# Page 8 | Salesforce Service Cloud Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 8 - 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 April 20th, 2026 # Page 8 - Reviews of Salesforce Service Cloud ## Showing most helpful reviews Showing 176-200 of 824 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Greg B. Director of Customer Care Security and Investigations Used the software for: 2+ years ### "Multiple deployments of Service Cloud and all successful" September 5, 2018 5.0 We have gone from a 30 day history of generic cases to a 360 view across all functions for all time on every customer. We now manage our data instead of it managing us. Pros This is the easiest case tracking solution I've worked with over the years and on a second deployment at a different business and meeting 110% of our requirements. We are handling more processes in Service Cloud than we originally planned. The interface works. The ability to define our business processes and very easy deployment. Cons We have been patient waiting for Service Cloud Lightning to be 100%. Getting very close now. We still need better email integration and more control of email management. Review Source CD Catherine D. Office Manager Construction Used the software for: 2+ years ### "Service made easier! " October 31, 2022 5.0 This software stopped the annoying phone calls. Now everyone can click a few buttons and know what has been sone/ Pros Makes my life easier and stops everyone from having to pick up a phone. Cons The software works fine, you get the most from when you input into it first. Review Source SC Silvia C. Supervisor Consumer Services Used the software for: 1-2 years ### "Avaliação SF" March 13, 2023 5.0 No mais a ferramenta é muito amigável, o trailhead tbm é uma ferramenta muito útil no apoio a usabilidade Pros A ferramenta ajudou a elevar o patamar do atendimento, uma aplicação dinâmica, com compilação de dados importantes para oferecer um melhor atendimento Cons Apenas na configuração de estruturação de árvore de assuntos do atendimento que tem certa complexidade na união dos objetos. Reason for choosing Salesforce Service Cloud O fornecedor apresentou e mostrou muita clareza na usabilidade da ferramenta, além do que tem muitos benefícios os quais atinge a visão de futuro da empresa Review Source Mohammad A. Sales admin Internet Used the software for: 6-12 months ### "an amazing experience " February 9, 2022 4.0 Pros The ability to share opinions with colleague and the ability to have everything to handle customer issues in one platform is amazing Cons without the proper trainer by a former colleague, it is hard to navigate Review Source MG Mollie G. Engagement Team Lead Computer Software Used the software for: 1-2 years ### "Salesforce is amazing once you figure out how your company uses it" December 10, 2022 5.0 I adore using salesforce, Its pertinent for me to do my entire job. Pros I love how you can track so many different things. Our customers success team uses it for cancel requests, failed payments, upselling, and also onboarding. Salesforce allows you to capture everything in you need to know on one page. Cons This isn't necessarily a flaw of salesforce but every company uses SF a little bit differently which can be confusing. Review Source DR David R. Partnership manager Financial Services Used the software for: 2+ years ### "SFDC Service H.I. " March 28, 2024 5.0 Pros the real time interactions with clients has been excellent. Team collaboration is required as well. This is crucial to our business processes. Cons no cons at this time, we enjoy using Service Cloud and it's crucial to our business. Review Source VR Verified Reviewer 会社役員 Computer Software Used the software for: 2+ years ### "総合力が高い" February 13, 2023 5.0 創業当時から活用しています。商談管理とレポート機能により十分に効果を発揮しています。複数人で一つの取引先や商談に対してコミュニケーションする必要があり、業務プロセスを自動化したいと思うならおすすめします。トレーニング資料が充実しており機能を学ぶことができるのも優れた点です。最も効果を生む使い方するなら営業メソドロジーを確立し、実現したい営業プロセスを持っている企業が導入するか、その両方をコンサルティングしてくれる企業と共に導入することです。 Pros シェアが高く、エコシステムが充実しているため他社システムと連携がしやすい点 Cons 価格が他社よりも高めであり、小規模業者が多機能な使い方をするには投資金額が多くなる点。 Alternatives considered [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/)[Google Sheets](https://www.capterra.com/p/169718/Google-Sheets/)[Microsoft Excel](https://www.capterra.com/p/176574/Excel/) Reason for choosing Salesforce Service Cloud これまでに利用したことがあり、他社連携が充実している点。パートナーも見つかりやすい。 Review Source Jorge M. Gestor Comercial Banking Used the software for: Less than 6 months ### "Intuitivo y práctico" February 9, 2023 5.0 Pros Software muy intuitivo, facilidad de uso y gran posibilidad de realizar un seguimiento continuo de los clientes. Cons Lentitud en la carga de datos, necesidad de esperar de un día a otro para que se realice un refresco del sistema. Review Source SG Shelby G. QA & environmental manager Pharmaceuticals Used the software for: 2+ years ### "Salesforce service cloud " July 1, 2023 5.0 Pros I really like the layout of Salesforce service cloud. We used this alongside servicemax. The system works well.. perfect for quick allocation of work orders to engineers based around the country. They were able to access quickly with signal via mobile on site. Cons A few connectivity issues caused some problems when completing jobs on site, but did not occur that often. Review Source VR Verified Reviewer Account Development Manager, Strategic Accounts Human Resources Used the software for: 2+ years ### "Salesforce - the networking tool" November 14, 2018 5.0 I have used salesforce in three different roles and companies for over a decade. I am a tried and true user and appreciate it's growth over the years. Pros It is an easy and efficient way to keep track of contacts, opportunities, and organizations. I love that everything is housed in a top-down approach and it is easily accessible from anywhere. I can be on my mobile or on my computer and have access to all of my files. Cons I do not have a complaint about the software. I believe some of the restrictions are limited to the organizations that have their own set up, but all in all the software is intuitive and easy to navigate. Review Source VR Verified Reviewer Senior Account Executive Internet Used the software for: 2+ years ### "a beast of features for CS teams " February 24, 2023 4.0 Pros \- It's so easy to keep track of all my customer interactions in one place-The automation features save me so much time and help me stay on top of everything-The knowledge base is a lifesaver - I can quickly find answers to common questions without having to look them up every time-The reporting and analytics give me valuable insights into our customer service performance-The integrations with other Salesforce products are really helpful for a seamless workflow Cons \-The setup process can be a bit overwhelming at first, especially if you're not used to using Salesforce products-The pricing can be a bit steep very quickly , especially for smaller businesses (as you pay per seat and per edition) -The interface can take some getting used to, but once you do, it's really intuitive Review Source Mohamed G. product manager Automotive Used the software for: 2+ years ### "great over all " December 22, 2022 5.0 a great tool set, but you'll need a team of professionals to assist you put it up and keep the platform running. The vendor's primary goal is to sell you their products, and they rely on other suppliers and partners for support and integration. Pros Scalability. Design and future integrations are agile. adjustable interface Cons Very little vendor advice and assistance with the product. There is no supported customer collaboration for learning. Since account representatives change so frequently, we never get the opportunity to develop a true relationship with them. Review Source Luke S. Marketing and Business Development Manager Construction Used the software for: 6-12 months ### "Complex and high learning curve" December 5, 2018 4.0 In the construction business, one contractor can work on several different homes owned by different people. For that basic information, we can track that hierarchy and sales and bids given. Pros I can see that the software is very deep in its potential capabilities. Very large companies use it to manage people and data that all needs to relate to itself. My feeling is that with enough modification, it can do whatever you need it to. Cons It is extremely complex, too complex, for an average person to sit down and just make work. Even with all the forums and Trailhead, there is so much literature there that much of it doesn't relate to what you are trying to find. The lightning version seems to be cool, but doesn't function quickly like classic. You can't even print a lead. That's right. You can't print a lead. That's why there are separate SFDC implementation teams - because you can't figure it out o n your own. Review Source TO Theresa O. Team Lead Outsourcing/Offshoring Used the software for: 2+ years ### "One of the Best" December 10, 2022 5.0 10 out of 10, this tool is very useful for reporting productivity and csat scores, track and keep everything in place. Pros I've been using Salesforce for quite some time now and this really helped me with a lot of things. Reporting and ticketing system. Very easy to use and very essential. Cons Nothing much, since SF is improving with updates and fixes bugs and glitches.SF is also not that hard to manage. Review Source Dan R. Sales Manager Computer Software Used the software for: 2+ years ### "Manage your leads, opportunities and sales pipeline all in one console - Salesforce!" May 4, 2018 5.0 Keep an eye on your deals, prospects and accounts with Salesforce. Pros We use this every day, it houses all our leads, accounts, prospects, deals and account-related history. As a sales organization we not only rely on Salesforce for tracking our numbers we also use it to communicate with other departments for customer issues and concerns. It's the one sole platform where our clients' data lives. Cons It has the tendency to be buggy when it is integrated with other apps. We've customized it to create quotes for us and sometimes it would not show the right margin amount on the quote. Review Source SR Shellene R. Team Lead Consumer Services Used the software for: 1-2 years ### "Great for luxury brands" July 27, 2023 4.0 Pros I liked the fact that you could use it with other software so you don't have to put the same data in to multiple software one by one that feature was really time effective Cons Well sometimes I had to refresh to ensure the data that I had had in the other system shows up I think its kinda good tho because if the data is incorrect or you made a mistake you'd see it by how its reflecting in salesforce Review Source VR Verified Reviewer Growth Analytics & Market Insights Specialist Food & Beverages Used the software for: 1-2 years ### "Effective platform for CRM" July 8, 2022 4.0 Overall, I am happy and satisfied with my use of Salesforce Service Cloud. This is the main platform I use when coordinating with my agency partners, and I find it way more effective and efficient vs simply emailing requests as this keeps track of date/time posted, progress, person assigned, number of requests, and a lot more. Pros What I like most about this software is its user interface, which is very user friendly and easy to navigate. There is almost no learning curve in using this software as it is very intuitive! I'm able to put in my requests, attach files easily for reference, manage and track progress, and even refer to a powerful database of knowledge articles that are readily available. Cons The only thing I think the software needs improving is the occasional bugs/errors when attaching files as a comment. Often times, you'll need to upload first and then re-select the file you uploaded in order for it to be attached and sent. Review Source TV Travis V. Field Engineer Machinery Used the software for: 2+ years ### "Good case management, but customizations are going to cost you" June 21, 2022 5.0 It's been reasonable. The service has tiered packages. This does not allow for certain items to be addressed without a higher tier of service. Pros The case intake and knowledge base are the best parts of the service cloud. Cons Salesforce's slogan is "clicks, not code" but to get anything that fits a brand that already exists, involves code. You can click through configuration s but customizations come at a price. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[SugarCRM](https://www.capterra.com/p/231638/SugarCRM/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source Toshinobu Y. 会社員 Leisure, Travel & Tourism Used the software for: 2+ years ### "ここまでのレベルはない" January 15, 2023 4.0 Pros 事細かく管理することができスマートでわかりやすい操作が出来る。 Cons マイナス点はほとんどなく、日本企業でも取扱しやすい製品である。 Review Source GB Greg B. implementation consultant Computer Software Used the software for: 2+ years ### "Best bet for Service" January 11, 2022 5.0 Service cloud was my introduction to Salesforce, and has led to a very lucrative career. The out of the box functionality is enough to get started on service support, and the ability to customise to use SLAs, Milestones and manage both productivity and customer expectations is brilliant Pros Service Cloud works in parallel with the Sales data in the salesforce platform, so you can see a full picture of your customer, and relate all complaints/request to a single point. Plus multiple points of contact allowing cases to be generated via phone, sms, website form, live chat or email. Cons Field Service is limited unless you opt for the Field Service Lightning package, but there are plenty of features to run a helpdesk efficiently and well Review Source MS Madhusudan S. Software Engineer Computer Software Used the software for: 6-12 months ### "A strong tool for managing customer service activities is Salesforce Service Cloud." February 15, 2023 5.0 Salesforce Service Cloud's AI-powered technologies, like Einstein Case Classification and Einstein Bots, are among its most notable features. These technologies employ machine learning to aid in the automation of specific processes, such as assigning cases to the appropriate team members or replying to client enquiries through chatbots that have already been programmed. Pros Scalability is one of Salesforce Service Cloud's primary advantages. All sizes of businesses, from small start-ups to massive corporations, can use it. Because of the platform's flexibility, it can be adapted to any company's particular requirements, and a wide range of integrations and extensions are available to expand its functionality. Cons The vast customisation choices offered by the platform may overwhelm or confuse certain users, which is a potential problem. It may take some time and effort to completely comprehend and utilise all of the available capabilities, despite the fact that one of the platform's strengths is the ability to customise it to particular business needs. Review Source CU Carl U. Vice President Building Materials Used the software for: 2+ years ### "Review Management" March 28, 2024 3.0 Meh. Streamline operations is definitely necessary. Improve search fields also a must Pros Seems like an adequate service but lots of room for improvement. Cons Could use a lot of improvement regarding the user interface & streamlining operations. Redundant steps not explained well, how or why. Steps like needing to provide signature on approved permit AFTER I've just received approval & paid the fee just creates more steps to hold up the process or miss before next stepcan be implements Review Source Pieter L. Marketing Technologist Used the software for: 2+ years ### "Sync our Marketing activities to it. Also push data for Sales team on sales readiness." July 30, 2018 4.0 I can send sales ready leads to the sales team in a great way. We can also reroute leads who don't qualify. It has the best syncs with Marketo. Pros Very robust, you can create many objects that sync to your Marketing automation platform. I've also heard of people using it to manage inventory. Very easy to view campaign members and activities they've done. Also the activities sync over to our marketing automation tool as well as object information like an opportunity. Cons Same old UI. Importing leads can be troublesome with creating duplicates. Using an import tool is must. Review Source NKM Nana Kwame M. Teaching Assistant Education Management Used the software for: 1-2 years ### "Great for customer relation management " March 27, 2023 4.0 We run a survey a few months after switching to Salesforce Service Cloud and our clients are more satisfied with our response rate Pros Before we switched to Salesforce Service Cloud, our clients used to complain all the time about slow response to issues but now there is no lag since we can manage and track the issues from start to finish Cons The software itself is great for large businesses but a bit too complicated to use Review Source Jeremiah D. Facilities Assistant Non-Profit Organization Management Used the software for: 2+ years ### "An amazing CRM resource" January 16, 2019 4.0 we maintain a large portion of the nations capital and especially the business district, having salesforce allows us to keep track of not only extensive building details but potentinal funding sources Pros my favorite thing about this software is its ease of use and the wide range of practical usage regardless of the industry . we use the Non profit version and i dont know how we ever got business done without it Cons I think the biggest con to me is building stuff on the back end and mapping. sometimes what im trying to map does not connect well with salesforce and it throws my report off 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.