Salesforce Experience Cloud Manufacturing Reviews & Insights

Score7.9 out of 10

411 Reviews and Ratings

Community insights

TrustRadius Insights for Salesforce Experience Cloud are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Customizable UI: Users have consistently appreciated the platform's customizable interface, which allows for extensive design flexibility and easy configuration, enhancing user experience. The ability to tailor the UI to specific preferences has been a key factor in users' positive feedback.

Easy-to-use plugins for customization: Many reviewers have highlighted the availability of easy-to-use plugins for full-page customization without the need for coding skills, simplifying the process of creating personalized designs. This feature has contributed significantly to users' satisfaction with the platform's customization options.

Integration with Salesforce sales: Customers have valued the seamless integration with Salesforce sales, emphasizing how it streamlines data manipulation and enables effortless modification of data structures. This integration has proven to be a valuable asset in optimizing sales processes and overall efficiency for many users.

Salesforce Experience Cloud Reviews

8 Reviews

ManufacturingAutomotive2Pharmaceuticals1Apparel & Fashion2Consumer Goods2Medical Device1

Better-than-Expected Results from Implementation of Salesforce Experience Cloud

Rating: 10 out of 10

Incentivized

May 19, 2021

Use Cases and Deployment Scope

Salesforce Experience Cloud is used to support our long-term care pharmacy operations. Client facilities are able to securely access the portal to obtain on-demand access to clinical reports, financial reports, compliance documents, general policies & procedures, and even quality metrics - such as the amount of time that our consultant pharmacists spend reviewing patient charts within each building. Implementing the Experience Cloud has given our customers the ability to access the data they need when it is needed by them. In some cases, regulatory surveyors request historical data and this previously resulted in a series of frantic phone calls to our call center in order to try and obtain the requested information, then distribute that by encrypted email. Now our customers simply access the secure portal and very rapidly access the needed data without spending time on phone calls and emails.

Pros

Flexible hierarchical security and sharing settings
Offers secure access to reports in document (PDF, Excel, or Word formats)
Offers customers access to flexible, dynamic quantitative reporting

Cons

Initial setup of security profiles when complex situations (such as parent-child permissions) are required

Likelihood to Recommend

Salesforce Experience Cloud is well-suited for organizations that have clients who periodically or routinely need to access historical data or documents. The product also offers an exceptionally effective tool to engage with customers around support/service issues and the entire Case management functionality built into the Salesforce platform. The product might be less well-suited in environments where there is exceptionally high staff turnover within customer accounts, or where there is a substantial lack of very basic computer skills.

Jason Guinn

Chief Financial Officer in Finance and Accounting at Clinical Management Concepts, Inc. (Pharmaceuticals, 51-200 employees)

Vetted Review

3 years of experience

View profile

The right tool for your customers behalf.

Rating: 9 out of 10

Incentivized

November 19, 2019

Use Cases and Deployment Scope

Salesforce Community Cloud is being used by our whole organization in the way that this is a customer service oriented company, no matter what position you're in. The frontlines of the customer service experience are used by our representatives to communicate and receive feedback/help from our users. This is done by using Salesforce. Not by just the minute simple tasks, but by allowing a simple email to be used by anyone to share each experience used by our service, Salesforce allows the Customer Service department to outreach these issues/praises into other departments to further reach our companies peak potential.

Pros

Salesforce provides a good user experience that's potentially customizable to fit the customer service needs mold (upon review).
The recording of incoming emails is really helpful in letting the business know how to organize the priority of people on the call floor for our company.
The connectivity that this program has with other programs (Slack, Talkdesk).

Cons

It'd be nice to have a generic email be sent out that represents what was being dialogued with the CX instead of the generic, "you haven't responded in a while" email.
Sometimes the macros don't work or are buggy and can take a multitude of attempts to make it work.
The case merging system works only about a guesstimated 75% of the time for me.

Likelihood to Recommend

Well suited in addressing tech glitches and wiring them to the appropriate department to get such scenarios fixed. I think that everything is appropriate for salesforce to be used for our account.

Sean Wallenburg

Team Lead in Customer Service at Spothero (Automotive, 51-200 employees)

Vetted Review

1 year of experience

Salesforce for a Large Apparel Sales Organization

Rating: 8 out of 10

Incentivized

October 17, 2019

Use Cases and Deployment Scope

Salesforce is a system we use as a sales organization which helps our base stay organized when we have thousands of different accounts we service daily. The problems it solves vary from being able to put our accounts in a hierarchy for optimal organization, putting in follow-ups so we can keep track of our customers and it also syncs with our chat system which is an awesome integration!

Pros

Tracks and allows follow-ups.
Makes it easy to use from any location.
Syncs with Outlook so your emails are automatically logged to the accounts.

Cons

Deleting accounts but I believe this is a permissions fix.

Likelihood to Recommend

Well suited for cross-communication from Rep to Rep when dealing with a high traffic industry.

Verified User

Manager in Sales (Apparel & Fashion company, 501-1000 employees)

Vetted Review

4 years of experience

Salesforce Community a robust and future forward platform

Rating: 8 out of 10

Incentivized

July 6, 2019

Use Cases and Deployment Scope

Our team uses The Community cloud to facilitate a customer portal to allow users for self-service access. We've built in integrations and components that make this more user-friendly and allows the users to have access to a lot of their information around the clock to have proper planning and increase productivity.

Pros

Lightning is a robust and forward development platform.
Access to Salesforce and objects are simple and quick.
The speed to developing and deploying are very streamlined.

Cons

The development stack requires a decent amount of experience.
The guide rails for system limits would be a little better if shared with development.
Known issues are not shared as often, unless a problem is presented.

Likelihood to Recommend

If you need to spin up a site for collaboration or information for your current Salesforce user base, then communities is the best option, as it allows easy access. It also allows quick spin up of components and development of new functionality that may not be out of the box with regular updates.

Verified User

Manager in Information Technology (Consumer Goods company, 10,001+ employees)

Vetted Review

3 years of experience

Great Solution for Interaction with Customers and Within the Company

Rating: 9 out of 10

Incentivized

January 17, 2019

Use Cases and Deployment Scope

We use it to allow members to communicate with each other regarding upcoming events, current topics and develop future ideas. It allows our large user base the ability to interact with each other and increases their engagement and gives them more incentive to repeatedly visit our website and live the brand. We also use it internally to manage issues and maintain customer satisfaction within the call center and other departments. It facilitates issue management and communication across different teams in the organization.

Pros

It has a lot of features baked in that are ready to go out of the box which should satisfy most use cases.
It can be relatively easily customized to meet the individual needs of a company without giving too much ability to poorly build it.
Integrates well with the rest of an existing Salesforce org if you have one.
Users will already be familiar with the UI if they're using Salesforce for other reasons.

Cons

You need to build Visualforce pages for any functionality beyond the very standard stuff.
It doesn't have any "forum" style capability out of the box which is what we were looking to create.
Depending on how you want to use it, it could require a lot of extra user licenses which can cost money.
The cost of running community cloud when you consider where you want to grow the community could quickly grow.

Likelihood to Recommend

I think for most business Community Cloud serves a great purpose. You can use it for clients on an external-facing level for them to interact with each other and your business. It can also be used internally for employees to communicate with each other about records in Salesforce which really promotes living in the system and a real ecosystem feel rather than hopping around to chat or email. It is a great system of record too since those conversations are captured.

Verified User

Project Manager in Marketing (Automotive company, 5001-10,000 employees)

Vetted Review

3 years of experience

Salesforce Community Cloud brings your Team together!

Rating: 9 out of 10

Incentivized

February 6, 2018

Use Cases and Deployment Scope

Salesforce Community Cloud is currently being used by our service team members. We are building our information knowledge base within the Salesforce Community Cloud to offer our service teams with immediate access to common answers.

Pros

Salesforce Community Cloud is very easy to navigate and find information quickly.
Salesforce Community Cloud offers a nice UI that is easy to set up and customize.
Salesforce Community Cloud offers integration within the Service Cloud so agents can access information easily.

Cons

Salesforce Community Cloud has met all of our needs and use cases, so far.

Likelihood to Recommend

Salesforce Community Cloud is well suited for use within any organization where general information needs to be stored and easily accessed across many users. It may not be as well suited for organizations that do more customized support that is unique and needs to be handled by a specialist on a case-by-case basis.

Verified User

Analyst in Information Technology (Apparel & Fashion company, 201-500 employees)

Vetted Review

1 year of experience

Community Cloud adopter

Rating: 9 out of 10

Incentivized

February 1, 2018

Use Cases and Deployment Scope

Salesforce Cloud is being used as a repository of industry information including competition and things our sales reps are hearing from the field. It allows folks to input whatever information is relevant and top of mind in our space.

Pros

Keeps our employees current in industry trends
Allows feedback and records of competitive information

Cons

none

Likelihood to Recommend

Very well suited for companies that have a large field sales team; companies with several competitors; suited in an industry that is always changing

Eric Yen

Director of Marketing in Marketing at Shield Healthcare (Medical Devices, 201-500 employees)

Vetted Review

4 years of experience

View profile

Salesforce Communities will help create a collaborative online community.

Rating: 7 out of 10

Incentivized

March 30, 2017

Use Cases and Deployment Scope

It allows us to collaborate and connect with our customers and employees. We have built a community for which all our employees and vendors can communicate and share new ideas. It allows our employees to find the info that they need to help keep them engaged and productive at their respective positions.

Pros

Collaboration is great because it allows your workforce and vendors to come together and grow with new ideas.
It allows us to provide outstanding customer service. It really aids in solving complex issues.
It is accessible almost anywhere, as there is a mobile app which can be utilized.

Cons

I would like to see an easier way to enable product branding and customization of the community.
The ability to share data is a bit behind the times. Especially with a mobile app, sharing should and could be easier.
Reports generation is good, but needs to be a bit more customized per company needs.

Likelihood to Recommend

Salesforce Communities is well suited for our environment because it allows a nice way for our employees and vendors to interact with each other. It allows them to share ideas and help grow our brand. It is also nice that we can then compile this information and create new products to distribute to our sales force for them to sell.

Verified User

Administrator in Information Technology (Consumer Goods company, 10,001+ employees)

Vetted Review

1 year of experience