# Page 20 | Salesforce Service Cloud Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 20 - 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 20 - Reviews of Salesforce Service Cloud ## Showing most helpful reviews Showing 476-500 of 823 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 VR Verified Reviewer Mobile Architect Internet Used the software for: 1-2 years ### "Good canned software, bad integrations" January 10, 2019 3.0 Pros This is almost a one-stop shop for handling your customers. The ability to handle complex marketing campaigns alone seems worth the price. Cons Integrating with Salesforce is where things get nasty. Salesforce technologies (thinking about the Cloud products) are not built with larger systems in mind. Salesforce wants you to come to them for all your customer needs. However other more specialized software exists that you will want to use. If you ever want to link the systems together to share data or to engage in complex campaigns, Salesforce sub-par support for integration purposes is breathtakingly difficult. Review Source VR Verified Reviewer Business Analyst Information Technology and Services Used the software for: I used a free trial ### "Manage your task smoothly at Salesforce!" November 8, 2018 4.0 Pros it allow you create your own Tab and select your own filter. Like what I did, I created Tab for Ticket monitoring, a team information file. I created filter for the reports I needed. And it has default tab, such as dashboard and chatter, which allow you to post and share anything. Cons We just have this application for a limited usage. we only used a 1 account. I think they should free atleast 5 accounts for better trial. Review Source KR Kate R. Senior Strategist Computer Software Used the software for: 2+ years ### "Salesforce Lightning " September 12, 2018 5.0 Pros \-easy to keep all notes in one place and keep track of accounts -have been using it for years so familiar with it at this point Cons \-new lightning update is not as easy to use as it could be -feel like the interface is a bit clunkier, post- lightning update -error alerts are sometimes pretty generic, hard to see why I cannot save a record Review Source VM Vikrant M. Manager Logistics and Supply Chain Used the software for: 1-2 years ### "Salesforce provides excellent customer management tool." September 8, 2017 4.0 Automating business processes Pros The Salesforce has all the features that a business will probably ever need. It has marketing features , such as marketing campaigns and sales team collaboration. Aside from the normal features that deal with customer relations management and retention, you also get a lot of features that are marketing and sales driven, like lead management and business analytic. Cons Pricing is on the higher side. There should be a different model for organizations with more user base. Review Source AW Alexis W. Account Manager Staffing and Recruiting Used the software for: 6-12 months ### "SalesForce" October 31, 2019 5.0 This platform is very easy to use and continues to improve with every update. Amazing for sales/recruiting and always has a responsive customer service Pros Very user friendly customer service is always open to answering new questions and looking at ways to continue to improve their relationship with the users and ease of use Cons Occasionally bugs, nothing ever serious If i had to be nit picky, i would say that sometimes when you are filtering, errors arise, but this is few and far between Review Source BP Bastien P. Developpeur Internet Used the software for: Less than 6 months ### "outil de ticketing " September 18, 2023 5.0 Pros permet d'intégrer le ticketing avec la version de salesfroces. Très pratique si le reste de la suite est déjà déployée (contrairement à l'utilisation croisée avec Service Now) Cons Temps de prise en main et de déploiement pour les équipes avec le reste de la suite Review Source LP Lori P. Director Financial Services Used the software for: 2+ years ### "Director" November 27, 2018 4.0 Pros Great reporting functionality and lots of features to use. Cons A little more expensive than most CRM's and you have to pay for each third party app. Review Source AS Allen S. L1 support Used the software for: 1-2 years ### "Best ticketing system loaded with the information I need." May 25, 2017 5.0 Pros I really like that our company was able to integrate this with our internal processes and knowledge base in a way that was not intrusive to our work flow. It's also has a really well built search engine that allows me to find everything from accounts to similar issues to what is being reported. Cons Some of the rules when first implemented did not go as well as planned and took some tweaking. Also we have found that some of our automations will cause browser crashes if not managed properly. Review Source VR Verified Reviewer Senior Manager, IT Business Partner - Cold Drinks Consumer Goods Used the software for: 2+ years ### "Run your call centres on Salesforce Service Cloud" October 19, 2018 5.0 Pros Easy to customise with all the power of the salesforce platform behind it. Great out of the box features like email to case Very high reliability and vary rarely have platform issues caused by Salesforce themselves. Extendable via the AppExchange Cons Be prepared to switch to Lightning soon if you are not already using it. This may be challenging depending on the customisations you have within your environment. Some features missing like SLA Management which we had to custom build. Review Source SM Socrates M. Account Manager Logistics and Supply Chain Used the software for: 2+ years ### "Used this product for over 2 years now and love it" September 14, 2016 4.5 Pros The service is great. Any time there's an issue, the salesforce team is quick and easy to reach. They can remote access in to help out with issues too if you can't rectify your problem over the phone. In addition, the software has so many resources. You can manage individuals' profiles easily and load tons of information into them so everything is in one easily accessible location. Cons There is a lot going on in the software so it takes a while to get familiarized with everything and develop your own style of keeping records. Review Source MO Mark O. National Trail Officer Recreational Facilities and Services Used the software for: 6-12 months ### "Really good - taken a lot of time and investment to transfer in data but worth it" July 14, 2017 4.0 More efficient and secure way of working Pros Stable and very powerful. Good to have discounts for charities & non-profits. Really helped us consildate our customer databases, communications and also track projects Cons Seemingly no easy way of creating online forms to capture data from customers. Very US centric - Zipcodes rather than Postcodes Integration with outlook - can't stop every customers birthday coming up as a calendar reminder on my mobile devices. Review Source HA Hayden A. Accoutn Development Team Lead Computer Software Used the software for: 6-12 months ### "We won big with Salesforce" April 2, 2019 4.0 We were able to resolve reaching out TOO MUCH to any one group/contact with this tool. We love it. Pros The organization and diversity of Salesforce and the vast host of integrations that are included are incredible. The ability to export enormous lists of data and customer information is priceless. We love being able to customize our customer management and outreach. Cons There are times where getting the specific support we needed was difficult when a bug or problem arose. Review Source VR Verified Reviewer VP Finance + People Computer Software Used the software for: 1-2 years ### "Good product, customer support waning." September 18, 2018 5.0 Great product, poor customer support. Pros Quality, software is the obvious market leader in the category. Does everything you could possibly want in a CRM. Cons I don't normally dis companies online, however must say our customer support was poor on numerous occasions. Review Source Lurdina R. Coordinadora de la Unidad de Biotecnologia Agricola Vegetal Used the software for: 6-12 months ### "is a CMR platform that allows businesses to sell, provide services and do marketing" May 16, 2018 5.0 The best thing about Salesforce is that all the information is updated in real time and available at all times, so it is possible to manage my business from the comfort of my home Pros It helps to efficiently connect with the client, monitors its user community, leads the software industry as a service (SaaS) for CRM in terms of cloud integration, and It is available 7 days a week. Cons It requires a high investment, it becomes less competitive when you search Solutions that go beyond CMR Review Source Michelle B. Development Director Non-Profit Organization Management Used the software for: 1-2 years ### "Customer Service at its Finest!" August 21, 2019 5.0 This service helps provide quality care for a program that has tremendously changed our organization for the better. Pros Very comfortable to talk to or create a ticket for help. Services are provided quickly, efficiently and effectively. Cons Not all questions can be answered or solved...restrictions in some areas. Review Source DF Danae F. Business development Used the software for: 2+ years ### "Useful tool to view and log customer interactions for a large sales team." May 10, 2018 4.0 Pros I like being able to see who spoke with a customer prior to my interaction with that customer. It helps to have background information when helping a customer through an issue. Cons It did not integrate well with our other program we used at the time (sx). As a result we had to double document things and it got confusing. Review Source VR Verified Reviewer Workshop Coordinator Non-Profit Organization Management Used the software for: 1-2 years ### "Updating My Review" September 19, 2018 4.0 Pros Updated layout is great looking and approachable. The admin staff was also able to add their own help section which I thought was great. Cons Still can be a bit confusing as to what to add where but I think that comes with time and practice. Review Source FK Feodosiy K. CEO Computer Software Used the software for: 6-12 months ### "Cloud CRM to automate sales" November 21, 2018 5.0 Pros We use the Salesforce cloud CRM system to automate the sales process. The application interface allows you to add sales managers to your personal account and set tasks for the day, week, month. Integration with its own call center and IP telephony is available. Cons The SalesForce cloud CRM system lacks the ability to create templates for quick response to customers. There is no function of dividing potential buyers into segments. Review Source Similar Products Featured