# Page 27 | Salesforce Service Cloud Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 27 - Is Salesforce Service Cloud the right Field Service Management 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 June 9th, 2026 # Page 27 - Reviews of Salesforce Service Cloud ## Showing most helpful reviews Showing 651-675 of 824 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use SS Shane S. Product Support Electrical/Electronic Manufacturing Used the software for: Less than 6 months ### "Everything is great except the business inteligence" October 4, 2016 3.0 I have been using Desk.com for over a year now. We use this for our support center for our company. There is a page embedded right into our website that acts as a portal for all our support and warranty needs. The program is great for organizing and handling all of our needs when it comes to keeping track of service cases and warranty cases. Pros Ease of use and set-up, ability to customize as needed. Cons Business intelligence or reporting is horrid. Have to use a third party program to export all of the data to create reports on the fields that you can create within the program. Review Source TL Tristan L. Sales Computer Software Used the software for: 2+ years ### "Salesforce Suite works great" February 29, 2020 5.0 If you are using some sales force products this is a great complimentary tool. Pros One of multiple salesforce functions used. Easy to use for a non tech savvy user. Easy to access information and compliments our other salesforce software well. Cons Didn't have a lot of service issues as a company so under utilized but a necessary tool to have to support customers. Review Source MK Michael K. Chief Architect Information Services Used the software for: 1-2 years ### "A worthwhile tool, but a bit slow" December 6, 2018 5.0 Pros With Salesforce, we can easily create our own workflows. There are a significant number of functions that allowed us to fully customize the product to the needs of our company. Cons The main disadvantages of Salesforce is slow work and insufficiently intuitive reporting. Sometimes there are difficulties when searching for specific projects. Review Source GO Gwen O. Marketing Associate Financial Services Used the software for: 2+ years ### "Awesome Product" October 5, 2016 5.0 What a great tool. It still needs to work on some features to be more flexible. All in all a good value for the money, but would like to see it be a bit more cost effective. Pros Ease of use and ability to enhance Cons Seems like everything you add costs more money.... Review Source LS Luis S. Mkt Manager Automotive Used the software for: Less than 6 months ### "Excellent tool to excel in customer service" April 16, 2021 5.0 Useful tool for customer care. keeps the costumer engaged and nurtured. Pros Awesome tool to use as customer care management, getting insights and cases from the customer in all channels (edm, digital, etc). Cons Maybe its learning phase is a little tricky to learn, but you can quickly adjust and have a good experience. Review Source AL Alissa L. RTT Hypnotherapist Mental Health Care Used the software for: Less than 6 months ### "SalesForce used for easy client reference" November 29, 2022 5.0 Great experience. Easy to navigate. Pros The ability to view each client's accounts and status of each was useful. Cons I didn't necessarily dislike anything when I did have to use Salesforce. Review Source SM Susan M. Marketing coordinator Oil & Energy Used the software for: Less than 6 months ### "Comprehensive Product with lots of options" November 9, 2016 5.0 We just recently launched sales force for our family owned, local fuel business and so far it has been beneficial. When leads are submitted, sales reps who are distributed throughout a large region can quickly and efficiently respond back to potential new customers. We haven't set up the pardot connection completely but once implemented fully, it will bring our semi age old business - which had mostly dealt with paper agreements and old school marketing tactics - to the next level. Pros Ease of use for types of sales reps Cons Confusing to integrate with pardot but once implemented will be awesome Review Source TR Taylor R. Sr. Account Manager Information Technology and Services Used the software for: Less than 6 months ### "Simple and effective" June 8, 2018 5.0 Increase in Sales Pros Keeping track of my calls/email/notes are essential for adding new business. If it wasn't for SF, I would not be where I am today within the company Cons Very few negatives, the lighting UI is a different transition. It does take a few weeks to adjust from the old UI Review Source AA Aurora A. order processor Legal Services Used the software for: 6-12 months ### "Lots of features... almost too many" December 10, 2018 5.0 Pros Good way of tracking lots of moving parts, and forwarding cases between teams. Cons Complex, easy to get lost while navigating. Review Source MR Mohamed R. Sales Head Retail Used the software for: Less than 6 months ### "SalesForce experience " March 26, 2019 5.0 I’m happy with the service. Pros Easy to track, dashboard no need excel or google spreadsheet. Not required daily formulas. Once I update it easily can generate report based on my requirement Cons Some time dashboard doesn’t work properly, which means report won’t give accurate data. Review Source mS marisa S. manager Arts and Crafts Used the software for: 1-2 years ### "Salesforce" October 3, 2018 5.0 Pros I love everything about this CRM software its very helpful Cons I dont have any negative things to say about salesforce Review Source RW Renee W. Career Services Manager Program Development Used the software for: Less than 6 months ### "Salesforce" November 27, 2018 4.0 The move to Salesforce has made our data much easier to enter. We have cut out a lot of the busy work we were having to do. Pros The software is user friendly! My staff really have like the change to Saleforce. Cons When we switched over, we had problems with our information merging from our old system. Review Source RJ Rutvij J. Database Developer Financial Services Used the software for: 6-12 months ### "The Force" December 14, 2018 5.0 Pros Everything is liked from the software. Best software on the earth. Cons Nothing disliked. Best software on the earth. Review Source NM Nikolas M. Sales Manager Information Technology and Services Used the software for: Less than 6 months ### "Excellent CRM if you're willing to pay the money" August 24, 2018 4.0 Unimpressive Pros Huge list of features, integrations, options, and customizations....for the enterprise plans. Cons So many features, customizations, and integrations are only available at the highest level plan tiers, while almost all of the other main features would go unused Review Source ND Natalie D. Account Executive Used the software for: 1-2 years ### "Great experience with Salesforce. Easy to use and navigate." May 10, 2018 4.0 Pros What I like most about Salesforce are the reports it generates. They are easy to access and digest the information. They are also customizable which is great. Cons Sometimes it seems there's an overwhelming about of information, but once you know how to sift through it, it becomes much easier to manage. Review Source TC Tighe C. Business Development Representative Used the software for: ### "Get out what you put in" April 13, 2016 4.0 My company recently went live with a Salesforce implementation to improve our net new prospecting efforts, and our customer mining capabilities and analysis. The software is very comprehensive and easy to use, adoption was not the main struggle. What we found was that viewing our collective customer information in a centralized hub like Salesforce revealed exactly how much information we were missing from our customer base. We now have the right platform to organize and maintain the crucial account data that makes our sales people successful. The moral of this story is sometimes it takes a new perspective to instigate necessary change. Salesforce has given us that perspective. We now have the happy problem of entering much more data on our customers than we ever have before, and this will lead to great things for our sales team. Review Source KC Kevin C. sr. system administrator Telecommunications Used the software for: Less than 6 months ### "Service in the Cloud and at your fingertips" January 24, 2017 5.0 From function to UI this system never ceases to amaze. The support you can administrate via salesforce.com service cloud is fantastic, to say the least. From the use of custom SLA's for individual business types to the amazing power to connect sales with service like never before, this tool can do it all. And is Salesforce, so you know the customer support is going to be fantastic. Pros Strong UI and easy WYSWYG interface on the back end for admins Cons Heavy lifting required up front for your build, and the cost can be a big pill to swallow Review Source SD Suzanne D. Consultant Management Consulting Used the software for: Less than 6 months ### "So many ways to provide great customer service!" August 30, 2016 5.0 Pros I have actually used variations of the Service Cloud package during several engagements with different clients. It is great that Salesforce covers so many options. Depending on how your business' clients typically interact with you, you could configure self-service options like community forums and FAQ's, or you could setup support via social media or even live chat. The key is to figure out which is the most efficient and responds best with your clients. Cons Once again (I say this because I have tried sharing my insights on Salesforce sales and marketing packages as well), I really love Salesforce and I don't have anything I dislike. Review Source SG Skielar G. Business Development Agent Automotive Used the software for: Less than 6 months ### "organized and easy" September 16, 2018 5.0 Pros I sell medical supplies for a healthcare company and we use salesforce for everything! It is where we dial our customers and record the sales. I love the layout and organization of this software! Cons I have nothing negative to say about Salesforce. Review Source SG Samuel G. Consultant Telecommunications Used the software for: Less than 6 months ### "Service makes easy with use of salesforce service cloud" December 9, 2016 4.0 It helps to resolve queries and provide suggestion much quickly and more effectively. Smooth functionality having all details of the customer in one particular software. Customer satisfaction is the key motive. Pros 1\. Customer generic 2. Knowledge base articles. 3. Connecting with social media websites like facebook, twitter etc Cons 1\. Salesforce software is costly than other software in the market. 2. One has to be trained so to understand all the bits and pieces of the software Review Source LP Laure P. Digital specialist marketing Retail Used the software for: 1-2 years ### "Great tool to collaborate" November 9, 2018 5.0 WIth Salesforce we solved connectivity and collaboration problem. Instead of having all the information spread it is all centered and easy to use for everyone. Pros I use Salesforce to connect with overseas colleagues. We share information about clients, best pratices, sales input but also we keep ou customers data. Cons Although we invite people to use the tools, it's not a day to day tool as email platform. So this means that people tend to forget about it and use it less. Review Source CS Cesar S. Analista Public Policy Used the software for: Less than 6 months ### "The best CRM software in the market" April 9, 2018 5.0 Pros This app is awesome, because it offer a lot of services based on the cloud, you do not have to look for another one, this one is the best, it works through a big set of servcices, for of the most important are Marketing Cloud and Commerce Cloud, because with this two we can improve our selling and other servicies efficientely and fast. making a better relationship with customers and sellers. Cons It is a big expensive, so you have to think deeply if you want to pay that amount of money for a CRM app, but it is a good choice for improve your business and increase the revenues. Review Source JP Jeremy P. Software Support Specialist Computer Software Used the software for: Less than 6 months ### "Needs Improvement" July 1, 2019 3.0 Pros There are a lot of useful things you can do with SC like keeping track of customer issues and delegating out tickets to your team. Cons Many options are not intuitive and took a lot of tweaking and building on our end to make it usable. Review Source EG Edgar G. Director Marketing and Advertising Used the software for: Less than 6 months ### "Good but expensive" July 30, 2022 4.0 Pros It allows to connect different tools in one place Cons It is very expensive and you need special training to use it Review Source BG Brian G. Technical Support Manager Computer Software Used the software for: 1-2 years ### "Technical Support Manager of Desk.com." May 8, 2017 3.0 Pros Support is there and responds with very quick turn around. Additionally, the email feature is nice to have. Cons Reporting is extremely limited and difficult to customize. In order to have any phone integration, you must use the Next Gen agent which is not as visually appealing as the classic agent. 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.