# Page 17 | Salesforce Service Cloud Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 17 - Is Salesforce Service Cloud the right Service Dispatch solution for you? Explore 823 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 (823) [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 17 - Reviews of Salesforce Service Cloud ## Showing most helpful reviews Showing 401-425 of 823 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 VR Verified Reviewer VP of Product Computer Software Used the software for: 2+ years ### "Robust program but can be complicated" September 13, 2018 4.0 Pros The good and bad of Salesforce is a two-edged sword. It is highly customizable and very robust, but that can also make it challenging to use. I do like the automated notifications you can set up Cons It can be complex to use and the UI isn't super appealing. The reporting is really bad - both the UI and the functionality Review Source VR Verified Reviewer Senior IT Analyst Financial Services Used the software for: 6-12 months ### "started on the right note.. still not the best " October 29, 2019 4.0 I was evaluating this product as a customer support tools. I think they have great features but it is still not the best tools out there. Pros \- ability so jump between own caes and the support queues. Very easy to reassign ticket or make notes - it has a powerful analystics system that you can create report easily - Good integration with contacts/entities in Salesforce. - Fully costomizable reporting and dashboards - Chatter feature is great and helpful for tracking Cons \- Mastering this product can take time. - Update releases couple times a year and lots of updates in each release. Need to have time to test before release come out Review Source KR Kathryn R. Business Development Manager Entertainment Used the software for: 2+ years ### "When set up correctly it's very helpful" December 5, 2018 5.0 A great tool for active salespeople. Overall I'm happy with Salesforce and would recommend it. Pros Keeps everything very organized. I can schedule tasks to complete and will get a notification on my dashboard of what must be completed that day. There are many ways to configure Salesforce to customize it for your workforce. Cons It can be slow at times since it's sifting through a ton of data. Also on our platform, some searches don't return all results and some searches return far too many results that are not relevant. Review Source SM Sergio M. Founder Consumer Goods Used the software for: 6-12 months ### "Salesforce Not For SBU" June 3, 2022 4.0 Mediocre at best. Pros It’s a platform that will provide you with the insights you need to make business decisions and run reports to determine the success of your business. Cons It’s definitely clunky. Not easy to use. It’s pricey and I don’t really recommend it if you don’t absolutely need it. There are cheaper options that are easy to use. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Review Source JM Jason M. Commercial Account Manager Construction Used the software for: 2+ years ### "Expensive but Well-Respected" February 6, 2018 5.0 Pros Very powerful tool, and very robust program. The amount of detail it can track is amazing! Quick to access the info that you want. Cons The biggest issue is this is going to be a large investment for your company!!! Make sure that your IT or support staff is up to speed before tackling the setup. Review Source VR Verified Reviewer Senior iOS Developer Information Technology and Services Used the software for: 2+ years ### "you can do a lot, REALLY A LOT" November 1, 2018 5.0 Pros The real question is: what Salesforce DOESN'T do? I really do not know how to answer this question. they keep improving the UX of the platform and you can tell the difference. keep pushing it. Cons sometimes it takes longer to load pages inside the browser. Review Source KC Kevin C. Consultant Telecommunications Used the software for: 2+ years ### "Service Cloud is next level service for your team!" March 27, 2018 5.0 Pros Fantastic extras on top of a great platform. You can enact SLA's for cases based on accounts, set rules for escalations and paths for intervention with case management. Service Cloud also has a fantastic console that allows for easy customization to enhance user experience. Cons Service Cloud components are a little tricky to build at first. And a lot of the cool configuration stuff does require a bit of super admin skills. But once you have this up and running it's fantastic. Review Source VR Verified Reviewer Account Development Manager Computer Software Used the software for: 6-12 months ### "AMAZING for sales tracking" September 5, 2018 5.0 Pros I love that it's customizable for the specific needs of our organization and the definitions we have. There are also amazing integrations built in. Cons I wish it updated a little bit quicker. I get delayed sometimes. Review Source VR Verified Reviewer TE Sports Used the software for: 2+ years ### "Great software for business sales" December 18, 2018 4.0 Good experience overall. I would recommend to those looking to more closely track sales. Pros I'm able to track sales for my business and determine which outlets they are coming from to know where to best invest my money. Cons Scheduled maintenances can be frustrating at times. This is when you cannot use the software. Review Source VR Verified Reviewer Member Experience Specialist Retail Used the software for: Less than 6 months ### "Not what I expected" February 1, 2019 3.0 It's great to have it all in one place (all the sources we work with: email, facebook, twitter and instagram) but I cannot say their customer is great as well. I've bumped into a couple of problems and it's just really hard to have it fixed. I have a great software waiting to be handled by a team that needs to improve. Pros It has a lot of features me and my team could use to make our job a lot easier. Processes need to be very automated and Service Cloud does offer that. Cons As much as I like their automated processes, I think this shoftware is not very user friendly. Of course, that might be because I have just started using it. Review Source JG Justin G. Manager Banking Used the software for: 2+ years ### "Great product for servicing customers" September 23, 2020 5.0 Pros I work in internal operations and find SSC to be the most versatile tool in our arsenal. There is just so much that it can do and Salesforce is always looking for ways to continue to expand on its capabilities. Cons The learning curve, but this is why they offer trainings/certifications. Review Source RT Richard T. Senior Sales Specialist Internet Used the software for: 2+ years ### "Excellent Cloud Based Solution" February 25, 2019 4.0 I think this is a decent product and works very well. I wish their tech department was more available for questions/support. Pros I love how you can essentially take the company with you because it is placed in the cloud. It can be accessed from anywhere. Cons It could take days to get a responce from the support dept. Review Source KP Kulia P. Rooms control Hospitality Used the software for: 2+ years ### "Love it" February 5, 2020 5.0 Overall experience is awesome. I still use this software often Pros I use this software for work, it’s very useful and easy to use. It’s good for uploading documents and sharing them. Cons I do not have anything about this software that I don’t like. Like states it’s very easy to use and good for work. Review Source VR Verified Reviewer Sales Development Representative Marketing and Advertising Used the software for: 6-12 months ### "Salesforce review" January 11, 2019 5.0 I have enjoyed learning salesforce and still have a lot to learn! Pros I love being able to track companies, communicate in chatter, and pull reports Cons IT takes a long time to learn how to use and use to its full capacity Review Source MF Mike F. Senior Regional Consulting Manager Telecommunications Used the software for: 2+ years ### "The best CRM" August 29, 2018 5.0 Great and positive experience with this product. A big investment but will give you tools to make you successful. Pros Salesforce is an absolute monster of a CRM. There is a huge amount of tools and data that can be tracked and reported. Once you learn how to use it, it gets much easier but there is a ton of data you can sift through depending on how your company wants to use it. Cons Very confusing at first. I've been using it daily for over 4 years and I'm still learning new things constantly. Review Source VR Verified Reviewer Strategic Planning Manager Automotive Used the software for: 1-2 years ### "Best way to enrich CRM" February 23, 2022 5.0 It's great that it allows access from any device and is easy to customize Pros This tool enables automate the processes and workflows. It is easy to customize according to company's needs and customer processes. Cons User Interface design might be improved. Review Source VR Verified Reviewer Corporate Relations Manager Information Technology and Services Used the software for: 6-12 months ### "good asset" October 11, 2018 5.0 Pros If you are looking to have an online assistant who can help you manage your target customers, this is the app. Cons App can be ovehwhelmed at times, so it is not to rare that it works a bit slower. Review Source CE Celeste E. Administrative Supervisor Consumer Services Used the software for: 6-12 months ### "Salesforce" August 31, 2022 5.0 Pros I enjoyed the ease of viewing the call queue and monitoring of other callers. Cons I found the software was easy to learn and did not come across any issues. 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/)