# Page 19 | Salesforce Service Cloud Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 19 - 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 --- 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 19 - Reviews of Salesforce Service Cloud ## Showing most helpful reviews Showing 451-475 of 816 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use EF Elizabeth F. Grant Coordinator Retail Used the software for: 2+ years ### "Easy to Use" June 24, 2020 5.0 Great for tracking contacts Pros The number of things you can track with this product Cons Needed some time to understand how to move between screens and related informaiton Review Source SG Sylvie G. Directeur Général Financial Services Used the software for: 1-2 years ### "Amazing multi-tool" January 2, 2019 5.0 Pros The SalesForce presents an unimaginably huge number of functions, many of which we have not even used yet. Developers are constantly releasing updates through which new features are added. Cons To maintain its certification, it is necessary to pass tests several times a year. Because of its large size and numerous possibilities, the software sometimes works slowly. Review Source Italo P. Supervisor Used the software for: 1-2 years ### "A great tool for managing customers " June 8, 2018 4.0 It is a robust tool with the ability to effectively manage all company accounts Pros I like that it is in the cloud, since I can have access from any computer in the world. Its interface is robust and quite customizable Cons The tool is not very intuitive and the learning curve is a little hard. From the rest, once you learn to use it, it is very helpful for the handling of information. Review Source AZ Alexander Z. Software Engineer Computer Software Used the software for: 1-2 years ### "A little complicated, but multifunctional platform" January 1, 2019 4.0 Pros All the features available in Salesforce allow us to provide our customers with only accurate information. API integration has many options and was not at all difficult. Good support service. Cons In some places I found it difficult to understand and understand the software on my own, but I was helped by numerous tutorials from the Internet and customer support. Review Source VR Verified Reviewer Engieer Telecommunications Used the software for: 1-2 years ### "Salesforce Review" June 23, 2023 4.0 Pros I like that it accomplishes all my company security requirement. Cons I feel I am using all its capabilities. But that depends on what features my company has purchased. Review Source MM Munaf M. Billing and Payment Representative Insurance Used the software for: Less than 6 months ### "Easy Feature" January 12, 2023 5.0 Excellent Pros I believe it is one of the fastest and easiest feature I have ever used, I do like the feature of showing the past history search by clicking one single buttonCreating a case and writing notes is an excellent feature Cons Opening number of tabs really made a lot of confusion, I would recommend if it allows only one tab to get open at a time as it will the employee not to mix up the account Review Source SF Sherwin F. Landlord Engagement Lead Non-Profit Organization Management Used the software for: 1-2 years ### "May be more than you need" December 17, 2022 5.0 We used Salesforce for a year. I don't think we really got the full value of the product because some things were confusing and difficult to set up. Pros Salesforce has a lot of features to handle a wide variety of daily tasks. Cons Salesforce is expensive and difficult to set up. Review Source VR Verified Reviewer ABS Support Analyst Computer Software Used the software for: 1-2 years ### "not user friendly" December 7, 2017 5.0 Pros good ticketing tool at least the we used for tickets that customers enter when they need support. i am not sure if they are other uses for this app Cons really not user friendly , their graphic interface is really confusing , most of the time you need to a lot of codes to enter the right information plus their sla system is really not user friendly at all Review Source LB Luna B. Growth Representative Food & Beverages Used the software for: 2+ years ### "Innovative and refreshing product" March 27, 2019 5.0 Pros I like how organized everything is. Reports are highly helpful and this includes dashboards as well. Highly recommended! Cons In the beginning it is hard to use it but that lasts only two weeks max. Review Source Lawrence G. Head of Operations Information Technology and Services Used the software for: 2+ years ### "Good CRM System" August 21, 2018 5.0 I have built two separate Salesforce CRM systems Pros Very customizable for any business which is great. Cons Quite tricky and a bit too open source. Also support is a little hard to get ahold of. APIs cost extra Review Source gC glen C. Sr. Support Manager Computer Software Used the software for: 2+ years ### "I love SFDC service cloud and it keeps getting better!" October 24, 2016 5.0 Service cloud has been our main CRM for a couple of years and we do have to do a lot of customization but it is definitely an awesome product. I recommend it. We are an enterprise software company and use it for our customer facing interface as well. Pros The software is extensible and can be configured to do so many things. Cons Notifications on updates are weak and we have to configure our system to notify us within the product to reduce email. Review Source Rodrigo Alberto R. Desarrollador Information Technology and Services Used the software for: 6-12 months ### "Software para call center" July 9, 2023 5.0 Pros Permite tener en un mismo sistema el registro de los diferentes clientes para su fácil acceso Cons Que no es tan intuitivo su uso como otras herramientas Review Source CO CJ O. Sales Manager | Senior AE Used the software for: 2+ years ### "It's the standard for a reason - it does some approximation of everything. " May 4, 2018 4.0 Pros Reporting is excellent and every salesperson can use pretty easily. Support and configuration are easier because of the wealth of knowledge available in the SF community. Cons One SF is your core CRM solution some of the more innovative companies in the Sales SaaS space are off limits - if you care about efficiency and integration. There's a sacrifice, but it's usually worth it. Review Source JT JeRon T. Proposal Associate Insurance Used the software for: 2+ years ### "Salesforce Review" September 6, 2018 5.0 This is actually the second job where I have had to use Salesforce. With my current job I see that there has been an immense increase in the functions of the system. It's actually easier less confusing now that it was before. Pros I like that it offers a central location to perform a lot of the functions of my job. Cons Sometimes it can be a bit confusing to navigate when I'm using functions other than ones that I use on a daily basis. Review Source CD Cassandra D. Office Manager Medical Devices Used the software for: 1-2 years ### "I used this software while working for Schumacher Homes and it was wonderful. " June 7, 2017 5.0 The benefits I got from this software is being able to keep the customers information in order and up to date. I also was able to refer back to events and information for important issues with my patients. Pros I liked the being able to notate customers information and documentation of events that occurred. It helps tremendously when a customer calls in about events that occurred and helps other employees to know what's going in with a customer. Cons I did not like having to go through the different processes and different area's within the software to perform different actions. Review Source FK Fima K. Ceo at Exadel Computer Software Used the software for: 1-2 years ### "A good application, but there were difficulties in customizing" August 11, 2018 5.0 Pros To work with the data of our customers, we use several databases. One of the options for storing and processing information is the use of SalesForce. If you correctly configure this system, it greatly facilitates the work. For example, I use it to organize online mailings, generate reports, check the work of employees. The program interface is convenient, the functionality is extensive. Cons Service support at this service is too slow, and when it is possible to get a response from them, it is not always clear and understandable. Review Source Kalyn H. Donor Relations Coordinator Non-Profit Organization Management Used the software for: 6-12 months ### "Easy imports and integrations with other softwares!" January 15, 2019 5.0 Pros Salesforce has great flexibility in how you can set up the system as far as users and permissions within it. Also, a huge bonus to salesforce is its integration with other systems. It has simple import capabilities with plenty of integration options for seamless transitions. Cons Salesforce does require quite a bit of training or experience to become comfortable within the system. However, you can set up different permissions for users to protect against any accidental changes within it. Review Source GM Grace M. Coordenadora Financial Services Used the software for: 2+ years ### "Perfeito" September 16, 2022 5.0 retorno dos processos ágeis Pros recursos diversos, aplicabilidade, agenda de atividades e tarefas, inclusão de documentos Cons não identifiquei pontos negativos pois atendeu minhas necessidades Review Source sS sharon S. Operations Analyst Wholesale Used the software for: 2+ years ### "Salesforce" January 10, 2019 4.0 Pros The setup is like Facebook, navigation is easy if you are familiar with that. You can make public posts to your coworkers (friends) about a project you may be working on. People can comment on it and share it. Cons Running reports on Salesforce needs to be improved. Doesn't seem like very organized or detailed reports can be ran without some type of error coming up. Review Source VR Verified Reviewer Associate Financial Services Used the software for: 6-12 months ### "Valuable Time Saver" March 8, 2016 4.0 I've used this app primarily while conducting marketing efforts. It has been particularly valuable to me as I previously had to contact one of my analysts in the office to provide information on upcoming meetings/contacts. Now, I am able to easily pull the data and log info myself - cutting out the middleman. Pros It's easy to use and very intuitive. I've only used customer service once, but found it very helpful. Cons I have no major issues with the app at this time. So far, it has been a real time saver and always for adoption by the entire organization. Review Source VR Verified Reviewer Database Administrator - Events Logistics, Facilities IT Management Religious Institutions Used the software for: 2+ years ### "The Best CRM" November 14, 2018 5.0 Pros Salesforce is innovative and futuristic Cons I dont have any cons on this software. Dont be fooled by using a less expensive product Review Source AS Abraham S. Compliance Officer Management Consulting Used the software for: Less than 6 months ### "A Comprehensive Solution" February 3, 2019 4.0 Pros Desk.com offered us a comprehensive solution to customer satisfaction issues that we did not even know that we had. Their platform is intuitive and very easy to navigate whether you are computer literate or not. We saw a noticeable increase in positive client feedback after the first month of using Desk and we have seen nothing but success since. I would definitely recommend this product to any small business struggling with client retention, client satisfaction, or experiencing a disconnect between staff and your customers. Cons Customer support on their own end could be considerably improved. I have had to contact them about the same technical issues at least three to four times before I hear back, usually via email, from an experienced tech who actually understands and can solve the issues that I am having. Review Source GC Gwendolyn C. Programmer/Analyst Education Management Used the software for: 2+ years ### "Salesforce for Developers Rocks!" October 3, 2018 5.0 I have been on every aspect of Salesforce from architecting our entire company, administration, programming, and training. I love this software. Pros This software allows us to quickly provide a solution and get that solution in front of our users! Cons While having everything in the cloud is awesome, having internet issues at work or network throttling can make developing frustrating at times. Review Source CM Chris M. Lead Desk Technician Used the software for: 2+ years ### "Overall a generally great tool for a ticketing system." June 7, 2018 4.0 Pros The software allows for customization for an internal solution. It allows for easy escalation and customizable drop-downs. It can be integrated with other products as well. Cons The system encounters errors when attempting to close parent cases holding over a hundred child tickets, which causes for great headache when trying to close such a parent case. Review Source AS Alex S. Head of Integrations Information Technology and Services Used the software for: 1-2 years ### "The tool to help you provide a strong service in the world of SaaS" November 28, 2022 5.0 Pros Easy to use and train staff on to help them be effective. User interface is clean and well structured Cons Although there is an API allowing integration the product itself offers next to no built in integrations. Everything has to be done by the customer or a SI. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.