# Page 12 | Salesforce Service Cloud Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 12 - 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 12 - Reviews of Salesforce Service Cloud

## Showing most helpful reviews

Showing 276-300 of 816 Reviews

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Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

Marcelo A.  
Accounting Senior  
Primary/Secondary Education  
Used the software for: 6-12 months

### "Salesforce Service Cloud"

July 20, 2023

5.0

Hemos mejorado la eficacia del servicio de atención al cliente

Pros

Herramienta de fácil utilización e integraciónEstablece KPIs sobre la satisfacción del clienteAmplía los canales digitales

Cons

Por el momento no tengo comentarios desfavorales

Review Source

Ivor W.  
Client Engagement Manager  
Information Technology and Services  
Used the software for: 2+ years

### "Salesforce Review"

September 24, 2018

5.0

Good experience to date with a dedicated account manager if anything goes wrong, However, the UX and Ui could improve significantly.

Pros

\-Ability to keep a thorough audit trail of all communications with accounts - calls, emails & meetings. -Ability to run canned and bespoke reports on the data held within my account - very flexible and easy to use reporting engine.

Cons

I find the settings difficult to use - I have been trying for a while to customize stages within my sales opportunities and I still haven't worked it out. Should be more user-friendly. Also, the user interface tends to change quite frequently - I prefer the previous version.

Review Source

VR

Verified Reviewer  
Benefits Consultant  
Insurance  
Used the software for: 2+ years

### "Great for Performance Tracking"

September 9, 2018

5.0

Pros

My last 2 companies have used salesforce. It is a great tool for tracking prospects and keeping your sales people accountable and motivated.

Cons

Some of the functions were difficult to use. The interface could be more intuitive. Some of the add-ons are expensive

Review Source

VR

Verified Reviewer  
Operations Coordinator  
Information Technology and Services  
Used the software for: 2+ years

### "SalesForce"

October 4, 2019

4.0

It is a great product to use, I just wish it didn't cost so much per user.

Pros

I like the functionality that SalesForce has to offer. It is also very customizable to meet the way your business operates.

Cons

It is very expensive per user and in my opinion, isn't worth how much it costs.

Review Source

GM

Grace M.  
Human resource assistant  
Insurance  
Used the software for: 1-2 years

### "best customer service tool"

February 18, 2023

5.0

it has helped us in customer support services which has enabled communicaate with our customers incase they need help or any information about our services

Pros

helps us deliver efficient support to our customers by routing cases to our agents us the omni-channel routing which helps our agents worker faster by directing cases to the right agents bases on their skill set and availability hence making our customer services so efficient.

Cons

most of our agents find hard using the software since it reqiures some technical knowledge to operate hence need for training of all new agents on how to use the software.

Review Source

VR

Verified Reviewer  
Analyst  
Government Administration  
Used the software for: 2+ years

### "The best cloud CRM available to successfully manage your customers"

December 14, 2018

5.0

Salesforce is fast gaining popularity.. I have been using it at my current workplace as well as my previous workplace. Using Salesforce has been a treat. I can track leads, send out marketing material for selected groups as well as track sales- an end to end solution. I recently discovered the Data import wizard and it has made life so much easier. The customer service team is also very responsive. It is a win-win!

Pros

The best feature of Salesforce is its easy setup- its objects and associated processes are intuitive and come with an interactive platform. Lead management is seamless and the ability to automate marketing is a cherry on the top.

Cons

Price might be a tipping point (as always is) but the services offered are worth paying for.

Review Source

VR

Verified Reviewer  
Applications Analyst - Digital/eCommerce  
Retail  
Used the software for: 2+ years

### "Review"

August 20, 2018

4.0

Pros

I am specificall using Demandware as their eComm platform , and like the way they give you flexibility to add custom logic.

Cons

Getting anything added to their roadmap to provide a better customer experinece -- they do not do that fast enough for the customers.

Review Source

VR

Verified Reviewer  
Consumer Insights Data Expert  
Consumer Goods  
Used the software for: 1-2 years

### "Great Legacy Tool for CRM"

September 20, 2023

4.0

Overall, it's one of the legacy tools we have in CRM area.

Pros

Amazing capabilities for utilizing all the consumer data we have especially having all the consumer data regarding even each transaction with them.

Cons

Reporting ability is limited to four dimensions and this might cripple the reports we're getting.

Review Source

VR

Verified Reviewer  
Orthotics Specialist  
Wholesale  
Used the software for: 2+ years

### "BEST CRM tool on the market"

November 27, 2018

5.0

BUY IT!

Pros

My previous employer switched to salesforce from an in house program for tracking leads and accounts. Nothing can compare to salesforce for everyday sales use.

Cons

Nothing, I used this for 4 years and can't say there was anything wrong with the program.

Review Source

VR

Verified Reviewer  
Marketing Account Manager  
Financial Services  
Used the software for: 6-12 months

### "Used to track clients and interactions with clients."

August 1, 2018

5.0

Pros

The automatic email feature that logs emails between yourself and your clients is the nicest thing about SalesForce as it neatly keeps track of all your interactions. It's also super helpful to see what other members of your team have been working on with those clients as well. SalesForce is also super helpful if you want to have a good history about a client in case someone leaves the company.

Cons

There is a definite learning curve and if you don't know where to go to find things or how to move in the system it can be a little challenging and daunting.

Review Source

VR

Verified Reviewer  
Process Improvement Manager  
Internet  
Used the software for: 2+ years

### "user for basic version "

October 18, 2018

4.0

Pros

the reporting is awesome dashboard creation and subscribing is also a nice touch the ticketing system can be easily linked to emails which is awesome

Cons

the basic version is ok but, if you're using cloud or a more expensive version it's pretty good

Review Source

AS

Ami S.  
Head of Technical Support  
Computer Software  
Used the software for: 6-12 months

### "Salesforce can work for you as a tech support executive"

December 15, 2021

5.0

Really enjoy working with the service. It's easy to manage and integrations are great

Pros

Integrates well into existing Salesforce CRM Very customizable Great reporting tools good email-to-case and web-to-case capabilities

Cons

requires a salesforce administrator since nothing comes out of the box

Alternatives considered

[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)

Reason for choosing Salesforce Service Cloud

already have info in Salesforce so it's a crucial aspect

Switched from

[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)

searched for a better solution that also integrates well with existing info in Salesforce

Review Source

VR

Verified Reviewer  
Senior Account Executive for Non Profit Organizations  
Internet  
Used the software for: 2+ years

### "Powerful software that takes a lot of customization"

July 5, 2018

5.0

Pros

Ability to customize reports and source info that is needed to find the best leads and organize my day

Cons

complicated functionality and hard to first learn without some hands on training for new reps which slows down their productivity

Review Source

LS

Larissa S.  
Analista de Dados e Sistemas Pleno  
Banking  
Used the software for: 6-12 months

### "Best tool for fulfillment operations"

December 8, 2022

5.0

Pros

1- Ease of parameterization of features2- Indicator monitoring panels3 - queue management4 - Integration between systems5 - intuitive6 - Design

Cons

Long response time support and frequent bugs

Review Source

VR

Verified Reviewer  
会社員  
Information Technology and Services  
Used the software for: 1-2 years

### "多彩な運用が可能なＣＲＭシステム"

February 14, 2023

5.0

Pros

営業の管理用ツールとしてカスタマーや顧客の管理をすることができる。また、そこに繋げて売上管理も可能でセールスレポートの作成にも役立っているので、かなり使用頻度の高いサービスとなっている。

Cons

少し通常の運用とは違う方法（データベース）としての利用をしているので、致し方ない部分はあるが、データの紐付け方によってはレポート機能で取り出せる情報、取り出せない情報が存在する。上記の理由からデータの紐付け方にコツがいるので、導入のしやすさはマイナスポイント。

Review Source

VR

Verified Reviewer  
Account Executive  
Marketing and Advertising  
Used the software for: 2+ years

### "By and large the leader for CRM"

December 24, 2018

5.0

Great product. Great company. Keep it up!

Pros

Salesforce is the true leader in CRM software. They have the ability and investment to make functionality enhancements and additions.

Cons

Sometimes it can get cluttered with out of date info.

Review Source

CS

Chiara S.  
Reviewer  
Arts and Crafts  
Used the software for: I used a free trial

### "It makes your work easier "

November 2, 2023

5.0

It made my work easier and that was positive for me and for my employers as well. I felt more comfortable to use it when I have a client on the phone as it’s faster than other software programs. So I had a good experience in the overall.

Pros

As a customer assistant this program helped me in managing clients datas easily and quick. When you have a client on the phone you have to be quick in filling the forms with its datas to sell a power or gas contract and recorder a vocal agreement.

Cons

It’s too simple and it doesn’t have many tools. It suits only for certain jobs. In my opinion it could be improved.

Review Source

VR

Verified Reviewer  
Loan Officer  
Banking  
Used the software for: 2+ years

### "Game Changer!"

September 12, 2018

5.0

Pros

Very versatile and easy to customize. Integrates easily into your workflow. Somewhat open source so you can add customization and 3rd party plugins.

Cons

Needs some set up, but once it's up and running easy to use.

Review Source

VR

Verified Reviewer  
Salesforce Administrator  
Financial Services  
Used the software for: 1-2 years

### "My experience is on the Admin side as I develop it for my company"

May 4, 2018

5.0

Pros

It's extremely easy to use and user friendly. Customization are endless and it integrates seamlessly with all of our other 3rd party and in-house systems.

Cons

It can be a bit pricey, but it's worth it if you get the right people on it. There are little quirks here in there where you ask "why on earth would the not allow this?", but you can easily find a work around.

Review Source

VR

Verified Reviewer  
Director Of Business Development  
  
Used the software for: 6-12 months

### "Great functionality after learning curve"

July 10, 2018

5.0

Pros

Salesforce can really do anything you might want to do in terms of storing, manipulating, and retrieving customer data. Creating records, running queries, etc. are all a breeze after you've learned the platform.

Cons

Have a plan for how the software is going to be used before setting up the system. Most of the issues that I had with the platform emerged from our organization deviating from the original plan to suit emerging needs, which can cause some issues in terms of how records are either stored or pulled.

Review Source

Joseph D.  
VP, Strategic Partnerships  
Information Technology and Services  
Used the software for: 2+ years

### "Salesforce User Review"

December 20, 2018

5.0

Overall positive

Pros

I like the ability to manage a pipeline and track activities related to customers and prospects.

Cons

Reporting is complicated. Often need help from Salesforce admin to get insights I’m looking for.

Review Source

BR

Beatriz R.  
SEM Specialist  
Marketing and Advertising  
Used the software for: 1-2 years

### "Software para CRM Marketing"

December 13, 2022

5.0

Nos está ayudando a optimizar gran parte del CRM de la empresa, pues todos tenemos acceso directo y eso facilita mucho las cosas.

Pros

Se trata de una plataforma donde toda información en base a los clientes se sube a la nube que comparte toda la organización de tu empresa, por lo que es muy fácil acceder a los datos del CRM. Se maneja de manera muy simple y tienes información inmediata.

Cons

Problemas a la vez de implementar la herramienta y un poco costoso con respecto a la competencia, pero merece la pena.

Review Source

JM

Javier M.  
PROJECT LEAD  
Marketing and Advertising  
Used the software for: 6-12 months

### "Multitud de herramientas para solucionar distintos problemas"

March 31, 2023

5.0

Pros

Es una buena herramienta para poder solucionar distintos escenarios de manejo de datos en la nube, puede servir para multiples servicios y conectarlos entre ellos. La flexibilidad es su punto más fuerte, el servicio en general también es excelente.

Cons

Creo que el punto en contra es que tiene una curva de aprendizaje pronunciada, y formar al equipo para que la utilice es un punto complicado.

Review Source

VR

Verified Reviewer  
Content  
Broadcast Media  
Used the software for: 6-12 months

### "Salesforce Review"

January 13, 2023

5.0

Great

Pros

I like how easily very thing can be checked in Salesforce from Csat scores to taking live chats it is very easy in this software and helped me make my daily work easy

Cons

The software is a little slow when the networks are not good and the normal chats suddenly pop ups which I personally find difficult to manage at the time when a customer is active

Review Source

JC

Jose C.  
Supervisor  
Government Administration  
Used the software for: 1-2 years

### "Salesforce herramienta útil "

November 14, 2022

5.0

La experiencia en general ha sido satisfactoria, al usarlo y al enseñar tiende a ser sencillo poder capacitar y que los empleados nuevos lo usen.

Pros

Lo fácil de usar, lo cómodo de la interfaz y lo práctico que es para enseñarle a los nuevos empleados a usar el programa, fácil capacitaciones

Cons

El tipo de letra pudiera ser más amigable a la vista

Review Source

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