Technical support is very good. Tech support comes based on the type of edition that you're using. If you are a premier customer, you have thousands of users and licenses. If yours is the unlimited edition, you will have the A-plus support. If anything comes up, the resolution time is one hour. It goes down based on the type of edition, the type of support package that you have with Salesforce. Overall, it's good. If anything is down in production, they address it within eight hours.

The solution's technical support is poor. Technical support depends on the package a user has taken from Salesforce. The tool has separate technical support packages, such as premium, gold, and some other options. The support one receives depends on the type of support package purchased.

I rate the technical support a seven out of ten.

Technical support is very supportive and responds quickly and resolves your concerns. Most of the issues are not because of Salesforce, most concerns are because on the developer side or because of limitations due to a cloud based multi-tenant environment. 

We have our in-house team at the moment that deals with the partners, but when I was more technically involved in the implementation of the product, I dealt with customer support. As long as you are subscribed to the relevant type of support, it's excellent. It's global, and if you have 24/7 coverage, you get premium 24/7 coverage. It just depends on what type of subscription you have.

Whenever we encounter issues or have questions regarding the product, we contact their support team by creating a ticket. They are always ready to assist us. 

I've dealt with technical support. They were good. They were on the better side. Nobody's perfect, however, they were pretty knowledgeable.

Our teams in the head office that manages the entire system may need to escalate an issue based on the request of a country. In this case, they will contact Salesforce Sales Cloud who will advise on what to do.

I did use technical support in the past. They walked the talk on CRM. They're one of the companies that eats their own dog food. They're super knowledgeable with the support that was clearly ahead of the game. Whoever I called could quickly pull up my account and know who I was and what my company was. They were using a lot of their own business intelligence and things in the back end.

Overall, I was impressed with the level of support.

The support from Salesforce Sales Cloud is very helpful.

We've been in contact with technical support multiple times. They're very responsive and it seems we get an immediate response back from the technical team. In the case where the issues has not been resolved from the lower level, they escalate it to the technical team. I would say they say the technical support process is quite good. But for that too, there is a package I think needs to be bought for high-end technical support. For regular users, there is a certain level of technical support that Salesforce offers, and then if you need more, we need to have an engagement for that.

They were good, and they helped me through my issues.

Technical support is wonderful. When we open an issue, they call us and solve it well. We don't have any problems.

We sometimes need to contact support and for most customers, it's beneficial for them to have premise support because you do get a quicker response for resolution. You do have to ring them sometimes in order to get features enabled but once you're part of a consulting firm, you rarely need to contact them because you can generally resolve the problems with internal expertise.

The support for this solution is good. If you have an enterprise account, you get access to really good support.

The technical support is fine.

If you have a problem, you can open a case with Salesforce. They give it a status, like high, low, or medium. If it takes a bit of time, maybe it's linked to the fact that your case is not crystal clear. If they don't do anything after a while or if you haven't heard back from them, then you can escalate the case.
Of course all is linked to your service contract and SLAs.

Technical support has been pretty helpful, in those rare cases I actually use it. During my previous experience, which was also connected with Salesforce, we had some strange cases escalated to Salesforce, and the answer was, okay, we will fix this in one of our upcoming releases. But that was a matter of half a year, and we had a business stopping issue. But after a certain escalation, we actually managed to do this fix earlier. However, we expected it to be faster.

The support is good from Salesforce Sales Cloud.

I have not interacted with their technical support.

I have been satisfied with the technical support of Salesforce Sales Cloud.

Salesforce relies heavily on their Community to do the work of support/customer service and it has paid big for them. I am usually headed to the Power of Us Hub or the Salesforce Community before I pick up a phone to call support. Overall, that experience is far more positive than trying to contact support. In the rare instances where I have had to call support, they are responsive – but beware of the additional costs for the ‘Premium’ support packages.

Never called customer service.

I've had insufficient engagement with technical support to comment.

It really depends. The free customer service isn’t so useful, but that is mitigated by the huge number of consultants, YouTube videos, and KB articles. These resources are just a different level of magnitude than for any other similar product. If you pay for tech support and additional customer service, I believe that the experience is better, but I don’t have direct experience with that.

The free tech support is really only useful for pretty basic stuff. They get the job done, but it isn’t any fun. It would be nice if they would consent to fix things via email instead of phone calls.

The customer service was good.

The technical support was good.

The customer service team respond really quickly. I would rate their support a five out of five. 

The FAQs are helpful, and the technical support team is very efficient and capable of handling all your questions instantaneously. 

Also, the help that I got during the initial stage is where Salesforce stands out completely. They are not about email, chat, or phone. They are present throughout your entire journey.

I'm a massive fan of the Salesforce technical support team and would give them a ten out of ten.

The customer service for the solution is good. You can log cases, but the one thing you have with Salesforce, you will not have the same maintenance quality. If you pay a lot, you will have the best support. If you pay less, your support will be maybe not that efficient as another customer. But overall, it's nice.

Salesforce will give you an answer. The time for the answer will depend on how much you paid to Salesforce.

They're fairly responsive. They usually respond within half a day. They send the details or instructions about how to resolve an issue. If it's something that belongs to a future release, they redirect us to the post mentioning that.

I have used the support from Salesforce and I am satisfied.

I am a Salesforce certified administrator and Salesforce Certified Developer.

I contacted Salesforce in my previous role and I had a really good experience. Whenever you create a case, they get back to you quite quickly a lot of the time. I previously communicated with the account executive of Salesforce and they were very helpful with their processes. If they can't help us directly, they're more than happy to lead us in the right direction. So far, it's been a great experience. 

I did not contact their support.

Salesforce is such a large company, they have three feature releases a year. They're constantly addressing issues. However, their responsiveness could be better at times. I do not have many complaints and they have very good customer service when we developers need it.

Overall the support is very good. The responsiveness can vary, but nothing that has displeased me and they will always see the job through. They're very dedicated to filling those types of quotas. They can be very responsive when a case has been open for a while.

The delays we faced are more of a corporate issue, but if you contact them individually, you receive much better service.

Premier support has always been incredibly helpful when solving problems.

However, the true benefit of the salesforce community comes from the helpful users that are constantly contributing to the Salesforce support forums.

You’re usually always a quick Google search away from advice to solving a problem.

I have not contacted support. Our company has its own support.

We have premier support and it is very good. Whenever we hit roadblocks, we do reach out to the support and they're very cooperative.

I would rate the technical support of Salesforce Sales Cloud a four out of five.

The standard Salesforce.com support process is very good. They also have a premier support option which provides a very quick response time. In addition to this, the community of users are extremely helpful and supportive to one another and using the success.salesforce.com website, you're always guaranteed someone will be able to help you out.

This is not applicable to us. However, the back-to-back support from Salesforce has been pretty good.

I would rate them 7 out of 10.

I would rate them 6 out of 10.

We have not needed to contact customer service and support. 

I have not contacted technical support.

I'm very satisfied with the technical support.

I have not had occasion to contact technical support. 

It has been excellent the few times I've had to use either customer service or technical support. For most issues I come across I use the forums which are excellent!

Salesforce's technical support could be improved.

Excellent and that's the regular support not premium level. Support staff are always helpful polite and do not close a case until the customer smiles.

Excellent

It's outstanding.

It's outstanding on standard support plus they off premier support.

I have not contacted technical support.

A six out of 10.

A six out of 10.

Premier support costs a lot of money and oftentimes they do not have better information than a good admin could find out on their own. It is great for someone new to Salesforce without an experienced admin to turn to for support.

The technical support is the one area that Salesforce needs the most improvement. They are slow to respond, and in many cases you don’t get the help you need. There are different levels of support based on the license agreement, so make sure you know what you are getting, but don’t expect fast results except for the most basic questions.

We are not very satisfied with technical support. You have to go through these gateways, and sometimes the support will respond, and sometimes they don't respond at all. It's all depending on if you're a paid subscriber to the support or not. If you are not, then they won't respond. It's lacking. If we bought the service, they should want to help us, and yet the way it's set up, that's not the case at all.

Overall, I'd rate the technical support at a six out of ten.

Salesforce provides various levels of technical support for different types of customers based on the version they have purchased.

The technical support team is very cooperative, and I'm satisfied with their service.

5/10.

5/10.

I'd give it an A - perfectly satisfied

I'd give it an A

10/10

10/10

Salesforce customer service is efficient.

Salesforce technical support is efficient.

Customer service is nice.

They sometimes have problems with finding the root cause of an issue.

Our administration team handles that. I never needed support from them.

I haven't interacted with them. It is usually handled internally.

We haven't needed to use support as we have a specialised partner.