# Salesforce Service Cloud Software 2026: Features, Integrations, Pros & Cons | Capterra

> Capterra's in-depth exploration of Salesforce Service Cloud Software's capabilities reveals its suitability for various software needs and provides a comprehensive overview of Salesforce Service Cloud Software pricing, features, integrations, and potential alternatives.

Source: https://www.capterra.com/p/136189/Salesforce-Service-Cloud

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# 

 Salesforce Service Cloud Software Review 2026: Features, Integrations, Pros & Cons

Last updated on November 24, 2025

Written byShephalii Kapoor

Shephalii Kapoor

Shephalii Kapoor is a writer at Capterra. She provides insights to help small businesses identify the right software for their needs by analyzing over 550,000 Capterra user reviews and nearly 48,000 interactions between Capterra software advis...

[See bio & all articles](https://www.capterra.com/resources/author/skapoor/)

Edited byCaroline Rousseau

Caroline Rousseau

Content Editor

After three years of building surveys, analyzing data, and writing her own research, Caroline has been a senior content editor since 2022. Her previous experience as an analyst converged into a skill set that allows her to help her peers devel...

[See bio & all articles](https://www.capterra.com/resources/author/caroline-rousseau/)

Content Editor

Written by [Shephalii Kapoor](https://www.capterra.com/resources/author/skapoor/)

Shephalii Kapoor is a writer at Capterra. She provides insights to help small businesses identify the right software for their needs by analyzing over 550,000 Capterra user reviews and nearly 48,000 interactions between Capterra software advisors and buyers.

Edited by [Caroline Rousseau](https://www.capterra.com/resources/author/caroline-rousseau/)

Content Editor

After three years of building surveys, analyzing data, and writing her own research, Caroline has been a senior content editor since 2022. Her previous experience as an analyst converged into a skill set that allows her to help her peers develop and produce compelling content about today’s business matters.

[Key takeaways](#key-takeaways)[Our verdict](#our-verdict)[Alternatives](#alternatives)[Users](#users)[Pros and Cons](#pros-cons)[Interface](#interface)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews)

Salesforce Service Cloud

Salesforce Service Cloud Overview:

### Key takeaways

Insights from verified Capterra reviews

Salesforce Service Cloud helps businesses manage customer interactions with advanced case management, AI-driven automation, and omnichannel support. It’s widely adopted by SMBs and enterprises handling high-volume service requests. Reviewers value its customization and reporting tools, though pricing and mobile performance are common concerns. Recent updates add identity verification and AI-powered service agents for faster resolutions.

### Our verdict

Salesforce Service Cloud delivers strong value for businesses managing complex service operations, especially those prioritizing automation and scalability. Its AI-driven tools and advanced workflows can significantly improve efficiency, but buyers should weigh higher-tier costs and training needs against the long-term gains in speed and consistency.

Overall rating

Based on 816 user reviews

Reviews sentiment

Positive

91%

Neutral

7%

Negative

2%

Pros & cons

Extensive platform customization options

Comprehensive organizational tracking tools

High cost for small businesses

Frequent glitches and technical errors

Starting price

$25

Per User, Per Month

Free trial  
available

Capterra Shortlist charts the highest-rated and most popular products...

Our "Best of" badge program showcases products with the highest ratings...

Our "Best of" badge program showcases products with the highest ratings...

## Salesforce Service Cloud alternatives

Salesforce Service Cloud offers strong case management and analytics, but teams prioritizing simpler pricing, lighter interfaces, or faster mobile performance may find it less aligned with their needs. In such cases, they may explore other tools that better fit their workflow and budget considerations.

Highest Rated

[4.7 (1,753)](https://www.capterra.com/p/102188/LiveAgent/reviews/)

Starting price

$15.00

Per User, Per Month

[4.4 (18,765)](https://www.capterra.com/p/61368/Salesforce/reviews/)

Starting price

$25.00

Per User, Per Month

[4.4 (4,070)](https://www.capterra.com/p/164283/Zendesk/reviews/)

Starting price

$39.00

Per User, Per Month

[4.6 (1,713)](https://www.capterra.com/p/62194/LiveChat/reviews/)

Starting price

$25.00

Per User, Per Month

[View all alternatives](https://www.capterra.com/p/136189/Salesforce/alternatives/)

## Who uses Salesforce Service Cloud?

Based on Capterra reviews from the past 3 years

Talk to a software expert

to get a free software list  
tailored to your business needs

## Pros and Cons

Extensive platform customization options

91% positive reviews out of 79

Most users comment customization supports tailored workflows, business-specific configurations, and flexible app development.

Winchell R

IT Support Analyst, 1,001 - 5,000 employees.

"Our admin has built a tremendous amount of customization into Service Cloud, but has also made it easy for agents to learn and then to thrive on the job."

High cost for small businesses

74% negative reviews out of 77

Most reviewers indicate pricing is expensive, especially for startups, with costly add-ons and upgrades.

Mohammad O

Director, 11 - 50 employees.

"Cons:Cost: Salesforce Service Cloud can be expensive, especially for small businesses or startups that are on a tight budget."

Comprehensive organizational tracking tools

95% positive reviews out of 40

Most users report tracking enables efficient case, sales, and client management with real-time visibility.

Nicholas B

Analyst, 501 - 1,000 employees.

"It allows us as an organization to be more organized when it comes to tracking work orders, clients, and accounts."

Frequent glitches and technical errors

63% negative reviews out of 60

Most reviewers find bugs and issues disrupt workflows, with recurring glitches, error messages, and difficult troubleshooting.

Mack B

Digital asset manager, 1 employee.

"In fact, the AI implementation felt more buggy than as advertised and tried too hard to solve the issue immediately rather than work with me."

Reliable mobile connectivity features

95% positive reviews out of 37

Most reviewers describe mobile access as practical, allowing work from any device and location seamlessly.

Shelby G

QA & environmental manager , 51 - 200 employees.

"They were able to access quickly with signal via mobile on site."

Slow performance and responsiveness

65% negative reviews out of 37

Most users report performance and speed issues, including lag, slow loading, and delays during heavy usage.

Paris K

Customer Experience Representative, 5,001 - 10,000 employees.

"It gets laggy, disconnects and it can barely respond and also has IP connection issues. But that is pretty much it."

## Salesforce Service Cloud's interface

Salesforce Service Cloud’s interface is functional but not immediately intuitive. Reviews mention a dated visual layout and complex navigation during initial setup, requiring training for full adoption. Once set up, workflows feel organized, and dashboards support detailed case tracking and reporting.

1+

Shephalii Kapoor

Expect a learning curve before the interface feels natural. Configuring workflows and approvals takes time, but it pays off in increased efficiency. The dashboard structure helps teams manage high ticket volumes and monitor performance without jumping across multiple screens.

Ease of Use

4.1 (800)

4.1

Based on 800 reviews

## Key features

View by:

These features have been rated as most important by users based on their reviews.

View by:

Get Advice

We can help you find the software with the features you need.

Shephalii Kapoor

Salesforce Service Cloud’s top-rated features create operational clarity. From structured ticket flows to centralized knowledge and real-time oversight, these tools help teams deliver consistent service at scale without sacrificing efficiency.

Features

4.4 (794)

4.4

Based on 794 reviews

The Salesforce Service Cloud features below were rated the highest by reviewers. Our commentary is based on reviewer sentiment and collective feedback from reviews published in the past two years.

Ticket management

4.5 (46)

46 reviewers rated this feature

Enables structured case handling with clear workflows and prioritization, helping teams manage high volumes without losing visibility. Integration with Salesforce supports smooth escalation and resolution tracking.

Call monitoring

4.4 (35)

35 reviewers rated this feature

Supports oversight of live interactions, allowing supervisors to track quality and compliance during calls. This feature helps maintain service standards and identify coaching opportunities for agents.

Knowledge base management

4.4 (60)

60 reviewers rated this feature

Centralizes articles and templates for quick access, reducing resolution time and improving consistency. Reviewers note its role in addressing knowledge gaps and supporting multi-product environments.

Customer database

4.3 (53)

53 reviewers rated this feature

Stores detailed contact and transaction records in one place, enabling accurate updates and secure storage. Customizable fields and integrations help maintain data integrity and streamline invoicing and analysis.

Call center management

4.3 (62)

62 reviewers rated this feature

Organizes queues, assigns cases, and sets SLA targets to keep operations efficient. Reviewers highlight its ability to distribute tickets and manage incoming calls while supporting team communication.

Reporting/analytics

4.3 (46)

46 reviewers rated this feature

Provides flexible dashboards and custom reports for monitoring productivity and call metrics. Reviewers value its role in simplifying data gathering and saving time through organized, actionable insights.

AI for customer service

0 reviewers rated this feature

Uses predictive intelligence to recommend next actions and surface relevant knowledge during interactions. This helps agents resolve cases faster and improves accuracy by reducing manual searches and repetitive steps.

Workflow automation

0 reviewers rated this feature

Automates multi-step processes such as case routing, approvals, and escalations. Teams can configure triggers and actions to keep service operations consistent and reduce delays caused by manual intervention.

Chat and bots

0 reviewers rated this feature

Enables real-time customer engagement through live chat and AI-driven bots. These tools handle routine inquiries, free up agents for complex issues, and maintain responsiveness across high-volume support environments.

Salesforce knowledge

0 reviewers rated this feature

Provides a centralized repository for articles and FAQs, supporting quick access to verified information. It helps maintain consistency in responses and reduces resolution time by making resources searchable and reusable.

Identity verification

0 reviewers rated this feature

Adds a secure component for validating customer identity during service interactions, reducing fraud risk and ensuring compliance. This feature strengthens trust and speeds up case resolution by confirming authenticity upfront.

Actions launcher

0 reviewers rated this feature

Allows agents to trigger workflow actions like date changes or approvals directly from the console, minimizing navigation and improving efficiency for high-volume service environments.

Agentforce service agent

0 reviewers rated this feature

Deploys a generative AI-powered autonomous agent to handle routine inquiries and deflect cases, enabling 24/7 support and freeing human agents for complex issues.

Business rules engine

0 reviewers rated this feature

Provides a no-code interface for creating decision logic and routing rules, helping teams automate complex processes without developer involvement.

All key features (235)

Define levels of authorization for access to specific files or systems

42.50% of 40 reviewers that rated this feature as important or highly important

Integrate with a third-party accounting system

0.00% of 2 reviewers that rated this feature as important or highly important

Allows agents to trigger workflow actions like date changes or approvals directly from the console, minimizing navigation and improving efficiency for high-volume service environments.

0 reviewers rated this feature

Dashboard to view the status of ongoing processes, identify current incidents and track past activities

62.50% of 8 reviewers that rated this feature as important or highly important

Track and document all activities across devices, networks, and other systems

90.00% of 10 reviewers that rated this feature as important or highly important

Deploys a generative AI-powered autonomous agent to handle routine inquiries and deflect cases, enabling 24/7 support and freeing human agents for complex issues.

0 reviewers rated this feature

A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users

0% of 0 reviewers...

Uses predictive intelligence to recommend next actions and surface relevant knowledge during interactions. This helps agents resolve cases faster and improves accuracy by reducing manual searches and repetitive steps.

0 reviewers rated this feature

System alerts about the need to escalate an issue or request

43.33% of 30 reviewers that rated this feature as important or highly important

Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges

64.71% of 17 reviewers that rated this feature as important or highly important

Application programming interface that allows for integration with other systems/databases

0% of 0 reviewers...

Manage various aspects of appointments including booking, rescheduling, canceling

50.00% of 2 reviewers that rated this feature as important or highly important

Manage the process of evaluating documents or requests submitted for approval

0% of 0 reviewers...

Manage assets throughout their lifecycle to optimize profit

0% of 0 reviewers...

Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle

0% of 0 reviewers...

Assign issues and tasks based on availability or required skills

0% of 0 reviewers...

Plan, schedule, and execute organization's accounts and assets to ensure compliance with policies and laws

0% of 0 reviewers...

A record of all activities within the system, including user access, changes made, etc.

0% of 0 reviewers...

Tickets are automatically assigned to specific agents based on predefined rules

83.33% of 6 reviewers that rated this feature as important or highly important

Automatically create schedules based on business needs or employee availability and qualifications

0% of 0 reviewers...

Distribute/route/connect calls

52.63% of 19 reviewers that rated this feature as important or highly important

Create and automatically send premade copy in response to customer messages

77.78% of 9 reviewers that rated this feature as important or highly important

Monitor and analyze the availability of resources to help plan and streamline the service delivery to clients

0% of 0 reviewers...

Create, manage, and send invoices or bills to customers

50.00% of 12 reviewers that rated this feature as important or highly important

A call center that both makes and receives calls

0% of 0 reviewers...

Create budgets based on historical data and future projections

0% of 0 reviewers...

Provides a no-code interface for creating decision logic and routing rules, helping teams automate complex processes without developer involvement.

0 reviewers rated this feature

Track and manage schedules and meetings via an integrated calendar

25.00% of 4 reviewers that rated this feature as important or highly important

Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc.

50.00% of 64 reviewers that rated this feature as important or highly important

Organizes queues, assigns cases, and sets SLA targets to keep operations efficient. Reviewers highlight its ability to distribute tickets and manage incoming calls while supporting team communication.

62 reviewers rated this feature

Manage and track all past and future calls.

0% of 0 reviewers...

Collects essential call data such as call origin, call destination, call length, and other transaction details

42.22% of 45 reviewers that rated this feature as important or highly important

Listen to live phone conversations for the purpose of training and assessing agent performance

64.86% of 37 reviewers that rated this feature as important or highly important

Supports oversight of live interactions, allowing supervisors to track quality and compliance during calls. This feature helps maintain service standards and identify coaching opportunities for agents.

35 reviewers rated this feature

Record the audio of phone conversations for quality assurance purposes

41.46% of 41 reviewers that rated this feature as important or highly important

Track and report on all incoming and outgoing calls

0% of 0 reviewers...

Sends voice calls to a specific queue based on predetermined criteria

26.67% of 15 reviewers that rated this feature as important or highly important

Provide agents with a typical response for common call subject matter

50.00% of 10 reviewers that rated this feature as important or highly important

Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number

0.00% of 1 reviewers that rated this feature as important or highly important

Transfers live calls to other agents

88.89% of 9 reviewers that rated this feature as important or highly important

Schedules callback times

0% of 0 reviewers...

Identify the number and contact information of a caller before answering the phone

20.00% of 5 reviewers that rated this feature as important or highly important

Create a collection of marketing actions to complete specific goals and plan and analyze campaign results

0.00% of 4 reviewers that rated this feature as important or highly important

Shortcuts for inputting frequently used messages

0% of 0 reviewers...

Monitor service demand and performance to plan for adequate resources that meet business needs

0% of 0 reviewers...

Work on a set of tasks related to a particular charge, patient, legal issue or any other complex entity or process

0% of 0 reviewers...

Create and manage digital catalog of products/services with their details, specifications, and price

33.33% of 3 reviewers that rated this feature as important or highly important

Track and monitor efficient handling of all changes/transitions

0% of 0 reviewers...

Enables real-time customer engagement through live chat and AI-driven bots. These tools handle routine inquiries, free up agents for complex issues, and maintain responsiveness across high-volume support environments.

0 reviewers rated this feature

Communicate using direct chat or messages within the system

50.00% of 4 reviewers that rated this feature as important or highly important

AI-based platform which conducts a conversation via auditory or textual methods

0.00% of 1 reviewers that rated this feature as important or highly important

Private online space that lets businesses securely share documents and provide information access to clients

0% of 0 reviewers...

Ensure all properties are adhering to government and legal codes

0.00% of 1 reviewers that rated this feature as important or highly important

Provides a channel for team members to share media files, communicate, and work together

33.33% of 6 reviewers that rated this feature as important or highly important

Leave comments and notes on documents for others to view

75.00% of 4 reviewers that rated this feature as important or highly important

Manage and track all internal and external communication conducted via calls, email, text, or chat

60.00% of 10 reviewers that rated this feature as important or highly important

Track and manage adherence to policies for any service, product, process, or supplier

0% of 0 reviewers...

Computer-telephony integration is the use of computers to manage telephone calls

57.14% of 21 reviewers that rated this feature as important or highly important

Configure existing workflows to meet your organization's needs

0% of 0 reviewers...

Identify component attributes like servers, hardware, software, and manage relationships across all services

0% of 0 reviewers...

Centralized database of stakeholders and their contact information such as names, address, phone number etc.

65.22% of 23 reviewers that rated this feature as important or highly important

Manage, organize, and store contact information

78.57% of 28 reviewers that rated this feature as important or highly important

Centralized repository to store content and assets

66.67% of 3 reviewers that rated this feature as important or highly important

Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving

47.06% of 34 reviewers that rated this feature as important or highly important

Track, store, and access client contracts or licenses

100.00% of 1 reviewers that rated this feature as important or highly important

Investigate and take action at root cause or error in processes to prevent recurring issues

100.00% of 1 reviewers that rated this feature as important or highly important

Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system

94.12% of 17 reviewers that rated this feature as important or highly important

Track customer complaints from initiation through resolution

0% of 0 reviewers...

A collection of customer information such as contact details, demographics, previous interactions, etc.

60.38% of 53 reviewers that rated this feature as important or highly important

Stores detailed contact and transaction records in one place, enabling accurate updates and secure storage. Customizable fields and integrations help maintain data integrity and streamline invoicing and analysis.

53 reviewers rated this feature

Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement.

0% of 0 reviewers...

Access previous interactions or concerns to maintain customer relationships

66.67% of 15 reviewers that rated this feature as important or highly important

Store and organize information about customers and previous interactions

0% of 0 reviewers...

Add customized logos and colors to align with company branding

66.67% of 3 reviewers that rated this feature as important or highly important

Customize data fields to support various needs and use cases

71.43% of 14 reviewers that rated this feature as important or highly important

Customize contracts and forms to collect specific information

0.00% of 2 reviewers that rated this feature as important or highly important

Alter the layout and content of reports

108.33% of 12 reviewers that rated this feature as important or highly important

Pre-designed layouts that can be customized to match preferences and requirements

57.14% of 7 reviewers that rated this feature as important or highly important

Assembly of graphs and charts for visualizing and tracking statistics/metrics

66.67% of 6 reviewers that rated this feature as important or highly important

Import and export data to and from software applications

25.00% of 12 reviewers that rated this feature as important or highly important

Graphical representation of data

0% of 0 reviewers...

Track item deliveries through dispatch notifications, status and location tracking, and ETA updates

0% of 0 reviewers...

Online forums/groups where users can ask questions, share ideas, best practices, etc.

0.00% of 3 reviewers that rated this feature as important or highly important

Manage sending personnel and resources to a site as needed

0.00% of 1 reviewers that rated this feature as important or highly important

Store, manage, and track all electronic documents in a centralized location

61.54% of 13 reviewers that rated this feature as important or highly important

Store and organize documents in a centralized system

77.78% of 9 reviewers that rated this feature as important or highly important

Assemble applications and processes by dragging over and arranging pre-built components

0% of 0 reviewers...

Track all personnel who operate company vehicles

0% of 0 reviewers...

Digitally sign online documents

66.67% of 6 reviewers that rated this feature as important or highly important

Receive and/or send email notifications for urgent updates, requests, or other information

0% of 0 reviewers...

Manage, store and organize emails within the system or via third-party apps

42.86% of 28 reviewers that rated this feature as important or highly important

Pre-made examples and templates for emails

0% of 0 reviewers...

Track delivered, received, and opened emails

0% of 0 reviewers...

Electronic storage of staff/employee contact information and job status in a centralized repository

0% of 0 reviewers...

Track employee schedules, availability, and performance across projects and tasks

0% of 0 reviewers...

Assign working shifts or tasks to employees based on their availability

50.00% of 2 reviewers that rated this feature as important or highly important

Manage procedures that ensure organizational equipment remains in working condition

0% of 0 reviewers...

A chronological record of actions or occurrences within a network, software, or process

0% of 0 reviewers...

Predefined actions automatically performed on the occurance of specific events

0% of 0 reviewers...

Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service

0.00% of 2 reviewers that rated this feature as important or highly important

Create, save, and store files

0% of 0 reviewers...

Public or private sharing of digital files such as documents, audio/video, images, and more

40.00% of 5 reviewers that rated this feature as important or highly important

Store and access documents, forms, and photos in one centralized place

0.00% of 1 reviewers that rated this feature as important or highly important

Centralized database to track details of fixed assets such as depreciation and maintenance scheduling/history

0% of 0 reviewers...

Designed for call centers

0% of 0 reviewers...

Intended to be used by insurers

0% of 0 reviewers...

Operate/access software on iPad Devices

0% of 0 reviewers...

Store, manage and track all forms in a centralized location

0.00% of 1 reviewers that rated this feature as important or highly important

Monitor and track fuel consumption and costs

0% of 0 reviewers...

Search for specific words or phrases within a document or database

41.67% of 12 reviewers that rated this feature as important or highly important

Geographic location of visitors determines behavior of the software

0% of 0 reviewers...

System to support the positioning, navigation, and timing (PNT) measurements of an object or individual

0% of 0 reviewers...

Managing service requests, incidents, IT issues & support with a ticketing system

50.00% of 8 reviewers that rated this feature as important or highly important

Information, data and reports that are being tracked over time

0% of 0 reviewers...

Adds a secure component for validating customer identity during service interactions, reducing fraud risk and ensuring compliance. This feature strengthens trust and speeds up case resolution by confirming authenticity upfront.

0 reviewers rated this feature

A call center that primarily receives calls, typically customer service focused

0% of 0 reviewers...

Manage and track all disruptions and incidents

50.00% of 2 reviewers that rated this feature as important or highly important

Report and update incidents related to health or workplace injuries that occur on a job or en route to a job site

100.00% of 1 reviewers that rated this feature as important or highly important

Track and manage inspections for worksites, vehicles, and/or equipment to remain compliant with industry standards

100.00% of 1 reviewers that rated this feature as important or highly important

Track interaction history by documenting conversations for contacts

77.78% of 9 reviewers that rated this feature as important or highly important

Monitor product stock levels

0.00% of 2 reviewers that rated this feature as important or highly important

Track and manage inventory levels to maintain proper supply

0.00% of 1 reviewers that rated this feature as important or highly important

Oversee people and resources to carry out an investigation

0% of 0 reviewers...

Identify and respond to unexpected problems or failures (ie. "negative events")

0.00% of 1 reviewers that rated this feature as important or highly important

Record and follow the progress of every issue

50.00% of 2 reviewers that rated this feature as important or highly important

Managing inventories and tracking changes to hardware and software configurations

0% of 0 reviewers...

Manage incidents related to outages or breaches in functionality of IT systems

0% of 0 reviewers...

Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response

50.00% of 2 reviewers that rated this feature as important or highly important

Calculate total itemized costs, including initial costs and any changes

0% of 0 reviewers...

Manage and track all job information and associated tasks

0.00% of 1 reviewers that rated this feature as important or highly important

Planning and managing the execution of tasks or jobs within a computer system, network, or other automated environments

0% of 0 reviewers...

Track and visualize the status of an ongoing job and the time spent on tasks or projects

0% of 0 reviewers...

Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support

53.97% of 63 reviewers that rated this feature as important or highly important

Centralizes articles and templates for quick access, reducing resolution time and improving consistency. Reviewers note its role in addressing knowledge gaps and supporting multi-product environments.

60 reviewers rated this feature

Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills

57.14% of 7 reviewers that rated this feature as important or highly important

Predict labor requirements based on past and present data/trends

0% of 0 reviewers...

Route and distribute your leads to third party buyers

0% of 0 reviewers...

Store information about leads or contacts and track, manage and nurture them throughout the sales process

83.33% of 18 reviewers that rated this feature as important or highly important

Ability to chat online in real time

46.88% of 32 reviewers that rated this feature as important or highly important

Track driver locations on a map in real time

0% of 0 reviewers...

Identify the physical location of an individual, asset, device, etc.

0% of 0 reviewers...

Templated responses for responding quickly to recurring support requests

50.00% of 2 reviewers that rated this feature as important or highly important

Schedule predetermined or ad hoc maintenance services and labor requests

33.33% of 3 reviewers that rated this feature as important or highly important

Agents choose who to call and when

0.00% of 1 reviewers that rated this feature as important or highly important

Access software remotely via mobile devices

39.53% of 43 reviewers that rated this feature as important or highly important

Access the system via a mobile application

0.00% of 1 reviewers that rated this feature as important or highly important

Observe and track the demand, usage, progress or quality of a system, product, or user

0% of 0 reviewers...

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

45.45% of 22 reviewers that rated this feature as important or highly important

Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels

0% of 0 reviewers...

Manage and support multiple languages

60.00% of 5 reviewers that rated this feature as important or highly important

Manage and support multiple locations

0% of 0 reviewers...

Form to collect visitor contact information when live chat isn't available

0% of 0 reviewers...

Track/log the amount of time employees worked per job using a timer

0.00% of 2 reviewers that rated this feature as important or highly important

Manage and track customer orders for goods, investments, or any other purchases

0% of 0 reviewers...

Track orders throughout the fulfillment process

0% of 0 reviewers...

A call center that primarily makes calls, typically sales focused

0% of 0 reviewers...

Swipe a credit card or manually process payments while with the customer in the field

0% of 0 reviewers...

Organize and manage the accomplishments and development of employees or performance of applications or systems

0.00% of 1 reviewers that rated this feature as important or highly important

A set of indicators that tracks the performance of networks, applications, systems, teams, etc.

66.67% of 12 reviewers that rated this feature as important or highly important

Issuance of valid permits to initiate projects or tasks

0% of 0 reviewers...

System calls multiple numbers at once and connects the agent to the first number that answers

100.00% of 1 reviewers that rated this feature as important or highly important

Arrange tasks based on the level of priority or urgency

0.00% of 1 reviewers that rated this feature as important or highly important

Copy on the page or chat window encouraging the user to engage with the chat option

100.00% of 2 reviewers that rated this feature as important or highly important

Identify and solve underlying cause of incident(s), and prevent future incidents from occurring

0% of 0 reviewers...

Type of outbound calling system that automatically dials a list of phone numbers and connects agents with answered calls

0% of 0 reviewers...

Plan and coordinate all the resources, costs and time needed to execute assignments

0% of 0 reviewers...

Workflows that help acquire inventory, issue purchase orders and receive and store items in required quantity

100.00% of 1 reviewers that rated this feature as important or highly important

Systematic evaluation of various aspects of a project or service to prevent defects or issues

0% of 0 reviewers...

Monitor wait time and abandonment for incoming requests that have not been routed

78.26% of 23 reviewers that rated this feature as important or highly important

Integrates with QuickBooks

0% of 0 reviewers...

Generate quotes or estimates for customers

0.00% of 3 reviewers that rated this feature as important or highly important

Analyze and gain insights into data in real-time

100.00% of 2 reviewers that rated this feature as important or highly important

Engage in direct, instant messaging with customers, users, etc.

50.00% of 2 reviewers that rated this feature as important or highly important

Engage in direct, instant messaging with consumers

47.83% of 23 reviewers that rated this feature as important or highly important

Receive data and information in real time

0% of 0 reviewers...

Active monitoring of systems, applications, or networks

100.00% of 2 reviewers that rated this feature as important or highly important

Notifications that are delivered to users as soon as an event occurs

58.33% of 24 reviewers that rated this feature as important or highly important

Active reporting of data and metrics

100.00% of 1 reviewers that rated this feature as important or highly important

Receive system updates as soon as any changes are made

100.00% of 2 reviewers that rated this feature as important or highly important

Ability to record, store, update, and retrieve information

0% of 0 reviewers...

Planning, scheduling, and overseeing the release of software or system changes into a live or production environment

0% of 0 reviewers...

Timed notification for any upcoming task, deadline, appointment, or activity

50.00% of 2 reviewers that rated this feature as important or highly important

Collection, analysis, and representation of numerical data and generation of reports to understand various patterns

92.31% of 13 reviewers that rated this feature as important or highly important

View and track pertinent metrics to find patterns and gain insights from data

60.78% of 51 reviewers that rated this feature as important or highly important

Provides flexible dashboards and custom reports for monitoring productivity and call metrics. Reviewers value its role in simplifying data gathering and saving time through organized, actionable insights.

46 reviewers rated this feature

Assign available resources to various projects and tasks

66.67% of 3 reviewers that rated this feature as important or highly important

Notifying as a warning or reminder of a potential or imminent hazard

0% of 0 reviewers...

Analyze potential risks across the organization

0% of 0 reviewers...

Initiate collection and analysis of known risks

0% of 0 reviewers...

Finding the most optimal routes for drivers based on various factors and constraints

0% of 0 reviewers...

Plan daily routes to optimize employee scheduling and provide directions

0.00% of 3 reviewers that rated this feature as important or highly important

Track, report on and implement actions pertaining to physical safety at the workplace

0% of 0 reviewers...

Pipeline view and tracking lead status

88.89% of 9 reviewers that rated this feature as important or highly important

Provides a centralized repository for articles and FAQs, supporting quick access to verified information. It helps maintain consistency in responses and reduces resolution time by making resources searchable and reusable.

0 reviewers rated this feature

Plan availability and assign specific time slots for tasks and resources

46.67% of 15 reviewers that rated this feature as important or highly important

Digitally share screen view with others

50.00% of 2 reviewers that rated this feature as important or highly important

Search and/or filter for items using names, keywords, descriptions, tags, metadata, etc.

0% of 0 reviewers...

Search and filter data across systems to locate required information by entering keywords or certain criteria

0% of 0 reviewers...

Online portal through which end users can access the system, manage tasks, or obtain information

57.14% of 14 reviewers that rated this feature as important or highly important

Database containing accurate and up-to-date information on all operational services

0% of 0 reviewers...

Track work performed and resources used for past customers, sites, or assets

50.00% of 10 reviewers that rated this feature as important or highly important

Set and monitor service level agreements to ensure timely response and resolution

50.00% of 4 reviewers that rated this feature as important or highly important

Assign, track and manage customers' service requests such as service enquiry, feedback/complaints and more

0% of 0 reviewers...

Manage and track orders being shipped to customers

0% of 0 reviewers...

Allow users to access multiple services after entering their login credentials once

100.00% of 1 reviewers that rated this feature as important or highly important

Send messages via SMS

0% of 0 reviewers...

Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc.

50.00% of 6 reviewers that rated this feature as important or highly important

Track activity on sites such as Facebook, Twitter, Instagram, etc.

0% of 0 reviewers...

Track the status over time for a request, process, asset, or transaction

0% of 0 reviewers...

Allow customers/users to submit support queries and service requests

55.81% of 86 reviewers that rated this feature as important or highly important

Track the status of support tickets/escalations as they move through the service queue

42.86% of 7 reviewers that rated this feature as important or highly important

Create and administer polls and surveys

0% of 0 reviewers...

Gauge satisfaction and receive information for improvement and success

25.00% of 4 reviewers that rated this feature as important or highly important

Attach digital tags to documents and assets for identification, search, or monitoring purposes

0% of 0 reviewers...

Create, manage and track all task activities and progression

66.67% of 6 reviewers that rated this feature as important or highly important

Determining value of properties/purchases to calculate tax

0% of 0 reviewers...

Oversee technicians and track their assigned work orders

0% of 0 reviewers...

Sample files or documents that could be customized as needed or used as is

0% of 0 reviewers...

Organize customer data and accounts by user or geography

0% of 0 reviewers...

Set up connections to third-party platforms to improve business processes

73.68% of 19 reviewers that rated this feature as important or highly important

Track, manage, or resolve user requests and IT incidents/issues

54.35% of 46 reviewers that rated this feature as important or highly important

Enables structured case handling with clear workflows and prioritization, helping teams manage high volumes without losing visibility. Integration with Salesforce supports smooth escalation and resolution tracking.

46 reviewers rated this feature

Track and manage employee's work hours to improve payroll accuracy

0% of 0 reviewers...

Measure and track time including hours worked and paid time off (PTO)

0% of 0 reviewers...

View messages sent by both parties during the chat conversation

47.06% of 17 reviewers that rated this feature as important or highly important

Transfer queries and organize messages between agents

0% of 0 reviewers...

Organize and track the physical movement of goods from one location to another

0% of 0 reviewers...

Measure, collect and manage the billing for utility usage including water, electricity, gas, sewage and more

0% of 0 reviewers...

Seamlessly integrates with 3rd party websites

0% of 0 reviewers...

An extended application or connector that enables users to perform additional services with their current set of tools

0% of 0 reviewers...

Create a new work order

100.00% of 1 reviewers that rated this feature as important or highly important

Creating, assign, and track jobs and/or tasks for work orders

54.55% of 11 reviewers that rated this feature as important or highly important

Automates multi-step processes such as case routing, approvals, and escalations. Teams can configure triggers and actions to keep service operations consistent and reduce delays caused by manual intervention.

0 reviewers rated this feature

Create, design and manage workflows for repetitive tasks

80.00% of 15 reviewers that rated this feature as important or highly important

A set of processes to optimize the productivity of its employees

100.00% of 4 reviewers that rated this feature as important or highly important

Get Advice

We can help you find the software with the features you need.

Shephalii Kapoor

Salesforce Service Cloud’s top-rated features create operational clarity. From structured ticket flows to centralized knowledge and real-time oversight, these tools help teams deliver consistent service at scale without sacrificing efficiency.

Features

4.4 (794)

4.4

Based on 794 reviews

## Pricing

Value for money

4.2 (582)

Salesforce Service Cloud starts at $25 per user per month for the Starter Suite, scaling to $175 per user per month for Enterprise and $350 per user per month for Unlimited. Compared to the SMB average budget of $78 per user per month, entry pricing is lower, but advanced tiers exceed typical allocations. Seat minimums vary by plan.

Free Trial

Free Version

[View pricing plan details](https://www.capterra.com/p/136189/Salesforce/pricing/)

Starter Suite

$25.00

Per User,Per Month

It includes:

-   Case Management
-   Customizable Reports & Dashboards
-   Knowledge Base
-   Dynamic Email Marketing & Analytics
-   Out-of-the-box Sales Processes
-   Simplified Storefront Builder

Pro Suite

$100.00

Per User,Per Month

It includes:

-   Case Swarming
-   Computer Telephony Integration (CTI)
-   Omni-Channel Case Routing
-   Real-Time Chat
-   Customization and Automation
-   Sales Quoting and Forecasting
-   Access to AppExchange

Enterprise

$175.00

Per User,Per Month

It includes:

-   AI for Customer Service
-   Self-Service Help Center
-   Workflow Automation
-   Work Order Management
-   Asset Management and Product Tracking
-   Advanced Reporting Features

Unlimited

$350.00

Per User,Per Month

It includes:

-   24/7/365 support
-   AI-powered Chatbots
-   Chat

Agentforce 1 Service

$550.00

Per User,Per Month

It includes:

-   Everything in Unlimited plus Digital Channels, Service Intelligence, and Slack
-   Data Cloud
-   Einstein Copilot (Beta) powered by generative AI

Value for money

4.2 (582)

4.2

Based on 582 reviews

## Integrations

Salesforce Service Cloud connects with customer relationship management (CRM), email, analytics, and collaboration platforms through native and third-party links, unifying customer data and streamlining case management across multiple business systems. 

Popular integrations

[

Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[

Talkdesk](https://www.capterra.com/p/132852/Talkdesk/)[

CXone Mpower](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[

Salesforce Marketing Cloud](https://www.capterra.com/p/248536/Salesforce-Marketing-Cloud/)[

Five9](https://www.capterra.com/p/132405/Five9/)[

Salesforce Platform](https://www.capterra.com/p/268338/App-Cloud/)[

Salesforce Starter](https://www.capterra.com/p/227088/Salesforce-Starter/)[

Quip](https://www.capterra.com/p/151651/Quip/)

Shephalii Kapoor

Senior Content Analyst

Connecting Salesforce Service Cloud with CRM, analytics, and communication tools helps SMB teams cut manual entry, maintain accurate records, and centralize workflows so agents spend more time resolving cases than switching systems.

Connect with a Capterra advisor for a free 15-minute consultation

Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs.

## Support, customer service and training options

Customer Service

4.3 (620)

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

Deployment

-   Web
-   Android
-   iPhone/iPad

Typical users

-   Freelancers
-   Small businesses
-   Mid size businesses
-   Enterprises

Customer Service

4.3 (620)

4.3

Based on 620 reviews

## User reviews

Overall rating

4.5

Based on 816 reviews

Filter by rating

5(462)

4(278)

3(59)

2(14)

1(3)

Mentioned topic

Sorted by most recent

CJ

Celine J.

Social Media Manager

Utilities

### "Its interface is incredible"

4.0

Overall Rating

4.0

4.0

Ease of Use

3.0

3.0

Features

5.0

5.0

Customer Service

4.0

4.0

Likelihood to Recommend

7/10

March 28, 2026

Pros

I like that its interface provides a very clear view of what you're doing. Its features are really robust and it evolves very quickly.

Cons

Salesforce is expensive and has a steep learning curve. It often has bugs that are really annoying, possibly due to overload.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

AF

Alexis F.

HR Admin

Retail

### "Its okay, does what you need"

4.0

Overall Rating

4.0

4.0

Ease of Use

4.0

4.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

6/10

March 24, 2026

We only used it for a short period of time, but it did what it needed to do. However compared to other softwares there is room for improvement.

Pros

It was user friendly when trying to access data, but didnt always respond promptly. I would recommend.

Cons

Not as user friendly as others, but as far as bang for buck I would recommend in that aspect. I think it can be better

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

VM

VINCE M.

Director of Maintenance

Hospitality

### "Great platform and Easy to use."

5.0

Overall Rating

5.0

5.0

Ease of Use

4.0

4.0

Features

4.0

4.0

Customer Service

3.0

3.0

Likelihood to Recommend

7/10

March 20, 2026

Salesforce Service Cloud proved to be very useful for our business and enjoyed being able to customize as needed.

Pros

Ease of use and the basically unlimited customization that is possible. We were able to tweak the software to do exactly what we needed it to do.

Cons

Sometimes support was not the fastest and certain functions were not the most user friendly. Overall the pros outweighed the cons though.

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

PD

Patricia D.

Client Serves Advocate

Banking

### "A must for call centers "

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

March 19, 2026

My overall experience with sales force service cloud was a positive one. It showed a tremendous amount of information so we could make the customer experience better and could handle the call efficiently.

Pros

What I liked most about salesforce service cloud was that any information that you needed to know about the customer was located in sales force and we didn’t have to navigate other systems.

Cons

Salesforce service cloud could be overwhelming when learning how to navigate around for the first time. There are many different ways to find out the industry so you would have to know the proper pathway.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

AU

Anonymous User

Digital asset manager

Entertainment

### "Making Sales or Forcing Sales: Salesforce"

2.0

Overall Rating

2.0

2.0

Ease of Use

2.0

2.0

Features

2.0

2.0

Customer Service

3.0

3.0

Likelihood to Recommend

4/10

March 18, 2026

Overall, I'm likely to leave Salesforce due to how AI has pushed out everything I had appreciated about ti before. It still feels unnatural and even unhelpful.

Pros

I like that Salesforce feels like a dedicated customer service system with features to maintain a steady backlog of archived tickets and correct problems.

Cons

Now, I dislike their overreliance on AI agents when in the past, it never needed it. This feels unnecessary and overbearing more than ever.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

RR

Riley R.

Legal project analyst

Law Practice

### "Salesforce service cloud review"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

February 27, 2026

Overall, my experience has been positive. Once everything was set up and the team got comfortable with it, the platform became a reliable and powerful system for managing support

Pros

I really liked being able to see the full customer history alongside active cases, emails, and chats. It made conversations feel more informed and personal. The automation features were also a big plus.

Cons

The biggest challenge is how overwhelming it can feel at the beginning. There are so many features and settings that it takes time to understand what you actually need. Without proper training or a dedicated admin, it is easy to miss out on useful functionality.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

HB

Holly B.

Resolution specialists

Alternative Dispute Resolution

### "Salesforce integration saves time all around. "

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

February 14, 2026

It has been enjoyable and so streamlined. It makes the agent and customer experience consistent and quick.

Pros

It is omnichannel functionality and has Einstein AI enabled tools to regulate conversations and interact with warm tones.

Cons

Nothing. It streamlines the whole customer journey from initial contact through the preferred channels to support cases.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

OD

Olga D.

Pharmacist

Hospital & Health Care

### "Experienced professional user "

4.0

Overall Rating

4.0

4.0

Ease of Use

4.0

4.0

Features

4.0

4.0

Customer Service

5.0

5.0

Likelihood to Recommend

9/10

January 15, 2026

Overall it's a great system for completing comprehensive medication reviews efficiently, however, there is room for improvement.

Pros

It is reliable and able to store a vast amount of information for high volume of patients and offers great scheduling feature.

Cons

I don't like how it's inefficient in the way it displays information where it's not customizable enough for only focusing on essential info without scrolling and switching tabs.

Switched from

[RingCentral Engage Voice](https://www.capterra.com/p/242187/RingCentral-Engage-Voice/)

The company I work for decided to make the switch to streamline services.

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

JJ

Jannette J.

Senior Data Management

Transportation/Trucking/Railroad

### "Effective, But Can Be Complex"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

January 14, 2026

Overall, my experience with Salesforce Service Cloud was good. It helped centralize customer data and automate processes, though some features were complex and required additional training.

Pros

The reporting and dashboards provide clear insights into service performance, helping teams make data-driven decisions.

Cons

Customizing workflows and reports can be time-consuming, especially for advanced use cases. Performance can lag when managing a high volume of cases or large datasets.

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

AU

Anonymous User

VP product

Financial Services

### "great all in one platform for CRM"

4.0

Overall Rating

4.0

4.0

Ease of Use

4.0

4.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

8/10

January 13, 2026

Pros

ability to centralize multiple client contact channels into one, for example phone, emails, social media and internal sales team. Ability to use Einstein, which is an add on

Cons

bit of learning curve for new users and required licensed / trained salesforce consultant to customize the platform, this increases the cost of implementation

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

[View all Reviews](https://www.capterra.com/p/136189/Salesforce/reviews/)

## FAQs

Salesforce Service Cloud pricing starts at $25 per user per month for the Starter Suite. Enterprise plans start at $175 per user per month, and Unlimited plans cost $350 per user per month. Annual billing is required for most tiers.

Yes. AI capabilities include predictive recommendations, automated case routing, and generative AI tools, such as Agentforce, for service agents. These features help speed up resolutions and improve customer experience.

Yes. Service Cloud integrates with CRM, email, analytics, and telephony systems through native and third-party connectors. This connectivity helps unify workflows and reduce manual data entry.

Yes. While advanced tiers are priced for enterprise needs, the Starter Suite, at $25 per user per month, offers essential case management and omnichannel support for SMBs.

Yes. Service Cloud enables customer engagement across phone, email, chat, social media, and messaging apps, consolidating interactions into a single console for agents.

Service Cloud includes real-time dashboards and customizable reports for tracking KPIs like resolution times and customer satisfaction, helping teams optimize performance.

No. Salesforce Service Cloud does not offer a free plan. All tiers are paid, with pricing based on user count and selected features.

### Have more questions?

Connect with one of our advisors for a free consultation and save time in your software search.

## Sources

-   **Capterra reviews data:** Capterra reviews are collected from verified users for individual software products. [Learn more about how we source our data](https://www.capterra.com/resources/proprietary-data-research/).
    
-   **Capterra Shortlist:** Capterra Shortlist identifies the top products in our software categories based on a proprietary blend of user ratings and popularity. [Read the complete methodology here](https://www.capterra.com/resources/proprietary-data-research/#capterra-shortlist-methodology).
    
-   This product information came from Salesforce Service Cloud’s own online content in November 2025, including the product's website and its social media channels.
    

## Related reading

### [5 Key Customer Service Software Features With Top Products That Offer Them](https://www.capterra.com/resources/key-customer-service-software-features/)

Published June 18, 2024 by [Preksha Buttan](https://www.capterra.com/resources/author/pbuttan/)

### [Capterra Value Report: A Price Comparison Guide for Customer Service Software](https://www.capterra.com/resources/customer-service-software-pricing-report/)

Published April 6, 2023 by [Himanshi Arora](https://www.capterra.com/resources/author/himanshi-arora/)

### [How To Scale Your Customer Service Operations: A CX Pro’s Roadmap](https://www.capterra.com/resources/ai-powered-customer-service/)

Published August 14, 2024 by [Niels Juist](https://www.capterra.com/resources/author/niels-juist/) and [Shep Hyken](https://www.capterra.com/resources/author/shep-hyken-guest-contributor/)

### [6 Top-Rated AI-Enabled Tools for Customer Service](https://www.capterra.com/resources/top-ai-customer-service-tools/)

Published March 1, 2024 by [Saumya Srivastava](https://www.capterra.com/resources/author/ssrivastava/)

Popular comparisons

[Salesforce Sales Cloud vs Salesforce Service Cloud](https://www.capterra.com/compare/61368-136189/Salesforce-vs-Salesforce)[Zendesk Suite vs Salesforce Service Cloud](https://www.capterra.com/compare/136189-164283/Salesforce-vs-Zendesk)[LiveChat vs Salesforce Service Cloud](https://www.capterra.com/compare/62194-136189/LiveChat-vs-Salesforce)[LiveAgent vs Salesforce Service Cloud](https://www.capterra.com/compare/102188-136189/LiveAgent-vs-Salesforce)[Freshdesk vs Salesforce Service Cloud](https://www.capterra.com/compare/124981-136189/Freshdesk-vs-Salesforce)[Dynamics 365 vs Salesforce Service Cloud](https://www.capterra.com/compare/136189-157279/Salesforce-vs-Dynamics-365)[Tidio vs Salesforce Service Cloud](https://www.capterra.com/compare/136189-144040/Salesforce-vs-Tidio-Chat)[Intercom vs Salesforce Service Cloud](https://www.capterra.com/compare/134347-136189/Intercom-vs-Salesforce)[Zoho Desk vs Salesforce Service Cloud](https://www.capterra.com/compare/136189-169505/Salesforce-vs-Zoho-Desk)[Bitrix24 vs Salesforce Service Cloud](https://www.capterra.com/compare/113540-136189/Bitrix24-vs-Salesforce)

[Odoo vs Salesforce Service Cloud](https://www.capterra.com/compare/135618-136189/Odoo-vs-Salesforce)[SAP Customer Experience vs Salesforce Service Cloud](https://www.capterra.com/compare/77372-136189/SAP-CRM-vs-Salesforce)[Yonyx vs Salesforce Service Cloud](https://www.capterra.com/compare/130406-136189/AGI-Self-Service-vs-Salesforce)[Front vs Salesforce Service Cloud](https://www.capterra.com/compare/132901-136189/Front-vs-Salesforce)[JIRA Service Management vs Salesforce Service Cloud](https://www.capterra.com/compare/136189-227102/Salesforce-vs-JIRA-Service-Management)[CXone Mpower vs Salesforce Service Cloud](https://www.capterra.com/compare/134775-136189/inContact-Call-Center-Software-vs-Salesforce)[EngageBay CRM vs Salesforce Service Cloud](https://www.capterra.com/compare/136189-178819/Salesforce-vs-EngageBay-Marketing)[HubSpot Service Hub vs Salesforce Service Cloud](https://www.capterra.com/compare/136189-182476/Salesforce-vs-HubSpot-Service-Hub)[Supportbench vs Salesforce Service Cloud](https://www.capterra.com/compare/136189-155934/Salesforce-vs-Supportbench) 

Independent research methodology

Capterra's researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology.

[Learn more](https://www.capterra.com/resources/proprietary-data-research/)

How Capterra verifies reviews

Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI.

[Learn more](https://www.capterra.com/resources/how-we-verify-reviews/)

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