# 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 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 16 - Reviews of Salesforce Service Cloud ## Showing most helpful reviews Showing 376-400 of 824 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use AA Andrew A. Senior Program Manager Information Technology and Services Used the software for: 6-12 months ### "Complex, but worth the learning curve" October 7, 2021 5.0 Pros Salesforce Service Cloud has made it so much easier to customize our frontline agents' experience, with integrated knowledge hubs, tooling, and more. Cons There's definitely a learning curve, but ultimately I feel that the benefits are worth the time investment that the team had to make. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Needed greater flexibility and customization than Zendesk could support. Review Source SB Santosh B. Database Administrator Law Practice Used the software for: 2+ years ### "Salesforce - Reviews" September 4, 2019 5.0 \- it was an excellent experience working with this product Pros \- the features available in this software make this product outstanding the market - the customization that can be made on this platform makes this product to be used by most of the orgs Cons \- the support time can be reduced - the pricing can be reduced Reason for choosing Salesforce Service Cloud \- the features available in this product and the customizations that can be made in this product Review Source VR Verified Reviewer Creative Director Media Production Used the software for: 6-12 months ### "Good Program with a bit of a learning curve" November 27, 2018 4.0 This is a fantastic program to use, as long as there are workflows put into place and a little bit of training with your team, this can be an amazing tool for you and your team. Pros The program is a wellspring of information we used it to create and track leads and fully onboard clients. I was a creative and would use it to find and gather information. It had a lot of tools to keep everyone interacting with the client in the loop of likes dislikes and general interactions. Cons It did take some training for a lot of the company to learn it due to how much it can actually do, and it does require some customization and is definitely very manual in a lot of ways making it very relient on the user, adding information. Review Source SS Sasha S. Project Manager Retail Used the software for: 2+ years ### "It has the functionality, but no bells and whistles " May 7, 2018 4.0 Pros Can handle large amounts of incoming, outgoing emails. Easy to train new employees on it. Has a lot of customization. Good Customer service. Cons Very difficult to set up and figure out the rules. Does not have newer features such as smileys and GIFs. The chat box that many other companies have is clunky and not well designed. Has not had updates, because its being take over and migrated to Salesforce. Review Source Laurent G. Gestionnaire Commercial Real Estate Used the software for: I used a free trial ### "Logiciel de Centre d'appel " October 30, 2023 5.0 Pros Simple et efficace pour la gestion clientèle grâce à ses fonctionnalités. Très cool et professionnel. Cons C'est un top produit de messagerie et de centre d'appel. Je n' ai pas encore eu d'inconvénients. Je le recommande Review Source LJ Lucy J. Sales Manager Retail Used the software for: 6-12 months ### "Salesforce is a great platform to organize our business" April 3, 2019 5.0 Salesforce provides assistance in the area of automation and supervision of activities, making it an excellent ally for any company. Your POS system is also very helpful when managing relationships with consumers. Totally recommended. Pros Acquiring the Salesforce license is accessible to all types of users, one of the best price-value relationships in the market. It also has a system to interact with audiences and sales assistance, everything you need to venture into E-commerce. Cons Its integration to other devices presents difficulties with IO devices. Your way of tracking spending sheets is confusing and it takes time to get used to Salesforce mechanics. As for your marketing automation, this is a bit complicated to apply, and it's not very customizable. Review Source RC Riley C. Business Development Representative Computer Software Used the software for: 2+ years ### "Best CRM on the Market" August 6, 2018 5.0 You get what you pay for. While expensive, its worth it to operationally execute well for growing sales teams. Pros Salesforce is one of the most customizable CRM's for any business. Our sales team rely's on it daily for every part of our sales cycle. Cons It is very expensive and sometimes can be slow with hundreds of people accessing the same account or page, but Salesforce is by far the most in-depth CRM on the market. Review Source Mohamed S. Customer Experience Consultant Industrial Automation Used the software for: 6-12 months ### "Great software with a lot of functionalities and modules" July 10, 2018 4.0 Manage the whole customer base effectively, and efficiently. Manage service bookings on a daily basis Pros Software with a lot of functionalities and modules. Many APIs can integrate with which extends its base functionality Cons sometimes gets very complex interfaces and sometimes it's snail slow as loading a lot of modules and interfaces Review Source 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 Similar Products Featured ## 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.