# Page 7 | Salesforce Service Cloud Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 7 - 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 7 - Reviews of Salesforce Service Cloud ## Showing most helpful reviews Showing 151-175 of 816 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use NB Nicholas B. Analyst Information Technology and Services Used the software for: 1-2 years ### "Salesforce Service Cloud" July 12, 2023 5.0 It has improved our business in multiple ways. Pros It allows us as an organization to be more organized when it comes to tracking work orders, clients, and accounts. The system also allows us to see where certain people are lacking in keeping data real time. Cons The one item that could use improvement is reporting and some status fields for events. If we could get a little more creativity with the reporting it would be extremely helpful. In addition, being able to update a native status field for Events would be beneficial for our tracking. Switched from [Pipedrive](https://www.capterra.com/p/132666/Pipedrive/) Company is growing Review Source Claire B. Director of Development Non-Profit Organization Management Used the software for: 2+ years ### "The most sophisticated CRM out there" March 29, 2019 5.0 Pros Salesforce allows you to do just about anything, and is famed for offering a wealth of data capture, visualization and processing options. As a small organization we create dour Salesforce architecture quite early on, probably before we needed it! It gives us a lot of credibility as an organization and we can magic up reports in no time. Many other apps now provide Salesforce integration which makes it easier when managing many different processes. Cons The one disadvantage is that it's certainly not the easiest system to use, and there's no way the average Jo can set themselves up on it alone. We worked with external consultants to set up our whole architecture and are constantly making changes to it. Review Source Andile F. Business Development Manager Information Technology and Services Used the software for: 2+ years ### "Ultimate CRM" November 3, 2022 5.0 Pros Customer engagement are logged with ease and the reporting filters help you extract exactly what what you need Cons If not setup correctly, it would often not stop a user from performing unauthorised actions Review Source VR Verified Reviewer Enterprise Account Executive Computer Software Used the software for: 2+ years ### "The best CRM on the market for a reason" September 29, 2018 5.0 very good, aside from using it for day to day use I am able and proficient at building reports and adding a layer of analytics to my day to day work flow. Pros Really more than anything it is the flexibility. I've used Salesforce at different companies and each instance was configured uniquely and had functionality that was needed by the sales organization of that company. There are so many good tools that can be easily plugged into the solution from dialers to direct mail fulfillment services. Cons If anything, it can be overwhelming. The individual records can be deluged with unneeded sections and fields. Being used to salesforce, i know where to go and how to use it but if I was new to the solution this can be overwhelming. Review Source HAN Hazel Ann N. Customer Service Representative Consumer Services Used the software for: 2+ years ### "Salesforce Review" December 3, 2022 5.0 Pros This software is very Easy-To-Use and a powerful tool to help you grow your business. It's great when it comes to engaging with the customers and a guide as well. Cons Nothing. I like how the system works on this software. Review Source RC Richard C. CEO Architecture & Planning Used the software for: 2+ years ### "Timeless Timesaving" October 6, 2022 5.0 Generally very positive. It's expansive and customisable so with some planning and time you can get it to do just about anything. Pros To be able to create your own fields, tables, and custom code calculations is a wonderful boon. It means your wish list can actually be catered for, and better you can keep adding or taking away as your systems develop and refine over time. Cons It can get quite complex to integrate multiple third-party systems, but when it's done, and there is support, you have a fully integrated system that provides ALL the information you need on a client account and project at your fingertips. Reason for choosing Salesforce Service Cloud It's the ability to integrate across multiple platforms and the fact it was Cloud and not localised to a server (no need to keep upgrading hardware). It would save so much time introducing and maintaining a system when someone else is developing the core platform for you vs trying to reinvent the wheel all the time. Review Source DM Dave M. Customer Service Representative Outsourcing/Offshoring Used the software for: 1-2 years ### "How helpful Salesforce Service Cloud is" December 12, 2022 5.0 My overall experience is great and I cannot think of a time that I went into trouble with this software. Pros What I like most about salesforce is that it easy easy to use and navigate and provide me all the necessary things for my day to day work. Cons None that I can think of in this software Review Source VR Verified Reviewer Team Lead ( Salesforce Developer ) Computer Software Used the software for: I used a free trial ### "Salesforce Service Cloud as Help Desk" March 2, 2016 4.0 Salesforce Service Cloud across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Salesforce Service Cloud. With that information at hand you should be equipped to make an informed buying decision that you won’t regret. Pros Salesforce Service Cloud clearly changes the way you address customer issues and provide resolutions. Listed are just some of the good things that make Salesforce Service Cloud a good choice: Offers users with a single platform which they could use to deliver immediate and reliable customer service. Allows companies to engage their customers and deal with their issues on a multitude of platforms (knowledgebase, service centers, social media, etc.) Mobile connectivity lets users access Salesforce Service cloud from almost anywhere at anytime of the day. Personalized service gives your customers a topnotch experience that is not offered by other customer service platforms and solutions. Predictive support helps the system resolve issues even before they happen. Agent collaboration allows customer service staff to collaborate and discuss problems and escalate matters to the experts to close cases faster. Service Cloud Communities redefine Cons The Service Cloud, like other Salesforce.com solutions, can be relatively expensive compared to other Software-as-a-Service CRM products available on the market. Salesforce.com does not offer a Service Level Agreement unless the customer requests one, and SLAs often fall behind the guarantees of other CRM providers. If businesses are seeking a broader solution that covers other back office processes, such as accounting, Salesforce.com products like the Service Cloud lack such features. Review Source Jordan R. Branch Manager Human Resources Used the software for: 6-12 months ### "Salesforce Service Cloud - Managing ongoing issues easily" July 12, 2022 5.0 Overall, working on Salesforce Service Cloud has been very efficient in helping manage my team and any ongoing issues. Pros I love how easy it is to manage and track ongoing issues easily. Cons Some features can be over complicated, but with a little effort, easy to figure out. Reason for choosing Salesforce Service Cloud We switched from an internal system that was just not doing what we needed it to do. Review Source VR Verified Reviewer Senior Research Analyst Hospital & Health Care Used the software for: 2+ years ### "Customized Salesforce user" January 21, 2019 4.0 From a business perspective, I have used Salesforce mainly to create reports on clients and their spend (based on attributed dollars on a contract) and also update different contact pages. Pros I think Salesforce allows for considerable customization for its users. At my company, I've used it for operational, commercial and research purposes, which is awesome. Cons Salesforce is not intuitively easy to use, at least at my company. Some of the field names can be misleading; I think the reporting feature is also difficult if you don't have training or teaching. Also, I don't find the individual pages (contacts, contracts, memberships) pleasing to the eye. The content isn't laid out nicely in my opinion. Review Source VR Verified Reviewer HR/Payroll Administrarion Specialist Health, Wellness and Fitness Used the software for: 2+ years ### "Tiquetes para empleados y managers" February 15, 2023 5.0 Esta es una herramienta que se utiliza a diario ya que los empleados y manager siempre requieren cambios en la informacion de los empleados, y por lo tanto necesitan crear tiquetes. Podemos cerrar, poner en pausa, comentar e incluso enviar correos dentro del mismo programa. Super facil y util. Pros Facilidad para comunicarse dentro del mismo programa con los empleados y managers que crean un tiquete buscando solucion. Cons Para este programa no le encuentro debilidad alguna ya que es una de las mejores herramientas para manejar tiquetes. Review Source AL Angie L. Ing Software Information Technology and Services Used the software for: 2+ years ### "Salesforce Service Cloud es de gran ayuda." July 18, 2023 5.0 Pros Me gusto que gracias a su automatizacion genera que el tranajo sea mas fluido, es una herramienta que a simple vista es amigable con el usuario. Cons el unico error que encontre es que cuando se generan casos duplicados los fusiona. Review Source Irfan A. Senior Web Developer Management Consulting Used the software for: 2+ years ### "Best CRM option available" November 13, 2018 4.0 As a developer during my last three years I have worked in two different companies and they both were using salesforce and I have learnt a lot and its been great experience. Pros As a developer I love how flexible the system is we can customize it to a great level according to our needs. Not so many of bugs in the system it's stable and very mature Our sales team is very happy to manage sales and get insights of data They are changing to new layout which is advance look and feel and looks great Cons One can take a bit more time to learn salesforce because the system is too big and its not easy to keep track of things Its expensive but considering the features it provides a I think price is fine Review Source LB Lindsey B. Social Media Specialist Marketing and Advertising Used the software for: 2+ years ### "Social Media Scheduling and Analytics " May 24, 2023 5.0 Salesforce has helped out clients stay organized and ready for success! Pros Salesforce is extremely easy to navigate - specifically when using Social Studio for social media scheduling and analytics. Cons I am not a fan about how much you have to change your password. It is nice knowing there are lots of safety options regards to security. Review Source VS Vikash S. Lead Engineer Computer Software Used the software for: 2+ years ### "Proven Platforms for order management " August 25, 2021 5.0 I just love it. Its kind of slow but steady. We can relay for our sales data on Salesforce. Order management Pros Proven tech, It has all the features one needs. add SFMC and you are complete. Reliable, Data is really secure and reliable. I have never had an incident where we lost data. Security is world-class. Search is robust and can search any field using this. Cons UI is very hard to change UI is not open enough to have its own CSS and get away from typical looks and feel Reason for choosing Salesforce Service Cloud workday Review Source HF Harry F. President Computer Networking Used the software for: 2+ years ### "NOT a good SERVICE TICKETING SYSTEM" February 21, 2020 2.0 very clomzy and not effective. Pros its nice in its design. it can properly relate cases to client records Cons This software lacks the necessary tools to properly communicate with your customers. Customers can respond to closed tickets without getting notifications. team isn't notified when a new ticket comes in. overall lightening experience is a SLOW moving vehicle, wast's our teams time. the list goes on and on One answer to all of our issues is that we need a SALESFORCE DEVELOPER to customize the thing for us. so unless you have a small fortune to spend on Developers to customize it to your need go with a normal ticketing system that was designed ground up for this purpose. similar to the product that salesforce bought and then killed DESK.com Reason for choosing Salesforce Service Cloud because I was wrongly thought to believe that we will make use of it. and because our lack of technical resources given the false impression that the migration from desk to SC will be seemless. it was completely FALSE Review Source RA Rachid A. Responsable commercial Food Production Used the software for: 2+ years ### "Utilisateur sales force" July 20, 2023 4.0 Pros Système de planification et classification des données très performant Cons Rien pour le moment que je peux qualifier comme aspects moins apprécié Review Source mS mohsin S. Technical Support Team Lead Computer Software Used the software for: 2+ years ### "Salesforce service cloud" June 7, 2021 5.0 Overall, it's a great product and I'd highly encourage it. Pros Salesforce is a crm that's really easy to use and adapt to. It's really impactful and has great interaction with quite a few products. Cons Some of the features such as logged calls are working intermittently. Review Source Greg B. Director of Customer Care Security and Investigations Used the software for: 2+ years ### "Multiple deployments of Service Cloud and all successful" September 5, 2018 5.0 We have gone from a 30 day history of generic cases to a 360 view across all functions for all time on every customer. We now manage our data instead of it managing us. Pros This is the easiest case tracking solution I've worked with over the years and on a second deployment at a different business and meeting 110% of our requirements. We are handling more processes in Service Cloud than we originally planned. The interface works. The ability to define our business processes and very easy deployment. Cons We have been patient waiting for Service Cloud Lightning to be 100%. Getting very close now. We still need better email integration and more control of email management. Review Source CD Catherine D. Office Manager Construction Used the software for: 2+ years ### "Service made easier! " October 31, 2022 5.0 This software stopped the annoying phone calls. Now everyone can click a few buttons and know what has been sone/ Pros Makes my life easier and stops everyone from having to pick up a phone. Cons The software works fine, you get the most from when you input into it first. Review Source SC Silvia C. Supervisor Consumer Services Used the software for: 1-2 years ### "Avaliação SF" March 13, 2023 5.0 No mais a ferramenta é muito amigável, o trailhead tbm é uma ferramenta muito útil no apoio a usabilidade Pros A ferramenta ajudou a elevar o patamar do atendimento, uma aplicação dinâmica, com compilação de dados importantes para oferecer um melhor atendimento Cons Apenas na configuração de estruturação de árvore de assuntos do atendimento que tem certa complexidade na união dos objetos. Reason for choosing Salesforce Service Cloud O fornecedor apresentou e mostrou muita clareza na usabilidade da ferramenta, além do que tem muitos benefícios os quais atinge a visão de futuro da empresa Review Source Mohammad A. Sales admin Internet Used the software for: 6-12 months ### "an amazing experience " February 9, 2022 4.0 Pros The ability to share opinions with colleague and the ability to have everything to handle customer issues in one platform is amazing Cons without the proper trainer by a former colleague, it is hard to navigate Review Source MG Mollie G. Engagement Team Lead Computer Software Used the software for: 1-2 years ### "Salesforce is amazing once you figure out how your company uses it" December 10, 2022 5.0 I adore using salesforce, Its pertinent for me to do my entire job. Pros I love how you can track so many different things. Our customers success team uses it for cancel requests, failed payments, upselling, and also onboarding. Salesforce allows you to capture everything in you need to know on one page. Cons This isn't necessarily a flaw of salesforce but every company uses SF a little bit differently which can be confusing. Review Source DR David R. Partnership manager Financial Services Used the software for: 2+ years ### "SFDC Service H.I. " March 28, 2024 5.0 Pros the real time interactions with clients has been excellent. Team collaboration is required as well. This is crucial to our business processes. Cons no cons at this time, we enjoy using Service Cloud and it's crucial to our business. Review Source VR Verified Reviewer 会社役員 Computer Software Used the software for: 2+ years ### "総合力が高い" February 13, 2023 5.0 創業当時から活用しています。商談管理とレポート機能により十分に効果を発揮しています。複数人で一つの取引先や商談に対してコミュニケーションする必要があり、業務プロセスを自動化したいと思うならおすすめします。トレーニング資料が充実しており機能を学ぶことができるのも優れた点です。最も効果を生む使い方するなら営業メソドロジーを確立し、実現したい営業プロセスを持っている企業が導入するか、その両方をコンサルティングしてくれる企業と共に導入することです。 Pros シェアが高く、エコシステムが充実しているため他社システムと連携がしやすい点 Cons 価格が他社よりも高めであり、小規模業者が多機能な使い方をするには投資金額が多くなる点。 Alternatives considered [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/)[Google Sheets](https://www.capterra.com/p/169718/Google-Sheets/)[Microsoft Excel](https://www.capterra.com/p/176574/Excel/) Reason for choosing Salesforce Service Cloud これまでに利用したことがあり、他社連携が充実している点。パートナーも見つかりやすい。 Review Source Talk to a Capterra advisor for free and get results within 15 minutes.