Every aspect of the product has great security boundaries. As per my view, this is the greatest way to maintain a application.
- Case Management
- Providing support for our issues by raising a case
- Case handling process by their support team is very nice of course, sometimes there is a delay
- We have worked on it in two of our projects
Integration with social media sites such as Facebook and Twitter
Nowadays, social networking is more popular, so, it is a nice feature to be able to respond to our customers through Facebook and/or Twitter
Service contracts and Entitlement Management
- Agreements between customers and organization. This is one of the best features provided by Salesforce.
- We can track agreement information, such as the warranty, easily before providing our support.
- We know whether the customer is eligible for support or not in advance.
- This is also one of the best features provided by Salesforce, which I like most.
- We can get support without raising a case by looking in detail at the explanation about the issues using the KB articles.
- Total article management cycle is well established. (Create-Assign-Publish/Schedule-Update-Archive-Delete)
Rating the articles is very helpful as it helps determine which articles are very useful.
- By maintaining the data categories we can categorize the articles easily.
Live Agent capability
This is very useful application for connecting to our customers or website visitors through web-chat.
Communities and Portal Management
This is also a good feature provided by Salesforce to collaborate with outside people.
It's third-party computer-telephony integration (CTI) system is helpful in maintaining a CRM call center application in Salesforce
Some areas which needs to be improved are:
- Most of the applications are third party applications which we have to install through App-Exchange (some are paid ones).
- Most of the features we have to enable by contacting the Salesforce support team (I don't know why).
- It would be great it we have more out of the box functionalities, meaning less code yet more customization.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Nov 10 2015