# Page 9 | Salesforce Service Cloud Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 9 - 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 9 - Reviews of Salesforce Service Cloud ## Showing most helpful reviews Showing 201-225 of 816 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use George M. Lead Customer Success Manager E-Learning Used the software for: 1-2 years ### "The most complete CRM software" January 8, 2019 5.0 Salesforce can do everything you want to. However, it will probably be difficult to do so without spending a lot of time researching it. I would definitely recommend getting a full onboarding experience or specialist to setup the system you if you can afford it. We did not do so, and while we can achieve everything we currently need, I feel that we are missing on a lot of opportunities to utilize it further, as well as possibly doing some things inefficiently. Pros Industry leader in terms of CRM A complete platform with extensive solutions for each need one might have Very extensive reporting capabilities; extremely customizable A lot of integrations with external platforms Cons Very steep learning curve (it comes with the fact that it has such a wide range of functionalities ) The lightning experience is vastly better than the Salesforce Classic skin, however, sometimes we get lost in the former and cannot find what we are looking for unless we change to the latter Some of the things that we have looked into doing can only be addressed with writing complex queries and/or hiring experts Review Source AM Alberth M. Tech Support Specialist Outsourcing/Offshoring Used the software for: 1-2 years ### "Simply the best tool to log tickets and provide support." January 15, 2023 5.0 The best, it has really growth throughout the years, we have managed to integrate some tools such as Nice In contact, VRA, and even LucidChart flowcharts.It deploys and works above and beyond. Pros Amazing tool to receive incoming calls and chats and log interactions.It has improved the way we provide information to a customer and the way we create and resolve incoming tickets. Cons It sometimes will take a bunch of time to load a stored document from past years. Review Source GB Gus B. Customer Support Agent Computer Software Used the software for: 6-12 months ### "Slightly complicated to learn, but pretty good once you get used to it." April 26, 2023 5.0 Pretty good, it has room for improvement, such as personalization, but it gets the job done, like one of those machines that are not pretty but are reliable. Pros It has many multiple functionalities and it can be linked to pretty much any other software/platform out there. Cons It is incredibly complicated to learn to use it, it took me about a month to feel confident navigating it, it is huge! Review Source RJ Rebecca J. Sr Manager Information Technology and Services Used the software for: 2+ years ### "Great platform for managing customers and customer service" November 30, 2023 4.0 Pros Easy to track communications with customers and sync it with the company org for full visibility into the customer's account Cons I haven't use it to its full capabilities to understand what could work better Review Source Krishna Kashyap Y. Mobile Learning Specilaist Medical Devices Used the software for: 2+ years ### "Best cloud CRM tool in the marlet." December 4, 2019 5.0 Major help is that it helps to streamline workflows with customers and in turn helps us to deliver fast and efficiently. Pros Service cloud helps us to automate the service process, streamline workflows and improve the sales rep experience. The best part is that it connects one-to-one with every customer and easily accessible by the mobile devices on the field or anywhere. Cons There is a little bit of leanring curve involved in it but other than that this is great to have insights of customer and better deliver. Review Source VR Verified Reviewer Sales Engineer Computer Software Used the software for: 2+ years ### "Cream of the Crop" November 27, 2018 5.0 Pros Salesforce is the the tool that everyone should use. You name it it can do it. The data that it can produce can take business to new levels, the insights between sales and support systems again help massively when integrated together. No copying, no syncing its just there. Cons Getting setup isn't something you do yourself it needs experts to get the most from it so can get costly fast. For inexperienced users it can be tough to get used to how it works and its "quirks". Review Source Milthon R. CEO Leisure, Travel & Tourism Used the software for: 6-12 months ### "Good software but be carefull" August 9, 2018 4.0 I have had a good experience using the software but It took me a long time to adapt Pros It is a very good software because it has many functionalities for those experts in marketing, sales, operations and advanced client management. I love the way you can see your potentials, probabilities and so on. It allows you to have a clear and definitive idea of the state of your business as well as your sales in general as well as your work team. Cons The problem with this type of software is that it is VERY expensive for what we receive, besides that its interface I understand that it is very old and complicated for a company with so much technology at your fingertips, when buying your products you must buy them separately and according to your needs but I think they should make it easier for the public Review Source VR Verified Reviewer Team Lead and L1 Technical Support Engineer at Instructure Used the software for: 2+ years ### "Salesforce the ticketing system" April 13, 2018 5.0 The benefits I get from using salesforce are exceptional. I am able to check on my days off what I need to look into when I get to work. I can see if a client has replied to my inquiry or if they are still getting more information for me. Pros I love how easy it is to track what is going on with incidents as a user. I am able to share case numbers with my colleagues and they are able to view events with me. Cons I wish there was a decent mobile interface. Each time I try and access on a mobile device it is very hard to navigate. Review Source VR Verified Reviewer DSM Retail Used the software for: 2+ years ### "Adaptable " December 6, 2022 5.0 Pros Salesforce is an excellent tool for business. It can be adapted and adjusted to fit your needs. It is easy to use and simple to train the users on using the tool. You can have several different business tools available depending on your needs. Cons Training for the administrators was cumbersome and time consuming. Review Source VR Verified Reviewer Tech Lead Information Technology and Services Used the software for: 2+ years ### "All in one solution for all support needs. " August 18, 2022 5.0 No alternative for now. Pros I love almost all the features of service cloud especially recent additions like salesforce voice and FSL, with the adoption of FSL, customer site visit scheduling got better. Cons Nothing to dislike, eventhough FSL is an Salesforce service cloud solution integration of FSL with Salesforce service cloud is not that good at the moment. Review Source Russell C. Email Developer Religious Institutions Used the software for: 2+ years ### "Great marketing service for any team" May 2, 2018 4.0 We have been able to run a lot of successful campaigns because of this service. Pros It's enjoyable that you can run almost any type of campaign from salesforce. It's a powerful tool that can be customized for almost any campaign or company. Cons Customer service. It's really bad. We tried calling for an urgent issue we were experiencing. There were dead-end routes that would just hang up on you. It was impossible to find someone to help or actually had the ability to resolve your issue. Review Source JAM Juan Andres M. Administracion de Empresas Information Technology and Services Used the software for: 1-2 years ### "Es lo que buscaba" July 18, 2023 4.0 Pros es un programa muy completo, con herramientas que toda compañia necesita. Cons se puede tornar lento pero esto depende del dispositivo donde este instalado. Review Source NkC Naga kiran C. Software engineer Computer Software Used the software for: 2+ years ### "Salesforce service cloud the life saviour" February 10, 2023 4.0 Pros It’s very good and easily configurable and since it’s cloud based so easily accessible Cons License is not costly and then live support agent is not that easily configurable Review Source EH Eslam H. Customer Service Specialist Outsourcing/Offshoring Used the software for: 1-2 years ### "The best option for data analyzing " May 30, 2023 5.0 Pros Easy to use, manageable, makes you see every detail to use it in order to assist our customers. Cons It needs to be developed more, more options, and get updated all the time. Review Source César E. ASSOCIATE Institutional & VC Banking Used the software for: 1-2 years ### "Salesforce is the top for my company sales strategy. I love it!" February 4, 2023 5.0 The overall experience is excellent. Pros I love the capacity to have all the documents and data in there. Is a all in one tool that you must have in your organization. Cons I think is a bit expensive and difficult to use at first. Switched from [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Hubspot is so simple. Review Source VR Verified Reviewer Sales Systems Lead Internet Used the software for: 2+ years ### "The go-to CRM" August 3, 2018 5.0 Pros From an end-user perspective, it's nice to have complete records of people, companies and deals all in one place. Lots of reporting and analytics capabilities as well. From an administrative perspective, there really isn't much you can't do with the platform. Cons Page layouts can sometimes get cumbersome with all the info displayed. As an admin, there are definitely times where you feel like some aspect of configuration should be much simpler than it really is. Review Source VR Verified Reviewer Customer Success Specialist Used the software for: 2+ years ### "Great software to use for tracking sales operations including lead tracking, sales notes n forcastes" July 30, 2018 5.0 This job makes my life easier to track notes and things going on with leads and accounts within the organization. Without the software it would be very difficult to do my job on a day to day basis. Pros I like the ability to use the software via the web from any computer. Also, the ability to integrate with many other softwares including click to dial and others. Cons The cost would probably be the only thing that I would consider to be a downfall of this software as I believe it can get kind of spendy. Review Source Antonello B. cultivator Farming Used the software for: 1-2 years ### "decent" May 16, 2023 3.0 Pros its good for start up and small business ceos who need a little more info Cons Its only good for startup companies in my humble opinion Review Source Genesis G. Marketing Specialist Marketing and Advertising Used the software for: 1-2 years ### "Salesforce Service Cloud Review" March 4, 2023 5.0 Pros Easy to use and customizable for the specific needs of our company and it's good for uploading documents. Cons Sometimes when you are filtering and errors comes up. Review Source Remanuel A. Customer Support Officer Information Technology and Services Used the software for: 1-2 years ### "Best way to control your sales opportunities" February 13, 2023 5.0 Pros Salesforce offers the best way to control your sales and the best thing it's in the cloud. Cons Difficult to run reports to present in meetings. Review Source NK Naleen K. Analyst Information Technology and Services Used the software for: 2+ years ### "Great HR Ticketing/Management Tool " February 22, 2023 5.0 Pros I my organization payroll and finance team mostly use this application. Great tool to manage personnel records and it gets integrated with other HR tools like SAP. Cons Interface needs to be improved and looks outdated. Review Source Silas M. Ceo Computer Software Used the software for: Less than 6 months ### "Efficient call center" November 29, 2022 5.0 Pros We reduce costs and increase efficiency with Service Cloud with powerful automations. Cons A bit expensive. There are cheaper options on the market, but still worth all its value. Review Source BF Brandy F. Referrals Specialist Insurance Used the software for: 2+ years ### "Salesforce Has a great User Interface but we do tend have a lot of technical issues with it daily." August 30, 2022 3.0 Overall experience with salesforce has not been the best. If the glitches were worked out I might like using it more. Pros I love that it makes task much easier to complete when its working correctly Cons The constant glitches and technical issues Review Source Giorgi G. Used the software for: 2+ years ### "Smartly-designed CRM software" November 11, 2016 5.0 Generally speaking, I didn't have much first-face experience with the SalesForce coming from the fact that I have only helped few organizations of implementing Salesforce in their daily tasks. Coming from that I can say that I know the cons and pros of this system. Starting from the Pros, I'd first say that advantages of this system is far more superior and larger in quantity that its disadvantages. Starting from the designed, Salesforce has professionally arranged user-friend design, which is also expressed in its easy customization. Salesforce does not require you to have some advanced skills of programmer to adapt it to your business organization needs. Moreover, the big advantage of its systems is the accessibility through the mobile devices. Furthermore, what I love is its new (relatively) feature of multi-tab designs that makes it possible to work with few applications together. And finally, if you seek any kind of support from Salesforce guys you can find them anywhere. It's been a huge advantage during my initial adaptation to the system. As for the cons, the biggest concern I have heard from my organizations has been the relatively high prices in comparison with other CRM platforms. Otherwise, I did not face any difficulties nor I have heard them from organizations in terms of Salesforce use. All in all, if an organization can afford the prices, I doubt that there will be any dissatisfaction with using Salesforce. Review Source Matt "Griff" K. Sales Representative at Geist, a division of Vertiv Information Technology and Services Used the software for: 2+ years ### "Needs improvement" October 11, 2018 4.0 Pros The ability to track opportunities in a pipeline. Setting up reports is also nice and level of customization that can be achieved is helpful. Cons You need a person who acts as a Salesforce developer and admin to make sure everything works. You are limited to workflows based on your level of licensing. Reports are not always easiest to create and even when opportunities meet the criteria they are left out for no apparent reason. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.