# Page 4 | Salesforce Service Cloud Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 4 - Is Salesforce Service Cloud the right Field Service Management solution for you? Explore 816 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/136189/Salesforce/reviews/?page=4 --- Salesforce Service Cloud 4.5 (816) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Page 4 - Reviews of Salesforce Service Cloud ## Showing most helpful reviews Showing 76-100 of 816 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use NM Nomfundo M. QA assessor Retail Used the software for: 1-2 years ### "Multifunction platform for efficient customer engagement " May 31, 2022 5.0 It have been a very good platform to work on, I love the fact that I can create a view for each agent's box and I can easily view all their solved cases. Pros I love the live chat function because we get to speak to our valued customer's and resolve their customers in real time, this also helps to reduce the email contact. Cons I wish I could be able to see if someone opened a case before I accessed it, this would help me know as pa QA whether some of my agents are avoiding certain cases or not. Review Source bF bri F. assistant manager Medical Practice Used the software for: 2+ years ### "salesforce review" January 10, 2023 5.0 Pros This software is extremely impactful when you are a small business and wanted to connect with new clients that come across your website and fill out the contact form or that just want more information. this software alerts you immediately which allows you to catch the new client at peak interest. it also lets you track what stage of communication you are in and is easy for marketing to send out these potential advertisements to the right people. Cons there is a lot going on when you first get the hang of it but once you start investigating the software a little more its easy to get in the groove of things. Review Source Gabriela D. Servicio de Atención al Cliente Retail Used the software for: 6-12 months ### "Un software fundamental para el Servicio de Atención al Cliente" July 10, 2023 5.0 Usando Salesforce Service Cloud he experimentado un gran aumento en la eficiencia y la satisfacción del cliente. La plataforma ha mejorado significativamente nuestros tiempos de respuesta, la colaboración interna y la gestión de casos. La capacidad de registrar y monitorear las llamadas, así como la integración con otros sistemas, ha simplificado nuestro trabajo diario y ha permitido brindar un servicio excepcional a nuestros clientes. Pros La gestión de centros de atención telefónica es excelente. Me permite organizar de manera eficiente las interacciones con los clientes, asignar casos a los agentes adecuados y brindar un servicio rápido y de calidad. Cons La configuración inicial puede ser compleja y llevar tiempo. Review Source LG Letlet G. Sales and Marketing Retail Used the software for: 6-12 months ### "Step Up Your Customer Service Game with Salesforce Service Cloud" February 21, 2023 5.0 Prior to implementing Service Cloud, we were struggling with a variety of customer service and support issues. Our team was spending far too much time managing customer data across multiple systems and channels, and as a result, we were not providing the level of support and service that our customers deserved.However, since implementing Service Cloud, we have seen a significant improvement in our customer service and support capabilities. We have been able to provide a more personalized and effective customer experience. In terms of specific business problems that Service Cloud has helped us to solve, there are many. For example, we are now able to more efficiently manage customer cases, allowing our team to resolve issues more quickly and effectively.Overall, my experience with Salesforce Service Cloud has been nothing short of exceptional. Pros Utilizing Salesforce Service Cloud has significantly improved my work as a sales and marketing professional. The fact that Service Cloud provides me with a comprehensive view of our customers is one of the best features. As a result, I am able to provide a more individualized and successful customer experience and gain a deeper comprehension of their preferences and requirements.I'm also very happy about the platform's support across multiple channels. I am able to provide a seamless customer experience regardless of how customers choose to interact with us because I am able to communicate with them through a variety of channels, including email, chat, phone, and social media. As a result, I have been able to strengthen my relationships with our clients and increase their brand loyalty.In general, Salesforce Service Cloud has revolutionized my career in marketing and sales. Cons There have been some obstacles in the way. The platform's complexity is one of Service Cloud's major drawbacks. For those who aren't familiar with the platform, setting up and customizing the system can be difficult. However, I have discovered that the time and resources invested are well worth it in the long run.The cost of Service Cloud could also be a problem. Particularly for smaller businesses or those with limited budgets, this is an investment that must be taken seriously. In general, although Service Cloud faces some difficulties, I believe that the platform's advantages far outweigh any drawbacks. Review Source Laura H. Human Resources Generalist Hospital & Health Care Used the software for: 1-2 years ### "It accelerates customer service and personalizes case management" September 22, 2023 4.0 Compared to our previous ticketing system, we now have more intuitive case routing based on statuses, escalations, queues, and other routing options. We're excited to shift our attention from solving cases to helping members with their immediate problems. Pros With SAP ERP as the backend, Service Cloud serves as the customer service interface. Our Service Staff's ability to quickly and easily record and bill for Service Activity is the major function. Cons In order for Service cloud to function properly, too many technologies need to be incorporated. There are many features of Service Cloud that are unnecessary for our company. Switched from [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) As a result, we no longer need to maintain separate systems for our sales and customer care departments. We won't have to manually enter data into a central repository; instead, we'll have access to a wealth of data from which to draw when designing new systems. Review Source Jessica D. Game Programmer Computer Software Used the software for: 2+ years ### "The best cloud tool to manage customer inquiries" November 13, 2023 4.0 It's useful for handling inquiries from leads and other accounts, as well as customer issues. Support channels in this cloud include e-mail, online, and live chat. Pros We are able to better handle customer service issues, cases, and information thanks to this tool.Using Salesforce, we can provide help via email to case, web to case, and live chat. Cons I can't say that I disliked anything about it. But there are two things I'd like to add. Please strive to improve "Reporting" and provide more channels for communicating with customer service. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Using Salesforce's Service Cloud, customer support teams can rapidly gauge a customer's mood while they investigate and address their problems. Review Source VR Verified Reviewer Associate Vice President Banking Used the software for: 2+ years ### "Outstanding Customer Service Platform" November 27, 2020 5.0 Excellent tool ,easy to configure and setup with minimal code. Pros Salesforce Service cloud comes with all the required out of the box functionality required for customer support, which includes below mentioned features which are required for setting up customer service . 1) Receiving the cases through multiple channels like Web and emails. 2) Auto assigning the cases to respective group based on the type of issue. 3)SLA definitions and escalation rules, 4)Assigning the knowledge articles to cases. 5)Self service portals. 6)Chatbots and Einstein analytics. 7)Configuring knowledge base. 8)reports and dashboards. 9)Easy API integrations. 10)Rich UI. Cons Some of the limitations associated with API limits ,Storage limitations. Cost associated with licensing . Reason for choosing Salesforce Service Cloud Out of the box functionality and brand value, customer reviews. Review Source Robert D. Website Administrator Banking Used the software for: 2+ years ### "Salesforce Service Cloud is Excellent for Small or Large Teams" September 15, 2022 5.0 Pros I love the multitude of features I am able to use within the service cloud. The ease of resolving customer issues helps a lot and saves time. I definitely recommend it for any organization. Cons Sometimes it was slow and heavily reliant upon networks. Although it is cloud based, I needed a high speed connection for it to operate. Review Source GS Govindraj S. Head of Support Hospitality Used the software for: 1-2 years ### "Complex customer support software" November 10, 2020 2.0 We tried our best to customise Salesforce and for a year we used it but we found that the kind of features we needed it required a Salesforce consultant team to build it however with an extra cost with a dependency so we moved to Zendesk because they provided exactly what we needed at a much less cost and without needing a consultant. Mid-size companies should never use Salesforce cloud unless if their requirements are very high which cannot be fulliled by a out of box customizated product like Zendesk. Pros Only reports. They have a very good Reports which can be used to build a Dashboard which are very easily customised. Cons It is highly complex and it doesn't come with out of box customization. For every single feature implementation u will need a. Consultant. It is only suitable for big call center provided if they maintain a Salesforce engineering team to create and implement all the features as per the Support departments requirements. Reason for choosing Salesforce Service Cloud We Directly moved to Salesforce from Zendesk as it was a Management decisions Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) It was a Management decisions they wanted to try Salesforce as we were scaling up. Review Source VR Verified Reviewer Quality Assurance Team Lead Consumer Services Used the software for: 2+ years ### "Salesforce for the win! " December 27, 2022 5.0 If you are into Customer Service, Salesforce is the best! Pros I have been using this for more than 2 years and it has been great platform especially for customer service. You can incorporate different tools into it which makes it cool! Cons Sometimes it takes time for it to load, needs to be refreshed. Review Source Elizabeth W. Senior Director Of Digital Marketing Retail Used the software for: 2+ years ### "Excellent for data tracking and analysis" June 9, 2022 5.0 This platform allows me to visualize, analyze the progress that has been made during the day, week, month or year because it allows me to store and manage important data about my company, since it allows me to observe the sales, the service provided, the campaigns of marketing that have been launched, the flow of trade that has been obtained, the productivity of the company, etc. This allows me to access the platform on any device since this platform is cloud-based, it also has a mobile version. Pros I like salesforce because it is a client management administration platform where I can have much more personalized attention according to the needs of clients. It helps me with the direct connection with my customers, manage business opportunities since I can automate to establish and negotiate marketing campaigns so that they are more effective with Pardot, this helps me with the unification of the sales department with the marketing department allowing me to attract, select candidates and minimize the sales cycle. Cons The initial setup is a bit complex and takes time. Switched from [Zoho CRM](https://www.capterra.com/p/155928/Zoho-CRM/) salesforce has better integration with others software of the same brand Review Source NK Norbert K. Functional Analyst Information Technology and Services Used the software for: 2+ years ### "Service Cloud - easy way to communicate with end users and manage Your environment!" May 15, 2022 5.0 I would say my overall exerience after almost 5 years using Salesforce Service Cloud is on good level. I really appreciate working with this tool in daily basis and definitely want to use it even if I will change my job! Pros I like the most way how Salesforce Service Cloud is easy to use. You just need short training, few advices what is what and You can manage Your Salesforce environment without any help! Many ways of customize this tool for Your needs, lots of features are presented in a very accessible way and easy to use - no need to know how to write a complicated code when You can achive Your goal by few mouse clicks. Cons I think that when You want dig deeper in setup possibilities, apex classes etc. it can be quite shocking comparing to ease of use at the begining. Review Source eR erika R. supervisora Construction Used the software for: Less than 6 months ### "Todo en la nube" November 28, 2022 4.0 Pros Tienes muchas cosas positiva, y creo que es la mejor en el mercado, no requiere hadware, ya que es en la nube, tienes alertas , tiene un soporte 24/7 esto te ayuda un montón , accedes desde cualquier dispositivo, tiene app para celular , entre otras herramientas que ayuda a que tu empresa crezca y este más organizada Cons Como todo sabemos lo que tiene acceso a internet tiende ser vulnerable, la app tiene un costo medio alto , es accesible, pero hay varias herramientas como el chat que requiere un pago adicional, pero si tu quiere que la empresa sea mejor , hay que adquirir esos costos. Review Source Patrick C. Vice President - Sales Financial Services Used the software for: 2+ years ### "Salesforce makes it easy to maintain a large group of sales prospects and integrates with outlook" May 4, 2018 4.0 I really like the ease of use with this CRM and the fact that it integrates with our other softwares. We operate as a sales unit, so it is essential that we are aware of what other members of the team are doing at all times, and where they stand on different leads, territories, etc. It eliminates the need for additional forms of communication, documents, spreadsheets, you name it. This is essential for any sales team out there, regardless of industry. Pros We are a sales and distribution company for a number of investment companies that run mutual funds, hedge funds etc. We have a GIANT list of prospects and trying to manage all of that in excel spreadsheets would be a nightmare when you consider that we operate as a team and not on an individual basis. It's easy enough to use and integrates well with outside software, such as outlook and excel. Great product for sales teams\*\*. Cons I'm really not a fan of the lack of a genuine support system. If you have any issues, your only option is to email the support team and they have not been very helpful in my experience. Unless you pay for the top tier of salesforce, there's no phone number that you can call. I wish they had a decent tutorial and moreover, there are some no brainer adjustments that could really improve the CRM, such as mass email integration. Perhaps there is a way, but the fact that I have not been able to figure it out or get a decent answer from support speaks to their support system. Review Source MG Mentor G. Operatore Sociale Non-Profit Organization Management Used the software for: 6-12 months ### "Sorprendentemente utile" January 29, 2024 4.0 Esperienza costruttiva che mi ha insegnato tanto Pros Ottima la gestione dei contatti e degli account collegati Cons Alcune cose da migliorare ci sono sempre Switched from [Oracle Service](https://www.capterra.com/p/227033/Oracle-Service/) sperimentare nuovi software utili al mio lavoro Review Source Chris M. Salesforce Manager Logistics and Supply Chain Used the software for: 2+ years ### "World Class CRM" December 12, 2022 5.0 We have an amazing relationship with Salesforce directly as well as with the platform itself. We are looking to grow our usage of the different service offerings Salesforce provide. Pros It's a world class platform which provides massive updates three times a year based on customers feedback. The platform is ever growing and it is our CRM of choice. It is so easy to admin and you will get your ROI! Cons Some new products released have limited functionality and require a few release updates to catch up with relevant features but try to adopt as early as possible! It is worth it. Review Source AC Alex C. IT Development Architect Government Administration Used the software for: 2+ years ### "Councils use of service cloud" November 13, 2023 5.0 Has been an excellent way to transform business processes and modernise our technology stack. Pros Versatility to use for different requirements. Preconfigured solutions for our purposes Cons Very difficult to move away. Cost is high. Review Source SP Shaun P. Senior Software Technician Utilities Used the software for: 1-2 years ### "Review of Sales Force" April 3, 2023 4.0 Overall, my experience with Sales Force has been positive. I love the visibility you get into tickets and the analytics and reports that can be run, to fine-tune workflow. Pros I like that I can log in from anywhere and have access to all my work. There is also room for a ton of automation within the SalesForce platform. Cons I've run into a number of bugs within Sales Force. Getting these bugs fixed has been a long process. Review Source Krishna L. Human Resources Generalist Hospital & Health Care Used the software for: 2+ years ### "It's fantastic that it's adaptable and customizable" May 18, 2022 4.0 Use this in my store to run my firm, and it provides a lot of amazing options and friendly customer support as well as an excellent program. Although the pricing structure can be a bit of a challenge to stomach at times, the customization and integration options are practically limitless, so that alleviates my concerns. Pros The most appealing aspect of Salesforce Service Cloud to me is how simple it is to use. You don't need any support managing Your Salesforce environment after only a few minutes of training and a few tips. If You don't have the time or inclination to learn how to write difficult code, this tool will allow You to accomplish Your aim in a few of mouse clicks. Cons Sales and Service cloud might be expensive, but buying them both at once can save you some money. Unless a former colleague serves as a mentor, it is difficult to learn the ropes. Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) Integration with RingDNA's sales cloud the ability to track tickets with ease of use As a result, both Sales and Service need to constantly check in with one another in order to learn more about their customers. Review Source VR Verified Reviewer Sr. Network Engineer Logistics and Supply Chain Used the software for: 1-2 years ### "The absolute best ticket management tool for product support teams" June 6, 2022 4.0 It was a great experience. A must for support and service management. Pros Queue management and integration with tools like jira, confluence and smtp. Cons New UI is a bit confusing and when the mail trail becomes long the comments are not auto updated. You have to delete some history. Review Source JM Jeffrey M. executive director Non-Profit Organization Management Used the software for: 2+ years ### "A bit of an investment, but well worth it if fully utilized. " August 4, 2023 5.0 Once we decided to make the investment in Salesforce, we were 100% behind implementation for all of our CRM needs. There can be a learning curve but once learned, we can do everything we need to stay connected to our donors. Pros The best thing about Salesforce Service Cloud is that it is fully customizable. It is the only CRM software we need. Cons The upfront cost is more than other programs. Alternatives considered [HubSpot Marketing Hub](https://www.capterra.com/p/171840/HubSpot-Marketing/)[Amazon S3](https://www.capterra.com/p/174285/Amazon-S3/)[SAP Concur](https://www.capterra.com/p/380/Concur-Expense/) Reason for choosing Salesforce Service Cloud This software seemed more comprehensive, customizable and is the CRM standard. Review Source VR Verified Reviewer Vice President, Technical Support Computer Software Used the software for: 2+ years ### "Powerful and critical user friendly software" June 8, 2022 5.0 Very positive experience using Salesforce Service Cloud. It completely takes care of our service center ticketing system requirements. Although expensive, we are glad we made this choice. Pros Salesforce is extremely easy to use with rich features and functionality. There is a huge marketplace out there with third-party apps which will help you with your business needs with strong integration capabilities. It's an excellent case management tool for our support team and everyone loves it. We've never heard of outages or major problems, and the software works consistently all the time. Cons The cost appears to be on the higher side, they seem to be expensive even for minor requirements. Some configurations are complex and Bizapps take too long to implement changes. The Mobile version app is terrible and SF can do a lot better in this area. Review Source VR Verified Reviewer Workforce Management Planning Supervisor Information Technology and Services Used the software for: 2+ years ### "Salesforce is one of the best CRM out there!" September 10, 2018 5.0 Salesforce is the best platform out there to help you resolve your business problems! It is the best CRM that you can access anywhere; anytime! Pros Salesforce helped us resolve one of the major problems in our firm. At first, we were using Excel as our Candidate and Client database, and most of the time we get troubles because of this. There are times that we reach out a candidate who then turns out to be our client. There are times as well that we reach out to a candidate more than 5 times a day, and because of that we get a lot of "do-not-contact" requests. With Salesforce, it helped us to create tailor-fit solution to our business problem. We were able to import all of our candidates and clients to Salesforce by just uploading our excel databases in the system. We were able to put do not contact provisioning to our clients, to candidates that are currently in process, and also those candidates who indicated that they are not actively looking. Now, we were able to make a great relationship with our candidates and clients through Salesforce. Cons What I least like about Salesforce is their customer support. Sometimes they are not that very good in resolving tech problems. Well, we seldom get problems so we barely need their help, but I hope Salesforce trains them well. Review Source AFQ Angela Fernanda Q. Coordinador de comunicaciones Construction Used the software for: 6-12 months ### "Una muy buena herramienta " February 28, 2023 4.0 En general es muy buena, es una plataforma muy robusta, donde se encuentra todo lo que requiere el usuario y la empresa para conocer el trabajo que se está realizando. Facilita procesos comerciales y de mercadeo. Pros La facilidad que se tiene al conocer el cliente. La bitácora, el proceso que se le lleva, las alertas, la integración de diversas áreas de la compañía y demás. Cons Los informes. En ocasiones puede ser confuso Review Source NL Newtorn L. Integration Manager Marketing and Advertising Used the software for: 2+ years ### "Amazing CRM" November 17, 2021 5.0 Its an amazing tool that every big organization needs for all departments. One tool for all Pros I love the easy of creating templates that can be used by other teams and also the easy to create custom reports and templates. This tool is so Robust, in fact most features go unused, so many than you need Cons The set up is abit tricky and takes time, also considering other new boys on the market, its more expensive. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.