# Page 14 | Salesforce Service Cloud Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 14 - Is Salesforce Service Cloud the right Field Service Management solution for you? Explore 824 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/136189/Salesforce/reviews --- Salesforce Service Cloud 4.5 (824) [View alternatives](https://www.capterra.com/p/136189/Salesforce/alternatives/) 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 April 20th, 2026 # Page 14 - Reviews of Salesforce Service Cloud ## Showing most helpful reviews Showing 326-350 of 824 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Manger of Customer Success/Support Logistics and Supply Chain Used the software for: 1-2 years ### "Not ideal for our business" December 8, 2019 3.0 Being used as a tool to manage and store customer support case information Pros The software made it possible for us to organize our support cases as they came in to our team email inboxes. Cons Whenever an email was sent on the same thread a duplicate case was created. Lots of time is spent manually trying to merge cases together. Review Source GG Gail G. COVID-19 Case Investigator Higher Education Used the software for: 2+ years ### "Salesforce Review" November 23, 2021 5.0 Pros Salesforce 8s a great tool for CallCenter Management. Cons Salesforce is pretty ease to use. I don't have complaints. Review Source AH April H. Marketing and Events Coordinator Non-Profit Organization Management Used the software for: 6-12 months ### "Salesforce requires extensive training but is a very powerful tool." January 4, 2019 4.0 Pros The basic features are easy to navigate and conveniently store mass amounts of information. We are a medium sized non-profit using the software to manage our donors, clients and contacts. While the software has capabilities far beyond our needs, it offers us the option of one tool for tracking a variety of aspects of our organization. Cons The software is so specific in its data entry that it is frustrating when small mistakes impact the data. Things as simple as making sure all addresses are consistent in spelling out the street type versus abbreviating can skew the reports. In order to use the software effectively, it requires extensive training that isn't easily taught to other coworkers. For an organization of our size, it becomes cumbersome to keep up with training employees on the software while maintaining workplace efficiency. Review Source VR Verified Reviewer multi channel sales associate Retail Used the software for: 2+ years ### "welp" January 2, 2019 5.0 Pros good program. easy to use and great use to solve problems and make amazing sales. Cons pricing is my only beef because they need more affordable options. Review Source KS Kyle S. Telecomms Engineer Telecommunications Used the software for: 1-2 years ### "Top tier platform" April 6, 2023 5.0 productivity of this platform is off the charts, all users are able to access an abundance of information right at their finger tips Pros the layout is key when using this platform. very easy to navigate through the tabs. great for storing business details Cons after using this platform for the past 2 years i can honestly say there is not a single function i could criticise Review Source VR Verified Reviewer Owner Non-Profit Organization Management Used the software for: 1-2 years ### "I'm so organized..." December 5, 2018 5.0 I love it! Pros I love that we are able to keep all our organizations and people organized. I absolutely love the campaigns to keep groups organized. Cons The only thing I do not care for is how to edit the fields in the record. There are way too many steps and too much frustration to get one thing added. Review Source JH Jim H. Sales Operations Manager Computer Software Used the software for: 2+ years ### "#1 CRM for concise data, reporting, and analytics for a growing business" July 6, 2022 5.0 Pros The ability to manage the entire database of prospects, customers, and house the entirety of historical data all in one system. Being able to integrate with a multitude of other platforms and managed packages through the app exchange. Cons Limitations in reporting at times and constant updates and new rollouts that slow down workflow and create the need for team trainings. Review Source VR Verified Reviewer Account Development Manager Human Resources Used the software for: 2+ years ### "Great Sales Tool" November 22, 2018 4.0 Pros Easy way to stay organized and keep track of my activity with clients and prospects. Cons Creating reports are not as intuitive as they can be Review Source VR Verified Reviewer Account Executive Used the software for: 1-2 years ### "Sales Force is robust and helpful" January 10, 2018 4.0 organizes all my sales leads and accounts Pros I like all the views and search ability you have. Very stable and works most of the time. Works well with any other apps and programs. Cons You really need a salesforce admin to customize the system and keep things updates in order for the system to work properly. Review Source VR Verified Reviewer President Management Consulting Used the software for: 2+ years ### "Salesforce CRM" December 4, 2018 5.0 Been using it for years Pros Integration partners and ease of use make it flexble. Cons Expensive for the use. Other options are available much cheaper. Review Source RS Rachel S. Propoal Analyst Insurance Used the software for: 2+ years ### "Salesforce - Review 2018 " October 22, 2018 4.0 Overall Salesforce is easy to use, it helps keep me organized when working on multiple projects, and it lets me generate ad hoc reports so I am able to collect necessary data. Salesforce is a helpful tool in the workplace. Pros I am able to view important account information at a glance and run detailed reports in order do track data. Cons If someone somewhere in the company does not input data or they input inaccurate data the information will be skewed. There is a possibility for human error that can change the results of important data, so you have to account for that. Review Source KC Katherine C. Customer Service Specialist Retail Used the software for: Less than 6 months ### "Short learning curve, good basic service" August 18, 2017 4.0 Overall, it's a great program for managing all of the emails and social media requests from customers (except instagram). Pros The user interface is attractive and easy-to-navigate making on-boarding new customer service reps easier. Also (unlimited?) macros make it easier to answer frequent questions/comments in minimal time. They can even be answered in mass. With labels, you can track types of comments and concerns. The program also integrates with LiveChat, however, the execution is cumbersome. Cons When there are technical issues, they are large technical issues. In the few months that I have used the program, I have experienced issues with facebook messages from the last 3 years suddenly reappearing in my inbox. This has happened twice. I've also experienced where the program stopped sending or receiving messages. There is a daily (or hourly depending on setup) desk event notification. However, it does not have any useful or actionable information. Also, I've called Customer Support a few times when I could not find an answer to a problem. Each time they asked me to go search for the problem in their help articles. That's not very helpful. I like the reporting function so I can get a view of how busy the group is. However, I wish there was a way to compare the metrics to others. In other words, it gives me a lot of data but it's not easy to turn that into information. Review Source Tarun K. Sr. Project Manager Information Technology and Services Used the software for: 2+ years ### "Salesforce" December 14, 2018 5.0 Pros Salesforce is a great CRM tool for handling sales and customer date Cons There is nothing in the tool that can be classified as a con Review Source VR Verified Reviewer Administrative Assistant Financial Services Used the software for: 1-2 years ### "Efficient" September 11, 2019 4.0 Overall we are happy with this software and would recommend. Pros Enables our office to provide efficient customer support. Tracking cases and work requests have never been easier. Cons Many of our records are duplicates. This is something we manually fix. As I've said before, customer support is lacking. Review Source VR Verified Reviewer Enterprise Business Development Representative Internet Used the software for: 2+ years ### "Salesforce Review" September 6, 2018 4.0 Pros I like that it is easy to use and has all my information in one spot Cons Seems a little clunky and hard to make reports sometimes Review Source Jason B. Sales Manager Used the software for: 2+ years ### "Awesome product for Automotive sales" March 13, 2018 5.0 Pros Very easy to use clients will always be taken care of as far as questions answered and setting appointments with sales Review Source Ursula F. Designer Design Used the software for: Less than 6 months ### "Salesforce as a customer service representative" June 9, 2024 5.0 It was great to use for interaction with customers. I was able tot rack sales processes and also see how they integrated with marketing campaigns, and customer interactions. Pros It has a great user interface. It is very intuitive and easy to learn. Cons I felt a little limited when using the app Review Source VR Verified Reviewer DTH Vivint Installation Technician Consumer Electronics Used the software for: 6-12 months ### "Updating customer accounts." June 21, 2018 5.0 Pros I like the ability to add a limitless number of notes about our customers. This allows really detailed circumstances to be recorded . This is very helpful for any legalities that arise from customer questions and disputes. Cons Sometimes the salesforce account with my employer experiences some glitches. These glitches are not often, but severe enough that all functionality and productivity stops due to these occurrences. Review Source VR Verified Reviewer Sr Salesforce Analyst Telecommunications Used the software for: 2+ years ### "The best CRM in the industry" March 29, 2019 5.0 Pros Salesforce is completely customizable for any organization and very easy to use. Users / Admins / Developers find the software very easy to use/manage/develop and the support team at Salesforce is the best in the industry! If you are using any other CRM for your business I would recommend getting a demo from Salesforce! It will completely change the way you do business Cons There is NOTHING that I like least about this software! I've had nothing but positive experiences with this software! Review Source BL Bob L. Proposal Writer Consumer Services Used the software for: 2+ years ### "Salesforce for B2B Sales" October 25, 2018 5.0 Pros Salesforce helps streamline the sales process for B2B sales. The ability to document the communication history with the prospect gives us valuable insight without having to rely on email. Along with that, we can keep track the RFP process, upload old RFPs, or anything relevant to the prospect on one platform. Having all the information on one platform is highly valuable, as it keeps us away from relying on old emails. Cons Salesforce as a base platform is a good tool, but to really take advantage of its features, you will need someone else with in-depth knowledge to make it a great tool. Someone will have to add a whole new skill-set or you're going to have to hire someone. Review Source VR Verified Reviewer Social Media & Marketing Manager Computer Software Used the software for: 2+ years ### "Salesforce Review" January 14, 2019 4.0 I enjoy it. I don't love it. I wish it were easier to understand overall but sometimes if things are worth learning, they can pay off a ton. Pros Overall, Salesforce has become the leader in cloud based services and has pretty much become the ideal program to use for tracking, leads, inbounds, etc. I prefer this over other softwares. Cons Looking at it for the first time is extremely overwhelming. I had a hard time learning the program without help from customer support multiple times. Review Source VR Verified Reviewer Research Analyst (Healthcare) Pharmaceuticals Used the software for: 1-2 years ### "SALESFORCE" April 4, 2019 5.0 Better customer experience- customer is satisfied with service, case tracking is easy Pros Customer relations have been drastically enhanced with Salesforce service cloud, our data is also secure on this cloud service Cons there is nothing to dislike about the Salesforce Service Cloud Review Source JA Jesus A. tech support specialist II Computer & Network Security Used the software for: 1-2 years ### "Great ticketing system" July 12, 2019 4.0 Benefits are great had video chatting and a small rectangle to show the calls coming in and out. sometimes worked sucked and hope salesforce to crash so i wouldnt have to work lol Pros Salesforce was great had very little redundant lags compared to other ticketing systems like sibeial orcale (reason why my previous job upgraded). Creating and closing cases was simple with also messages on errors to correct them. Personally like it since i got very comfortable since its user friendly. Worked great with a online cisco phone and wireless headset. Cons Cant say i dislike anything maybe sometimes i would have to clear all cache and cookies then restart the page to get it working again. Review Source Jeannette G. Gestionnaire Retail Used the software for: I used a free trial ### "Logiciel de centre d'appel " October 29, 2023 4.0 Pros Le produit est doté d'une grande fonctionnalités qui m'aide pour la gestion de services clients, très professionnel et simple. Cons Bravo à l'équipe assistante de ce produit, je l'apprécie énormément et je ne reproche rien pour le moment. Review Source VR Verified Reviewer Senior Technical Services Specialist Internet Used the software for: 2+ years ### "all hype, no joy" October 3, 2018 1.0 Pros will in fact track accounts and users and cases Cons will fight with you in bizzare ways every time Review Source Similar Products Featured ## Related categories [Field Service Management](https://www.capterra.com/field-service-management-software/)[Complaint Management](https://www.capterra.com/complaint-management-software/)[ITSM](https://www.capterra.com/itsm-software/) ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.