# 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 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 14 - Reviews of Salesforce Service Cloud

## Showing most helpful reviews

Showing 326-350 of 816 Reviews

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Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

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

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

VR

Verified Reviewer  
Chief Technology Officer  
Computer Software  
Used the software for: 2+ years

### "The ultimate tool to assist you in your sales process"

January 16, 2019

4.0

We have been using the software on and off for the past few years in order to assist with software sales.

Pros

This is a full-featured software that helps you solve a complicated part of your business. Everything you need is here.

Cons

It's not for everyone. The software has a steep learning curve and it's only recommendable for a sophisticated user. It can get pricey too. I would only recommend to businesses with a really complex sales process, else it's overkill.

Review Source

ND

Natalia D.  
Customer care Assistant  
Outsourcing/Offshoring  
Used the software for: 1-2 years

### "Muy satisfecha"

April 6, 2023

5.0

Pros

Muy contenta con las posibilidades que ofrece y la facilidad que presenta para poder acceder a todos los apartados de forma rápida.

Cons

No he tenido ninguna mala experiencia para que pueda tener una mala opinión sobre ella, ya que las pequeñas incidencias que haya podido tener se han resuelto a la mayor brevedad posible.

Review Source

VR

Verified Reviewer  
manag  
Construction  
Used the software for: 1-2 years

### "app sales cloud"

February 12, 2023

5.0

Pros

this is app very need in daily basise for every one working in sales field

Cons

no command by default this app marketing to itself

Review Source

MLW

Magdalena Lidia W.  
marketing  
Outsourcing/Offshoring  
Used the software for: 6-12 months

### "big corporate machine to manage leads"

August 21, 2023

4.0

I don't want to use it anymore.

Pros

it took me a while to understand a fraction of function. I had only make calles and left comments, and moved leads in the progress line.

Cons

difficult to find the right customers in borwser, to manage the task after long break. create pipeline of customers and reports. Without a lot of work and patience I would though out through widow the computer.

Review Source

Vladimir L.  
Analista de ventas  
Telecommunications  
Used the software for: 6-12 months

### "Salesforce service cloud"

November 2, 2022

4.0

Es buena, se puede limitar el acceso a la información según perfil de usuario.

Pros

Para bases de datos de clientes, ya sea en calle Center o gestión de cliente, es desempeño es muy bueno

Cons

Cómo toda base de datos a veces contiene errores de información que no pueden ser ajustados en el momento

Review Source

Patrick Z.  
Business Processing Center Student Assistant  
Higher Education  
Used the software for: 6-12 months

### "Great for finding information "

January 21, 2019

5.0

Overall, great experience because of the cons.

Pros

I use this to gather data for marketing purposes. It does a great job in keeping my data organized and easy to go back to and edit. I was able to help my company with marketing a lot with this software.

Cons

I do not like that you cannot share an account with other employees or have multiple employees use your account. I get it, they need money.

Review Source

VR

Verified Reviewer  
Imprenditore  
Retail  
Used the software for: 2+ years

### "Soddisfacente "

March 13, 2023

4.0

Pros

La connessione di tutti gli strumenti aziendali e il funnel

Cons

È un automazione del servizio quindi limitativo

Review Source

VR

Verified Reviewer  
IT Manager  
Furniture  
Used the software for: I used a free trial

### "Lots of options"

November 19, 2018

4.0

We were looking at some CRM alternatives to the very basic CRM included in our current ERP system. We have not yet decided to implement CRM as all of the CRM platforms look fairly complex. However, if we were to implement CRM in the future, Salesforce would be a strong contender.

Pros

Definitely an industry-leading CRM solution. The possibilities and options are seemingly endless. Salesforce has aggressively acquired many different apps to continue to add more features to its product. There is also the app exchange where you can download a multitude of apps that work in the Salesforce platform. It's actually more of a platform than simply a software.

Cons

When we were reviewing Salesforce, the magnitude of options and customisation available were a bit overwhelming. I also tried out some of the Salesforce Basecamp training modules. I found the cartoony art a bit off-putting, and the examples in the training modules were not very practical. (For instance, learn how to program a software robot by making a Mars Lander probe). I applaud Salesforce for all of their success and innovation. However, it did seem a bit overwhelming and a huge, complex system.

Review Source

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