# Page 8 | Salesforce Service Cloud Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 8 - 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 8 - Reviews of Salesforce Service Cloud ## Showing most helpful reviews Showing 176-200 of 816 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Jorge M. Gestor Comercial Banking Used the software for: Less than 6 months ### "Intuitivo y práctico" February 9, 2023 5.0 Pros Software muy intuitivo, facilidad de uso y gran posibilidad de realizar un seguimiento continuo de los clientes. Cons Lentitud en la carga de datos, necesidad de esperar de un día a otro para que se realice un refresco del sistema. Review Source SG Shelby G. QA & environmental manager Pharmaceuticals Used the software for: 2+ years ### "Salesforce service cloud " July 1, 2023 5.0 Pros I really like the layout of Salesforce service cloud. We used this alongside servicemax. The system works well.. perfect for quick allocation of work orders to engineers based around the country. They were able to access quickly with signal via mobile on site. Cons A few connectivity issues caused some problems when completing jobs on site, but did not occur that often. Review Source VR Verified Reviewer Account Development Manager, Strategic Accounts Human Resources Used the software for: 2+ years ### "Salesforce - the networking tool" November 14, 2018 5.0 I have used salesforce in three different roles and companies for over a decade. I am a tried and true user and appreciate it's growth over the years. Pros It is an easy and efficient way to keep track of contacts, opportunities, and organizations. I love that everything is housed in a top-down approach and it is easily accessible from anywhere. I can be on my mobile or on my computer and have access to all of my files. Cons I do not have a complaint about the software. I believe some of the restrictions are limited to the organizations that have their own set up, but all in all the software is intuitive and easy to navigate. Review Source VR Verified Reviewer Senior Account Executive Internet Used the software for: 2+ years ### "a beast of features for CS teams " February 24, 2023 4.0 Pros \- It's so easy to keep track of all my customer interactions in one place-The automation features save me so much time and help me stay on top of everything-The knowledge base is a lifesaver - I can quickly find answers to common questions without having to look them up every time-The reporting and analytics give me valuable insights into our customer service performance-The integrations with other Salesforce products are really helpful for a seamless workflow Cons \-The setup process can be a bit overwhelming at first, especially if you're not used to using Salesforce products-The pricing can be a bit steep very quickly , especially for smaller businesses (as you pay per seat and per edition) -The interface can take some getting used to, but once you do, it's really intuitive Review Source Mohamed G. product manager Automotive Used the software for: 2+ years ### "great over all " December 22, 2022 5.0 a great tool set, but you'll need a team of professionals to assist you put it up and keep the platform running. The vendor's primary goal is to sell you their products, and they rely on other suppliers and partners for support and integration. Pros Scalability. Design and future integrations are agile. adjustable interface Cons Very little vendor advice and assistance with the product. There is no supported customer collaboration for learning. Since account representatives change so frequently, we never get the opportunity to develop a true relationship with them. Review Source Luke S. Marketing and Business Development Manager Construction Used the software for: 6-12 months ### "Complex and high learning curve" December 5, 2018 4.0 In the construction business, one contractor can work on several different homes owned by different people. For that basic information, we can track that hierarchy and sales and bids given. Pros I can see that the software is very deep in its potential capabilities. Very large companies use it to manage people and data that all needs to relate to itself. My feeling is that with enough modification, it can do whatever you need it to. Cons It is extremely complex, too complex, for an average person to sit down and just make work. Even with all the forums and Trailhead, there is so much literature there that much of it doesn't relate to what you are trying to find. The lightning version seems to be cool, but doesn't function quickly like classic. You can't even print a lead. That's right. You can't print a lead. That's why there are separate SFDC implementation teams - because you can't figure it out o n your own. Review Source TO Theresa O. Team Lead Outsourcing/Offshoring Used the software for: 2+ years ### "One of the Best" December 10, 2022 5.0 10 out of 10, this tool is very useful for reporting productivity and csat scores, track and keep everything in place. Pros I've been using Salesforce for quite some time now and this really helped me with a lot of things. Reporting and ticketing system. Very easy to use and very essential. Cons Nothing much, since SF is improving with updates and fixes bugs and glitches.SF is also not that hard to manage. Review Source Dan R. Sales Manager Computer Software Used the software for: 2+ years ### "Manage your leads, opportunities and sales pipeline all in one console - Salesforce!" May 4, 2018 5.0 Keep an eye on your deals, prospects and accounts with Salesforce. Pros We use this every day, it houses all our leads, accounts, prospects, deals and account-related history. As a sales organization we not only rely on Salesforce for tracking our numbers we also use it to communicate with other departments for customer issues and concerns. It's the one sole platform where our clients' data lives. Cons It has the tendency to be buggy when it is integrated with other apps. We've customized it to create quotes for us and sometimes it would not show the right margin amount on the quote. Review Source SR Shellene R. Team Lead Consumer Services Used the software for: 1-2 years ### "Great for luxury brands" July 27, 2023 4.0 Pros I liked the fact that you could use it with other software so you don't have to put the same data in to multiple software one by one that feature was really time effective Cons Well sometimes I had to refresh to ensure the data that I had had in the other system shows up I think its kinda good tho because if the data is incorrect or you made a mistake you'd see it by how its reflecting in salesforce Review Source VR Verified Reviewer Growth Analytics & Market Insights Specialist Food & Beverages Used the software for: 1-2 years ### "Effective platform for CRM" July 8, 2022 4.0 Overall, I am happy and satisfied with my use of Salesforce Service Cloud. This is the main platform I use when coordinating with my agency partners, and I find it way more effective and efficient vs simply emailing requests as this keeps track of date/time posted, progress, person assigned, number of requests, and a lot more. Pros What I like most about this software is its user interface, which is very user friendly and easy to navigate. There is almost no learning curve in using this software as it is very intuitive! I'm able to put in my requests, attach files easily for reference, manage and track progress, and even refer to a powerful database of knowledge articles that are readily available. Cons The only thing I think the software needs improving is the occasional bugs/errors when attaching files as a comment. Often times, you'll need to upload first and then re-select the file you uploaded in order for it to be attached and sent. Review Source TV Travis V. Field Engineer Machinery Used the software for: 2+ years ### "Good case management, but customizations are going to cost you" June 21, 2022 5.0 It's been reasonable. The service has tiered packages. This does not allow for certain items to be addressed without a higher tier of service. Pros The case intake and knowledge base are the best parts of the service cloud. Cons Salesforce's slogan is "clicks, not code" but to get anything that fits a brand that already exists, involves code. You can click through configuration s but customizations come at a price. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[SugarCRM](https://www.capterra.com/p/231638/SugarCRM/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source Toshinobu Y. 会社員 Leisure, Travel & Tourism Used the software for: 2+ years ### "ここまでのレベルはない" January 15, 2023 4.0 Pros 事細かく管理することができスマートでわかりやすい操作が出来る。 Cons マイナス点はほとんどなく、日本企業でも取扱しやすい製品である。 Review Source GB Greg B. implementation consultant Computer Software Used the software for: 2+ years ### "Best bet for Service" January 11, 2022 5.0 Service cloud was my introduction to Salesforce, and has led to a very lucrative career. The out of the box functionality is enough to get started on service support, and the ability to customise to use SLAs, Milestones and manage both productivity and customer expectations is brilliant Pros Service Cloud works in parallel with the Sales data in the salesforce platform, so you can see a full picture of your customer, and relate all complaints/request to a single point. Plus multiple points of contact allowing cases to be generated via phone, sms, website form, live chat or email. Cons Field Service is limited unless you opt for the Field Service Lightning package, but there are plenty of features to run a helpdesk efficiently and well Review Source MS Madhusudan S. Software Engineer Computer Software Used the software for: 6-12 months ### "A strong tool for managing customer service activities is Salesforce Service Cloud." February 15, 2023 5.0 Salesforce Service Cloud's AI-powered technologies, like Einstein Case Classification and Einstein Bots, are among its most notable features. These technologies employ machine learning to aid in the automation of specific processes, such as assigning cases to the appropriate team members or replying to client enquiries through chatbots that have already been programmed. Pros Scalability is one of Salesforce Service Cloud's primary advantages. All sizes of businesses, from small start-ups to massive corporations, can use it. Because of the platform's flexibility, it can be adapted to any company's particular requirements, and a wide range of integrations and extensions are available to expand its functionality. Cons The vast customisation choices offered by the platform may overwhelm or confuse certain users, which is a potential problem. It may take some time and effort to completely comprehend and utilise all of the available capabilities, despite the fact that one of the platform's strengths is the ability to customise it to particular business needs. Review Source CU Carl U. Vice President Building Materials Used the software for: 2+ years ### "Review Management" March 28, 2024 3.0 Meh. Streamline operations is definitely necessary. Improve search fields also a must Pros Seems like an adequate service but lots of room for improvement. Cons Could use a lot of improvement regarding the user interface & streamlining operations. Redundant steps not explained well, how or why. Steps like needing to provide signature on approved permit AFTER I've just received approval & paid the fee just creates more steps to hold up the process or miss before next stepcan be implements Review Source Pieter L. Marketing Technologist Used the software for: 2+ years ### "Sync our Marketing activities to it. Also push data for Sales team on sales readiness." July 30, 2018 4.0 I can send sales ready leads to the sales team in a great way. We can also reroute leads who don't qualify. It has the best syncs with Marketo. Pros Very robust, you can create many objects that sync to your Marketing automation platform. I've also heard of people using it to manage inventory. Very easy to view campaign members and activities they've done. Also the activities sync over to our marketing automation tool as well as object information like an opportunity. Cons Same old UI. Importing leads can be troublesome with creating duplicates. Using an import tool is must. Review Source NKM Nana Kwame M. Teaching Assistant Education Management Used the software for: 1-2 years ### "Great for customer relation management " March 27, 2023 4.0 We run a survey a few months after switching to Salesforce Service Cloud and our clients are more satisfied with our response rate Pros Before we switched to Salesforce Service Cloud, our clients used to complain all the time about slow response to issues but now there is no lag since we can manage and track the issues from start to finish Cons The software itself is great for large businesses but a bit too complicated to use Review Source Jeremiah D. Facilities Assistant Non-Profit Organization Management Used the software for: 2+ years ### "An amazing CRM resource" January 16, 2019 4.0 we maintain a large portion of the nations capital and especially the business district, having salesforce allows us to keep track of not only extensive building details but potentinal funding sources Pros my favorite thing about this software is its ease of use and the wide range of practical usage regardless of the industry . we use the Non profit version and i dont know how we ever got business done without it Cons I think the biggest con to me is building stuff on the back end and mapping. sometimes what im trying to map does not connect well with salesforce and it throws my report off Review Source VR Verified Reviewer Consultor de datos JR Management Consulting Used the software for: Less than 6 months ### "Callcenter optimizado con Salesforce" June 8, 2023 5.0 Trabajo como agente de servicio al cliente en un call center que utiliza Salesforce como nuestra plataforma principal. Cada vez que atiendo una llamada, veo de inmediato toda la información del cliente en la interfaz de Salesforce. Puedo acceder rápidamente al historial de interacciones anteriores, detalles de la cuenta y cualquier problema o solicitud que hayan registrado previamente.Utilizo los scripts y plantillas personalizados en Salesforce para ofrecer respuestas precisas y consistentes a los clientes durante la llamada. Además, gracias a la integración de Salesforce, tengo acceso a información adicional sobre el producto o servicio en particular que están consultando, lo que me permite brindar una asistencia más detallada y relevante.Durante la llamada, puedo registrar notas y detalles importantes en el registro del cliente en Salesforce. Esto asegura que todos los datos relevantes queden registrados y estén disponibles para futuras interacciones o para que otros agentes los utilicen si es necesario.Si el problema del cliente no se puede resolver de inmediato, abro un caso en Salesforce y lo asigno al departamento o agente correspondiente para su seguimiento. Gracias a la capacidad de seguimiento de casos en Salesforce, puedo verificar fácilmente el estado de los casos y asegurarme de que se estén abordando de manera oportuna.Después de finalizar la llamada, utilizo las capacidades de informes y análisis de Salesforce para monitorear mi propio desempeño y medir Pros Gestión de contactos, Automatización de procesos, escalabilidad Cons Costoso, curva de aprendizaje amplia, interfaz compleja Review Source AA Ainara A. Administrativa Banking Used the software for: 1-2 years ### "Bastante bueno a comparación de lo que hay en el mercado" November 16, 2022 5.0 Le hemos cambiado recientemente y la verdad que en fluidez en creación de campos y gestión de clientes bastante buena Pros Las integraciones que puedes hacer con el resto de sofware Cons Es muy lento cuando intentas abrir muchas pestañas y cargar actualizaciones Alternatives considered [Microsoft Outlook](https://www.capterra.com/p/227138/Microsoft-Outlook/) Switched from [SugarCRM](https://www.capterra.com/p/231638/SugarCRM/) Se nos quedaba corto Review Source VR Verified Reviewer Responsabile Spedizioni Import and Export Used the software for: 6-12 months ### "Buono ma costoso" August 12, 2023 4.0 Pros Ha ottimi strumenti di analisi prestazionali del servizio clienti.Inoltre da in dotazione risorse ed articoli utili per il personale di supporto e i clienti.Facilmente integrabile con altri prodotti Salesforce e anche applicazioni di terze parti, con relativa possibilità di automazione.Gestione clienti che aiuta ad assegnare e monitorare i casi che si andranno a verificare, e con questa catalogazione si aiuta a individuare e risolvere i problemi nel minor tempo possibile.Buona personalizzazione e ha la capacità di gestire le interazioni su diversi tipi di canali in modo da tenere tutto sotto controllo. Cons La prima pecca che devo constatare è il costo, se si è una piccola realtà.Le personalizzazioni si pagano, e non poco.Cosi come gli abbonamenti.Configurazione iniziale ed adattabilità un po' macchinosa. Review Source Jen M. Account Manager Marketing and Advertising Used the software for: 2+ years ### "Keep All Your Clients in One Place" November 24, 2018 5.0 Pros It's super easy to see exactly what is going on with each of your clients, what opportunities you are working on and who has been interacting with which clients. That kind of transparency is super important to keep your team on the same page. Cons It can start to fall apart if your team doesn't continually update information about each client. There are a lot of opportunities to make mistakes, that's not all on the software, but if you have a big team working with a lot of the same clients then it can cause problems. Review Source VR Verified Reviewer Senior Sales Development Representative Marketing and Advertising Used the software for: 2+ years ### "Easy to use sales rep essential!" December 12, 2018 5.0 Pros Salesforce makes working in a CRM so easy! I am able to keep an easy to view report of my accounts and see the most updated activity as well as be as detailed as needed within each account. The customization makes the platform incredibly convenient. I have experience with several CRM's but Salesforce has been the easiest to use yet! Cons The reporting functionality is AWESOME once you master it. It is be a little tricky but after getting experience with it and knowing what fields you want to pull it makes it easy. Review Source AK Amalia K. SVP of Tech and Daata Non-Profit Organization Management Used the software for: 2+ years ### "Critical to tracking our platform participation" February 10, 2023 4.0 Overall amazing for our organization, but sometimes bigger than we can manage. Pros We can easily track every data point about our users and their participation on our platform to help inform our program and technology. Ability to customize and create automations also helps us to scale with ease. Cons The CRM doesn't often like large amounts of data with the automations. Things break down often and require alternative solutions, which then often requires a specific engineer/architect/consultant. Review Source Jordan C. Salesforce Product Manager Information Technology and Services Used the software for: 1-2 years ### "Awesome Ticketing System" August 8, 2019 5.0 Users are really more productive than previous tool Pros With Service Cloud, we have a complete overview on our Customers. From Lead to Case, we can log all customers activities and be proactive for their needs. Cons Often, you must adapt your process to the tool, not the tool to your process and that's the hardest part of Salesforce implementation. Also, multiple administrators can destroy your organization. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Weak reporting capabilities, weak Salesforce integration Review Source Talk to a Capterra advisor for free and get results within 15 minutes.