# Page 10 | Salesforce Service Cloud Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 10 - 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

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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/)

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Last updated March 13th, 2026

# Page 10 - Reviews of Salesforce Service Cloud

## Showing most helpful reviews

Showing 226-250 of 816 Reviews

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Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

AG

Andre G.  
Owner  
Retail  
Used the software for: 2+ years

### "Perfect for all my activities."

September 25, 2021

5.0

Pros

In fact, an excellent and reliable tool to manage my business from end to end, allowing secure storage, quick consultations and even closing big deals with integrated subscriptions, just perfect.

Cons

I have no negative comments for this software, my experience has been fantastic.

Review Source

KW

Kirsten W.  
SEO Account Manager  
Marketing and Advertising  
Used the software for: 2+ years

### "A Great Software For Team Collaborations"

November 30, 2018

5.0

Overall, I think Salesforce is great! It’s an amazing multi-purpose tool!

Pros

It’s super easy to use and understand. Yo i love the Chatter feature because you can reach out to and keep anyone in the loop with any issues or important matters. It’s always great that your Chatter messages are always available to look back on which is helpful for keeping track of everything. I also love that you can create tasks and reminders for yourself. It’s a great multi purpose tool.

Cons

I honestly can’t think of anything I have had any issues with so far. If I had to pick something, and it could possibly have just been a glitch I’m not sure, is that originally your feed would only show you relevant posts for account you follow. Now it seems to show you everything even if you aren’t involved, chattered, or following an account.

Review Source

JM

Jane M.  
Customer Service Rep  
Apparel & Fashion  
Used the software for: 6-12 months

### "Highly Recommended for ticket management and Sales management!"

February 15, 2023

5.0

I love that you won't have to navigate that much tools to get a resolution for a customer's concern as pretty much everything can be accessed with this tool.

Pros

I love that with only one piece of a member's/ customer's information, all data are handed within one one page.

Cons

Not much. Everything is pretty easy and words/ terms used are easily understood and precisely termed.

Review Source

Hakob A.  
Applications Engineer  
Electrical/Electronic Manufacturing  
Used the software for: 6-12 months

### "Helps organize the company internal communication, but very buggy"

June 15, 2022

4.0

Pros

The overall perception about this software is good. It is possible to manage the customer-created tickets, status-update your colleagues, view company reports and statistics in one multifunction platform. The UI is quite intuitive, all the functions are easy to find.

Cons

With all mentioned advantages, there is a one major issue. The platform is super slow and buggy. It is integrated with your company's 2-factor authentication system, and if you leave your tabs open for some time, apparently you will lose all of them because the system will reset for a longer inactivity. Hope this could be fixed soon

Review Source

JP

Jose P.  
Cloud Native Developer  
Telecommunications  
Used the software for: 6-12 months

### "Great SaaS solution"

May 1, 2022

5.0

Pros

Effortless installation, saved us almost a month of installation and deployment process.

Cons

No free trial full of features, besides that the quality of the UI is awesome.

Reason for choosing Salesforce Service Cloud

Friend recommendation

Switched from

[Infobip](https://www.capterra.com/p/127997/Infobip/)

Flow documentation and features for customer service.

Review Source

VR

Verified Reviewer  
Senior Litigation Paralegal  
Law Practice  
Used the software for: 1-2 years

### "Loved using SaleForce!"

October 8, 2018

4.0

Pros

Well, where to start? My company had an old sale program that was HORRIBLE, and when we switched to SalesForce, I thought I had died and gone to heaven. It was so easy and not complicated. Before, I had to refresh leads manually and stay at my desk 8 hours a day, but with SalesForce, all of that was done for me as the Sales manager and it was so nice to leave my desk and not have to worry that my team was getting their fresh leads every few hours.

Cons

Not really much to dislike since our previous software was such a nightmare. Overall, great software!

Review Source

JD

Julie D.  
OAS  
Mental Health Care  
Used the software for: 1-2 years

### "Service Cloud"

June 14, 2022

5.0

I use this daily. I have been using this for almost 2 years. It allows me to answer each call the best I am able to.

Pros

Allows me to answer each call professionally.

Cons

Sometimes it will overload and cause missed calls.

Review Source

JA

Julia A.  
Enterprise Account Executive  
Computer Software  
Used the software for: 2+ years

### "Salesforce Service Cloud is by far the most customizable"

November 27, 2023

5.0

Pros

Salesforce Service Cloud is by far the most customizable solution I have tried.

Cons

It takes a lot longer to configure/set-up because it is so customizable and it's expensive, but ultimately it's worth it being able to do whatever we want to leverage best-in-class partners.

Review Source

VR

Verified Reviewer  
Copy Coordinator  
Broadcast Media  
Used the software for: 2+ years

### "Salesforce Service Cloud"

December 11, 2019

3.0

Overall it does what it should and for the price it's great also.

Pros

Salesforce helps us provide the assistance we need to give to clients and makes it easier for them to get answers to most of their question without much assistance.

Cons

What I like least about this software is I do think it could be more user friendly, but with an application like this it's clear it would have a bit of a learning curve.

Review Source

VR

Verified Reviewer  
Service Delivery Supervisor  
Hospitality  
Used the software for: 2+ years

### "Best in the business"

November 30, 2018

5.0

Pros

I use Salesforce every day, and the possibilities are endless. There are so many great things that can be done within this platform, and it's great for keeping track of leads and contacts. Salesforce is a crucial part of my company, and I don't know where we would be without it.

Cons

I am slowly learning more about the back end workings of Salesforce, so I have no complaints now!

Review Source

VR

Verified Reviewer  
Quality Lead  
Internet  
Used the software for: 2+ years

### "One of the Powerful CRM solution in the industry"

December 5, 2018

4.0

We use it for our CRM needs. This tool has done a great job till now.

Pros

Completely customizable to your company, you can customize it in the way you want it for your business Dash board and analytics features are amazing. Intuitive and user friendly

Cons

Integration with other tools are quite difficult and sometimes may slow down your work. Quite expensive compared with other tools in the market.

Review Source

VR

Verified Reviewer  
Advance Sales Associate  
Entertainment  
Used the software for: 2+ years

### "Individual and Corporation user"

October 28, 2018

4.0

I have used Salesforce as an individual and am currently using Salesforce as a part of a large corporation. It has a great many features and can definitely help sales people keep up with their client base.

Pros

One of the best features of Salesforce is when you complete a task and it automatically creates a follow-up task.

Cons

Too expensive for an individual user. If you are a part of a company that pays for it, that's great.

Review Source

VR

Verified Reviewer  
Investment Advisor Representative of Voya Financial Advisors  
Financial Services  
Used the software for: 2+ years

### "Very Intuitive"

January 9, 2019

5.0

Pros

There are endless possibilities for creating and working a pipeline in Salesforce. The search feature is quick and easily accessible and allows you to search any field on a contact or organization. Report functionality is incredible and an infinite amount of add-ons and integration options

Cons

A bit of a learning curve but to be expected with all the functionality it offers.

Review Source

Margaret W.  
Freelancer-Blogger-Copywrite-Editing-Proofreading  
  
Used the software for: 1-2 years

### "So many functions...so little time"

February 13, 2018

4.0

If you've used other CRMs, you will like this. I had used others that were very cumbersome. Once I learned my way around the software, it became a breeze

Pros

This CRM suite is excellent if you are a small, or midsize organization that are primarily sales and support. This a app has sales management & tracking, that help us manage customer accounts, track sales leads, monitor our marketing campaigns and provide post-sale service and support. One of the best features is Salesforce Outlook where you can sync your contacts, calendars, emails and tasks . Salesforce helps you manage all your contacts, tasks, events and, track sales deals. You can actually harvest leads as well. The add-on capabilities are quite good this is one of the best on-demand CRM) suite I've ever used. provide service post sale.

Cons

Navigating SalesForce's capabilities took a little time to get used to-at first I needed help learning where to go for information

Review Source

James H.  
IT Manager / Web Development Manager  
Oil & Energy  
Used the software for: 2+ years

### "Excellent Product for any size business"

January 5, 2019

5.0

Pros

We have taken our business from no CRM to utilizing Salesforce and a couple of App's from their App Exchange and completely automating our sales processes and customer relations. Prior to Salesforce communication with our sales team was strictly by email.

Cons

The only negative to say about this is that they need to provide a great amount of data, otherwise a great product.

Review Source

CR

Chevy R.  
Solution Architect  
Computer Software  
Used the software for: 2+ years

### "Review - Salesforce Service Cloud"

May 5, 2022

5.0

The pricing structure is a little tough to swallow at times, but the customization and integration possibilities are basically endless so that eases my concern quite a bit.

Pros

It's easy to use and looks great (Salesforce, duh). I found it easy to implement and configure to the needs of the team.

Cons

I actually don't have a ton to complain about here. I think most of the complaints would be around Salesforce itself, but the product is the best there is.

Review Source

ML

May L.  
Marketing Coordinator  
Marketing and Advertising  
Used the software for: 2+ years

### "Customer Knowledge All In One Place"

November 16, 2022

4.0

Pros

Provides customer details all in one location.

Cons

A lot to take in at first but once you know where everything is located, it's a breeze.

Review Source

perry G.  
Owner  
  
Used the software for: 2+ years

### "Very expensive, and I can't get my data out at the end"

February 28, 2018

4.0

Not a lot of long term benefit. We left the software and had to pay hundreds of dollars to get our data back that we had put in. Also someone in our office had their term end before he got the data and they made him pay for a full year in order to access it to get the data out. They won't let you pay for a month or retrieve your data once your contract expires.

Pros

The software is easy to use, it is cloud based so no software to install, i can share my data with other people in my office, but can't see if they ever access it or what they do with it.

Cons

Very expensive, Have to pay for a year in advance, so if I chose to leave i lose the money, and if something else is better you can't get out. And very hard to get your data out if you chose to go to another product. They want you forever

Review Source

HP

Heena P.  
Senior Manager  
Consumer Electronics  
Used the software for: 6-12 months

### "Enables businesses to deliver exceptional support experiences through its comprehensive features"

July 2, 2023

5.0

A leading customer service solution, enabling businesses to provide efficient and personalized support to their customers.

Pros

It helps with case management, omnichannel support, knowledge base, automation, analytics, and seamless integration capabilities for exceptional customer service all in one platform

Cons

One potential drawback of Salesforce Service Cloud is its relatively high cost, which may be a deterrent for smaller businesses with limited budgets

Review Source

TA

Tarek A.  
Customer Service Specialist  
Outsourcing/Offshoring  
Used the software for: Less than 6 months

### "Get closer to your customers"

March 3, 2023

3.0

I use it every day at my work, it's the main platform that allows us to contact our customers. It really helps.

Pros

It gives me all the tools that help me to handle customers and serve their needs.

Cons

It's too expensive and whenever an issue in the system, it ends the chat while talking to the customers.

Review Source

Peter K.  
Solutions Architect  
  
Used the software for: 2+ years

### "So much out-of-the box and very customizable"

October 14, 2017

5.0

Saves time by using inbuilt features. Allows custom business process via customization. You'd be hardpressed to find a more fully featured service offering that also offers the benefits of the Salesforce platform.

Pros

There are so many useful features out-of-the-box. Omni-channel routing, knowledgebase, live web chat, console experience, etc. On top of that, it can be customized easily with the platform.

Review Source

Matt K.  
Business Development and Marketing Manager  
  
Used the software for: 2+ years

### "Good Sales CRM but doesn't have enough account management features"

August 2, 2018

4.0

Helps to organise sales processes at our company and is a great base for initial reporting.

Pros

Helps to organise sales process. Great place to keep all the information on your Customers (as any CRM should do).

Cons

Not enough account management features. Too many fields in the initial reporting which makes it hard to pinpoint the most important records. Lack of clear pipeline

Review Source

VR

Verified Reviewer  
Information Security Analyst  
Information Services  
Used the software for: 2+ years

### "Sales force has always been the best in my book"

July 10, 2018

4.0

We use this for tickets, customer relations, and asset management.

Pros

The software is incredibly flexible. This can meet the needs of any company with a good developer behind it

Cons

The price point is a bit high. This can really limit smaller companies from using this software. This software also would require a developer to run properly or a support package being bought.

Review Source

VR

Verified Reviewer  
Principal  
Non-Profit Organization Management  
Used the software for: 2+ years

### "Excellent CRM System "

November 21, 2018

4.0

Wonderful overall product. We've also started using Pardot and love how streamlined it is for all of our communications needs. Salesforce Communities has allowed for an excellent online community for our constituents.

Pros

Industry standard that plays well with other software. Easy and intuitive to use.

Cons

The product requires constant maintenance to ensure no duplicates and that the data is still relevant.

Review Source

VR

Verified Reviewer  
Technical Support  
Computer Software  
Used the software for: 2+ years

### "Very Powerful Tool"

December 18, 2018

5.0

Pros

Salesforce is very customizable. There's so much you can do with it to tailor it to your organization. It connects all of our departments together and allows us a historical picture into each individual customer.

Cons

Difficult to implement. Difficult to learn. Lack of awareness of the available tools like User Communities, Macros, and Email Templates.

Review Source

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