# Page 9 | Salesforce Service Cloud Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 9 - 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 9 - Reviews of Salesforce Service Cloud ## Showing most helpful reviews Showing 201-225 of 824 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Consultor de datos JR Management Consulting Used the software for: Less than 6 months ### "Callcenter optimizado con Salesforce" June 8, 2023 5.0 Trabajo como agente de servicio al cliente en un call center que utiliza Salesforce como nuestra plataforma principal. Cada vez que atiendo una llamada, veo de inmediato toda la información del cliente en la interfaz de Salesforce. Puedo acceder rápidamente al historial de interacciones anteriores, detalles de la cuenta y cualquier problema o solicitud que hayan registrado previamente.Utilizo los scripts y plantillas personalizados en Salesforce para ofrecer respuestas precisas y consistentes a los clientes durante la llamada. Además, gracias a la integración de Salesforce, tengo acceso a información adicional sobre el producto o servicio en particular que están consultando, lo que me permite brindar una asistencia más detallada y relevante.Durante la llamada, puedo registrar notas y detalles importantes en el registro del cliente en Salesforce. Esto asegura que todos los datos relevantes queden registrados y estén disponibles para futuras interacciones o para que otros agentes los utilicen si es necesario.Si el problema del cliente no se puede resolver de inmediato, abro un caso en Salesforce y lo asigno al departamento o agente correspondiente para su seguimiento. Gracias a la capacidad de seguimiento de casos en Salesforce, puedo verificar fácilmente el estado de los casos y asegurarme de que se estén abordando de manera oportuna.Después de finalizar la llamada, utilizo las capacidades de informes y análisis de Salesforce para monitorear mi propio desempeño y medir Pros Gestión de contactos, Automatización de procesos, escalabilidad Cons Costoso, curva de aprendizaje amplia, interfaz compleja Review Source AA Ainara A. Administrativa Banking Used the software for: 1-2 years ### "Bastante bueno a comparación de lo que hay en el mercado" November 16, 2022 5.0 Le hemos cambiado recientemente y la verdad que en fluidez en creación de campos y gestión de clientes bastante buena Pros Las integraciones que puedes hacer con el resto de sofware Cons Es muy lento cuando intentas abrir muchas pestañas y cargar actualizaciones Alternatives considered [Microsoft Outlook](https://www.capterra.com/p/227138/Microsoft-Outlook/) Switched from [SugarCRM](https://www.capterra.com/p/231638/SugarCRM/) Se nos quedaba corto Review Source VR Verified Reviewer Responsabile Spedizioni Import and Export Used the software for: 6-12 months ### "Buono ma costoso" August 12, 2023 4.0 Pros Ha ottimi strumenti di analisi prestazionali del servizio clienti.Inoltre da in dotazione risorse ed articoli utili per il personale di supporto e i clienti.Facilmente integrabile con altri prodotti Salesforce e anche applicazioni di terze parti, con relativa possibilità di automazione.Gestione clienti che aiuta ad assegnare e monitorare i casi che si andranno a verificare, e con questa catalogazione si aiuta a individuare e risolvere i problemi nel minor tempo possibile.Buona personalizzazione e ha la capacità di gestire le interazioni su diversi tipi di canali in modo da tenere tutto sotto controllo. Cons La prima pecca che devo constatare è il costo, se si è una piccola realtà.Le personalizzazioni si pagano, e non poco.Cosi come gli abbonamenti.Configurazione iniziale ed adattabilità un po' macchinosa. Review Source Jen M. Account Manager Marketing and Advertising Used the software for: 2+ years ### "Keep All Your Clients in One Place" November 24, 2018 5.0 Pros It's super easy to see exactly what is going on with each of your clients, what opportunities you are working on and who has been interacting with which clients. That kind of transparency is super important to keep your team on the same page. Cons It can start to fall apart if your team doesn't continually update information about each client. There are a lot of opportunities to make mistakes, that's not all on the software, but if you have a big team working with a lot of the same clients then it can cause problems. Review Source VR Verified Reviewer Senior Sales Development Representative Marketing and Advertising Used the software for: 2+ years ### "Easy to use sales rep essential!" December 12, 2018 5.0 Pros Salesforce makes working in a CRM so easy! I am able to keep an easy to view report of my accounts and see the most updated activity as well as be as detailed as needed within each account. The customization makes the platform incredibly convenient. I have experience with several CRM's but Salesforce has been the easiest to use yet! Cons The reporting functionality is AWESOME once you master it. It is be a little tricky but after getting experience with it and knowing what fields you want to pull it makes it easy. Review Source AK Amalia K. SVP of Tech and Daata Non-Profit Organization Management Used the software for: 2+ years ### "Critical to tracking our platform participation" February 10, 2023 4.0 Overall amazing for our organization, but sometimes bigger than we can manage. Pros We can easily track every data point about our users and their participation on our platform to help inform our program and technology. Ability to customize and create automations also helps us to scale with ease. Cons The CRM doesn't often like large amounts of data with the automations. Things break down often and require alternative solutions, which then often requires a specific engineer/architect/consultant. Review Source Jordan C. Salesforce Product Manager Information Technology and Services Used the software for: 1-2 years ### "Awesome Ticketing System" August 8, 2019 5.0 Users are really more productive than previous tool Pros With Service Cloud, we have a complete overview on our Customers. From Lead to Case, we can log all customers activities and be proactive for their needs. Cons Often, you must adapt your process to the tool, not the tool to your process and that's the hardest part of Salesforce implementation. Also, multiple administrators can destroy your organization. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Weak reporting capabilities, weak Salesforce integration Review Source George M. Lead Customer Success Manager E-Learning Used the software for: 1-2 years ### "The most complete CRM software" January 8, 2019 5.0 Salesforce can do everything you want to. However, it will probably be difficult to do so without spending a lot of time researching it. I would definitely recommend getting a full onboarding experience or specialist to setup the system you if you can afford it. We did not do so, and while we can achieve everything we currently need, I feel that we are missing on a lot of opportunities to utilize it further, as well as possibly doing some things inefficiently. Pros Industry leader in terms of CRM A complete platform with extensive solutions for each need one might have Very extensive reporting capabilities; extremely customizable A lot of integrations with external platforms Cons Very steep learning curve (it comes with the fact that it has such a wide range of functionalities ) The lightning experience is vastly better than the Salesforce Classic skin, however, sometimes we get lost in the former and cannot find what we are looking for unless we change to the latter Some of the things that we have looked into doing can only be addressed with writing complex queries and/or hiring experts Review Source AM Alberth M. Tech Support Specialist Outsourcing/Offshoring Used the software for: 1-2 years ### "Simply the best tool to log tickets and provide support." January 15, 2023 5.0 The best, it has really growth throughout the years, we have managed to integrate some tools such as Nice In contact, VRA, and even LucidChart flowcharts.It deploys and works above and beyond. Pros Amazing tool to receive incoming calls and chats and log interactions.It has improved the way we provide information to a customer and the way we create and resolve incoming tickets. Cons It sometimes will take a bunch of time to load a stored document from past years. Review Source GB Gus B. Customer Support Agent Computer Software Used the software for: 6-12 months ### "Slightly complicated to learn, but pretty good once you get used to it." April 26, 2023 5.0 Pretty good, it has room for improvement, such as personalization, but it gets the job done, like one of those machines that are not pretty but are reliable. Pros It has many multiple functionalities and it can be linked to pretty much any other software/platform out there. Cons It is incredibly complicated to learn to use it, it took me about a month to feel confident navigating it, it is huge! Review Source RJ Rebecca J. Sr Manager Information Technology and Services Used the software for: 2+ years ### "Great platform for managing customers and customer service" November 30, 2023 4.0 Pros Easy to track communications with customers and sync it with the company org for full visibility into the customer's account Cons I haven't use it to its full capabilities to understand what could work better Review Source Krishna Kashyap Y. Mobile Learning Specilaist Medical Devices Used the software for: 2+ years ### "Best cloud CRM tool in the marlet." December 4, 2019 5.0 Major help is that it helps to streamline workflows with customers and in turn helps us to deliver fast and efficiently. Pros Service cloud helps us to automate the service process, streamline workflows and improve the sales rep experience. The best part is that it connects one-to-one with every customer and easily accessible by the mobile devices on the field or anywhere. Cons There is a little bit of leanring curve involved in it but other than that this is great to have insights of customer and better deliver. Review Source VR Verified Reviewer Sales Engineer Computer Software Used the software for: 2+ years ### "Cream of the Crop" November 27, 2018 5.0 Pros Salesforce is the the tool that everyone should use. You name it it can do it. The data that it can produce can take business to new levels, the insights between sales and support systems again help massively when integrated together. No copying, no syncing its just there. Cons Getting setup isn't something you do yourself it needs experts to get the most from it so can get costly fast. For inexperienced users it can be tough to get used to how it works and its "quirks". Review Source Milthon R. CEO Leisure, Travel & Tourism Used the software for: 6-12 months ### "Good software but be carefull" August 9, 2018 4.0 I have had a good experience using the software but It took me a long time to adapt Pros It is a very good software because it has many functionalities for those experts in marketing, sales, operations and advanced client management. I love the way you can see your potentials, probabilities and so on. It allows you to have a clear and definitive idea of the state of your business as well as your sales in general as well as your work team. Cons The problem with this type of software is that it is VERY expensive for what we receive, besides that its interface I understand that it is very old and complicated for a company with so much technology at your fingertips, when buying your products you must buy them separately and according to your needs but I think they should make it easier for the public Review Source VR Verified Reviewer Team Lead and L1 Technical Support Engineer at Instructure Used the software for: 2+ years ### "Salesforce the ticketing system" April 13, 2018 5.0 The benefits I get from using salesforce are exceptional. I am able to check on my days off what I need to look into when I get to work. I can see if a client has replied to my inquiry or if they are still getting more information for me. Pros I love how easy it is to track what is going on with incidents as a user. I am able to share case numbers with my colleagues and they are able to view events with me. Cons I wish there was a decent mobile interface. Each time I try and access on a mobile device it is very hard to navigate. Review Source VR Verified Reviewer DSM Retail Used the software for: 2+ years ### "Adaptable " December 6, 2022 5.0 Pros Salesforce is an excellent tool for business. It can be adapted and adjusted to fit your needs. It is easy to use and simple to train the users on using the tool. You can have several different business tools available depending on your needs. Cons Training for the administrators was cumbersome and time consuming. Review Source VR Verified Reviewer Tech Lead Information Technology and Services Used the software for: 2+ years ### "All in one solution for all support needs. " August 18, 2022 5.0 No alternative for now. Pros I love almost all the features of service cloud especially recent additions like salesforce voice and FSL, with the adoption of FSL, customer site visit scheduling got better. Cons Nothing to dislike, eventhough FSL is an Salesforce service cloud solution integration of FSL with Salesforce service cloud is not that good at the moment. Review Source Russell C. Email Developer Religious Institutions Used the software for: 2+ years ### "Great marketing service for any team" May 2, 2018 4.0 We have been able to run a lot of successful campaigns because of this service. Pros It's enjoyable that you can run almost any type of campaign from salesforce. It's a powerful tool that can be customized for almost any campaign or company. Cons Customer service. It's really bad. We tried calling for an urgent issue we were experiencing. There were dead-end routes that would just hang up on you. It was impossible to find someone to help or actually had the ability to resolve your issue. Review Source JAM Juan Andres M. Administracion de Empresas Information Technology and Services Used the software for: 1-2 years ### "Es lo que buscaba" July 18, 2023 4.0 Pros es un programa muy completo, con herramientas que toda compañia necesita. Cons se puede tornar lento pero esto depende del dispositivo donde este instalado. Review Source NkC Naga kiran C. Software engineer Computer Software Used the software for: 2+ years ### "Salesforce service cloud the life saviour" February 10, 2023 4.0 Pros It’s very good and easily configurable and since it’s cloud based so easily accessible Cons License is not costly and then live support agent is not that easily configurable Review Source EH Eslam H. Customer Service Specialist Outsourcing/Offshoring Used the software for: 1-2 years ### "The best option for data analyzing " May 30, 2023 5.0 Pros Easy to use, manageable, makes you see every detail to use it in order to assist our customers. Cons It needs to be developed more, more options, and get updated all the time. Review Source César E. ASSOCIATE Institutional & VC Banking Used the software for: 1-2 years ### "Salesforce is the top for my company sales strategy. I love it!" February 4, 2023 5.0 The overall experience is excellent. Pros I love the capacity to have all the documents and data in there. Is a all in one tool that you must have in your organization. Cons I think is a bit expensive and difficult to use at first. Switched from [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Hubspot is so simple. Review Source VR Verified Reviewer Sales Systems Lead Internet Used the software for: 2+ years ### "The go-to CRM" August 3, 2018 5.0 Pros From an end-user perspective, it's nice to have complete records of people, companies and deals all in one place. Lots of reporting and analytics capabilities as well. From an administrative perspective, there really isn't much you can't do with the platform. Cons Page layouts can sometimes get cumbersome with all the info displayed. As an admin, there are definitely times where you feel like some aspect of configuration should be much simpler than it really is. Review Source VR Verified Reviewer Customer Success Specialist Used the software for: 2+ years ### "Great software to use for tracking sales operations including lead tracking, sales notes n forcastes" July 30, 2018 5.0 This job makes my life easier to track notes and things going on with leads and accounts within the organization. Without the software it would be very difficult to do my job on a day to day basis. Pros I like the ability to use the software via the web from any computer. Also, the ability to integrate with many other softwares including click to dial and others. Cons The cost would probably be the only thing that I would consider to be a downfall of this software as I believe it can get kind of spendy. Review Source Antonello B. cultivator Farming Used the software for: 1-2 years ### "decent" May 16, 2023 3.0 Pros its good for start up and small business ceos who need a little more info Cons Its only good for startup companies in my humble opinion 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.