something out of the software from sales to finance.
Cons
Reporting is not as robust as I would like, but I heard that updates are coming.
There is not a detail audit trail of what changes were made to a record. Notifications are made that a change was made and by who, but details to what the change was is not available to my knowledge.
Likelihood to Recommend
We have tested out several software systems and continue to come back to Salesforce CMS. It is dependable and offers a reliable system for the value. It can be tailored to fit the needs of your company - from the corporate world to not for profit. Highly recommend!
VU
Verified User
Manager in Finance and Accounting (51-200 employees)
We use Salesforce CMS to to distribute email templates and track email activity across many of our different teams. It makes it easy to manage all within our CRM instead of needing to go to a different system. Our Support Team, Sales Team, Product Team, Implementation Team, Marketing Team can easily see what's going on and all of the email activity for each of our customers.
Pros
Integration with Salesforce Sales Cloud
Easy to use tool to design templates
Cons
It's a bit cluttered at times
Feels outdated compared to Hubspot
Likelihood to Recommend
If you want everything in one place (your Sales Cloud, CSM, Services Cloud, etc.) this is a smart choice for you. It's also great for big businesses. If you're wanting more simple, I'd recommend using Hubspot or another more modern tool.
In our organization, we use Salesforce CMS to streamline content management, ensuring seamless collaboration across teams and delivering personalized experiences to employees and customers. The platform allows us to centralize content, making it easily accessible across multiple channels, including our internal HR portal and external career pages. The key business problems it addresses include content fragmentation, inconsistent messaging, and inefficiencies in updating HR policies, job postings, and training materials. With role-based access controls, our HR team can efficiently create, manage, and distribute content while ensuring compliance with company standards. Our use case primarily focuses on HR and talent acquisition, where we leverage Salesforce CMS to enhance employee engagement, automate policy updates, and maintain brand consistency across recruitment and onboarding materials.
Pros
Seamless Multi-Channel Content Delivery
Personalized and Dynamic Content
Intuitive and User-Friendly Content Management
Cons
Limited Flexibility in Content Customization
Steep Learning Curve for New Users
Limited Native Asset Management Features
Likelihood to Recommend
HR and Employee Self-Service Portals: Organizations using Salesforce Experience Cloud can leverage Salesforce CMS to create centralized knowledge hubs for HR policies, onboarding resources, and internal communications. Employees can access up-to-date content without IT involvement, improving efficiency and reducing HR’s administrative burden. Multi-Channel Content Distribution: Businesses needing to push content across different touchpoints (web, mobile, email, and customer portals) benefit from Salesforce CMS’s ability to deliver consistent messaging seamlessly. A sales enablement team can publish case studies and product updates on a customer portal while simultaneously integrating content into marketing emails. Personalized & Dynamic Content: Companies using Salesforce CRM can leverage Salesforce CMS to deliver AI-driven, tailored content based on user behavior, preferences, or past interactions. For example, a recruiting team can show custom job recommendations based on a candidate’s past applications.
VU
Verified User
Professional in Human Resources (201-500 employees)
Use it to manager client, project, and contact relationships. Allows us to link contacts to companies and company to projects and projects to accounts. Full circle coverage. Easy to update existing and new entries, and easy to affix to a potential sale or project. Tracking communication, touch points and keeping notes is very easy to integrate at all levels. We use this program as the starting point for everyone from a potential lead up to a final sale. It is possible to integrate other data based programs into it such as our VOIP provider, docuSign and Scoop. The ability to integrate allows for all departments to use SF.
Pros
Ability to Clone: Contacts, Companies, Opportunities
Assess to call or communication logging while on the phone
Integration of our call recording service
capture alot of info in the contacts and company fields.
Cons
Multiple email addresses for a single contact
auto populate company information from the web
Chrome extension was hit and miss for me. Seemed to push my emails over but wasn't able to see the SF info from within chrome.
Likelihood to Recommend
well suited for long term recording of client information.
Salesforce CMS is a great tool for doing the documentation and reports for further analysis. It also assists in streamlining the assets with coverage renewals and adhering compliance. Moreover, it has very smooth integration with Salesforce CMS and other third-party tools which makes it more valuable. It also has great content management capabilities which can also be delivered across departments with ease.
Pros
It has a very smooth integration with Salesforce and third-party tools, ensuring easy tracking of policies and assets.
It also has impressive security features like used-based permissions and encrypted data.
Everything can be managed from a centralized place which saves a lot of time.
Cons
Customization features are very few which are increased in the latest update so the layouts can be tailored as per the requirement.
The user interface is a little complex and cluttered which could make it a steep learning curve for beginners.
The performance can be slow when working with large content data.
Likelihood to Recommend
Salesforce CMS is a well-used product when it comes the organization who are already working in Salesforce CMS ecosystem which ensure smooth experience. However, it can be a little outdated as it has very few customizations features and less helpful who are not using the whole Salesforce CMS ecosystem within their organization for every kind of task.
VU
Verified User
Analyst in Information Technology (51-200 employees)
