GoTo for Salesforce

Very good component, on the way to excellence

It's a very intuitive and functional solution. It started very basic, but it has improved in a short time. Nevertheless, I'd hope in the future they solve some issues that are extremely necessary in the integration. First, it needs an app in Salesforce for admins. Second, it needs to create a task for every call, not only for existing contacts or leads. At this time, incoming calls of an unknown callers are lost if they're not answered. And last, but not least, it needs to grab call dispositions automatically in Salesforce (answered, not answered, Failed, Voicemail...)

It's a start, but needs work

While the install itself is relatively simple, figuring out how to get it to work was a challenge. I'll give them the benefit of the doubt due to COVID driving many to have to work remotely, and this tool is built for in-office use only. Figuring out how to dial-out/answer calls when you don't have your physical office phone next to you took a long time (hint for those of you struggling with this - you need to be logged in on the GoTo.com site, and when you call out or a call comes in, you "answer" the call from the GoTo.com site, and then it connects on your Salesforce instance. Not the best method to need to have 2 tabs or screens open to use the tool, but if you were in-office, you'd be using your landline which makes sense). Customization of the tool is essentially non-existent. From a logged call standpoint, yes it does log a call for you, and it does allow you to add comments to that activity record, but anything beyond that you have zero control over. The one exception being that you can control which field is connected to the Call Disposition field. Want to include other fields from your activity record? Want to fill in a subject line for the activity that has some useful information in it? Too bad. Those aren't options here. I would give the app 3 stars, but contrary to other reviews, the Support Team actually made me take away a star from my rating. They have no idea how GoToConnect works with Salesforce and what their app does/controls versus what Salesforce does. We asked if it was possible to modify the default subjects that are used on the logged activities and the response from support was that they don't control that, Salesforce does, and we'd need to reach out to Salesforce to adjust it. Why on earth would Salesforce have anything to do with the value your app plugs into a text field? SMH. Beyond frustrating trying to figure out how to get this thing work with "support" being of little to no

Very, very basic functionality - I would expect much more from GoToConnect & Salesforce

With GoToConnect being a major player I would expect much, much more than the extremely basic functionality offered in this integration. TL;DR: It's free and might serve you if your call volume is low but the trade-offs are that UX is non-intuitive, and integration has limited functionality. It was easy to add-on and make the softphone appear, sure -- but making the softphone actually make a call was a struggle. There was little documentation on the real nuts and bolts of getting it up and running properly. I only achieved successful outbound test calls after hours of searching the internet for tips and clues. The functionality is non-intuitive and it's been very hard to teach the team to answer the pseudo-inbound call that pops up for you to click on to place your outbound call. Just as often it pops behind the current browser window and they miss it. The popup has to be captured and clicked on within three rings (or often, fewer) to successfully make an outbound call, or else it logs as a bombed call. So you have to have quick reflexes. Why such a short time and/or, why is it not an admin setting so I can increase the visibility time for my users? Within the softphone view, further popups inside the softphone area mean that what you need to see gets an intrusive dialogue over it right when you need it most. Call logging is primitive at best, and typing your comments in the log can delete the call start time, end time, and duration. There is also no way to collect the call recording, and we're still trying to figure out a workaround for that. I have the directive from above to use this GoTo integration over other choices because it works with our existing VOIP through GoTo, but this is a step down from my team’s previous call center tool in our prior CRM. You have nothing to lose by trying it, just be aware, from my experience it is not designed to support a high-volume, fast-paced call center, more to support lower, slower volume with simpler lo

Does what it is supposed to do...but Excellent G2C Support Makes This a 5 Star

Bottom line...it is a softphone integrated in with Salesforce. There are plenty of options out there that offer the same functionality, so in this G2C 'meets expectations'. The sales users like it, voice quality is good, and it logs calls in SF automatically. What makes this a 5 star product is the G2C tech support. Every time I call them they are patient, take time to understand the issue, and resolve the problem within the same phone call. Getting a live person on the phone in just a minute or two of waiting who is committed to helping you solve your issue is not a given in this day and age. Feature Request...as mentioned in another review our users would like G2C mobile to work with SF mobile. Get this done and the G2C app will be be upgraded to 'exceeds expectations'.

Good Integration - Has Improved Greatly & Works for Most Use Cases

See my comment for my latest update -- there is no way to uninstall this app because of historical record type usage on the event object. Pros: -This app has come a long way since original use and I am feeling good about its future. Keep up the great work to make this a top of the line Salesforce phone integration tool Cons: -Updates are deployed to the SFDC integration and there are no available release notes. Each time this happens, it's usually a scramble drill to inform our users. -The overall architecture of having to receive a call first for click to dial is weird, but our users have gotten used to it. -More OOB reporting within SFDC -- SFDC is where our sales managers live -- they do not want to have to use reports within another system. -As mentioned, the mobile app integration and INTL calling could be better. 3rd Updated Review (9/29/20): We really like this tool, but two gaps are making us re-consider GoToConnect at renewal time: 1. Ability to easily change entry/exit codes for INTL calling 2. Lack of integration into Salesforce from the GoToConnect Mobile App. 2nd Updated Review (9/2/20): I have updated my review to 4 stars. Our encountered and reported duplicate logging issue from our pilot was resolved quickly and efficiently by the GoToConnect team. Additional follow-up support by Odon was excellent. Only holding back from 5 stars because there are some valuable feature requests submitted through the GoToConnect community that would truly make this a 5-star app. _____ Updated Review (8/26/20): Moved to 2-stars after completing the pilot and interacting with GoToConnect Support. The support agent (David) was excellent, but received notice that our encountered duplicate activity issue (when logging calls with multiple Salesforce browser tabs open) was a known issue and no resolution is known. We are not likely to move forward at this time with these circumstances as our users often have multiple tabs open when using Salesforc

Unable to download - would like to try but cannot download

After logging into salesforce as an admin, clicking "Get It Now" the system puts me in a circular path to re-authenticate and never allows download. I've doublechecked my browser to be sure pop-ups are allowed from appexchange.salesforce.com and they are enabled.

Excellent

After a couple of minor tweaks, the integration works great!

[*Edit 6/19/2020] Jive/Goto developers are making HUGE improvements forward!

I have to say that I am usually unimpressed with most companies response to adding or modifying features that help large amounts of their clients, however, Jive/Goto has really impressed me with their newest iteration and how fast they are updating their functionality. I am not sure if my original review is the reason for their newest updates, but it is exactly what I had asked for (maybe less the call duration/start/end in those specific fields (I am testing if it is storing the data there for making our own custom call reports)) but the entire call disposition, comments, and relatable objects feature makes MASSIVE differences in the way we can integrate our phones with SF. It actually took me more time to disable the JiveCallTrigger(and tests) I had created to circumvent the shortcomings of the previous versions, than it did to figure out what the newest version is doing. I truly must say that Goto/Jive development team has really impressed me and I am actually pitching their phone service to a few local companies I do business with that I know use SF enterprise (each of them have between 30 and 200 employees and we were all talking about this type of workflow a few weeks ago in a zoom conference). So, although I am a small fish, Goto/Jive maybe just got 400-800 more users from this referral! ---- See Below for Original Review from Jan 2020 --- [Original Title: Making Progress - Notes need to be on the call object not a related note object though] The notes that are typed into the call object on the phone widget need to save on the call object and their should be a field for the call result because what is happening is the sales cadences are not seeing a result so can not move down the sales flow properly because the task is not being marked from the created call result. There should be a field for 'comments' and a field for 'call result' and the call start, call end and duration should all be saved in those fields on the call object, not i