Salesforce Platform Customer Service and Support

KrishnaKumar10 - PeerSpot reviewer
Director at Cyient Limited

I rate Salesforce Platform's technical support a ten out of ten.

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ST
Vice President at a healthcare company with 10,001+ employees

We ended up getting premium support. Due to the fact that it was a critical environment, the call centers, we ended up getting the premium support that was built into the package that we provided. We did get the higher level, higher SLAs, to make sure that there was business-critical support.

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Emrah Uluisik - PeerSpot reviewer
Sales Manager at Destel Bilişim Çözümleri A.Ş.

I've never used technical support. I can't speak to how they are with clients who need help.

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Buyer's Guide
Salesforce Platform
March 2024
Learn what your peers think about Salesforce Platform. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.
Devaiss Mohanty - PeerSpot reviewer
Premium Services Sales- CX Professional Services at Cisco

I've never contacted technical support. I cannot speak to how helpful or responsive they are. 

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Karan-Singh - PeerSpot reviewer
Account Executive at Speak Ai

I haven't contacted the solution's technical support much. I rate the technical support a nine out of ten.

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Rahul Rupela - PeerSpot reviewer
Manager Strategy and Consulting at a computer software company with 201-500 employees

The support is very prompt. They do charge for it. 

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GD
Senior Manager Software Development at a comms service provider with 5,001-10,000 employees

We have occasionally reached out to technical support. They have been helpful. They are good. They can take a bit of time to respond, however. We have a premium account with them, and we have a decent SLA.

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Surcel Stefan - PeerSpot reviewer
Industrial & Land Consultant at Cushman Wakefield

Our experience with their customer support was very good. We had a few discussions in the beginning when we implemented the project, and they were very responsive. They helped us to put everything on track.

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AS
Senior Project Manager at freelancer

Since they are our partners, I cannot comment on my experience with their technical support. I rate the solution's technical support a seven out of ten.

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MuriloCosta - PeerSpot reviewer
Sales Director at Bornlogic

The technical support for the Salesforce Platform is pretty good.

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Mohamed Abd Kader - PeerSpot reviewer
Head of Enterprise Architecture at Mantrac Group

Technical support is okay. It's average. Their response times could be faster in terms of getting assistance to us. I'd rate it overall at a four out of five. Mostly we are happy with the level of support.

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NA
Marketing Communications Manager at a financial services firm with 1,001-5,000 employees

Technical support is not very responsive. 

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PeterQuigley - PeerSpot reviewer
Director of Sales at a tech vendor with 11-50 employees

Salesforce has excellent support. I have no complaints when it comes to their level of service. They do a great job of getting right back to you. 

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AY
Senior Solutions Architect at a financial services firm with 10,001+ employees

I haven't contacted the support yet. 

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SJ
Head of IT at a non-profit with 201-500 employees

Our third parties handle the technical support, and each one is different. Overall, they're all fairly good at what they do.

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AK
Digital transformation director at Medmark

I have a vendor on board, and whatever issues we might have they are my reference if I need something. I have not contacted Salesforce directly. 

I'm pushing people in my team to get certified to be administrators. They go on the Salesforce training on their website and they are doing their own training online. This is the only direct contact between my team and Salesforce directly.

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MZ
Sales Director at a comms service provider with 10,001+ employees

I personally have not contacted technical support.

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MK
Manager - Key Accounts at a computer software company with 10,001+ employees

I am a sales guy, and from my point of view, I never had any problem.

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KW
Director Multi-Disciplinary Oncology Enterprise Solutions at a healthcare company with 5,001-10,000 employees

The technical support is responsive. I don't personally call them, but they're very good about if you want to learn or receive additional training within the application. It's pretty good.

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DB
Sr. Enterprise Multi-Cloud Strategist at a computer software company with 201-500 employees

We have an internal technical resource that's able to assist on the Salesforce side. One of the things we've added recently is a button where you can essentially open a ticket for questions related to the use of Salesforce. In the past, I would reach out to our internal support team to help me build a report. Now, we simply have a request button that gets us to Salesforce.com support. I open the ticket and get a very quick response which is really great. 

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TM
Account Manager at a tech services company with 51-200 employees

I've signed up for difficult classes, and they've been Johnny-on-the-spot to help out and to see if there's anything else that they can do. Their customer service is top-notch.

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AbhisekPattojoshi - PeerSpot reviewer
Senior Manager Product Strategy at a security firm with 501-1,000 employees

I've been in touch with technical support and would give them a rating of nine out of ten. They are quite responsive. We've been very satisfied with their level of assistance.

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SaurabhSingh4 - PeerSpot reviewer
Data Analyst at Wespath Benefits and Investments

Einstein Discovery support was somewhat delayed. The response time could be faster. 

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AB
Associate Vice President at a consumer goods company with 201-500 employees

I don't think I have ever called technical support for an explanation or anything. At least not for the solution that we use for our sales staff who visit the markets. 

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MH
Account Executive at a tech vendor with 51-200 employees

I personally did not use the tech support at Salesforce. We had our own IT team.

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CM
Cybersecurity Technical Leader AWS - Google at a computer software company with 5,001-10,000 employees

I've never had to contact technical support. Therefore, I can't speak to how helpful or responsive they are. We have our own internal team that we would turn to if we ran into any problems. 

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MK
Vice President - Customer Success at a tech consulting company with 5,001-10,000 employees

The technical support team is called internal.

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Vishal Karanjkar - PeerSpot reviewer
Site Head - IOT NW Products & Solutions at Itron, Inc.

We have used the support and I have not heard anyone complaining about the level of support.

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JA
Head Of IT and Corporate Processes at a pharma/biotech company with 51-200 employees

Customer service responds very quickly, within a few minutes. They will respond with a solution within about three hours. 

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AL
Associate at Workvisory Services LLP

I've never contacted the Salesforce Platform technical support team because my company has a separate operations team in charge of getting support.

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RN
Managing Partner at a consultancy with 51-200 employees

My admin has used Salesforce technical support, and to my knowledge, everything has been very positive and very successful.

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GG
SVP, Senior Director, Platforms and Delivery at a financial services firm with 10,001+ employees

They have a model where there are a lot of user groups before you get into really calling them. We go through the sales channel and get assistance through that. We didn't really use the tech support itself that much. We kind of leveraged sales engineers to help us with things that we had questions about.

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KV
Practice Director at a computer software company with 201-500 employees

The technical support has been good. That said, likely the lead time to resolve issues can be a bit quicker. Definitely, they do a good job in correcting some of the problems that we face, however, the time it takes to resolve the problem can be quicker. They're okay overall.

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PC
Vice President of Sales at Pepperdata

We hire someone to maintain the solution for us and we use them for technical support. However, they might call Salesforce or tech support but I have not contacted technical support.

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AS
Business Line Manager at Thomson Reuters

Currently, we use our own services for technical support. If a team member from our support needs to contact them, they do.

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ED
President / COO / Chief Technology Advisor at DeKonsultere LLC
Customer Service:

Solid. No issues. They really try and work with you to ensure you know how/where/why you are using or not using all aspects of the platform. No, of course, they do this level of reporting to you so that you use more, but it's still good data to inform where you have opportunity to better leverage what you are already paying for.

Technical Support:

Very good. As usual, if you run into anything serious, escalate quickly. They have channels for escalating, so use them. Don't let your technical teams try to solve themselves for too long.

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RV
Quality Assurance Lead at a computer software company with 501-1,000 employees

As partners with Salesforce, we are dedicated and in touch with Salesforce all of the time.

The technical support is good.

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NW
Customer Success Director at CloudChomp

I have only used the online resources and found them to outdated sometimes. Our Salesforce admin takes care of all this now. 

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Pablo Lage - PeerSpot reviewer
Channel Sales Director at Quest Software

The technical support for this solution is very good.

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Luís Silva - PeerSpot reviewer
Chief Technical Lead at Human Code

The customer service team at Salesforce get the job done but they are not fast. The technical support could be improved. 

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AG
CEO Unicloud - OKTA Israel at Unicloud

We have not contacted them.

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Abhishek Gautam - PeerSpot reviewer
Principle Product Manager at a tech vendor with 5,001-10,000 employees

I have not used the support from Salesforce Platform.

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DB
Senior System Engineer at a tech services company with 51-200 employees

I have not used their tech support.

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LF
Commercial Manager at a computer software company with 1,001-5,000 employees

Technical support isn't something that you really need for day-to-day activities. We usually don't need that.

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TA
Solution Consultant at a tech services company with 1,001-5,000 employees

I haven't used technical support. We have our own first-line support for our company. I've never had to actually reach out to Salesforce themselves.

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LE
BG lead at a computer software company with 10,001+ employees

I have not used technical support. It is very stable, and most of the issues were at the user level. Therefore, I did not need any advanced technical support for this.

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LV
Client Manager at a tech services company with 1-10 employees

We have never had to use the Salesforce tech support. 

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JV
Coordinator of Billing Process at a insurance company with 201-500 employees

I haven't used technical support just yet. I wouldn't be able to speak to their level of service at all.

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EE
Unemployed

In general, we would log calls into our company technical support for issues, and then they would escalate it as needed to the Salesforce team.

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it_user149529 - PeerSpot reviewer
Salesforce certified system admin at a cloud provider with 51-200 employees

I have never needed technical support from the App Cloud team, but my experience with the broader Salesforce technical support team has been outstanding.

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Luís Silva - PeerSpot reviewer
Chief Technical Lead at Human Code

All problems solve within a reasonable timeframe. Best support comes from the community which is great.

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SA
Netsuite Specialist at a recreational facilities/services company with 5,001-10,000 employees
Customer Service:

A three out of 10.

Technical Support:

A two out of 10.

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HK
Process Specialist - Operational Excellence at a government with 51-200 employees

The technical support has been fine.

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FM
Consultant at a tech services company with 1-10 employees

The technical support is very good and they respond very fast.

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DD
AWS North America Alliance Lead at a computer software company with 501-1,000 employees

I have not contacted their technical support.

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JL
Enterprise Solutions Architect at a tech vendor with 501-1,000 employees

I haven't had the opportunity to reach out to technical support just yet. There hasn't been a need. Therefore, I can't speak to how knowledgable or responsive they are. 

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it_user344043 - PeerSpot reviewer
Managing Director at a tech vendor with 10,001+ employees

Six out of 10.

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PK
Architect

Their technical support is very good.

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SG
Lead at Aligned Automation

I think the response time could be improved. We generally wait 24-48 hours for a response, which is quite a long time. 

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SM
Chief Commercial Officer at a non-profit with 51-200 employees

I have not used technical support.

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Founder at a tech services company with 1-10 employees

I have never contacted them. Our IT guys contact them.

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Buyer's Guide
Salesforce Platform
March 2024
Learn what your peers think about Salesforce Platform. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
765,386 professionals have used our research since 2012.