Zoom

This integration has improved, but still has bugs related to linking SMS to records in SF

I've implemented this for a few clients over the years. It used to be flat out awful, but so are most integrated phone packages on the app exchange. It now consistently works well for logging phone calls back to appropriate SF records, and allowing for calls made outside of SF to be linked back to records in the CRM after the fact is a really great feature most phone options on the app exchange are lacking. However, the SMS linking to records in SF is spotty. Sometimes this works like a charm, other times the SMS messages never show up in Salesforce for reasons we do not understand.

Easy setup and use. Zoom/SF for the Win.

Click to dial, Screen pop, dispositions this has everything I need. With Zoom I have the option of working out of the Salesforce integration or pulling from SF and other data points into the Zoom App. Flexibility, choice and fully agnostic allows me to work exactly how I would like. "It just Works"

Zoom Phone integration is simple and feature rich

Call information, SMS, and recordings all being part of the call task is incredibly helpful.

Just as bad as the review say it is

I have tried to install and get this application to work - thinking "It can't be that bad..." Well, it absolutely is. This app/integration seriously needs to be re-worked, re-documented, and re-released.

Better than nothing... barely

The Zoom app in Salesforce allows me to click-to-dial from Salesforce using our Zoom Phone. The Zoom 'softphone' in SF is functionally useless. It does not log calls consistently (or at all any more) and is a prickly beast to set up and install. Meeting sync no longer functions (had a Zoom call with a client yesterday that is not logged on the account record). If you use Salesforce and are considering Zoom for phone/meetings, DO NOT include this integration in your planning/calculations. It is functionally useless. I love SF and we're very happy with Zoom, but the integration leaves much (everything) to be desired.

Half-baked App sort of sometimes works; Phone and Call Center mostly works

Building on Salesforce is a massive pain, and as an app developer, I am accustomed to all the frustrations. Zoom is a rather large player in the VOIP/video meeting world, and they really need to put more money into the development teams for these integration apps. Salesforce is a huge platform itself, and when you have an app from Zoom not playing well with Salesforce, it makes the whole experience unfriendly. We have been using both Meetings and Phone from Zoom, and while Call Center was set up with relative ease, Meetings has been anything but. Multiple page layout edits that are not intuitive, cloning permission sets, and if you want to sync with Google Calendar? Good luck. The documentation is not clear, and even seems to require that you share your Google Cloud API, client and secret keys with all the users who need to set this up independently (SERIOUSLY?!?!). This should be a per-org setting, not a per-user setting. My users are not going to want to copy this information just to get it appearing on their Google Calendar. Call Center seems to be okay, but it doesn't feel enterprise-level. It feels, much like a lot of Salesforce apps, like a half-baked product that is shoe-horned in to the Salesforce platform. It's not intuitive and users frequently get frustrated trying to record calls (or find that recording after the fact). Once you have an agreement with Zoom, you'll often find support non-existent. They got their money, they don't seem concerned with providing a support team to handle setup and troubleshooting issues.

Sync doesn't consistently work.

Anyone know how to get the call logging to sync consistently to the related contact? Ran a few test and I can't seem to find a pattern of when a call is logged between different users to external contacts (already in our system as contacts). Could this be a visibility/permissions issue?

Attendee Data Not Syncing

The App is great for syncing Registrants to Salesforce, but the Attendee Data isn't syncing. We are going to reconcile with SQL in Marketing Cloud - but this is the second year that the App is giving us issues. Is there a road map of updates?

Works Great!

The new Zoom plug-in works well---- was a bit tricky installing, but with SF Support help, was able to install quickly. We like how the app adds to our array of communications with constituents and adds to the logging. Would like to see Zoom Phone integrated as well!

Sync Working But Not Getting Attendance Data

We were able to get registrants into Salesforce while using all the email features of Zoom, which is great. However, contacts that were not already in the system did not create new contacts or leads even after checking off in the settings. We got around this by building our own triggers, but it's sad that this package was not able to on its own. Additionally, we are not getting attendance data, which would be extremely helpful in following up with our contact/leads in the future. I think a lot of these setup problems could be solved with better documentation.