# Page 28 | Salesforce Service Cloud Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 28 - 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 28 - Reviews of Salesforce Service Cloud ## Showing most helpful reviews Showing 676-700 of 824 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use MM Mike M. Computer Software Used the software for: ### "My experience with Desk" October 23, 2014 3.5 Pros I like its organizational ability and the ability to customize reports. Cons The ability of its email form to work with MS Outlook is limited. This has been a big pain for us. Desk can send a copy of an email to Outlook, but we have to edit it heavily in order to respond to it. A second thing I don't like is that Desk is not customizable enough for us. For example, when I check the box next to a case, only four fields display for bulk editing: status, priority, group, and agent. I need more fields than that. I need to be able to choose them. My company would benefit from much more customizability. Review Source SA Steven A. Customer service manager Insurance Used the software for: Less than 6 months ### "Great organization tool" April 27, 2019 5.0 Pros Service cloud allows different teams to access a single thread of correspondence, which has proven very helpful Cons Closer interaction between cases and tasks would be helpful, but it is works to manually manage the two Review Source Jason L. Marketing Specialist Computer Software Used the software for: I used a free trial ### "Clouddy?" March 4, 2016 3.0 Standard SFDC platform, doesnt do all that you want it to do but it gets the job done and gets your organized. I think it's a bit pricey but everything with Sfdc is pricey. Pros the interface is pretty easy to use Cons not always obvious how to figure stuff out Review Source PM Phil M. GM Automotive Used the software for: Less than 6 months ### "General Manager" September 29, 2022 5.0 Pros One of the first in the market for a sales system. Easy to use. Cons Nothing at this time. Everything seems to be working fine. Review Source KA Kelsey A. Operations Team Lead Computer Software Used the software for: 2+ years ### "Life Changing for our Customer Service Department" November 13, 2019 5.0 Pros Wow going from an email address for complaints to having a whole software platform to respond and track issues has been so wonderful for not only us but our clients. Cons We run into bugs or weird issues but the support team is always helpful. Review Source SD Scott D. Customer Support Computer Software Used the software for: 2+ years ### "The standard for client management" January 8, 2019 4.0 Pros Tons of options for managing and organizing sales and client information. Very customizable and scalable for your business. Cons There is a steep learning curve to take full advantage of the software but training is available and helpful. Review Source FB Fabio B. Especialista Telecom Telecommunications Used the software for: 2+ years ### "Funcional" November 5, 2022 5.0 Pros Excelente ferramenta para acompanhamento das solicitações dos clientes Cons A interface poderia ser melhor e mais amigável Review Source Eric S. Creative Director | Principal Design Used the software for: ### "null" February 9, 2018 4.0 Review Source VR Verified Reviewer Associate Investment Management Used the software for: Less than 6 months ### "Salesforce" December 4, 2018 5.0 Pros The value prop is very helpful. Allows us to track key activity Cons I always forget my password and the website makes it difficult to get back in without it Review Source CM Corey M. Computer Software Used the software for: ### "Time and Productivity Saver. " November 19, 2014 4.0 Pros Overall, the product is very polished visually and works pretty well. The vendor is backed by Salesforce, so they are able to leverage the large nature of the company for different trends and make sure they are staying current. Cons Overall, their stability seems to have problems at the worst times. There have been several outages regarding email and reporting over the past months. Some are shorter outages; others span several hours. The Salesforce integration is finally working better but is still not perfect for allowing data to sync easily both ways. Review Source PW Priscilla W. Director Used the software for: I used a free trial ### "One Stop Shop" January 11, 2018 5.0 I this fitting many different types of businesses. Having different communication options is key when building a customer profile and It's hard to find things that are more of a one size. I could recommend this company to just about any business owner or manager. Pros There are so many ways to communicate with your team big or small. This allows you to be able to stay in touch and manage everyone in a more consistent and efficient way. You can easily talk to a driver and the driver can easily punch in information that everyone has easy and instant access too. I see this being a win win for customer and all the legs of the business. Cons I don't see how this would be worth the price for a company with only one other worker. However, if you were looking to expand this would be the perfect option to start with. Review Source RC Rosie C. Owner Hospitality Used the software for: 6-12 months ### "Helps you focus on your customers" October 20, 2018 4.0 Pros Desk.com helps you focus on your customers and organize your contacts with them in a central location. Cons For me, the interface is a bit clunky, it feels like it could be improved and doesn't feel intuitive. Our facebook, Instagram, twitter, blog etc are seperated and assigned to different team members, and the learning curve is steeper than I would have liked. Review Source VR Verified Reviewer Marketing Associate E-Learning Used the software for: Less than 6 months ### "New to Salesforce - great platform" September 6, 2018 4.0 Pros Salesforce has been key for tracking conversions. Cons Creating new reports can be a bit confusing when you are new to the platform. Review Source JS José S. Manager Information Technology and Services Used the software for: Less than 6 months ### "Não é o CRM mais simples" February 10, 2023 4.0 Pros É uma ferramenta com muitas potencialidades e recursos. Dá resposta às necessidades mesmo as mais complexas. Cons É demasiado complexo quando se pretende tratar de processos e workflows simples.A adaptação ao software é longa, não é intuitva e a interface não ajuda, demora a perceber a lógica da plataforma. Review Source BA Beena A. Business Intelligence Consultant Used the software for: 2+ years ### "Large platform with the capability to configure" June 30, 2025 5.0 All our cusomer facing web applications are hosted in cloud. Integration and deployment is easy. But I feel like there are so many steps involved if we need to create or update distribution list of the notification system. Pros Availability and ease to configure the pages. Platform is easy to navigate and the knowledge articlea enablea the self service Cons Customer servics. New users/developers finds it difficult to get started and extensive training is required. Review Source MC Monica C. Executive Assistant Electrical/Electronic Manufacturing Used the software for: Less than 6 months ### "Ok for keeping track of customers" April 19, 2018 4.0 Pros It makes for a very easy way to keep track of your customers information. Everything, including what items they order or what project you are doing for them all in one place. Cons There are too many steps involved to keep track of everything. Finding the information you need takes a few minutes, instead of being right at your finger tips. Review Source HS Harmandeep S. Software Engineer Computer Software Used the software for: 6-12 months ### "Salesforce.com Service Cloud" April 16, 2018 4.0 Pros I really love the flexibility to setup customizations and different configs. It also has a add ons features which you require. The UI is pretty attractive and easy to navigate. Cons It has an automated support feature, which is not pretty good as it doesn't tends to your actual support needs. It requires a license which gets expensive. Review Source DM Dawn M. Director Used the software for: Less than 6 months ### "Improving for the non-profit segment" July 3, 2018 4.0 Pros I've been doing a lot of research and testing to this to see if it would be a good replacement for our current CRM and this really appears to have improved to support a more donor-relationship-based platform. Cons Still multiple screens with information N/A to us and not everything that a donor based organization would need to track. Review Source EQ Emily Q. Marketing Associate Used the software for: Less than 6 months ### "Not user friendly, but functions are good" September 19, 2017 2.0 Pros This tool can be integrated with many other Salesforce tools which makes it much more valuable. We're one step closer to getting a 360 degree view of the customer. Cons At the user lever, it's not intuitive. It took weeks to figure out all the different buttons, views, tabs, etc. You could get lost down a rabbit hole of options. Review Source lC lakyn C. Project manager Broadcast Media Used the software for: 6-12 months ### "on the cloud" March 26, 2019 5.0 Pros the ease and accessibility of this program for me is everything Cons it would seem that the loading period of input information is slow Review Source DS Deepak S. Salesforce Developer Computer Software Used the software for: ### "Service CLoud Rcoks" October 7, 2016 4.0 Service CLoud has got lots of cool features. Hope Live messages will add value in our Service Cloud implementation Pros ease of implementation Cons CTI and Live Agent Review Source JM Joseph M. Owner Logistics and Supply Chain Used the software for: 1-2 years ### "Sales Force Review" September 15, 2016 3.0 Pros Sales Force CRM can be very useful when you have the programming knowledge to build it out Cons You must build it out yourself. It would be better if it came with various functions and tasks already built. Review Source TD Tim D. Computer Software Used the software for: ### "Application Engineer & Support Technician " January 20, 2015 3.5 Pros I like that this software allows us to interact with our customers and get feedback from them on issues that they are having with our apps. Cons I find that it does get very expensive very quickly with the Desk software, especially if you have other agents login and then get billed per minute that they are logged in. Review Source DP David P. Program Manager Non-Profit Organization Management Used the software for: 6-12 months ### "Salesforce review" November 14, 2018 5.0 Pros The platform is comprehensive and well organized and has provided our organization with a simple way of keeping track of our thousands of contacts. Cons The platform takes a lot of time to get comfortable with and needs a lot of customization and tuning to display information that is relevant to our needs. Review Source JS Jesse S. Marketing Specialist Computer Software Used the software for: 6-12 months ### "Simple and Easy to Use " June 8, 2018 4.0 Pros This software did the job for us, allowed us to see what help was needed through our help desk. Not much to say other than it does what it says it will. Cons None at this time. I use it for the main purpose that it provides. Other members of our team have mentioned a slight learning curve though. 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.