# Page 16 | Salesforce Service Cloud Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 16 - Is Salesforce Service Cloud the right Service Dispatch 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 --- 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 16 - Reviews of Salesforce Service Cloud ## Showing most helpful reviews Showing 376-400 of 816 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Anastasiia M. Customer Service Representative Chemicals Used the software for: 6-12 months ### "Salesforce Service Cloud for supporting Service processes" October 7, 2022 5.0 Pros Salesforce Service Cloud is fantastic for managing the processes related to Service Operations. It is especially useful for streamlining workflows and managing particular cases created by customers Cons It gets very hard to maintain for some complicated and non standard service cases - in such situations there is a need for Salesforce Admin or Developer to create custom functionality Review Source VR Verified Reviewer Business Development Representative Computer Software Used the software for: 1-2 years ### "Once you figure out how to use it, its easy" November 19, 2018 5.0 Pros It is really easy to make reports to pull imporant information. Cons Getting everyone to use Salesforce in the same way for consistency is difficult. Review Source Akou Kafui A. Gestionnaire Commercial Real Estate Used the software for: I used a free trial ### "Logiciel de Centre d’appel " October 29, 2023 5.0 Pros Très pratique et très performant pour apporter son aide aux entreprises. Avec de tte bonne fonctionnalités. Je le recommande. Cons Super produit et simple à utiliser et très performant . Je n’ai pas d’inconvénient. Review Source LH Lauren H. Tech Support Analyst T1 Computer Software Used the software for: 6-12 months ### "I use this everyday" October 27, 2022 5.0 SalesForce makes my workday easier. It is nice to have one program that can do all the things I need to log my calls and assist my clients. Pros It is easy to use without a lot of training. Cons The knowledge part of the system doesn't seem to be very accurate. Review Source VR Verified Reviewer Nanny Used the software for: 6-12 months ### "Great service for your business!!!" April 30, 2018 5.0 Pros This software allows you to manage emails and requests on social media from different customers on one screen. You can use it and customize it with ease. Cons I really enjoyed this software, the only thing I found frustrating was that it doesn't allow you to use the social media platform, Instagram. Review Source DS Desirae S. Data Quality Professional Management Consulting Used the software for: Less than 6 months ### "Salesforce for all" January 24, 2017 5.0 I have worked with Salesforce for a number of years, both from a support side as well as an admin side. It is very nice out of the box and very easy to customize where needed. The automation features were always great. I have watched them evolve into some truly amazing features and become easier to use for the masses. I have recommended several companies purchase the platform, including but not limited to the company I currently work for. Each time they make the investment and see all that it can do for them, not just in sales and marketing areas, but also in HR, Project Management and so on, they are amazed and thrilled with their decision. The app exchange just adds the cherry on top of this magnificent sundae. Pros I like the flexibility it offers in customizations and configurations. The appexchange also is a huge plus. You can find just about any addon you may need, and often times can even find a suitable solution for free. Cons The two biggest drawbacks I have noticed are the following: The inability to use custom fiscal years in the new forecasting. The inability to keep the side panel open when choosing a new contact in the lightning version of Salesforce for Outlook. Review Source HC HUGO C. support Computer Software Used the software for: 2+ years ### "Integral part of our support operations" November 21, 2019 5.0 We use service cloud extensively, case portal, email to case , web form to case, they are mostly dependable. Pros Automatic case assignment rule, flexible workflow and process builder this is one of the most powerful user configurable application I have seen. Cons Adding comment to case still does not support inline picture. Converting classic to lightning appears to be more involving than expected. Review Source VR Verified Reviewer Director of IT and Operations Computer Software Used the software for: 6-12 months ### "Love the customer service" April 30, 2018 5.0 Pros Answers the request within 12-24 hours and has produced the knowledgebase for the issues that we face. Cons The information that comes in from emails regarding Salesforce can sometimes be a little misleading or is just not in the same location that it was before. Product information that is. Review Source EO Eugene O. Business Development Manager Information Technology and Services Used the software for: 6-12 months ### "SalesForce - a powerful multifunctional service for organizing a serious business" August 10, 2018 4.0 Pros SalesForce is a powerful multi-profile software that can bring business to a new level. For example, in our company, this system is used in many areas, from maintaining a database of employees and customers, creating accounting reports, registering the work of employees and ending with the development of marketing strategies related to enterprise development. Cons SalesForce has two drawbacks. Firstly, it is a rather expensive system. Secondly, it is very difficult to configure it yourself (and we have not one programmer and a system administrator in our staff). So, to us in some days of excruciatings it was necessary to address for the help to the certificated expert. Review Source Dan S. Regional Account Manager Computer Software Used the software for: 1-2 years ### "THE standard" December 18, 2018 5.0 Pros Lots of features, flexibility, customization options to tailor for your business Cons The learning curve is a little steep for new users Review Source Aly H. Business Development Executive | United States Enterprise Sales. Computer Software Used the software for: 6-12 months ### "One of the best CRMs in the world. " January 1, 2019 5.0 Complete visibility into accounts and a great tool to track progress Pros Analytics, reporting, dashboards and drill down features are very detailed and easy to customize Cons Some aspects are mundane and need tactical work to enrich salesforce data. It'd be nice if they worked on automating some of this. Review Source PC Pamela C. Office Administrator Insurance Used the software for: 2+ years ### "Salesforce is a great investment " November 17, 2018 4.0 Pros Made it possible to have a more productive workday with this customer relations system, top customer support and community of users platform, customization are easy, integrations with other apps are great! On boarding process is tailored to the users and/or business based on what you will be using it for. Cons Cost could be more economical for small businesses Review Source VR Verified Reviewer Software Engineer Used the software for: 2+ years ### "Best Customer Relationship Management Software " February 16, 2018 5.0 Pros The best thing is it helps to manage all cases so easily for each business process.Moreover most of functionality can be done without writing any code just we need to point and click Cons The cons i feel is there is limit imposed on everything.But in cloud environment limit has to be imposed.Also there is very less scope of customization in standard components Review Source LR Loren R. CFO Wholesale Used the software for: 1-2 years ### "Salesforce Service Cloud" August 3, 2021 4.0 Generally positive as far as helping to make us more professional as an organization, e.g., retaining sales projects status and contact information. Pros Access from the cloud and data retention is great. When a salesperson left our company, we were able to easily see what the employee was working on, including last e-mails, quotes and buyers' contact information. Cons It was problematic with our accounting software to achieve an efficient integration, e.g., pulling sales data from our system into Salesforce. It also was a bit complicated as far as integrating Outlook with Salesforce to link e-mail correspondence. Alternatives considered [sales-i](https://www.capterra.com/p/136407/sales-i/) Review Source Jen S. Multimedia Designer Non-Profit Organization Management Used the software for: 2+ years ### "Perfect for tracking treatments/outcomes of animals" April 4, 2019 4.0 Pros It is very easy to search and find the information I need about a specific animal. It is the one stop shop for all the information we have about a certain animal. Cons Mostly user error, because of all the freedom this software provides, if individuals do not enter information properly, it can muck up the database. Review Source VR Verified Reviewer CEO Retail Used the software for: I used a free trial ### "CRM complet" November 21, 2022 4.0 Pros CRM vraiment complet et puissant. Les relances automatiques sont vraiment utiles pour les petites structures Cons Logiciel vraiment très cher pour des petites structures. Difficile de le rentabiliser. Review Source Nawshad P. DATA ENTRY CLERK Education Management Used the software for: 1-2 years ### "Salesforce" July 18, 2019 5.0 Pros Easy to use. I like the way it is organized and easy to use Cons Take time to upload information. Could be more organize Review Source VR Verified Reviewer System Engineer Information Technology and Services Used the software for: 6-12 months ### "Deserves the hype" June 17, 2022 5.0 Pros Initially while i was starting my career as a software engineer, I had a lot of confusion regarding the hype of the software that has been building up over the years. However, I feel that the software really deserves the recognition and has help to ease work by automating many monotones tiring jobs. Cons The least favourite thing about the software is the limited option of the software, however i again feel that the software has a long way to got until it becomes a full compact all round solution. Review Source VR Verified Reviewer Academic Specialist E-Learning Used the software for: 2+ years ### "Salesforce offers great services for online remote jobs" May 4, 2019 4.0 All in all, I do prefer this product to other platforms as it offers more details and peronsalization than other products. Pros This software allows its users to personalize their work profile and customize their shift selection. Cons It can be difficult to navigate at first. It also has some kinks that may take time to work out at first. Review Source VR Verified Reviewer Digital Marketer and Web Designer Computer Software Used the software for: 6-12 months ### "Very flexible but very complex and pricey" November 25, 2018 3.0 Pros Salesforce is extremely flexible and lets you customise the platform for essentially any customer-focused use case. Cons It is extremely complex to use and very expensive. Salesforce might be useful for larger companies rather than smaller or fast-changing companies. Review Source VR Verified Reviewer sr associate Management Consulting Used the software for: Less than 6 months ### "Best Knowledge sharing tool Saleforce" October 8, 2022 5.0 overall the product is best to use for initial stage of the business, Pros One of the best tool for the firms to share the contents for their employees Cons the sharing option of the content is quite challenging Review Source VR Verified Reviewer Business Analyst Computer Software Used the software for: 6-12 months ### "Great tool for providing Exceptional Service" December 4, 2018 4.0 Pros Service Cloud is so flexible as a Service Support tool. The ability to use out of the box functionality as well as customization including Apex is what makes it top in it's class. Through our implementation process we ran into some issues that Salesforce didn't support out of the box and the business didn't want to change process on. Every scenario has been able to be handled with an app or customization with relative ease. Cons Chatter functionality is intended to replace Case Comments - this was poorly thought out and left several of the gaps our business had to handle via customized solutions. Lots of room for improvement here. Review Source AS Alyssa S. Supervisor Hospital & Health Care Used the software for: 6-12 months ### "Love Salesforce" March 1, 2023 5.0 Pros User-friendly, easy to navigate, a great resource for large & small teams Cons No issues with this software in the 4 years I have used it Review Source BO Bernard O. IT Admin E-Learning Used the software for: 1-2 years ### "Salesforce Service Cloud Review" April 21, 2023 4.0 Pros Remote desktop management is amazing works smoothly for helping sort out issues. Cons There needs to be better customer support for calls. Review Source HM Hasan M. Senior Manager Automotive Used the software for: 1-2 years ### "Great features to improve work processes" May 25, 2022 5.0 Pros Wide range of features that can be incorporated as and when we want to scale up. There is also an active trailblazer community where you can vote for new features to be built. Cons You will still need IT support as it is not something that can be easily configured by end business users. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.