# Page 11 | Salesforce Service Cloud Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 11 - Is Salesforce Service Cloud the right Field Service Management solution for you? Explore 816 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 (816) 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 March 13th, 2026 # Page 11 - Reviews of Salesforce Service Cloud ## Showing most helpful reviews Showing 251-275 of 816 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Business Relations Internet Used the software for: 1-2 years ### "SFDC is great in terms of creating prospect reports and tracking down communication activities" June 7, 2018 5.0 Prospecting and sales cycle statuses, communication with internal departments and building prospecting workflows. Pros Reports, types of filters, integration with Box and Yesware - helps me track where my salescycles and prospecting status. Cons I'd love to see more integration capabilities (Outreach.io) with other prospecting and communication tools, and sometime report creation on campaign, leads and contacts can be a bit complicated. Duplication removals can be a bit too manual to manage, wish this could be automated. Review Source MS Mahara S. TL - Inside sales E-Learning Used the software for: 1-2 years ### "Can Service like AI bot " September 22, 2022 4.0 We can use Salesforce Service Cloud for Support Ticket Management, Calling, ​Real-time Consumer-facing Chat and Call Monitoring . All are accessed in a single window. Pros Ticket Management is way simple. ​Support Ticket Management of different team in a single window. ​Call Recording are stored for future reference. ​Real-time Consumer-facing Chat works just like AI bot. ​Call Monitoring can be done. ​Computer Telephony Integration is in high level. Cons Need agents support while we close the ticket when the issues is fixed. Some rare cases AI responds very slow. Review Source VR Verified Reviewer Manager/Buyer Retail Used the software for: 2+ years ### "Leads Organized" October 18, 2018 4.0 Overall Saleforce has been a great addition to our sales team. I like the ability to see closure rates and compare organic leads to purchase vs generated or sourced leads to purchase. Again if it were easier for me to distribute these leads to coworkers without have to email them outside of Salesforce that would make it so much easier. Maybe they have this as a feature and I just haven't been able to set it up yet, or I don't have the "status" to set up this feature. Pros Salesforce makes it easy to track leads. The ability to store and edit information about a lead is great, and it's easy to change a lead status from contacted to purchased. Cons I wish they had a way to create an admin function that would allow for the admin to send coworkers leads but still be able to track of them to ensure they are being contacted. Review Source EP Elisa P. IT CRM Solutions Analyst Apparel & Fashion Used the software for: 1-2 years ### "Salesforce il futuro" February 5, 2023 5.0 Pros Salesforce è il crm numero 1 al mondo e la sua facilità d’uso lo rende unico Cons Andrebbe migliorato il support, molto spesso non ci sono le competenze adatte per risolvere casistiche apparentemente semplici Review Source SM Simon M. Developer Marketing and Advertising Used the software for: 2+ years ### "A Great CRM Tool" August 20, 2021 3.0 I’m a software developer. Pros The out of the box features in Salesforce are super great to get you going as quickly as possible especially for an org operating a smaller scale. You can setup a process builder in a matter of minutes and it’s all drag an drop which is really cool. Cons As the org expands a gets bigger the need to customize the functionality of some features arises. This can be time consuming and you will need to hire a developer to do that. So, it can be expensive. Reason for choosing Salesforce Service Cloud There were no known CRM alternatives. Review Source Immanuel J. Sr Salesforce Developer Financial Services Used the software for: 2+ years ### "Great CRM" November 27, 2018 5.0 Pros The platform offers lot of out of the box features that can be tailored to the requirements with no complex development. The platform also enables companies to build great custom apps Cons Tons of governor limits. Every resource is limited and you have to be very cautious about the solution that you are building. Review Source VR Verified Reviewer Chief Technology Officer / Head of Product Used the software for: 2+ years ### "All the bells and whistles. They're just rusty." July 13, 2018 2.0 Pros \- Fully featured, for the most part if you want to do it you can do it. You'll need to code it though Cons \- A very complex solution that can fail quite quickly from over engineering on the solution implementation side. - The high cost of SF is not from just the licences (which are quite high for what you need to run a true sales organisation) It's also the cost to hire and maintain dedicated resources to manage this CRM - Integration is costly and not as straight forward as some other CRMs - Although Lightning is bright and shiny the migration path is hard if using plugins and customisations that do not support lightning - Quite slow in Australia Review Source Nicole A. Independent Information Technology Consultant Telecommunications Used the software for: 2+ years ### "SFDC limits" January 7, 2019 5.0 truly like the different ways can strategically look at territories. The options to run reports the way you want to focus on your accounts Pros the amount of information and data it can store. the search functionality allows you to find your information with many different options Cons how much space and bandwidth it can require to run properly Review Source Dave K. CEO Telecommunications Used the software for: Less than 6 months ### "Great Software Horrible Sales Rep & Management" February 8, 2023 2.0 Horrible Pros I love the features and the automations. The software is great and would do wonders for us. Cons Our sales rep doesn't know what to do after we signed the contract. It's been 10 days, and they still haven't been able to activate our trial to a paid membership, nor can they put it on the correct plan. Switched from [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) The features offered by Salesforce Review Source Sheryl S. Lead Generation Specialist Real Estate Used the software for: Less than 6 months ### "Salesforce Service Cloud offers powerful CRM but get ready for a steep learning curve" June 19, 2022 4.0 I've been using it for over 6 months and in my experience, Salesforce is a great platform but not everything is perfect. The platform is complex so I highly recommend finding a good implementation partner. Pros We use it in my firm, and Salesforce Service Cloud for Realtors offers amazing options for customer service and support. It has helped me become a more productive agent and better understand every client. Because it's cloud-based, I can access my platform on any device. It also has a responsive mobile version that I like. Cons I can create personalized and automated messages but the process isn't very intuitive. Also, there are tons of small features that are missing. Sales and Service cloud are expensive so one should assess business needs and carefully consider the cost. Switched from [LionDesk](https://www.capterra.com/p/151891/LionDesk/) Budget and scalability Review Source Dana H. Youth Orchestra Administrator Music Used the software for: 6-12 months ### "Powerful, Useful Software" October 4, 2019 5.0 We use Salesforce Service Cloud to track individuals as they interact with our organization, which enables us to proactively engage them on a personal level. Pros This software has so much functionality. The ability to create profiles for each unique individual that passed through my organization, and track their involvement is critical to my organization's ability to grow. We couldn't function without this software! Cons Though it's powerful, learning how to apply its features can be time consuming. I was a regular guest in my supervisor's office for my first few months on the job, just learning how to use this software to manage my contacts. Review Source Jon G. Salesforce Administrator U.S. Consumer Markets Technology & Business Enablement Insurance Used the software for: 2+ years ### "Simply the best" October 4, 2018 5.0 Pros Coming from trying to service our users with Mantis, ServiceCenter, JIRA, Remedy, EMAIL - Salesforce integration with Service Butt takes the cake. Easy to setup and easy to get metrics out of. Cons To truly get all the features you need to spend more $$ vs your initial butt.....but that is about it. Review Source VR Verified Reviewer Director of Sales Used the software for: 2+ years ### "SalesForce is a great tool and lots of people use it." June 7, 2018 4.0 Pros I love the data tracking and the integration with many other software products. I also like the ability to add custom fields and report on those fields. Cons The UI is just horrible, the new lightning is even worse and the ability to easily manage and or make reports is only for the advanced user. Review Source VR Verified Reviewer Product director Retail Used the software for: Less than 6 months ### "Many features and ability- but required long time to study " January 13, 2024 3.0 Pros It was very easy to use many for contact management in addition to plug-ins that existing Cons Reporting and use plug-ins or customise. The experience was much more difficult. Review Source VR Verified Reviewer Account Manager-Manufacturing Business Supplies and Equipment Used the software for: 2+ years ### "Salesforce.com Service Cloud Review" January 2, 2019 2.0 Pros I can update my sales numbers, the lighting dashboard is easy to use Cons The ap and the desktop interface are not similar at all. You can’t use all the functions on the ap, so I still have to drag my laptop around with me. It’s a picky ap that works maybe half the time, when I need it to. Review Source mR maurizio R. ASSICURATORE Insurance Used the software for: 2+ years ### "Molto funzionale" February 20, 2023 4.0 Nel complesso è un ottimo strumento di lavoro Pros Il programma ha una pluralità di funzioni molto ampia che permette di pianificare le attività, estrapolare report, pianificare le chiamate, tutte funzioni che permetto di agevolare lo svolgimento del lavoro e la pianificazione aziendale. Cons Il processo di identificazione è particolarmente farraginoso Reason for choosing Salesforce Service Cloud Il software è obbligatorio per l'utilizzo delle piattaforme di alcune compagnie assicurative Review Source VR Verified Reviewer Desktop Engineer Hospital & Health Care Used the software for: 1-2 years ### " Not so much " August 21, 2018 3.0 If our business fit into the templates that were already set up then it would have worked perfectly, I think since it was used by our sales people then they tried to make it work for the service desk also Pros Once I got past the bulk of the program and learn the ends and outs of it,it got easier to navigate. As the service desk lead we had a lot of tweak and suggestions but they were mostly unresponded to Cons Enter the ticket went well if there was a category that was set up in the system Review Source VR Verified Reviewer International Member Services Transportation/Trucking/Railroad Used the software for: 2+ years ### "A necessity." November 12, 2018 5.0 Pros We use Salesforce every single day - it is the lifeblood of our internal actions and almost everything that we do, in one way or another, goes through Salesforce. Cons The interface isn't ideal, it could be spruced up a little bit. But at the end of the day, this is a minor complaint. Review Source MS Mayur S. Founder Information Technology and Services Used the software for: 6-12 months ### "Best software for customer management and customer engagement." February 25, 2023 5.0 Pros With the help of this software we can engage more customer and seamless experience of customer management with help of messaging and in video. Cons Till now I can not find any disadvantage in this software. Review Source Manish C. Release Manager-Senior Consultant Information Technology and Services Used the software for: 1-2 years ### "Best CRM Tool" March 31, 2019 4.0 i have pretty much enjoyed working on it as it has made our work easier and has helped to eliminate the extra work that was been done earlier Pros It is easy to be integerated with other tools like Outlook and has helped us to eliminate the work that was done through spreadsheets and outlook and has helped to move it to cloud Cons one of the disadvantage which i find is to be with the pricing as it is on a bit higher side and the downtime is sometimes is very irritating.. Review Source VR Verified Reviewer Mechanical Engineer II Mechanical or Industrial Engineering Used the software for: 2+ years ### "Salesforce is a great central hub to collaborate on field service requests" July 12, 2021 4.0 Pros We used salesforce to collect, sort, track, and assign field service cases for OEM machinery to different engineers in our department. it was very easy to go through the queue and see what needed to be done next. Cons There were a few times when similar data was stored on a lot of similar looking, but different, pages, and I got lost as to which was which. Review Source MD Madhur D. Salesforce Developer Information Technology and Services Used the software for: 1-2 years ### "Salesforce Service Cloud" December 6, 2022 4.0 It's awesome! Highly recommended Pros From the call center to the field service, and chatbot, the Salesforce service cloud is the best way to ensure that you can deliver world-class customer service during on-site interactions. Cons Nothing as such apart from its cost, which is totally worth Review Source Kelsi N. Accounting Project Manager Veterinary Used the software for: 2+ years ### "Expensive & Complicated" June 2, 2022 4.0 I think that there are better softwares out there to do what Salesforce does. I'm sure that there are great features and if we had a better implementation, It might have been great but we have not had buy in to use the product. Pros The system does allow for a lot of customizable options and has a lot of bandwidth to grow. Cons It is a super complicated software. Hard to search and find the things that I want to find. Chat feature is not searchable or sortable in a relevant way. Review Source JB Jennifer B. Executive Assistant Financial Services Used the software for: 6-12 months ### "Everything I need on one page" November 6, 2019 5.0 I love that I can manage our sales team's goals vs. actuals all in one place. I can see exactly where each prospect/opportunity is in the sales process, who the contact is and information about the company all on one screen. With the links that let me get more information about each of those areas, it's a seamless process. Pros I love that, compared to Salesforce Classic, I can see all of the information about the Prospect or Client that I need all on one page. I don't have to go from one page to another Cons It's not like any of the other CRMs that our sales team has used so there was a bit of a training curve for some of them. Reason for choosing Salesforce Service Cloud Salesforce is much more sophisticated, yet easier to use. It has a lot more features and allows the sales team to follow their prospects/opportunities from start to finish very easily. Review Source MK Mohamed K. Senior Software Engineer Computer Software Used the software for: 2+ years ### "Salesforce Service Cloud Review" May 17, 2022 5.0 I have a good experience using this software and I will recommend it to others. Pros One of the most amazing features is that it is easy to be customized to have specific data and has more than one filter to search in the cases and customers. Easy to Create a report for specific criteria. auto log out after a specific idle time. Have More than one View theme to choose from them. Cons Loading Time is taking a bit of time to refresh and load data. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.