Agentforce Commerce

Salesforce Commerce Cloud 's main use case is D2C and B2C, focusing on direct-to-customers. Salesforce Commerce Cloud 's architecture is very effective for our channel partners, providing them a good platform. However, we are not using the native commerce mobile app but the generic web-based one.

One of the most valuable features in Salesforce Commerce Cloud is that it helps me avoid storing credit card information, with a vault function taken care of. Salesforce  provides this vault feature, enabling me to bill my D2C customers directly and also feeding data into my Marketing Cloud and Services Cloud.

For visibility features in Salesforce Commerce Cloud, I might need to schedule a separate meeting as I can only share certain levels of information. Experience-wise, it is very good; the platform helps identify promotional opportunities and integrates well with Salesforce 's Trade Promotion Management.

The main benefits Salesforce Commerce Cloud provides are significant process improvements. If we did not have it, I would need to establish a separate D2C portal such as Magento  Commerce and integrate with Salesforce for some data. Having Salesforce Commerce Cloud is essential as it integrates very quickly and is part of the entire ecosystem.

If Salesforce Commerce Cloud could incorporate features such as Product Data Management and Customer Data Platform internally, it would benefit large customers such as us, reducing reliance on multiple third-party products.

I started working with Salesforce Commerce Cloud in 2019.

I rate the stability of Salesforce Commerce Cloud between nine and ten, as it tends to be stable despite occasional issues typical of SaaS products.

I would rate the scalability of Salesforce Commerce Cloud as a nine because it offers plug-and-play solutions, enabling faster rollouts in different countries.

My experience with technical support from Salesforce is mixed; they are available but sometimes not as responsive when issues arise, leading to longer wait times unless I subscribe to higher-level support.

Integration with Salesforce environment is achieved using MuleSoft, which is a Salesforce product.

We are not using Salesforce's content management tool; instead, we use a different product called Aprimo  for managing our content. Aprimo  integrates with Salesforce Commerce Cloud.

Salesforce Commerce Cloud's initial setup is very easy and simple; if your sales process is clear, implementation can be done in less than thirty days.

Salesforce Commerce Cloud faces competition from ServiceNow  with its latest features, and products such as Zoho CRM  and Zoho Marketplace also present strong competition, though Salesforce still leads. Commercially, they also offer very competitive pricing.

Integration with Salesforce environment is achieved using MuleSoft, which is a Salesforce product.

We are not using Salesforce's content management tool; instead, we use a different product called Aprimo for managing our content.

Zscaler is our VPN, providing extended network capabilities instead of using the Cisco VPN client we relied on earlier.

I tried Salesforce's Einstein AI-driven personalization feature, but we did not find it very effective, so we created our own platform for GenAI and a conversational bot. We use our product to extract data from Salesforce into our Data Cloud .

I would rate this review an eight overall.

I mainly work with Salesforce Commerce Cloud, Service Cloud, Sales Cloud, and Consumer Goods Cloud.

I currently use and oversee the implementation of AI features from Salesforce for customer engagement.

I automate some marketing and operation tasks through the Salesforce Commerce Cloud.

The main functionality I find valuable in Salesforce Commerce Cloud is the fact that it shares the same database as Service and Sales Cloud, which allows me to develop more quickly in terms of integration, because I already have all the accounts, contacts, leads, sales, and invoice data already on one platform, so I don't need to have many more integrations if I already have Salesforce as the core.

Both the multi-currency and multi-language capabilities of Salesforce Commerce Cloud are useful for me.

The main benefits that Salesforce provides for me are simplification of the operation and also saving effort and time.

One of the main points for improvement right now is still the user interface, the front end of Salesforce, because I only have one layout theme, which is the main B2B Commerce layout, while different vendors and competitors have multiple themes to choose from when implementing an e-commerce portal, so this is one of the main pain points for me.

They need to improve the quality of the support.

In the last few years, the inventory management features of Salesforce Commerce Cloud were not useful for me because the software was not ready, but it has become more useful, although I don't have a project right now involving inventory management.

I don't have any thoughts on functionality suggestions for Salesforce on what they can add to the product.

I would rate the pricing as a three, where one is a high price and ten is a low price.

On a scale of one to ten, I would give Salesforce Commerce Cloud an overall rating of eight.

My use case is to register opportunities to store proposals and to support the sales life cycle.

One of the most valuable features of Salesforce Commerce Cloud  is that we are in a transition, aiming to improve our KPIs from our sales team. This is one of my current challenges to register the leads in an easy way. Until now, I had an Excel file, and only when the lead is converted into a real opportunity, which means when the client asks me for a proposal, I jump from Excel to Salesforce Commerce Cloud . We wanted to be more professional in this point and to register the leads in Salesforce Commerce Cloud.

I need to understand how to do it in an easy way. Four years ago, we linked Salesforce Commerce Cloud with Outlook, and this was a nightmare because a contact in 20 opportunities is a common scenario. We have some services that are recurrent services, and the client asks us for a proposal for each quarter. We are renewing quarter by quarter, and after three years, you have 12 proposals only for that team. We have several teams because we work with big clients.

What happened in my Outlook and mobile phone was that the same contact appeared 12 times. This issue might be resolved now, but we switched off due to problems when I tried to send emails to personal accounts. They mixed with so many records, creating big confusion between the names and emails, putting emails for person B in the record of person A. This was truly problematic. Nevertheless, we now have a mobile app from Salesforce Commerce Cloud, and I will try to find an easy way to input that part.

I need to learn what the main advantages and improvements from Salesforce Commerce Cloud are. I would like to see some additional functions which can make my life easier with that product.

The main problem is that I have some colleagues complaining about phone call registration. If I make a phone call to a client, it is not easy to register that I did the phone call at that specific time. I know this functionality exists, but it would be more effective with call center system integration. We are senior sales representatives, and we use our mobile phones to make calls and follow-ups.

I believe that to take advantage of this, I need to have discipline, a daily booked slot in my calendar that states during this period, I do phone calls. I need the laptop in front of me to register using the keyboard. It is not straightforward—it is a challenge to do that. The advantage is that we need that structure so that we have a more professional sales team. If I know that for each 100 proposals I put forward, I convert 50% of them, then to achieve those 100 proposals, I need to make 500 contacts. We do not have those metrics, but we need them. Only with this information can I have a commercial team, a sales team that does what needs to be done to achieve our goals; otherwise, it is guesswork.

I have been working with Salesforce Commerce Cloud for four years.

I would rate the stability of Salesforce Commerce Cloud as nine out of ten.

I believe we are not a big team, with 20 people, but I would rate the ability to scale as nine out of ten.

I do not have visibility on the technical support from Salesforce Commerce Cloud, but I believe it is good as I have not heard anyone complaining about the support.

I can compare Salesforce Commerce Cloud with Dynamics from Microsoft, which we used before.

The initial setup process for Salesforce Commerce Cloud, in my experience, was quite simple, completed by one of my colleagues because we are a Salesforce  partner and we implement Salesforce  solutions as well. From my recollection, this was quite simple—one person spent two to three weeks setting up, configuring, and creating the dashboards we wanted. However, we have maintained continuous updating since then.

I believe Salesforce Commerce Cloud is better than Microsoft; it is a more comprehensive solution. Even with the problems I mentioned, we have a very customizable solution. It is very easy to customize and create different views and different fields.

I personally use Salesforce Commerce Cloud. It is totally cloud-based deployment. I would rate this solution seven out of ten.

We have multiple lines of business, such as supply chain and order to cash processes. We try to create business intelligence out of the data we collect, measuring metrics like average order volume, lifetime value of the customer, how many leads we have, percentage conversion, and lead density in specific geographic locations.

Salesforce Commerce Cloud  is used for retail operations like merchandising, product creation, discounts, and integrating with third-party systems for payments and reviews.

Salesforce Commerce Cloud  offers effective architecture, ease of integration with third-party systems, and environments to test web store functionalities. Users can manage the site independently with the administration panel and benefit from features like easy marketing submissions, discount codes, and integration with Apple Pay  and Bazaarvoice for reviews.

The platform is also robust, with managed infrastructure by Salesforce .

The extensibility of end-to-end lifecycle management for an order can be enhanced. Salesforce Commerce Cloud should integrate more seamlessly with various systems, providing full order tracking from entry to delivery. Improving robustness in communication with diverse systems is essential, as not all companies use Salesforce  ecosystems.

I have been working with Salesforce Commerce Cloud for three years.

Salesforce Commerce Cloud is a stable platform, with outages typically due to underlying infrastructure or human error. It remains dependable through regular product updates and supports scalability across different regions.

Salesforce Commerce Cloud is highly scalable, allowing horizontal scaling with additional servers for expanded business regions. The platform is managed by Salesforce, ensuring uptime and accommodating volume spikes during high-traffic periods. Flexibility in scaling supports a seamless extension of business operations globally.

I rate the technical support at an eight out of ten. Salesforce offers models with different levels of service through their standard, premier, or signature support subscriptions. The customer service facilitates expedient resolution times and maintains effective support.

Before Salesforce Commerce Cloud, I did not use another solution. Although I considered Shopify , it was not implemented.

I would rate the initial setup a seven out of ten. It requires technological understanding and knowledge of Salesforce’s architecture. Clear business requirements and storefront setup guidelines are critical for a smooth implementation, typically taking one to one and a half quarters, or two to three quarters for highly customized deployments.

The implementation involves a scrum team, potentially more if there are many customizations. The team should include around five people, focusing on deployments and customizations, to ensure a seamless process.

As a system integrator, I am not privy to the client's ROI benefits and cannot quantify it, as it is generally business-driven. The ROI for businesses would depend on faster implementation and market reach.

I am not involved in the pricing or licensing details, so I cannot provide specific insights into the setup costs.

We did not evaluate other solutions aside from Salesforce Commerce Cloud, though I had an interest in Shopify .

For those implementing Salesforce Commerce Cloud, it is crucial to have clear business goals and process documentation. Ensure active business involvement and support, with a sponsor vested in the project's success. This clarity helps achieve quicker go-live timelines and improves ROI.

I'd rate the solution eight out of ten.

I work on various projects implemented and managed for many retailers, ranging from luxury to classic products. Therefore, I handle projects of significant scale, ranging from half a million to two million in scope. We engage in a variety of business cases with different teams.

Commerce Cloud has a comprehensive nature, encompassing both production infrastructure and user-friendly tools that enhance daily operational efficiency and provide extensive experience and solutions.

Clients benefit from robust infrastructure with Salesforce Commerce Cloud, ensuring seamless performance even during peak activities like Black Friday. This stability eliminates pain points and boosts revenue through personalized customer experience and integrated solutions that replace advertising fees.

Salesforce Commerce Cloud is quite robust and can do many functions. The solution enables extensive personalization. It provides accelerators tailored to your website, simplifying deployment. It seamlessly integrates with other solutions, facilitating data integration. With Salesforce alone, you can achieve comprehensive capabilities without needing additional solutions.

The back office of Salesforce could be more user-friendly.

I have been using Salesforce Commerce Cloud as a system integrator for seven years.

Support is good.

The initial setup can be complex.

The license costs between 50-100K per year, which is more expensive than competitors' licenses. The enterprise license cost ranges between two hundred thousand and one million dollars based on the project's GMV. It charges a fee of one to three percent of the revenue.

Integration depends on how you build your website. It can become complex if you make many customizations to meet customer needs. However, if you adhere to best practices, integration will be straightforward.

You can integrate data from these solutions with Salesforce Commerce, Tableau, Slack, and other platforms, making these actions more interactive. If you want to integrate Commerce Cloud with other systems, you can integrate it with ERP systems, CRM systems, or other third-party applications. You can also use Commerce Cloud on its own. Additionally, you can integrate it with Shopify, although Shopify is a smaller platform.

I recommend the solution.

Overall, I rate the solution an eight out of ten.