# Page 4 | Salesforce Service Cloud Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 4 - 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 4 - Reviews of Salesforce Service Cloud ## Showing most helpful reviews Showing 76-100 of 824 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Imran H. Team Coordinator Information Technology and Services Used the software for: 2+ years ### "Streamline Your Customer Service with Salesforce Service Cloud" March 16, 2023 5.0 My overall experience with Salesforce Service Cloud has been excellent. It has helped me improve my customer service and streamline my workflow, with intuitive software, excellent reporting tools, and top-notch customer support. Pros The software is intuitive and customizable, with excellent reporting tools and seamless integration with other Salesforce products. Cons the least liked thing about Salesforce Service Cloud is the cost, which can be prohibitive for smaller businesses or those on a tight budget. Alternatives considered [Dynamics 365](https://www.capterra.com/p/157279/Dynamics-365/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Reason for choosing Salesforce Service Cloud I wanted customer service software that was both intuitive and customizable. Salesforce Service Cloud fit the bill perfectly. Its reporting tools and integration with other Salesforce products made it a no-brainer for me. While the cost can be a factor for some, the benefits and ROI made it well worth the investment. Additionally, the top-notch customer support has been invaluable in helping me navigate any issues or questions I may have had. Overall, I highly recommend Salesforce Service Cloud for businesses looking to streamline its customer service and improve efficiency. Review Source PP Pragnesh P. Business Development Manager Consumer Electronics Used the software for: 2+ years ### "Salesforce Service cloud for Sales team" May 17, 2022 4.0 Data communication, customer information tracking, customer issue tracking, customer quotes, production test record management are some of the most used features by my team. We are overall happy with the tool and don't see getting migrated away with some of the cheaper tools on market. Pros Easy to integrate in our existing enterprise systems. Easy to access the tool when we are on the road meeting customers. Easy to update information for other teams in the company and provides an easy communication access. Cons Cost! It is the most expensive CRM tool on the market. It does have excellent features and it is worth the money but I feel it is not used widely in the market due to it's expensive price tag. I had to train 3 people recently on my team to use this software as they were using different CRM tool at their previous employer. Review Source NM Nomfundo M. QA assessor Retail Used the software for: 1-2 years ### "Multifunction platform for efficient customer engagement " May 31, 2022 5.0 It have been a very good platform to work on, I love the fact that I can create a view for each agent's box and I can easily view all their solved cases. Pros I love the live chat function because we get to speak to our valued customer's and resolve their customers in real time, this also helps to reduce the email contact. Cons I wish I could be able to see if someone opened a case before I accessed it, this would help me know as pa QA whether some of my agents are avoiding certain cases or not. Review Source Lillian G. Human Resources Generalist Hospital & Health Care Used the software for: 2+ years ### "Complete customer relationship management on the cloud" February 13, 2023 4.0 It is useful for keeping tabs on sales activities and monitoring the pipeline. It's useful for calculating sales quotas and conducting thorough sales assessments based on hard numbers. Data reporting is also simple. Pros All the tools you need—case management, live chat, and knowledge management—are neatly integrated and simple to use in one platform to handle client interactions and support enquiries. There is a wide variety of configuration choices that may be made to improve efficiency and productivity in the workplace. Also, having access to comprehensive information and dashboards is crucial for spotting patterns. Cons It's a complex program with a lot to learn before you can use it effectively. There are some ways in which Salesforce Service Cloud can be tailored to match their unique requirements, but this is not to the extent that they would like. Switched from [UpKeep](https://www.capterra.com/p/145635/UpKeep/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Salesforce Service Cloud helps us organize and streamline customer support. When used correctly, it is an effective instrument. And yet, in general, a useful instrument. The tool's functionality can be modified to suit your specific requirements. Superior to its market rivals in terms of the number and variety of its features Review Source BG Barkha G. Customer Service Representative Airlines/Aviation Used the software for: 2+ years ### "Exceptional customer engagement tool" June 23, 2022 5.0 It is a very unique cloud-based help desk tool which is different from many other traditional softwares. We have been working on this platform for more than 2 years now and we have been able to complete our assigned tasks on-time with the help of advanced features of this tool. You can validate customer details and generate business reports as well through this cloud-based software. Overall, it is a very nice application and I recommend it to every organisation. Pros This tool has multiple helpful features to connect with your clients remotely. It has got the best ticketing management system. The live chat features provided by Salesforce are super awesome and put your work at ease. The best thing about the live chat is you can see what the client is typing on their device so that you can be prepared for their question well in advance. Apart from that, you can also set automatic replies for faster resolution on the live chat. Customer Engagement becomes effortless with the help of technical features provided by this platform. Cons Sometimes, it becomes too slow and we face performance issues. I think they can make this software even more faster and responsive. Apart from that, the chat panel becomes slow when there are more than 3 active chats. Review Source Gabriela D. Servicio de Atención al Cliente Retail Used the software for: 6-12 months ### "Un software fundamental para el Servicio de Atención al Cliente" July 10, 2023 5.0 Usando Salesforce Service Cloud he experimentado un gran aumento en la eficiencia y la satisfacción del cliente. La plataforma ha mejorado significativamente nuestros tiempos de respuesta, la colaboración interna y la gestión de casos. La capacidad de registrar y monitorear las llamadas, así como la integración con otros sistemas, ha simplificado nuestro trabajo diario y ha permitido brindar un servicio excepcional a nuestros clientes. Pros La gestión de centros de atención telefónica es excelente. Me permite organizar de manera eficiente las interacciones con los clientes, asignar casos a los agentes adecuados y brindar un servicio rápido y de calidad. Cons La configuración inicial puede ser compleja y llevar tiempo. Review Source Shayla B. Human Resources Specialist Internet Used the software for: 2+ years ### "Easy to implement, good data management" June 13, 2022 4.0 Keeping track of and following up with my clients was made easier, and I was able to see an overall picture of my month's performance thanks to the data it provided. Because of it, I am able to come up with innovative ideas for our company. When you create a solution that can be used almost indefinitely, you need to be able to scale it. There is no end to what can be done here. Pros Because I've been using it for six years, I've become accustomed to it. It's also easier to use when you have all the information you need about the lead, the firm, and your calling app all on the same page. The best aspect is that you'll have a lot of options when it comes to finding new customers for your business. You'll have no trouble seeing and pursuing the best prospects. Cons Sometimes it's hard to tell which information is helpful and which is negative since there's so much of it out there. It's difficult to gain hands-on experience with different options. Switched from [Zoho CRM](https://www.capterra.com/p/155928/Zoho-CRM/)[HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Trailhead's online training is a fantastic resource. When you have a difficulty, the community is always there to assist you out. There are several tools available to assist you in determining your company's requirements. Review Source LG Letlet G. Sales and Marketing Retail Used the software for: 6-12 months ### "Step Up Your Customer Service Game with Salesforce Service Cloud" February 21, 2023 5.0 Prior to implementing Service Cloud, we were struggling with a variety of customer service and support issues. Our team was spending far too much time managing customer data across multiple systems and channels, and as a result, we were not providing the level of support and service that our customers deserved.However, since implementing Service Cloud, we have seen a significant improvement in our customer service and support capabilities. We have been able to provide a more personalized and effective customer experience. In terms of specific business problems that Service Cloud has helped us to solve, there are many. For example, we are now able to more efficiently manage customer cases, allowing our team to resolve issues more quickly and effectively.Overall, my experience with Salesforce Service Cloud has been nothing short of exceptional. Pros Utilizing Salesforce Service Cloud has significantly improved my work as a sales and marketing professional. The fact that Service Cloud provides me with a comprehensive view of our customers is one of the best features. As a result, I am able to provide a more individualized and successful customer experience and gain a deeper comprehension of their preferences and requirements.I'm also very happy about the platform's support across multiple channels. I am able to provide a seamless customer experience regardless of how customers choose to interact with us because I am able to communicate with them through a variety of channels, including email, chat, phone, and social media. As a result, I have been able to strengthen my relationships with our clients and increase their brand loyalty.In general, Salesforce Service Cloud has revolutionized my career in marketing and sales. Cons There have been some obstacles in the way. The platform's complexity is one of Service Cloud's major drawbacks. For those who aren't familiar with the platform, setting up and customizing the system can be difficult. However, I have discovered that the time and resources invested are well worth it in the long run.The cost of Service Cloud could also be a problem. Particularly for smaller businesses or those with limited budgets, this is an investment that must be taken seriously. In general, although Service Cloud faces some difficulties, I believe that the platform's advantages far outweigh any drawbacks. Review Source Laura H. Human Resources Generalist Hospital & Health Care Used the software for: 1-2 years ### "It accelerates customer service and personalizes case management" September 22, 2023 4.0 Compared to our previous ticketing system, we now have more intuitive case routing based on statuses, escalations, queues, and other routing options. We're excited to shift our attention from solving cases to helping members with their immediate problems. Pros With SAP ERP as the backend, Service Cloud serves as the customer service interface. Our Service Staff's ability to quickly and easily record and bill for Service Activity is the major function. Cons In order for Service cloud to function properly, too many technologies need to be incorporated. There are many features of Service Cloud that are unnecessary for our company. Switched from [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) As a result, we no longer need to maintain separate systems for our sales and customer care departments. We won't have to manually enter data into a central repository; instead, we'll have access to a wealth of data from which to draw when designing new systems. Review Source Jessica D. Game Programmer Computer Software Used the software for: 2+ years ### "The best cloud tool to manage customer inquiries" November 13, 2023 4.0 It's useful for handling inquiries from leads and other accounts, as well as customer issues. Support channels in this cloud include e-mail, online, and live chat. Pros We are able to better handle customer service issues, cases, and information thanks to this tool.Using Salesforce, we can provide help via email to case, web to case, and live chat. Cons I can't say that I disliked anything about it. But there are two things I'd like to add. Please strive to improve "Reporting" and provide more channels for communicating with customer service. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Using Salesforce's Service Cloud, customer support teams can rapidly gauge a customer's mood while they investigate and address their problems. Review Source VR Verified Reviewer Associate Vice President Banking Used the software for: 2+ years ### "Outstanding Customer Service Platform" November 27, 2020 5.0 Excellent tool ,easy to configure and setup with minimal code. Pros Salesforce Service cloud comes with all the required out of the box functionality required for customer support, which includes below mentioned features which are required for setting up customer service . 1) Receiving the cases through multiple channels like Web and emails. 2) Auto assigning the cases to respective group based on the type of issue. 3)SLA definitions and escalation rules, 4)Assigning the knowledge articles to cases. 5)Self service portals. 6)Chatbots and Einstein analytics. 7)Configuring knowledge base. 8)reports and dashboards. 9)Easy API integrations. 10)Rich UI. Cons Some of the limitations associated with API limits ,Storage limitations. Cost associated with licensing . Reason for choosing Salesforce Service Cloud Out of the box functionality and brand value, customer reviews. Review Source Robert D. Website Administrator Banking Used the software for: 2+ years ### "Salesforce Service Cloud is Excellent for Small or Large Teams" September 15, 2022 5.0 Pros I love the multitude of features I am able to use within the service cloud. The ease of resolving customer issues helps a lot and saves time. I definitely recommend it for any organization. Cons Sometimes it was slow and heavily reliant upon networks. Although it is cloud based, I needed a high speed connection for it to operate. Review Source GS Govindraj S. Head of Support Hospitality Used the software for: 1-2 years ### "Complex customer support software" November 10, 2020 2.0 We tried our best to customise Salesforce and for a year we used it but we found that the kind of features we needed it required a Salesforce consultant team to build it however with an extra cost with a dependency so we moved to Zendesk because they provided exactly what we needed at a much less cost and without needing a consultant. Mid-size companies should never use Salesforce cloud unless if their requirements are very high which cannot be fulliled by a out of box customizated product like Zendesk. Pros Only reports. They have a very good Reports which can be used to build a Dashboard which are very easily customised. Cons It is highly complex and it doesn't come with out of box customization. For every single feature implementation u will need a. Consultant. It is only suitable for big call center provided if they maintain a Salesforce engineering team to create and implement all the features as per the Support departments requirements. Reason for choosing Salesforce Service Cloud We Directly moved to Salesforce from Zendesk as it was a Management decisions Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) It was a Management decisions they wanted to try Salesforce as we were scaling up. Review Source VR Verified Reviewer Quality Assurance Team Lead Consumer Services Used the software for: 2+ years ### "Salesforce for the win! " December 27, 2022 5.0 If you are into Customer Service, Salesforce is the best! Pros I have been using this for more than 2 years and it has been great platform especially for customer service. You can incorporate different tools into it which makes it cool! Cons Sometimes it takes time for it to load, needs to be refreshed. Review Source Elizabeth W. Senior Director Of Digital Marketing Retail Used the software for: 2+ years ### "Excellent for data tracking and analysis" June 9, 2022 5.0 This platform allows me to visualize, analyze the progress that has been made during the day, week, month or year because it allows me to store and manage important data about my company, since it allows me to observe the sales, the service provided, the campaigns of marketing that have been launched, the flow of trade that has been obtained, the productivity of the company, etc. This allows me to access the platform on any device since this platform is cloud-based, it also has a mobile version. Pros I like salesforce because it is a client management administration platform where I can have much more personalized attention according to the needs of clients. It helps me with the direct connection with my customers, manage business opportunities since I can automate to establish and negotiate marketing campaigns so that they are more effective with Pardot, this helps me with the unification of the sales department with the marketing department allowing me to attract, select candidates and minimize the sales cycle. Cons The initial setup is a bit complex and takes time. Switched from [Zoho CRM](https://www.capterra.com/p/155928/Zoho-CRM/) salesforce has better integration with others software of the same brand Review Source NK Norbert K. Functional Analyst Information Technology and Services Used the software for: 2+ years ### "Service Cloud - easy way to communicate with end users and manage Your environment!" May 15, 2022 5.0 I would say my overall exerience after almost 5 years using Salesforce Service Cloud is on good level. I really appreciate working with this tool in daily basis and definitely want to use it even if I will change my job! Pros I like the most way how Salesforce Service Cloud is easy to use. You just need short training, few advices what is what and You can manage Your Salesforce environment without any help! Many ways of customize this tool for Your needs, lots of features are presented in a very accessible way and easy to use - no need to know how to write a complicated code when You can achive Your goal by few mouse clicks. Cons I think that when You want dig deeper in setup possibilities, apex classes etc. it can be quite shocking comparing to ease of use at the begining. Review Source eR erika R. supervisora Construction Used the software for: Less than 6 months ### "Todo en la nube" November 28, 2022 4.0 Pros Tienes muchas cosas positiva, y creo que es la mejor en el mercado, no requiere hadware, ya que es en la nube, tienes alertas , tiene un soporte 24/7 esto te ayuda un montón , accedes desde cualquier dispositivo, tiene app para celular , entre otras herramientas que ayuda a que tu empresa crezca y este más organizada Cons Como todo sabemos lo que tiene acceso a internet tiende ser vulnerable, la app tiene un costo medio alto , es accesible, pero hay varias herramientas como el chat que requiere un pago adicional, pero si tu quiere que la empresa sea mejor , hay que adquirir esos costos. Review Source Patrick C. Vice President - Sales Financial Services Used the software for: 2+ years ### "Salesforce makes it easy to maintain a large group of sales prospects and integrates with outlook" May 4, 2018 4.0 I really like the ease of use with this CRM and the fact that it integrates with our other softwares. We operate as a sales unit, so it is essential that we are aware of what other members of the team are doing at all times, and where they stand on different leads, territories, etc. It eliminates the need for additional forms of communication, documents, spreadsheets, you name it. This is essential for any sales team out there, regardless of industry. Pros We are a sales and distribution company for a number of investment companies that run mutual funds, hedge funds etc. We have a GIANT list of prospects and trying to manage all of that in excel spreadsheets would be a nightmare when you consider that we operate as a team and not on an individual basis. It's easy enough to use and integrates well with outside software, such as outlook and excel. Great product for sales teams\*\*. Cons I'm really not a fan of the lack of a genuine support system. If you have any issues, your only option is to email the support team and they have not been very helpful in my experience. Unless you pay for the top tier of salesforce, there's no phone number that you can call. I wish they had a decent tutorial and moreover, there are some no brainer adjustments that could really improve the CRM, such as mass email integration. Perhaps there is a way, but the fact that I have not been able to figure it out or get a decent answer from support speaks to their support system. Review Source CF Courtney F. Client Success Banking Used the software for: 2+ years ### "Salesforce Service is a Good one" June 10, 2024 5.0 Pros It is a really good tool with customers. Very easy to navigate Cons There is nothing to not like about salesforce it is there to help Review Source MG Mentor G. Operatore Sociale Non-Profit Organization Management Used the software for: 6-12 months ### "Sorprendentemente utile" January 29, 2024 4.0 Esperienza costruttiva che mi ha insegnato tanto Pros Ottima la gestione dei contatti e degli account collegati Cons Alcune cose da migliorare ci sono sempre Switched from [Oracle Service](https://www.capterra.com/p/227033/Oracle-Service/) sperimentare nuovi software utili al mio lavoro Review Source Chris M. Salesforce Manager Logistics and Supply Chain Used the software for: 2+ years ### "World Class CRM" December 12, 2022 5.0 We have an amazing relationship with Salesforce directly as well as with the platform itself. We are looking to grow our usage of the different service offerings Salesforce provide. Pros It's a world class platform which provides massive updates three times a year based on customers feedback. The platform is ever growing and it is our CRM of choice. It is so easy to admin and you will get your ROI! Cons Some new products released have limited functionality and require a few release updates to catch up with relevant features but try to adopt as early as possible! It is worth it. Review Source AC Alex C. IT Development Architect Government Administration Used the software for: 2+ years ### "Councils use of service cloud" November 13, 2023 5.0 Has been an excellent way to transform business processes and modernise our technology stack. Pros Versatility to use for different requirements. Preconfigured solutions for our purposes Cons Very difficult to move away. Cost is high. Review Source SP Shaun P. Senior Software Technician Utilities Used the software for: 1-2 years ### "Review of Sales Force" April 3, 2023 4.0 Overall, my experience with Sales Force has been positive. I love the visibility you get into tickets and the analytics and reports that can be run, to fine-tune workflow. Pros I like that I can log in from anywhere and have access to all my work. There is also room for a ton of automation within the SalesForce platform. Cons I've run into a number of bugs within Sales Force. Getting these bugs fixed has been a long process. Review Source Krishna L. Human Resources Generalist Hospital & Health Care Used the software for: 2+ years ### "It's fantastic that it's adaptable and customizable" May 18, 2022 4.0 Use this in my store to run my firm, and it provides a lot of amazing options and friendly customer support as well as an excellent program. Although the pricing structure can be a bit of a challenge to stomach at times, the customization and integration options are practically limitless, so that alleviates my concerns. Pros The most appealing aspect of Salesforce Service Cloud to me is how simple it is to use. You don't need any support managing Your Salesforce environment after only a few minutes of training and a few tips. If You don't have the time or inclination to learn how to write difficult code, this tool will allow You to accomplish Your aim in a few of mouse clicks. Cons Sales and Service cloud might be expensive, but buying them both at once can save you some money. Unless a former colleague serves as a mentor, it is difficult to learn the ropes. Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) Integration with RingDNA's sales cloud the ability to track tickets with ease of use As a result, both Sales and Service need to constantly check in with one another in order to learn more about their customers. Review Source VR Verified Reviewer Sr. Network Engineer Logistics and Supply Chain Used the software for: 1-2 years ### "The absolute best ticket management tool for product support teams" June 6, 2022 4.0 It was a great experience. A must for support and service management. Pros Queue management and integration with tools like jira, confluence and smtp. Cons New UI is a bit confusing and when the mail trail becomes long the comments are not auto updated. You have to delete some history. 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/) ## 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.