--- title: "Salesforce Service Cloud Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Salesforce Service Cloud Software - reviews, pricing plans, popular comparisons to other Customer Service products and more." source_url: "https://www.capterra.com/p/136189/Salesforce/" page_type: "product" language: "en" --- # Salesforce Service Cloud Software Review 2026: Features, Integrations, Pros & Cons Last updated on July 23, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Users](#users)[Pros and Cons](#pros-cons)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Salesforce Service Cloud ## What is Salesforce Service Cloud? Deliver great service and a flexible agent experience, from anywhere. Give agents a holistic view of every customer, whether they’re in the contact center or working remote. Scale and optimise service by leveraging AI and integrating popular support channels — like phone, messaging, and chat — directly into the agent workspace. Resolve cases faster by combining automated processes with easy access to the full details, context, and history of every case and customer interaction. ## What is Salesforce Service Cloud used for? [Customer Service](https://www.capterra.com/customer-service-software/)[Call Center](https://www.capterra.com/call-center-software/)[Customer Engagement](https://www.capterra.com/customer-engagement-software/) Recognitions Shortlist Top alternative Featured Overall rating Based on 825 user reviews Reviews sentiment Positive 91% Neutral 7% Negative 2% Pros & cons Extensive platform customization options Comprehensive organizational tracking tools High cost for small businesses Frequent glitches and technical errors Starting price $25 Per User, Per Month Free trial available Includes Free Version Capterra Shortlist charts the highest-rated and most popular products... - Help Desk / 2026 - Knowledge Base / 2026 - Live Chat / 2026 - Work Order / 2026 - Contact Center / 2025 - Customer Engagement / 2025 - Customer Service / 2025 - Knowledge Management / 2025 Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Salesforce Service Cloud?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=http://www.salesforce.com&name=Salesforce Service Cloud) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Salesforce Service Cloud 4.5 (825) VS. [4.4 (4,087)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting Price $25 Per User, Per Month Starting Price $115 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.1 (809) Ease Of Use 4.3 (18,134) Value For Money 4.2 (590) Value For Money 4.2 (12,820) Customer Service 4.3 (628) Customer Service 4.3 (14,052) ## Salesforce Service Cloud alternatives [4.5 (3,466)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) [4.4 (18,799)](https://www.capterra.com/p/61368/Salesforce/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 90% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/61368/Salesforce/) Highest Rated [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/) [4.7 (1,787)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/102188/LiveAgent/) [LiveChat](https://www.capterra.com/p/62194/LiveChat/) [4.6 (1,727)](https://www.capterra.com/p/62194/LiveChat/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/62194/LiveChat/) [View all alternatives](https://www.capterra.com/p/136189/Salesforce/alternatives/) ## FAQs about Salesforce Service Cloud Overview ### What problems does Salesforce Service Cloud solve? Salesforce Service Cloud solves scattered case handling, lost support emails, weak cross-team visibility, and manual ticket routing by centralizing customer issues, knowledge articles, sales context, and real-time dashboards. Customer service teams, help desks, field agents, sales reps, and managers benefit most from faster follow-ups, clearer ownership, and mobile access. Answer based on 329 reviews Overview ### Which roles and teams benefit most from Salesforce Service Cloud? Salesforce Service Cloud benefits customer service teams, sales leaders, account managers, and business development staff who need to manage cases, track customer interactions, and improve response times. IT administrators, consultants, and analysts use it to customize workflows, automate support processes, and surface reporting that helps managers and executives monitor service performance. Answer based on 762 reviews Overview ### What company size and industries is Salesforce Service Cloud built for? Salesforce Service Cloud is used by contact centers, IT, HR, field service, and customer support teams, with 47% of reviewers from small businesses. It also serves enterprises at 32% and midsize businesses at 21%, with strongest adoption in Computer Software at 15%, Information Technology and Services at 9%, and Financial Services at 5%. Answer based on 825 reviews Features and Usability ### What are the key features of Salesforce Service Cloud? Salesforce Service Cloud includes core service tools like case management, omni-channel routing, knowledge base management, and self-service portals. Reviewers also highlight differentiators such as workflow automation, customizable reports and dashboards, and third-party integrations, especially for connecting customer data, tracking interactions, and managing support processes across teams. Answer based on 298 reviews Pricing ### How much does it cost and what fees or limitations are included? Salesforce Service Cloud starts at $25/user/month for Starter Suite, then Pro Suite at 100, Enterprise at 175, Unlimited at 350, and Agentforce 1 Service at 550. A free version and free trial are available. Reviewers often call pricing high for small teams, though some say the basic package offers good value. Answer based on 124 reviews Integrations ### Which third-party tools and platforms does Salesforce Service Cloud integrate with? Salesforce Service Cloud integrates with Microsoft Outlook, Jira, WhatsApp, Five9, Outreach, Mailchimp, DocuSign, and Google Drive. It also supports over 20 integrations across contact center, analytics, and Salesforce products, including CRM Analytics, Talkdesk, Vonage Contact Center, NiCE CXone, and Salesforce Sales Cloud. Answer based on 136 reviews Getting Started and Support ### How easy is it to onboard and train a team on Salesforce Service Cloud? Salesforce Service Cloud offers live online training, webinars, videos, and documentation, which help teams get started. Reviewers say end users and agents often learn basic tasks quickly with short training, while new admins, nontechnical users, and teams handling setup, customization, or workflows usually need more time and guidance. Answer based on 125 reviews Getting Started and Support ### What customer support options does Salesforce Service Cloud offer, and how do users rate the experience? Salesforce Service Cloud offers email/help desk, FAQ/forum, a knowledge base, phone support, 24/7 live rep, and chat. Users often describe support as helpful and responsive, with strong self-service resources, but some report slow replies, unclear resolutions, and a steeper learning curve when issues require technical customization. Answer based on 298 reviews Security ### How does Salesforce Service Cloud handle data security and access control? Salesforce Service Cloud protects data with secure storage, configurable user permissions, two-factor authentication integration, and mobile verification codes for security checks. Reviewers also note strong support for keeping records safe across teams and devices. Some mention frequent password changes, difficult account re-entry, and permission changes that often require IT support. Answer based on 21 reviews ## Who uses Salesforce Service Cloud? Based on Capterra reviews from the past 3 years Talk to a software expert to get a free software list tailored to your business needs ## Pros and Cons Extensive platform customization options 91% positive reviews out of 79 Most users comment customization supports tailored workflows, business-specific configurations, and flexible app development. Anonymous User IT Support Analyst, 1,001 - 5,000 employees. "Our admin has built a tremendous amount of customization into Service Cloud, but has also made it easy for agents to learn and then to thrive on the job." High cost for small businesses 74% negative reviews out of 77 Most reviewers indicate pricing is expensive, especially for startups, with costly add-ons and upgrades. Mohammad O. Director, 11 - 50 employees. "Cons:Cost: Salesforce Service Cloud can be expensive, especially for small businesses or startups that are on a tight budget." Comprehensive organizational tracking tools 95% positive reviews out of 40 Most users report tracking enables efficient case, sales, and client management with real-time visibility. Nicholas B. Analyst, 501 - 1,000 employees. "It allows us as an organization to be more organized when it comes to tracking work orders, clients, and accounts." Frequent glitches and technical errors 63% negative reviews out of 60 Most reviewers find bugs and issues disrupt workflows, with recurring glitches, error messages, and difficult troubleshooting. Anonymous User Digital asset manager, 1 employee. "In fact, the AI implementation felt more buggy than as advertised and tried too hard to solve the issue immediately rather than work with me." Reliable mobile connectivity features 95% positive reviews out of 37 Most reviewers describe mobile access as practical, allowing work from any device and location seamlessly. Shelby G. QA & environmental manager , 51 - 200 employees. "They were able to access quickly with signal via mobile on site." Slow performance and responsiveness 65% negative reviews out of 37 Most users report performance and speed issues, including lag, slow loading, and delays during heavy usage. Paris K. Customer Experience Representative, 5,001 - 10,000 employees. "It gets laggy, disconnects and it can barely respond and also has IP connection issues. But that is pretty much it." ## Features AI summary Based on 5,294 Customer Service reviews Capterra data shows that buyers of Customer Service software rank the following features as their top priorities: - **Support Ticket Management** (**43%** of reviewers rated this feature as critical) - **Call Center Management** (**42%**) - **Multi-Channel Communication** (**39%**) Salesforce Service Cloud supports all three of the features reviewers rate highest: **Support Ticket Management**, **Call Center Management**, and **Multi-Channel Communication**. Together, these capabilities help businesses manage customer issues across channels, coordinate call center operations more effectively, and maintain consistent communication with customers, allowing teams to respond faster and deliver more reliable service. Support Ticket Management 4.5 (89) 57.30% of 89 reviewers that rated this feature as important or highly important Allow customers/users to submit support queries and service requests Call Center Management 4.6 (64) 50.00% of 64 reviewers that rated this feature as important or highly important Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Multi-Channel Communication 4.3 (22) 45.45% of 22 reviewers that rated this feature as important or highly important Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Mobile Access 4.3 (43) 41.86% of 43 reviewers that rated this feature as important or highly important Access software remotely via mobile devices Email Management 4.1 (29) 41.38% of 29 reviewers that rated this feature as important or highly important Manage, store and organize emails within the system or via third-party apps Knowledge Base Management 4.5 (63) 53.97% of 63 reviewers that rated this feature as important or highly important Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Salesforce Service Cloud 221 features ### All Features - Access Controls/Permissions: Define levels of authorization for access to specific files or systems - Accounting Integration: Integrate with a third-party accounting system - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Activity Tracking: Track and document all activities across devices, networks, and other systems - AI Copilot: A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users - Alerts/Escalation: System alerts about the need to escalate an issue or request - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - API: Application programming interface that allows for integration with other systems/databases - Appointment Management: Manage various aspects of appointments including booking, rescheduling, canceling - Approval Process Control: Manage the process of evaluating documents or requests submitted for approval - Asset Lifecycle Management: Manage assets throughout their lifecycle to optimize profit - Asset Tracking: Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle - Assignment Management: Assign issues and tasks based on availability or required skills - Audit Management: Plan, schedule, and execute organization's accounts and assets to ensure compliance with policies and laws - Audit Trail: A record of all activities within the system, including user access, changes made, etc. - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Automated Scheduling: Automatically create schedules based on business needs or employee availability and qualifications - Automatic Call Distribution: Distribute/route/connect calls - Autoresponders: Create and automatically send premade copy in response to customer messages - Availability Management: Monitor and analyze the availability of resources to help plan and streamline the service delivery to clients - Billing & Invoicing: Create, manage, and send invoices or bills to customers - Blended Call Center: A call center that both makes and receives calls - Budgeting/Forecasting: Create budgets based on historical data and future projections - Calendar Management: Track and manage schedules and meetings via an integrated calendar - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Call List Management: Manage and track all past and future calls. - Call Logging: Collects essential call data such as call origin, call destination, call length, and other transaction details - Call Monitoring: Listen to live phone conversations for the purpose of training and assessing agent performance - Call Recording: Record the audio of phone conversations for quality assurance purposes - Call Reporting: Track and report on all incoming and outgoing calls - Call Routing: Sends voice calls to a specific queue based on predetermined criteria - Call Scripting: Provide agents with a typical response for common call subject matter - Call Tracking: Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number - Call Transfer: Transfers live calls to other agents - Callback Scheduling: Schedules callback times - Caller ID: Identify the number and contact information of a caller before answering the phone - Campaign Management: Create a collection of marketing actions to complete specific goals and plan and analyze campaign results - Canned Responses: Shortcuts for inputting frequently used messages - Capacity Management: Monitor service demand and performance to plan for adequate resources that meet business needs - Case Management: Work on a set of tasks related to a particular charge, patient, legal issue or any other complex entity or process - Catalog Management: Create and manage digital catalog of products/services with their details, specifications, and price - Change Management: Track and monitor efficient handling of all changes/transitions - Chat/Messaging: Communicate using direct chat or messages within the system - Chatbot: AI-based platform which conducts a conversation via auditory or textual methods - Client Portal: Private online space that lets businesses securely share documents and provide information access to clients - Code Enforcement: Ensure all properties are adhering to government and legal codes - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Commenting/Notes: Leave comments and notes on documents for others to view - Communication Management: Manage and track all internal and external communication conducted via calls, email, text, or chat - Compliance Management: Track and manage adherence to policies for any service, product, process, or supplier - Computer Telephony Integration: Computer-telephony integration is the use of computers to manage telephone calls - Configurable Workflow: Configure existing workflows to meet your organization's needs - Configuration Management: Identify component attributes like servers, hardware, software, and manage relationships across all services - Contact Database: Centralized database of stakeholders and their contact information such as names, address, phone number etc. - Contact Management: Manage, organize, and store contact information - Content Library: Centralized repository to store content and assets - Content Management: Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving - Contract/License Management: Track, store, and access client contracts or licenses - Corrective and Preventive Actions (CAPA): Investigate and take action at root cause or error in processes to prevent recurring issues - CRM: Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system - Customer Complaint Tracking: Track customer complaints from initiation through resolution - Customer Database: A collection of customer information such as contact details, demographics, previous interactions, etc. - Customer Experience Management: Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. - Customer History: Access previous interactions or concerns to maintain customer relationships - Customer Management: Store and organize information about customers and previous interactions - Customizable Branding: Add customized logos and colors to align with company branding - Customizable Fields: Customize data fields to support various needs and use cases - Customizable Forms: Customize contracts and forms to collect specific information - Customizable Reports: Alter the layout and content of reports - Customizable Templates: Pre-designed layouts that can be customized to match preferences and requirements - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Data Import/Export: Import and export data to and from software applications - Data Visualization: Graphical representation of data - Delivery Tracking: Track item deliveries through dispatch notifications, status and location tracking, and ETA updates - Discussions/Forums: Online forums/groups where users can ask questions, share ideas, best practices, etc. - Dispatch Management: Manage sending personnel and resources to a site as needed - Document Management: Store, manage, and track all electronic documents in a centralized location - Document Storage: Store and organize documents in a centralized system - Drag & Drop: Assemble applications and processes by dragging over and arranging pre-built components - Driver Management: Track all personnel who operate company vehicles - Electronic Signature: Digitally sign online documents - Email Alerts: Receive and/or send email notifications for urgent updates, requests, or other information - Email Management: Manage, store and organize emails within the system or via third-party apps - Email Templates: Pre-made examples and templates for emails - Email Tracking: Track delivered, received, and opened emails - Employee Database: Electronic storage of staff/employee contact information and job status in a centralized repository - Employee Management: Track employee schedules, availability, and performance across projects and tasks - Employee Scheduling: Assign working shifts or tasks to employees based on their availability - Equipment Maintenance: Manage procedures that ensure organizational equipment remains in working condition - Event Logs: A chronological record of actions or occurrences within a network, software, or process - Event Triggered Actions: Predefined actions automatically performed on the occurance of specific events - Feedback Management: Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service - File Management: Create, save, and store files - File Sharing: Public or private sharing of digital files such as documents, audio/video, images, and more - File Storage: Store and access documents, forms, and photos in one centralized place - Fixed Asset Management: Centralized database to track details of fixed assets such as depreciation and maintenance scheduling/history - For Call Centers: Designed for call centers - For Insurance Industry: Intended to be used by insurers - For iPad Devices: Operate/access software on iPad Devices - Forms Management: Store, manage and track all forms in a centralized location - Fuel Tracking: Monitor and track fuel consumption and costs - Full Text Search: Search for specific words or phrases within a document or database - Geotargeting: Geographic location of visitors determines behavior of the software - GPS: System to support the positioning, navigation, and timing (PNT) measurements of an object or individual - Help Desk Management: Managing service requests, incidents, IT issues & support with a ticketing system - Historical Reporting: Information, data and reports that are being tracked over time - Inbound Call Center: A call center that primarily receives calls, typically customer service focused - Incident Management: Manage and track all disruptions and incidents - Incident Reporting: Report and update incidents related to health or workplace injuries that occur on a job or en route to a job site - Inspection Management: Track and manage inspections for worksites, vehicles, and/or equipment to remain compliant with industry standards - Interaction Tracking: Track interaction history by documenting conversations for contacts - Inventory Control: Monitor product stock levels - Inventory Management: Track and manage inventory levels to maintain proper supply - Investigation Management: Oversee people and resources to carry out an investigation - Issue Management: Identify and respond to unexpected problems or failures (ie. "negative events") - Issue Tracking: Record and follow the progress of every issue - IT Asset Management: Managing inventories and tracking changes to hardware and software configurations - IT Incident Management: Manage incidents related to outages or breaches in functionality of IT systems - IVR: Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response - Job Costing: Calculate total itemized costs, including initial costs and any changes - Job Management: Manage and track all job information and associated tasks - Job Scheduling: Planning and managing the execution of tasks or jobs within a computer system, network, or other automated environments - Job Tracking: Track and visualize the status of an ongoing job and the time spent on tasks or projects - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Knowledge Management: Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills - Labor Forecasting: Predict labor requirements based on past and present data/trends - Lead Distribution: Route and distribute your leads to third party buyers - Lead Management: Store information about leads or contacts and track, manage and nurture them throughout the sales process - Live Chat: Ability to chat online in real time - Live Driver Tracking: Track driver locations on a map in real time - Location Tracking: Identify the physical location of an individual, asset, device, etc. - Macros/Templated Responses: Templated responses for responding quickly to recurring support requests - Maintenance Scheduling: Schedule predetermined or ad hoc maintenance services and labor requests - Manual Dialer: Agents choose who to call and when - Mobile Access: Access software remotely via mobile devices - Mobile App: Access the system via a mobile application - Monitoring: Observe and track the demand, usage, progress or quality of a system, product, or user - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Multi-Channel Management: Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels - Multi-Language: Manage and support multiple languages - Multi-Location: Manage and support multiple locations - Offline Form: Form to collect visitor contact information when live chat isn't available - Online Time Clock: Track/log the amount of time employees worked per job using a timer - Order Management: Manage and track customer orders for goods, investments, or any other purchases - Order Tracking: Track orders throughout the fulfillment process - Outbound Call Center: A call center that primarily makes calls, typically sales focused - Payment Collection in the Field: Swipe a credit card or manually process payments while with the customer in the field - Performance Management: Organize and manage the accomplishments and development of employees or performance of applications or systems - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Permit Issuance: Issuance of valid permits to initiate projects or tasks - Predictive Dialer: System calls multiple numbers at once and connects the agent to the first number that answers - Prioritization: Arrange tasks based on the level of priority or urgency - Proactive Chat: Copy on the page or chat window encouraging the user to engage with the chat option - Problem Management: Identify and solve underlying cause of incident(s), and prevent future incidents from occurring - Progressive Dialer: Type of outbound calling system that automatically dials a list of phone numbers and connects agents with answered calls - Project Management: Plan and coordinate all the resources, costs and time needed to execute assignments - Purchasing & Receiving: Workflows that help acquire inventory, issue purchase orders and receive and store items in required quantity - Quality Assurance: Systematic evaluation of various aspects of a project or service to prevent defects or issues - Queue Management: Monitor wait time and abandonment for incoming requests that have not been routed - QuickBooks Integration: Integrates with QuickBooks - Quotes/Estimates: Generate quotes or estimates for customers - Real-Time Analytics: Analyze and gain insights into data in real-time - Real-Time Chat: Engage in direct, instant messaging with customers, users, etc. - Real-time Consumer-facing Chat: Engage in direct, instant messaging with consumers - Real-Time Data: Receive data and information in real time - Real-Time Monitoring: Active monitoring of systems, applications, or networks - Real-Time Notifications: Notifications that are delivered to users as soon as an event occurs - Real-Time Reporting: Active reporting of data and metrics - Real-Time Updates: Receive system updates as soon as any changes are made - Records Management: Ability to record, store, update, and retrieve information - Release Management: Planning, scheduling, and overseeing the release of software or system changes into a live or production environment - Reminders: Timed notification for any upcoming task, deadline, appointment, or activity - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Resource Allocation: Assign available resources to various projects and tasks - Risk Alerts: Notifying as a warning or reminder of a potential or imminent hazard - Risk Analysis: Analyze potential risks across the organization - Risk Assessment: Initiate collection and analysis of known risks - Route Optimization: Finding the most optimal routes for drivers based on various factors and constraints - Routing: Plan daily routes to optimize employee scheduling and provide directions - Safety Incident Management: Track, report on and implement actions pertaining to physical safety at the workplace - Sales Pipeline Management: Pipeline view and tracking lead status - Scheduling: Plan availability and assign specific time slots for tasks and resources - Screen Sharing: Digitally share screen view with others - Search: Search and/or filter for items using names, keywords, descriptions, tags, metadata, etc. - Search/Filter: Search and filter data across systems to locate required information by entering keywords or certain criteria - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Service Catalog: Database containing accurate and up-to-date information on all operational services - Service History: Track work performed and resources used for past customers, sites, or assets - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - Service Request Management: Assign, track and manage customers' service requests such as service enquiry, feedback/complaints and more - Shipping Management: Manage and track orders being shipped to customers - Single Sign On: Allow users to access multiple services after entering their login credentials once - SMS Messaging: Send messages via SMS - Social Media Integration: Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. - Social Media Monitoring: Track activity on sites such as Facebook, Twitter, Instagram, etc. - Status Tracking: Track the status over time for a request, process, asset, or transaction - Support Ticket Management: Allow customers/users to submit support queries and service requests - Support Ticket Tracking: Track the status of support tickets/escalations as they move through the service queue - Survey/Poll Management: Create and administer polls and surveys - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Tagging: Attach digital tags to documents and assets for identification, search, or monitoring purposes - Task Management: Create, manage and track all task activities and progression - Taxation & Assessment: Determining value of properties/purchases to calculate tax - Technician Management: Oversee technicians and track their assigned work orders - Templates: Sample files or documents that could be customized as needed or used as is - Territory Management: Organize customer data and accounts by user or geography - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues - Time & Attendance: Track and manage employee's work hours to improve payroll accuracy - Time Tracking: Measure and track time including hours worked and paid time off (PTO) - Transcripts/Chat History: View messages sent by both parties during the chat conversation - Transfers/Routing: Transfer queries and organize messages between agents - Transportation Management: Organize and track the physical movement of goods from one location to another - Utility Billing: Measure, collect and manage the billing for utility usage including water, electricity, gas, sewage and more - Website Integration: Seamlessly integrates with 3rd party websites - Widgets: An extended application or connector that enables users to perform additional services with their current set of tools - Work Order Creation: Create a new work order - Work Order Management: Creating, assign, and track jobs and/or tasks for work orders - Workflow Management: Create, design and manage workflows for repetitive tasks - Workforce Management: A set of processes to optimize the productivity of its employees --- Get Advice We can help you find the software with the features you need. Features 4.4 (803) 4.4 Based on 803 reviews ## Pricing Value for money 4.2 (590) Free Trial Free Version [View pricing plan details](https://www.capterra.com/p/136189/Salesforce/pricing/) Starter Suite $25.00 Per User,Per Month It includes: - Case Management - Customizable Reports & Dashboards - Knowledge Base - Dynamic Email Marketing & Analytics - Out-of-the-box Sales Processes - Simplified Storefront Builder Pro Suite $100.00 Per User,Per Month It includes: - Case Swarming - Computer Telephony Integration (CTI) - Omni-Channel Case Routing - Real-Time Chat - Customization and Automation - Sales Quoting and Forecasting - Access to AppExchange Enterprise $175.00 Per User,Per Month It includes: - AI for Customer Service - Self-Service Help Center - Workflow Automation - Work Order Management - Asset Management and Product Tracking - Advanced Reporting Features Unlimited $350.00 Per User,Per Month It includes: - 24/7/365 support - AI-powered Chatbots - Chat Agentforce 1 Service $550.00 Per User,Per Month It includes: - Everything in Unlimited plus Digital Channels, Service Intelligence, and Slack - Data Cloud - Einstein Copilot (Beta) powered by generative AI Value for money 4.2 (590) 4.2 Based on 590 reviews ## Integrations [ Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[ Talkdesk](https://www.capterra.com/p/132852/Talkdesk/)[ NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)[ Salesforce Marketing Cloud](https://www.capterra.com/p/248536/Salesforce-Marketing-Cloud/)[ Five9](https://www.capterra.com/p/132405/Five9/)[ Salesforce Platform](https://www.capterra.com/p/268338/App-Cloud/)[ Salesforce Starter](https://www.capterra.com/p/227088/Salesforce-Starter/)[ Quip](https://www.capterra.com/p/151651/Quip/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.3 (628) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.3 (628) 4.3 Based on 628 reviews ## User reviews Overall rating 4.5 Based on 825 reviews Filter by rating 5(468) 4(281) 3(59) 2(14) 1(3) Mentioned topic Sorted by most recent SK Shraddha K. Technical Information Services ### "Improve your CRM experience and customer relations better with Salesforce" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 June 22, 2026 The overall experience about salesforce is great as it helps in managing CRM. It allows team to access customer data. Also, we can use AI tools easily from IOS to Android. Its easier to review the information via dashboards. Pros Salesforce is the great application for getting overall experience in CRM. It helps in maintaining the data logs, time entries. Its easier to check the sales pipeline. It helps in social media marketing. Cons The only cons which affected me is its pricing, its bit costly. If the cost might have been bit low then it would have no cons i guess. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. VJ Vershley J. IT Consultant Computer & Network Security ### "One of the best, if you have the money." 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 8/10 June 7, 2026 Very good service system for big enterprises specially if they have the money to afford the interesting features. Nevertheless it's one of the biggest players in this category. Pros Very simple to set up, even creating a new fields does not require much technical experience. Most of the configurations can be done via configurations super fast. Cons Has a lot of features but each time require additional licenses to activate them. Like knowledge base has a very basic feature but if you want more this is were you need to pay additional fees. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reasons for choosing Salesforce Service Cloud We already had Salesforce sales cloud, we wanted one platform to have everything. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. PF Ping F. Operations Analyst Oil & Energy ### "Great Platform" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 3.0 3.0 Likelihood to Recommend 9/10 April 24, 2026 It is still a good platform and provides not only CRM but also operations. It also allows tailor made functions to suit individual needs Pros It is really getting better and help a lot to consolidate all documents in one platform. And it is pretty reliable as well! Cons It does not allow multiple uploads at once on the cloud platform, and the download selection is not the most convenient way to navigate. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Hayden R. Graphic Designer Computer Software ### "The number 1 CRM platform" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 April 18, 2026 A great positive experience with Salesforce. It's power to integrate with other platforms makes understanding customers needs through the site a breeze. The value for money is questionable but the security and need for the site makes it understandable. Pros It's a great CRM for a teams to use as you are able to keep up to date all customer information and able to update where applicable. Te software contains very little bugs and runs instantly. Cons The layout was the biggest constraint for me, it takes some time to get to understand the site and know where everything is. Although this can be copnsidered a positive when understood as you realise how many tools and filters the site has. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AN Anonymous User Salesforce Administrator Food Production ### "Best Service Tool on the market. " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 April 16, 2026 Overall, it has been the best service tool I have ever used. While having extensive experience in Salesforce, I found it quite easy to configure. It was primarily used for a ticketing system with metrics, notifications, and dashboards to report on all seamlessly. Pros Insanely powerful Service tool. Between the chat functionality, call management, security, use cases for small to large businesses, and its high level of customizability...it's hard to beat this. While it does come at a premium cost, the sky is the limit with what it can do. Cons If you are not well versed in Salesforce administration, this tool can be overwhelming to jump into. It is a separate component from Sales/Commerce cloud, but integrates beautifully. It just takes some high level work to create the perfect package. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Already was a Salesforce shop. It made sense to bring everything under one roof. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Samuele R. CEO Program Development ### "Cloud veloce e semplice da utilizzare" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 April 14, 2026 Ho usato Salesforce Service Cloud per diverso tempo, e sono sempre stato soddisfatto del servizio. Le informazioni sui pagamenti e i costi erano chiare e limpide. Pros I servizi cloud di SalesForce mi hanno soddisfatto perché il lancio dei miei applicativi e l'integrazione con GitHub è semplice e veloce. Cons Purtroppo, in confronto ad altri servizi cloud, risulta essere meno flessibile e più limitato verso funzioni specifiche. Alternatives considered [Microsoft Azure](https://www.capterra.com/p/16365/Azure/) [OVHcloud](https://www.capterra.com/p/229589/OVHcloud/) Reasons for choosing Salesforce Service Cloud Era più semplice e meno costoso, rendendo il lancio dei miei prodotti più efficiente e ottimizzato. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AN Anonymous User Admin Assistant Entertainment ### "Salesforce is great!" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 7/10 April 6, 2026 Overall, the experience has been great besides the few inconveniences we had at the beginning. But those have been taken care of. Pros It is reliable and able to store a vast amount of information for high volume of patients and offers great scheduling feature. Cons The complexity of Salesforce Service Cloud can be overwhelming for new users, requiring a steep learning curve Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AN Anonymous User Digital Marketing Marketing and Advertising ### "Complex UI, but comprehensive functionality" 5.0 Overall Rating 5.0 5.0 Ease of Use 3.0 3.0 Features 5.0 5.0 Customer Service 0.0 0.0 Likelihood to Recommend 8/10 April 2, 2026 Accomplishes everything we need for our business all in one platform. Our team did have to go through training to learn how to use, but most can use with no issues now. Pros Comprehensive functionality including ai-tools, chatbot, lead management and integrated CRM. Robust all-in-one platform. Cons Requires extensive training to be proficient, steep learning curve and complex platform for new users. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AN Anonymous User Salesforce Consultant Pharmaceuticals ### "Salesforce is the best for a reason. " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 April 1, 2026 Overall, good experience. It is something I would recommend if you can justify the cost of salesforce. It can make things a lot easier. Pros Service cloud was super helpful for out customer support. We were a super small business just getting started and I got this all setup for us. We started in starter and ended up using this heavily. It's super easy to setup especially if you have even a little Salesforce experience. I had quite a bit so it was cake. Cons Not many cons here. I think you just need to realize what you need and why. It can be kind of expensive so really think about what you neeeeeed vs what you want. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Harshul S. Sr Tech support Specialist for Network Operations Information Technology and Services ### "Great for support team but takes time to learn" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 March 31, 2026 Overall my experience has been good. It’s is a strong tool for managing customer support and the keeping everything organized. Once you get used to the system, it’s smooth and helps speed up the work. It reduced a lot of manual tasks for us and it made it easier to track customers issues. There are a few things that take time to learn, but after that it works well day to day. It’s not perfect but it’s is very reliable and definitely helps with the support work. Pros The best thing for me is how everything is in one place. Tickets, calls, customer history, all of it shows up right away so you don’t waste time searching. The automation helps lot too, like routing cases or sending updates without me doing manually. The interface clean once you learn it, and it easy to track customer issues from start - finish. It also integrates well with other tools, which saves a lot of time. Cons The biggest downside is the learning curve. It takes really a while to understand where everything is and how the workflows actually work. Some settings are so deep and you have to click around too much. It can feel slow a t times when switching between tabs. Also the customization is powerful but kinda overwhelming if you not used to Salesforce. And the pricing can get high if you need extra features.one thing I dislike more then anything is that it doesnt auto refresh so if there is an update on case you might miss it Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. 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