# Page 5 | Salesforce Service Cloud Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 5 - 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 5 - Reviews of Salesforce Service Cloud ## Showing most helpful reviews Showing 101-125 of 816 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Palash S. Product Head Information Technology and Services Used the software for: 1-2 years ### "Awesome CRM Systems" June 2, 2022 5.0 Amazing experience with Knowledge Maangement, CRM and building ticketing system for customers Pros I’ve been integrating this CRM as a package for our end clients and it’s been so ease of use and service through CRM and online ticketing system through phone, chat and email. Highly Recommended! Cons One of the desirable products of Salesforce nothing to be disliked about! Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) It proved to be an enhanced version with higher capabilities Review Source Sônia M. Gerente de Negócios Agro Banking Used the software for: 1-2 years ### "Salesforce" September 27, 2023 5.0 É uma ferramenta de trabalho excelente, completa, consegue atender todo tipo de empresas. Pros Praticidade, facilidade no acesso, armazenamento. Cons Call center, agilidade na informação, rapidez Review Source VR Verified Reviewer Project Manager Government Administration Used the software for: 2+ years ### "Salesforce Service Cloud - Ready to go out-of-the-box" March 13, 2019 4.0 We have a service desk that was tracking their work through email and spreadsheets and it wasn't working for us. Salesforce Service Cloud let us move all of that to the cloud with easy case logging and tracking. We were able to integrate with Outlook so that support request emails get logged automatically and assigned to support personnel based on assignment rules we configured. We are responding to work requests and closing cases 47% faster than before and nothing gets lost or overlooked because the dashboards clearly show the status of cases and requests. Pros Salesforce Service Cloud has so many features ready to use as soon as you get access. For basic service needs you could easily start using it day one and build out enhancements over time. Basic configuration is simple and quick and everything you need to track work requests and cases is pretty much there. Cons Salesforce releases updates three times a year and they are huge. Release notes are getting over 600 pages per release and, at least for my work, we've had to change some of our custom configuration and code so that our system would work after the release came out. It's nice that they are working on enhancements but you definitely have to plan in time to thoroughly regression test everything when a release hits your lower level sandboxes. Review Source JC Jeyson C. Dispatch Consumer Services Used the software for: 2+ years ### "Great" August 9, 2023 5.0 Pros The easy access and navigation , being able to use different tabs to navigate different accounts or info need it . Cons Some of the tabs or functions need a bit of more work . Review Source OM Oscar M. Analista IT Information Technology and Services Used the software for: 1-2 years ### "Es bueno que sea adaptable." August 28, 2023 5.0 Pros Para mí, el aspecto más atractivo de Salesforce Service Cloud es su facilidad de uso. Después de sólo unos minutos de capacitación y algunos consejos , no necesitará ayuda para administrar su entorno de Salesforce. Si no tienes el tiempo o el deseo de aprender a escribir código difícil, esta herramienta te ayudará a alcanzar tu objetivo con solo unos pocos clics. Cons Sales y Service Cloud pueden ser costosos , pero puedes ahorrar dinero comprándolos juntos. Aprender a conducir es difícil sin un antiguo colega como mentor. Review Source VR Verified Reviewer Student Services Associate E-Learning Used the software for: 6-12 months ### "A Quick Review of the Salesforce" January 14, 2023 5.0 I enjoy Salesforce. It is user-friendly and there is a lot of information at your fingertips. Pros I like that this software allows you to do many different things with it. I like how there are knowledge-based articles that are valuable resources to those who utilize that feature. As a user of Salesforce, this is gold. Cons I think that when logging a call the call reason and call issue need to be more defined. Review Source VR Verified Reviewer Self-Employed: Social Media Marketer Retail Used the software for: 6-12 months ### "New Business Owner Tool!" October 19, 2018 5.0 I learned through this experience with Salesforce how to convert potential customers into regular customers. I always wondered how some small businesses stay afloat during economic times. They know how to connect with customers and they built a rapport with them overtime that they became a staple in the community. I used that knowledge and applied it to the platform and was blown away by the results. Pros I could run my employers business from anywhere. This is what sold me on the job in the first place, and this software is what made it possible. It's a one-stop shop of everything you need to know about your business. I can view potential customers, how to win over current customers, get insights into how I can approve the customer experience, and so much more. I really thought this software was going to be hard to figure out or stop me from getting the job, but this software made it possible for someone to land a job and keep it. So, I applaud Salesforce for creating an amazing product and service for businesses. Cons The only con I have about my experience with this software is the pricing, or at least what my boss have a problem with. My bosses infrastructure requires a lot of different products to make her business run more smoothly. I think it will help if there was a bundle deal for all the services she needs. I'm not exactly sure how she went about it, but I do know she wished she asked more questions as far as pricing and getting a better deal. Review Source MI Mason I. Sales Information Technology and Services Used the software for: 1-2 years ### "User friendly " February 12, 2024 5.0 My personal experience has been overall positive. Pros The reliability to be able to depend on the service in real time. Cons I don’t have access to use the full capability. But from what I have used no cons. Switched from [Pipedrive](https://www.capterra.com/p/132666/Pipedrive/) Company went ahead and switched the overall product Review Source WT Weronika T. Manager Furniture Used the software for: 2+ years ### "Salesforce Service Cloud" May 27, 2023 5.0 My overall experience with Salesforce Service Cloud has been positive, as it provided a powerful and comprehensive solution for managing customer service operations. While there were challenges in terms of complexity and cost, it significantly improved our ability to deliver personalized and efficient customer support. Pros One aspect I liked most about Salesforce Service Cloud was its comprehensive and centralized view of customer data, enabling efficient case management and personalized customer interactions. The platform's robust automation and AI-powered features, such as chatbots and knowledge base, greatly enhanced our customer service operations. Cons One drawback I experienced with Salesforce Service Cloud was the complexity of the platform, requiring extensive configuration and customization to fully meet our specific business needs. Additionally, the licensing costs associated with certain advanced features and user licenses could be a barrier for smaller organizations. Review Source GM Giacomo M. Communications Manager Facilities Services Used the software for: 1-2 years ### "Salesforce Service Cloud Has Been a Reliable and Effective Solution" April 11, 2024 5.0 Pros I like the accuracy of Salesforce Service Cloud. Salesforce Service Cloud is amazing and super excellent to manage. Cons No dislikes about Salesforce Service Cloud. Salesforce Service Cloud works so well for us. Review Source EC Ernesto C. Real Time Analyst Financial Services Used the software for: 2+ years ### "Salesforce Review" December 4, 2022 5.0 Great data management, we can easily generate our report and future plans. Pros It's very easy and user friendly to use, we can generate and monitor our daily numbers. Cons None so far, will keep you updated if there will be. Reason for choosing Salesforce Service Cloud n/a Review Source Matt C. Business Development Manager Information Technology and Services Used the software for: 2+ years ### "Service from Salesforce" May 5, 2022 5.0 We have never had issues with support since implementing the service cloud and have freed up time from our CS department. Pros Integration to our sales cloud, RingDNA Ease of use and easy tracking of tickets Both Sales and Service now have a better understanding of their customer and both need to ask each other all the time. Cons Felt the cost of both Sales and Service cloud does become pricey but you can get both a little cheaper together. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Salesforce Service Cloud With us using Sales cloud didn't make sense using anything else. Review Source CT Cassandra T. Marketing Specialist Telecommunications Used the software for: 1-2 years ### "Salesforce - A must for CRM" April 24, 2023 5.0 Overall, Salesforce service cloud is an incredibly powerful tool that has allowed me to understand our company more than ever through the dashboards and reports I create to make data more than just data, but answers to my questions. The valuable insight I have gained is a game changer. Pros Although Salesforce might seem a bit daunting at first, it overall is extremely customizable and can (and should) be built for you and your company's needs. This tool is so powerful and key in customer relationship management and has taken our CRM to the next level. Our data is all held in Salesforce and we are able to create reports and dashboards to keep track of the business and gain insights. Cons I do sometimes wish Salesforce was a bit more user friendly however once you learn more about the program you do become quite comfortable and customer service will always be there to help you in a kindly manner Alternatives considered [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Reason for choosing Salesforce Service Cloud We chose Salesforce over Hubspot due to its reputation. Salesforce is #1 for a reason. This tool is by far the most intelligent. Review Source AD Anoosha D. ISR Computer Software Used the software for: 6-12 months ### "One of most popular help desk solutions is Desk.com" November 10, 2017 4.0 Pros If you are thinking about choosing Desk.com as a help desk software solution for your company then this article is for you. Our B2B experts prepared a thorough review of Desk.com pros and cons and analyzed what it has to offer to help you make an informed decision before you spend your money. Email to Ticket Conversion Knowledge Base Self Service Portal Multiple Service Level Agreement policies Automations – Ticket routing, scenario automations Multi-channel support, including Facebook & Twitter Community Portal with Idea Management & Voting Multi-product/multi-brand Support Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM Multi-language & multi-time zone support Satisfaction Surveys Leaderboard & gamification Support Channels Both services use various channels for customer interaction and support such as email, Facebook, Twitter, and community forums. The messages from all these services are gathered in a combined queue of support work. Freshdesk is better than Desk.com in this area as it offers ticket support in addition to phone support, while Desk.com offers only phone support. Canned Responses Both Freshdesk and Desk.com provide a way to use a library of snippets that can be re-used. If you need to describe certain features regularly to users, you can use canned responses to speed up writing the responses. This can help your agents save time and focus more on query resolution. Third-Party Integrations Both Desk.com and Freshdesk offer a range of integrations with other services like CRMs, bug tracking, e-commerce and more. Top integrations for Desk.com include Salesforce, MailChimp, CampFire, and TalkDesk. Top integrations for Freshdesk include SugarCRM, Capsule, Harvest, and JIRA. Both apps also offer REST APIs to integrate your own apps. Devices Supported Both Freshdesk and Desk.com support a range of devices including Windows, Mac, Android, iPhone/iPad, and Blackberry. Customizations Available Freshdesk beats Desk.com in this category as it offers a wider range of customizations including templates, fonts, button images, fields, and backgrounds. In comparison, Desk.com offers customization of fields only. Cons Desk.com’s new analytics dashboard lacks some basic functionalities and is not an upgrade compared to the older version. The company can also improve its customer support, and the Salesforce integation also needs some fine tuning. Freshdesk customers say the product is mostly good, but it can improve by extending multi-language support to the Solutions pages. Review Source Romy A. Recruiter Staffing and Recruiting Used the software for: 2+ years ### "SalesForce is the best web-based platform to do Sales, BD and Recruiting!" August 18, 2018 5.0 SalesForce is a great tool that will help small to big companies in driving revenue, and helping each company drive results and performance to each client in their business development, recruiting and lead generation efforts in just a short span of time. Pros We've been using SalesForce for roughly 3 years now, and it helped us drive great ROIs due to its easy usage in terms of data entry, categorizing each client or candidate, and also the functionality it provides such as mass emails that we can add HTML codes to make it look personalized or targeted, and also the option that let us see if a client or candidate already opened the email we sent. Our Academy, BD, and Recruiting department drove great revenue because of this, and SalesForce did a great job in helping us drive sales, and place candidates to our clients in a short span of time. Cons What I least like about SalesForce is its downtimes. The only drawback I experience from SalesForce is the time to time down time it causes, but that was just minimal and not often so no harm really made. Review Source MO Mohammad O. Director E-Learning Used the software for: Less than 6 months ### "Salesforce Service Cloud Review" February 22, 2023 5.0 Pros Pros:Comprehensive platform: Salesforce Service Cloud provides a comprehensive platform that includes features such as case management, call center management, self-service portals, and social media integration, making it a one-stop-shop for customer service needs.Customizable: Salesforce Service Cloud is highly customizable, and businesses can tailor it to their specific needs and workflows.Integration with other Salesforce products: Salesforce Service Cloud integrates seamlessly with other Salesforce products, such as Sales Cloud, Marketing Cloud, and Commerce Cloud, making it easy for businesses to have a single view of their customers.Mobile compatibility: Salesforce Service Cloud is mobile-compatible, allowing businesses to provide customer service and support on-the-go.Analytics and reporting: Salesforce Service Cloud includes powerful analytics and reporting capabilities, which help businesses gain insights into their customer service performance and identify areas for improvement. Cons Cons:Cost: Salesforce Service Cloud can be expensive, especially for small businesses or startups that are on a tight budget.Steep learning curve: Salesforce Service Cloud has a steep learning curve, and businesses may need to invest in training and support to get the most out of the platform.Complex setup: Setting up Salesforce Service Cloud can be complex, and businesses may need to hire a consultant or specialist to help them with the implementation.Limited customization without coding: Some customization options require coding, which may be a challenge for non-technical users.Dependence on internet connection: Salesforce Service Cloud is a cloud-based platform, which means that users need an internet connection to access it. This can be a disadvantage in areas with poor internet connectivity. Review Source VR Verified Reviewer Computer Engineer Computer Software Used the software for: 1-2 years ### "optimizes customer services" April 16, 2023 3.0 Pros Can help businesses optimize customer service processes and improve customer satisfaction and offers real-time monitoring and analytics to track customer behavior and sentiment Cons Offers real-time monitoring and analytics to track customer behavior and sentiment and can be overwhelming to manage large volumes of customer data and interactions Review Source LG Luigi G. Amministratore Marketing and Advertising Used the software for: 6-12 months ### "Salesforce" January 20, 2023 5.0 Pros Il portale self-service. Non sopporto contattare l'assistenza clienti per qualsiasi problema. Molto utile, forse pure piú del forum. Cons L'interfaccia andrebbe ripensata, troppo macchinosa e lenta. Alcune funzioni sono nascoste e si perde del tempo prezioso per trovarle. Reason for choosing Salesforce Service Cloud Perchè come crm, è sempre stato fra i primi tre. Davvero una ottima suite. Review Source 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 Talk to a Capterra advisor for free and get results within 15 minutes.