# Page 6 | Salesforce Service Cloud Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 6 - Is Salesforce Service Cloud the right Service Dispatch 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 6 - Reviews of Salesforce Service Cloud ## Showing most helpful reviews Showing 126-150 of 824 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use WB Walter B. Impiegato Telecommunications Used the software for: 2+ years ### "Salesforce" January 25, 2023 5.0 Pros Prodotto flessibile e facile da utilizzare. Immediato chiaro e con tutte le informazioni necessarie alla gestione dei clienti. Cons Storico interazioni migliorabile inoltre carente dal lato export e report dei dati Switched from [Siebel CRM](https://www.capterra.com/p/168367/Siebel-Marketing-Resource-Management/) Obsolescenza del vecchio software Review Source MR Maggie R. Client Services Advisor Computer Software Used the software for: 2+ years ### "Good if using Salesforce CRM" May 12, 2023 3.0 It was okay - great for us, terrible for clients. Pros The service cloud + CRM in Salesforce is a great combo to know everything you need to know about a client before contacting them! Cons Even if you are using the CRM, the experience for the client is not great. It's almost like you need to know how to use Salesforce before you can use their service cloud, and most of our clients have never even heard of Salesforce, wildly enough. Review Source VR Verified Reviewer Consultant Education Management Used the software for: 2+ years ### "Robust Application with Collaborative Functionalities" April 18, 2023 5.0 It enabled my team to collaborate and achieve our goals. Pros Being able to house multiple platforms for data management, customer communication, and performance metrics made it easy for me to do my job remotely. Cons The learning curve was quite big, so it took some time and training to get acclimated to all the features I needed to know. Review Source Clyde A. Account Executive Information Technology and Services Used the software for: 2+ years ### "No way around it" December 25, 2021 4.0 Pros Salesforce is your source of truth and the backbone of your companies knowledge, without it you would be just operating off a million spreadsheets so there's no way to even try and live without it Cons it is not intuitive what-so-ever, anytime you try to make a change within Salesforce the odds are you will hit an error and that error wont give you a root cause so you'll have to spend time debugging what went wrong and might even need to call your admin. Also, data freshness is a really hard thing to stay on top of Review Source VR Verified Reviewer Salesforce Administrator Telecommunications Used the software for: 2+ years ### "Does what we need it to" February 11, 2021 4.0 Overall this feature is great and allows us to easily report on and keep track of cases rather than using a typical help desk email feature. Having everything in Salesforce is extremely beneficial. Pros Overall, I like that with Salesforce Service Cloud we can easily set up queues and routing especially if someone is out of the office for a few days it is easy to manage who should own the case in their absense. Cons There are some limitations when it comes to setting alerts or escalations especially with business hours requirements- you can use business hours in escalations/milestone but its very minimal and you cannot choose additional criteria to filter on. It's also necessary if you use service cloud frequently to purchase add ons like Email to Case Premium to make service cloud more user friendly and customizable Review Source HH Heather H. Order Management Automotive Used the software for: 1-2 years ### "Salesforce! Great TOOL All-around!" August 30, 2023 5.0 Using Salesforce every day is great for workflow procedures. The layout look and design are easy to navigate and use. The ease of finding documents is a must when you are trying to get a task done in a timely manner. Pros Salesforce has dome of the greatest admin tool. it is also a good import tool of documents and procedures that are needed for everyday resources and procedures. Cons you cannot use Salesforce on the mobile app to merge duplicate documents. This would be great as an on-the-go task. Convenience is a great thing when it is at your fingertips! Other than that, I can't think of anything at the moment, but with all implements, there is always room for improvement! Review Source Brie R. Technical Merchant Services Financial Services Used the software for: 1-2 years ### "Customer Support Tool" December 21, 2018 3.0 Pros Salesforce is very expansive and can be a powerful tool if it is setup correctly. The resources required (time and money) for the investment of this is....steep. Cons The same thing I like the most is the same thing I like the least. Salesforce is very expansive. It makes finding and understanding buttons complex, and making changes are complex. With the custom interface I have to use on a daily basis, I find many redundancies. There are typically 2-4 ways to do the same function on the view I'm looking at for Customer Support to assist with customer cases. The UX/UI looks outdated, and the setup is not intuitive. For example, email threads are hard to read and comments from associates on the emails get buried and are not easily viewable. For my line of work, this makes it difficult as I need to often read an entire flow of a conversation with a customer and then read critical notes an associate has left for me. Reporting on metrics (tickets resolved, etc) has also been a bear to learn and difficult to even find in how to set up. Review Source JB Justine B. Director Financial Services Used the software for: 2+ years ### "Good at first " November 10, 2021 3.0 We chose to move to a competitor after being a client for 7 years. Our reasons were based on poor communication and delivery in our region South Africa). The emphasis being on a really poor communication and implementation service experience over the period. Pros At first it represented a really good customisable solution. Cons Since its launch many more competitors have arrived. These competitors are offerring tailored solutions and proactive communication at far better prices. My feeling is Salesforce has fallen behind as a service and its pricing is no longer competitive. This is particularily noticable when you need to communicate with salesforce post implementation and you simply have a web interface rather than direct communication. Reason for choosing Salesforce Service Cloud At inception we chose Salesforce as it was best suited to our need, as our company grew we realised Salesforce service delivery was really poor in our region and left after 7 years. Review Source VR Verified Reviewer Associate Analyst Intern Investment Management Used the software for: 6-12 months ### "Ideal CRM for efficient operations" July 29, 2018 5.0 Email integration, access to leads and customer information, sales functions, data on clients, ability to review sales data, generation of leads, customization, organization Pros Perhaps my favorite aspect of Salesforce is the ability to use email within the software. This integration is key for interaction with both my servicemen and clients. I also really enjoy how many features Salesforce offers. The software is competitively priced and is packed with feautures that I'm still continuing to use. Salesforce is also great in that I use it as a cloud-based software. This helps eliminate the need for extra storage on my system. Overall, Salesforce has a nice layout as well. Cons Although Salesforce is an incredible piece of software and many features, it can seem as though there are too many features at times. Personally, it is difficult to continue to learn these new features and make sure I'm up-to-date with everything. I know there is definitely more functionality within Salesforce than what I'm currently using, but it can be quite daunting to try and learn the full abilities of the system. I wish that there was a some better training provided for using the software, as I've seen with some other software I've used. Review Source SH Samuel H. Recreation/Program Manager Recreational Facilities and Services Used the software for: 6-12 months ### "Super Helpful" February 9, 2023 4.0 Pros Having all the information accessible for use. Since we work with so many groups! Cons Not knowing what can and can't be used if you are not given all the permissions. Review Source RH Rob H. Salesforce Manager Information Technology and Services Used the software for: 2+ years ### "Highly customisable product for complex business requirements" November 23, 2022 5.0 Integral to our business offering support to thousands of customers across a wide variety of products. One of the few tools capable of delivering at this scale Pros An excellent tool offering a huge range of services and add ins required for a complex business. Cons Can get complex and an administration burden quickly. Build for scalability and invest in the expertise required and its up there with the best in class. Review Source KW Karen W. Billing Specialist Accounting Used the software for: 1-2 years ### "Super software" July 6, 2023 4.0 I have had a very good experience using salesforce and I would recommend it to others. Pros I love that it is user friendly and easy to learn. Cons Nothing it works well for what we needed it for. Review Source Abhishek S. Associate Consultant Market Research Used the software for: 6-12 months ### "Perfect platform for multiple services!" January 21, 2023 4.0 So far, very happy with this software. It has been very useful in customer relationship management. Pros The best part of this platform is that it can be used for multiple services, whether it is critical case management, customer service or field service. Its smooth interface has helped us in resolving multiple cases and building a strong relationship with our customers. Cons It is very expensive and its integration with other software can be a bit complex at times. Review Source JjS Juan jose S. Responsable de Administracion Banking Used the software for: 2+ years ### "Herramienta de trabajo muy completa" November 16, 2022 5.0 Pros El registro de los chat y comentarios internos. A parte la integración con otros software funciona perfectamente Cons Cuando abres varias pestañas de golpe tarda demasiado en cargar Switched from [SugarCRM](https://www.capterra.com/p/231638/SugarCRM/) Sugar no cumplía con los requisitos que queríamos ni se ajustaba a nuestra capacidad laboral Review Source VR Verified Reviewer Email Support Consumer Services Used the software for: 2+ years ### "Salesforce Reciew" November 27, 2022 5.0 It is user friendly and highly recommended for business’ Pros You can easily check your responses, the email thread. And the dashboard is very helpful.- Cons It takes sometime to load but all in all good experience. Review Source LA Larissa A. Técnico 1 Oil & Energy Used the software for: 1-2 years ### "Integration of systems and ideas for salesforece resolution" January 7, 2023 4.0 is an extremely user-friendly tool, but it can facilitate other tools for the administrators and thus make it easier for the users as well. Everyone will benefit. Pros Well, the software leaves updates according to the key users for the service, and depending on the problem it is solved quickly. Cons But still lack communication between adm and user to confirm whether it was resolved or not. Review Source Eman J. Recruiting Coordinator Outsourcing/Offshoring Used the software for: 1-2 years ### "SalesForce is the best company database or CRM that lives on browsers!" August 30, 2018 5.0 If you are planning to create a database of candidates or any system or tool that you need to use in your office, try SalesForce and you will never go wrong! Pros SalesForce is the best company tool that I have used so far, because you don't need to install it anymore. All you need to do is to put the url of SalesForce, and log in your credentials then presto you are now ready to work. With this, it helps you save time especially when you need to transfer computer stations or you are using your home laptop in working from home. SalesForce is also the best applicant tracking system so far that we have used in our company because it is easy to use, and no need for long trainings to teach you on how to use SalesForce platform because it is very self-explanatory and easy! Cons What I least like about SalesForce is their incompetent customer service or technical support. They can't resolve downtimes, system errors, and queries via email or phone call in a snap. It takes more than 24 hours to create a resolution for a complicated problem. Review Source Nadia Y. Accountant Building Materials Used the software for: 1-2 years ### "VERY user friendly!! Awesome Program for Customer Management! " January 2, 2019 5.0 It's an EXCELLENT software to manage your customer data base. Take the time to figure it out, take it for a trial, ask questions. Im sort of a nerd, but it gave me the tingles when I first learned how to use it ... theres a way for you to organize your entire business & track the status of the job from contact to completion. It will benefit soooooo many people if you're growing your business or looking to become more organized. I LOVE IT!! Pros I fell in LOVE with SalesForce when I began using it in 2013. I worked for a home remodeling company and we used it to track our prospected customers. Had a small hand in getting it set-up, was a lot easier to use after you understand how it works. Very organized, detailed information, quick & to the point. Cons The set-up process. Having to manually enter customer info in the very beginning. I do remember one our tech guys finishing the set up though ... great guys! Also recently had issues connecting with apps, have a screen shot below that I emailed to the tech guys. The app was Adobe I believe, and one other. Probably just a user error! : ) Review Source JH Jordan H. Customer Relations Manager Medical Devices Used the software for: 2+ years ### "Salesforce Service Cloud Review" January 10, 2023 5.0 Salesforce service cloud is a must have tool in our business of customer service & support. This software is key in providing a seamless process from beginning to end of a service order request. Pros This software allows us to provide customer service tracking from initial call all the way to completion of services. I like that it is easy to navigate, user friendly, and a strong database for all of our service information. Cons Integration with existing software was a challenge but Salesforce support was instrumental in helping us to merge our data and build a system tailored to our service needs. Review Source Charles M. Assistant Manager Real Estate Used the software for: 6-12 months ### "Innovative tool to grow your business" November 9, 2018 5.0 I love working with Salesforce. I bet my team and business partners like it too. Its revolutionary and I would recommend it. Pros Unlike other similar platforms, Salesforce makes customization easy and painless. With Salesforce, I can bring my business wherever I go because it’s could-based. Our employees and business partners can also access it from anywhere around the world and contribute to the business’s overall productivity. Also, it doesn’t matter which browser you and your team use, the CRM will run smoothly. The software also makes it for users to use chatter and other social media functions, which make it easy for businesses to take advantage of social networking. The platform also has features that help us keep tabs on our purchase funnel. The platform also gives us a clear multidimensional picture of our progress. Cons This platform can be overwhelming for Small businesses that have dedicated marketing or sales team. It’s also very difficult to get in touch with customer care. I guess they are only available during the working hrs and you might be stuck for a while if you encounter a major problem using this tool. Review Source SD Sagar D. Solution Architect Information Technology and Services Used the software for: 2+ years ### "a very good product for Customer Service from Salesforce" August 14, 2023 5.0 Pros It has all the traits for a good product, Call routing, Case Management, Knowledge Management, etc Cons There is nothing to like about least. Everything is top notch as long as you aware about the product's capabilities. Review Source Roxana Georgiana I. Demand manager Information Technology and Services Used the software for: 2+ years ### "A useful Sales tracking manager app" August 4, 2022 5.0 Pros This app can be used by a variety of teams from the organization . Interaction with the customer is always an opportunity to find new possible deals, so I used this app to track the deals. Cons Nothing to comment here. It’s quite intuitive and not very boring. Review Source SG Sonya G. Accounting operations Consumer Services Used the software for: 1-2 years ### "Salesforce Service Cloud" September 7, 2023 5.0 Simple to work with and get used to, which is a plus for new employees to get up to speed ASAP and for everyone else to be able to work more efficiently. Pros User-friendly options, it has everything that a customer ticketing system software needs. Cons There is nothing in particular that I did not like about it. Review Source Sal D. Senior Consultant Financial Services Used the software for: 2+ years ### "Best CRM tool available right now" January 11, 2019 5.0 The overall user experience depends greatly on how the system is set up from the beginning by architects and developers. For example, if there is a company merge, which Salesforce paradigm will the company use if both designs were efficient for the users? Pros The Salesforce Sales Cloud product provides clear visibility to the status of sales revenue. I really enjoy the Chatter feature so I don't have to necessarily have to explain to another colleague where to find the account or opportunity. They also provide a Sandbox called Trailhead that allows anyone to learn how to best utilize the product for their business purposes. Cons It is not a BI tool Software. When you look at the reporting features available, it does not have the ability to manipulate data like MicroStrategy, Tableau, Microsoft Power BI, and Qlik products. Review Source Jessica B. SALES SUPPORT SPECIALIST Consumer Goods Used the software for: I used a free trial ### "Great for Call Centers" November 16, 2023 4.0 Pros I Like that it makes transferring calls, recording calls, and gathering call data very easy and in one place. Cons I do wish it was just a little bit cheaper. 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.