What is our primary use case?
We use it in several ways. Salesforce can function as an identity provider. For example, if you have your own portal hosted on a different web technology, you can use Salesforce Identity to centralize user authentication.
We've implemented this for fashion brands, websites, and various mid-to-single-sized companies – primarily in the B2C domain.
How has it helped my organization?
The single sign-on feature of Salesforce Identity enhances our organization's security posture overall.
For example, I recently implemented Identity for a fashion brand in Canada. They were using GitGuard before. From my experience, I saw a lot of complexities with GitGuard, especially when developing core integrations.
Salesforce Identity was much easier. We replaced it in a month which took them six months to build. It saves time, and it's very secure. You need permissions for any operation, and data is protected when switching between apps.
Salesforce Identity supports compliance with data protection and privacy regulations. Salesforce adheres to the data privacy regulations of each region. The data is always encrypted, and their security is very strong. Even with access, you can't break into the system due to their security settings. It definitely obeys regulations regarding data security.
What is most valuable?
The most valuable aspect is that it gives you everything within Salesforce. You don't need to go outside the platform for anything, from lead generation to post-sale support.
We have the entire lifecycle of the process.
It's quite easy for a beginner to learn and use. Salesforce offers free tutorials and courses online – check out their Trailhead website. It guides you step-by-step, from what Salesforce is, all the way up to becoming an administrator or developer. All the training materials are available, so if someone wants to learn, the resources are there.
What needs improvement?
Salesforce could make it more user-friendly and easier to implement. Currently, there's a lot of coding and technical work required. I would appreciate a more plug-and-play approach where you could set it up without needing a dedicated technical person.
Another area of improvement is customer service and support. The support we receive isn't always the best at providing solutions to problems.
For how long have I used the solution?
I have been using this product for almost ten years now.
When it comes to Salesforce, I have experience with all of it, including identity management, Marketing Cloud, Sales Cloud, and the entire CRM end-to-end.When it comes to Salesforce, I
What do I think about the stability of the solution?
It's stable. In the early days, the support was somewhat lacking, but it has improved.
What do I think about the scalability of the solution?
There are around 200 people in my organization, and all of them use Salesforce for different purposes. HR uses it for their own tasks, and so on. Everyone uses Salesforce in some capacity.
How are customer service and support?
The product itself is in a strong position, but I've noticed a decline in customer service quality over the past six months. They seem focused on growth, and we don't get the same expert-level support as before.
Sometimes, you need to pay extra or escalate issues to get proper resolution. Their SLAs aren't as good as they used to be.
How was the initial setup?
It's on the cloud. Specifically, the Salesforce cloud. Salesforce has its own cloud.
What other advice do I have?
I'd recommend Salesforce for larger products where you really need a robust CRM. It's expensive, so for smaller websites or products, it might not be the most cost-effective solution.
It's best suited for enterprises – starting from mid-scale and going up.
Overall, I would rate the solution a seven out of ten. There's still room for improvement, mainly in making it more user-friendly for non-technical people.
*Disclosure: My company has a business relationship with this vendor other than being a customer: customer/partner