# Page 13 | Salesforce Service Cloud Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 13 - 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 13 - Reviews of Salesforce Service Cloud ## Showing most helpful reviews Showing 301-325 of 816 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Entrepreneur Retail Used the software for: 2+ years ### "Easy to use" December 2, 2018 5.0 I had an awesome experience.no one teach me to work on it.everything is very clear and easy to understand. Pros I worked on sales force and I found it user friendly and detailed. Cons nothing specific I hate with this software. Review Source VR Verified Reviewer Managing Director, Strategic Accounts Human Resources Used the software for: 2+ years ### "Salesforce" November 19, 2018 4.0 Awesome product, more pro's than con's Pros Easy for tracking activity, campaigns, and to do's Cons Too much at times, and doesn't work best for large account with multiple contacts and flow chart of hierarchy Review Source Joe S. Customer Success Manager Computer Software Used the software for: 1-2 years ### "Best CRM out there" December 16, 2018 5.0 Pros Salesforce is the best place to store important customer information and make sure that it's accessible. It also has a virtually limitless app store that will add almost every kind of functionality you could ask for. Cons The system takes a lot of time and commitment to get up and running. Lightning isn't super intuitive when compared to Classic. Review Source TH Tenley H. Data migration contractor Entertainment Used the software for: 1-2 years ### "Great organizing tool" August 25, 2021 5.0 Pros I like how easy it is to use Salesforce and how nicely organized everything is once the information is entered in Cons It can be a little tedious to set up, however I don't have any suggested ways of how that could be better. Anytime you start a new system is going to be a little bit of TDS work Review Source Jesse M. Technology Systems & Data Analytics Consultant Management Consulting Used the software for: 1-2 years ### "Anything is Possible... Be prepared for a potentially long implementation" December 5, 2018 5.0 Good as a whole. But painful implementation. Pros What is possible The number of developers you can find that know salesforce Cons Complexity There are many different ways to do something. Deciding what the best way can be challenging. Leads - For a B2B company salesforce handling of leads is terrible. If you are a B2C company you want have any issues. Review Source VR Verified Reviewer IoT Ecosystem Director Consumer Electronics Used the software for: 6-12 months ### "Complete solution for after-sales service management" February 11, 2021 5.0 It is ideal for stable, time-tested customer-facing workflows that can benefit the most from automation. Pros Salesforce is a powerful swiss army knife, with plenty of features and capabilities to cover a multitude of use cases. We use it to track interactions with customers reaching out to our After Sales Service division, and it works very well from the small scale to the macro-organization level. Cons Despite the interface being intuitive for end users, there is a pretty steep learning curve in setting the system up to fit our needs and processes, which we achieved through a third-party system integrator. For the same reason, changing a configuration or adjusting to a new process takes time and effort. Review Source VR Verified Reviewer Salesforce Administrator Insurance Used the software for: 2+ years ### "Salesforce Review" October 5, 2018 5.0 I love Salesforce, it's a great sales enablement tool. Pros I loved all of the functionality , and the customization. Cons More functionality comes with coding. Need to learn that before you can do more Review Source VR Verified Reviewer German Language Support Marketing and Advertising Used the software for: 6-12 months ### "Great for managing B2B Support" September 10, 2022 5.0 Pros The bug marketing function was brilliant, as it allowed us to categorize bugs and issues and have all related tickets in one place. The switching from chat to a ticket is also very smooth when a ticket needs escalating or managing post chat. Cons The casual major outages that cause chats to shut down and the whole system to be unusable Review Source YY Yaseen Y. Softwate Engineer Information Technology and Services Used the software for: 2+ years ### "Salesforce Service Cloud is a champion in agent experience management and customer support journey" January 17, 2022 4.0 Pros It is very customizable tool for all the important businesses area to support customers, it can be integrated with call center, live chat, social media and all other area to connect companies with their own customers. Cons it is sometimes glitchy and the customer services for it a little bit slow, also integrate whatsapp to is so slow. Review Source AC Aurora C. customer advisor Internet Used the software for: 6-12 months ### "Un CRM veloce e pratico per la gestione di ticket" February 27, 2023 5.0 Nel complesso è un ottimo software CRM, certamente il migliore che abbia usato nel mio lavoro. Pros L'aspetto più importante di Salesforce è sicuramente l'interfaccia visiva e la facilità d'uso. Lavoro ogni giorno con Salesforce ed è un software prezioso per gestire i ticket legati alle chiamate in entrata. Ultimo pregio, ma non per importanza, la rapidità nella risposta ai comandi, che lo rende un software davvero veloce ed affidabile. Cons Sicuramente l'interfaccia è molto semplice e chiara, ma alcuni aspetti potrebbero essere migliorati, in quanto a volte si ha un po' di difficoltà nello scovare alcune funzioni ricercate. Review Source VR Verified Reviewer Executive Director Used the software for: 2+ years ### "Used as a CRM for student retention efforts" April 20, 2018 3.0 This tool has been really hard to work with and configure, but it's the only game in town so it's hard to change away. Pros The ability to create new triggers and action items is easy. There needs to be a far better workflow management around it for managers to approve things, but if everyone is autonomous in the organization without accountability, this would be fine. Cons The software overall is quite difficult to implement and to organize. It's a really difficult experience for new users - only power users seem to enjoy the system and find it easy. Review Source VR Verified Reviewer Founder and Chief Executive Officer Mechanical or Industrial Engineering Used the software for: Less than 6 months ### "Sometimes, Widely Used and Common is good" October 24, 2018 4.0 Pros Go with Salesforce Essential if you're from the Startup and/or SME sector. We've saved heaps of hours on configuration with Essential that works right out of the box (very minimal config required). - Especially love the workflow from Opportunity to Closure of Sales. Straightforward and no-nonsense - Added Bonus of having a very clean interface with Salesforce Lightning experience - Web to Lead forms allow for embed of contact forms on a website, streamlining and centralising CRM rather than having two separate entry points. Cons If you're gunning for Salesforce Professional (maybe because you'd need a more customised workflow than what Salesforce Essential can offer), the complexity scales up pretty high and more often than not you'd see yourself looking for a Salesforce Partner to help with configurations and development. Review Source VR Verified Reviewer Center Coordinator Education Management Used the software for: 1-2 years ### "All-Inclusive Platform" April 4, 2019 5.0 It's a great sales tool that is all-inclusive. Pros I like Salesforce because we can keep track of our finances, create reports, and be informed of new sales opportunities. It also lets you add notes from previous clients which is useful for future sales. Cons We've had issues with customer service in the past. I think this is improving now though. Review Source VR Verified Reviewer Software Development Engineer Program Development Used the software for: I used a free trial ### "Tienes que probarlo definitivamente" July 25, 2023 5.0 Pros Encontré todo lo que estaba necesitando en un espacio integrado Cons Tal vez la capacitación inicial para acostumbrarse a la herramienta Review Source VR Verified Reviewer Marketing Manager Building Materials Used the software for: 1-2 years ### "User friendly software for all departments" April 24, 2018 5.0 Communication, data, efficiency. Pros I enjoy the chatter feature. It keeps our teams connected when we are all over the country! We've improved our communication and collaboration vastly over the last several months. Cons Building reports can be challenging since I am not an expert at that but when they are created they're very useful! Review Source TH Trevor H. Logistics Sales Representative Logistics and Supply Chain Used the software for: Less than 6 months ### "Had to back out from using this product." June 1, 2023 3.0 I have heard good things about it, but if we are going to spend what it takes to have these features, we expect to have an accessible support team to get it up and running to our required specifications. We did not have that experience and hence had to back out of our signing with Salesforce. Pros Didn't really get a chance to use it. Once we purchased the tech, we ran into some issues and the support and IT teams seemed to abandon us. Cons Ran into some early operational issues, which I assume are easily remedied, but we never got the chance because the support team seemed to not want to help at all so we backed out of our purchase of this product. Review Source KT Krystal T. Property Manager Hospitality Used the software for: 1-2 years ### "Flamingo Zone" September 15, 2022 5.0 one stop shop meets all of our property management needs Pros our hub is called the flamingo zone. We really enjoy this program as we can share files chat review so many things the possibilities seem endless. This is really a one stop shop Cons nothing we truly enjoy the many things we could do Review Source VR Verified Reviewer Director of Sales Information Technology and Services Used the software for: 1-2 years ### "Best CRM for serious businesses " December 14, 2018 5.0 Salesforce has been the most important software we have implemented. Pros The best thing about Salesforce is the ability to customize the platform to work with our business. You can also integrate all your other softwares to Salesforce. Cons The only con is that it takes time to set-up correctly but will allow you to scale and grow. Review Source VR Verified Reviewer Manger of Customer Success/Support Logistics and Supply Chain Used the software for: 1-2 years ### "Not ideal for our business" December 8, 2019 3.0 Being used as a tool to manage and store customer support case information Pros The software made it possible for us to organize our support cases as they came in to our team email inboxes. Cons Whenever an email was sent on the same thread a duplicate case was created. Lots of time is spent manually trying to merge cases together. Review Source GG Gail G. COVID-19 Case Investigator Higher Education Used the software for: 2+ years ### "Salesforce Review" November 23, 2021 5.0 Pros Salesforce 8s a great tool for CallCenter Management. Cons Salesforce is pretty ease to use. I don't have complaints. Review Source AH April H. Marketing and Events Coordinator Non-Profit Organization Management Used the software for: 6-12 months ### "Salesforce requires extensive training but is a very powerful tool." January 4, 2019 4.0 Pros The basic features are easy to navigate and conveniently store mass amounts of information. We are a medium sized non-profit using the software to manage our donors, clients and contacts. While the software has capabilities far beyond our needs, it offers us the option of one tool for tracking a variety of aspects of our organization. Cons The software is so specific in its data entry that it is frustrating when small mistakes impact the data. Things as simple as making sure all addresses are consistent in spelling out the street type versus abbreviating can skew the reports. In order to use the software effectively, it requires extensive training that isn't easily taught to other coworkers. For an organization of our size, it becomes cumbersome to keep up with training employees on the software while maintaining workplace efficiency. Review Source VR Verified Reviewer multi channel sales associate Retail Used the software for: 2+ years ### "welp" January 2, 2019 5.0 Pros good program. easy to use and great use to solve problems and make amazing sales. Cons pricing is my only beef because they need more affordable options. Review Source KS Kyle S. Telecomms Engineer Telecommunications Used the software for: 1-2 years ### "Top tier platform" April 6, 2023 5.0 productivity of this platform is off the charts, all users are able to access an abundance of information right at their finger tips Pros the layout is key when using this platform. very easy to navigate through the tabs. great for storing business details Cons after using this platform for the past 2 years i can honestly say there is not a single function i could criticise Review Source VR Verified Reviewer Owner Non-Profit Organization Management Used the software for: 1-2 years ### "I'm so organized..." December 5, 2018 5.0 I love it! Pros I love that we are able to keep all our organizations and people organized. I absolutely love the campaigns to keep groups organized. Cons The only thing I do not care for is how to edit the fields in the record. There are way too many steps and too much frustration to get one thing added. Review Source JH Jim H. Sales Operations Manager Computer Software Used the software for: 2+ years ### "#1 CRM for concise data, reporting, and analytics for a growing business" July 6, 2022 5.0 Pros The ability to manage the entire database of prospects, customers, and house the entirety of historical data all in one system. Being able to integrate with a multitude of other platforms and managed packages through the app exchange. Cons Limitations in reporting at times and constant updates and new rollouts that slow down workflow and create the need for team trainings. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.