# Page 6 | Salesforce Service Cloud Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 6 - 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 6 - Reviews of Salesforce Service Cloud ## Showing most helpful reviews Showing 126-150 of 816 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 James N. Business Development & Marketing Computer Software Used the software for: 2+ years ### "Salesforce is a great CRM" July 25, 2018 4.0 Pros I use Salesforce on a daily basis in my Business Development/Sales Ops role. Salesforce integrates with our softphone (RingCentral), which makes logging calls much easier. I have also set up different workflows in the system to make daily tasks more efficient. There are endless apps and integrations you can use with Salesforce. Cons I don't have many negative things to say about Salesforce. I think it is pretty user friendly. There could be some better documentation on how to do specific things in the system. Also, Salesforce is only as good as the data you enter into it. This is not a flaw of Salesforce, but rather any data management system. I highly recommend making a constitution and training your team to abide by rules of entry and management. Review Source VR Verified Reviewer Salesforce Service cloud Consultant Information Technology and Services Used the software for: 2+ years ### "Excellent Service and support management product" August 1, 2022 5.0 Excellent product offering great service and support management for issues/ requirements Pros Case management, handling Case teams, auto assignment of cases to teams, live chat and email to case features Cons Nothing major. It would be good to have auto refresh feature on dashboard/ case queue and better control on case list views Review Source CP Charmi P. Assistant Manager Real Estate Used the software for: 2+ years ### "All about Salesforce " April 1, 2023 4.0 Pros Options to edit and analyze reports is an amazing featureUser friendlyCan be accessed from anywhere Cons Customisation of view is difficult at times and limited options available Review Source VR Verified Reviewer Service Delivery Manager Telecommunications Used the software for: 2+ years ### "Efficiente Sì, Efficiente Forse, Rapido No" February 11, 2023 4.0 Pros Profilazione clienti completa.Integrazioni con applicazioni terze parti migliore. Cons Poca personalizzazione schede interne, troppi campi obbligatori e troppa profondità di ricerca che spesso risulta dannosa in termini di rapidità di gestione Review Source VR Verified Reviewer ERP Systems Analyst/Salesforce Admin and Developer Computer Software Used the software for: 2+ years ### "Salesforce Review" January 16, 2019 5.0 Massively helped our sales team with accurate forecasting and reporting. The quoting engine is amazing, and you can easily build api's to connect salesforce to your other systems. Pros \-Very easily customizable even for people who don't know to code. However if you are able to code using apex (Salesforce's OOP), then you can virtually do anything. -The whole user interface was revamped by the new lightining version, very easy to use and excellent reporting and dashboard. -The 3 releases in the year have massive improvements each time -Massive online community, any question or issues you have would have already been posted and solved on the internet. Just do a simple google search. Cons \- Not easy to transition end users who are already on classic version to lightning Review Source DS Douglas S. President Veterinary Used the software for: 2+ years ### "Great Veterinary Management Software" November 17, 2022 4.0 This system, being cloud based, allows me the flexibility to change schedules and appointments, as well as examine patient charts while being away from the office. I love this about the Salesforce Service Cloud. Pros This software is very easy to set up and utilize. It is more intuitive and simpler to use than most of the other management software systems I have been exposed to in my 3 decades of professional work. It is also cloud based so it makes it easy to check my schedule or re-evaluate patient's charts even when I am away from the office. Cons My least favorite part is the financial management aspect of the program. While it is not horrible, it has a few issues that can be hard to figure out. However, once you figure out the little issues, they are very easy to deal with in the future. Review Source VR Verified Reviewer Program manager Computer Software Used the software for: 2+ years ### "Great for sales tracking not so good for customer management" March 25, 2024 4.0 Pros It’s great software to track sales due to its interfaces with other softwares and very customizable Cons It’s not easy to use and a first time user will have difficulties setting up an account. Also hard to manage clients Review Source Talk to a Capterra advisor for free and get results within 15 minutes.