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Salesforce Service Cloud Reviews

About Salesforce Service Cloud

The worlds #1 customer service platform, empowers every service employee with the innovative tools, and unified data.

Learn more about Salesforce Service Cloud

Pros:

Salesforce is a powerful swiss army knife, with plenty of features and capabilities to cover a multitude of use cases.

Cons:

Sometimes is a little bit confusing on the new front end.

Salesforce Service Cloud ratings

Average score

Ease of Use
4.1
Customer Service
4.2
Features
4.4
Value for Money
4.2

Likelihood to recommend

8.1/ 10

Salesforce Service Cloud has an overall rating of 4.4 out 5 stars based on 779 user reviews on Capterra.

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Gamze
Gamze
Data Scientist in Türkiye
Verified LinkedIn User
Financial Services Software, 10,000+ Employees
Used the Software for: 6-12 months
Reviewer Source

Great for Service Management

5.0 9 months ago

Comments: Overall, although costly, a great tool to maintain service management data sets.

Pros:

We can easily manage all the service data thanks to this tool.

Cons:

It does not support small sized services, which is not great for our operation.

Mason
Sales in US
Information Technology & Services, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

User friendly

5.0 12 months ago

Comments: 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.

Verified Reviewer
Verified LinkedIn User
Retail, 11–50 Employees
Used the Software for: 1-5 months
Reviewer Source

Many features and ability- but required long time to study

3.0 last year

Pros:

It was very easy to use many for contact management in addition to plug-ins that existing

Cons:

Reporting and use plug-ins or customise. The experience was much more difficult.

Jack
Senior Associate Attorney in US
Law Practice, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Everything You Need in One Place

5.0 3 months ago

Comments: Salesforce has simplified case management for me and my entire firm. We can track all issues and set reminders for all deadlines.

Pros:

It incorporates all the data and information needed to manage cases and clients.

Cons:

I wish that it could be a little more customizable so I don't have to deal with all of the features that aren't relevant to my cases.

Alex
IT Development Architect in UK
Government Administration, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Councils use of service cloud

5.0 last year

Comments: Has been an excellent way to transform business processes and modernise our technology stack.

Pros:

Versatility to use for different requirements. Preconfigured solutions for our purposes

Cons:

Very difficult to move away. Cost is high.

Jeffrey
executive director in US
Nonprofit Organization Management, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

A bit of an investment, but well worth it if fully utilized.

5.0 2 years ago

Comments: Once we decided to make the investment in Salesforce, we were 100% behind implementation for all of our CRM needs. There can be a learning curve but once learned, we can do everything we need to stay connected to our donors.

Pros:

The best thing about Salesforce Service Cloud is that it is fully customizable. It is the only CRM software we need.

Cons:

The upfront cost is more than other programs.

Ashkan
Wns global services in India
Accounting Software, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Salesforce review

5.0 4 months ago

Pros:

Salesforce Service Cloud is its powerful automation and AI-driven features, like Einstein AI, which enhance customer service efficiency.

Cons:

What I liked least about Salesforce Service Cloud is its steep learning curve, particularly for new users

Luciana
Luciana
Client Partner in Portugal
Verified LinkedIn User
Marketing & Advertising, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

The ultimate tool for sales and CRM

5.0 8 months ago

Pros:

I love how customizable it can be and how it makes sales and management life’s easier. Perfect as a information center and also pipeline visibility tool.

Cons:

It’s not intuitive at all. Training is necessary.

Quishea
Financial Forms Processor in US
Financial Services Software, 501–1,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Great tool with few issues

5.0 3 months ago

Comments: Overall, Salesforce is a reliable solution that improves customer service workflows once fully put in place. I enjoy using it at my current company. It allows us to utilize many important apps and services.

Pros:

Salesforce offers excellent tools for case management and it great to use with other platforms. I use it to manage customer cases in a financial setting.

Cons:

It has a learning curve, especially for those who are not used to using software like this. It can take a lot of time to customize to your liking and needs. It can also be very expensive.

leonard
Product Manager in US
Electrical/Electronic Manufacturing, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Salesforce gets 5 stars

5.0 4 months ago

Comments: Very positive experience. Super collaborative with multiple reps and management functions. Excellent reports and summaries. Customer detailed information at my fingertips.

Pros:

Very powerful, easy to use, intuitive and well supported. A lot of information well organized and sorted. Excellent reports.

Cons:

Nothing. It's one of the most error free/bug free applications I have ever used,

Cassandra
Marketing Specialist in Canada
Telecommunications, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Salesforce - A must for CRM

5.0 2 years ago

Comments: 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

Kremena
Executive Assistant in Bulgaria
Executive Office, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Transformative CRM Solutions with Salesforce Cloud

5.0 5 months ago

Pros:

Customization: Highly customizable to fit specific business needs. Integration: Integrates with over 1,000 other platforms1. Lead Management: Excellent lead management and scoring features1. Reporting: Powerful and comprehensive reporting tools2. User-Friendly: Easy to set up and use

Cons:

Cost: More expensive than some competitors1. Complexity: Can be complicated to set up and maintain.

Eric
Salesforce Administrator in US
Banking, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

SF Service Cloud rules

5.0 4 months ago

Comments: i've been in the SF real for about 12 years and love it. It's always growing and always challenges to learn

Pros:

Highly customizable to suit business needs. Ease of use.

Cons:

The cost of SF licenses can be prohibitive. Sometimes the need to hire experts is there and expensive.

Courtney
Client Success in US
Banking, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Salesforce Service is a Good one

5.0 8 months ago

Pros:

It is a really good tool with customers. Very easy to navigate

Cons:

There is nothing to not like about salesforce it is there to help

Heather
Order Management in US
Automotive, 5,001–10,000 Employees
Used the Software for: 1+ year
Reviewer Source

Salesforce! Great TOOL All-around!

5.0 last year

Comments: 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!

Rebecca
Sr Manager in US
Information Technology & Services, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Great platform for managing customers and customer service

4.0 last year

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

Aseel
Account in Yemen
Accounting Software, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Egypt

5.0 2 years ago

Comments: I found integration in Salesforce's business processes because it made it easier for us to use many of the features it contains, which helped us a lot in the organization's work and helped in its success, development, and completion of its practical and functional tasks in a short and fast time, and also that it is easy to use and practice, and it contains easy windows and easy to learn and get used to After experiencing it, it is really something special ، great program.

Cons:

Salesforce has a rather high price, and we hope that its price will be reduced slightly, as it helps us a lot and is relied upon in various matters to carry out the functional process in the company and because it has facilitated the use of many of the features that it contains, which helped us a lot in the work of the organization and helped in its success and development.

Shelby
QA & environmental manager in UK
Pharmaceuticals, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Salesforce service cloud

5.0 2 years ago

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.

Weronika
Manager in Poland
Furniture, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Salesforce Service Cloud

5.0 2 years ago

Comments: 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.

Shellene
Team Lead in Jamaica
Consumer Services, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Great for luxury brands

4.0 2 years ago

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

Verified Reviewer
Verified LinkedIn User
Computer Software, 501–1,000 Employees
Used the Software for: 1+ year
Reviewer Source

optimizes customer services

3.0 2 years ago

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

Antonello
Antonello
cultivator in US
Verified LinkedIn User
Farming, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

decent

3.0 2 years ago

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

Trevor
Logistics Sales Representative in US
Logistics & Supply Chain, 11–50 Employees
Used the Software for: 1-5 months
Reviewer Source

Had to back out from using this product.

3.0 2 years ago

Comments: I have heard good things about it, but if we are going to spend what it takes to have these features, we expect to have an accessible support team to get it up and running to our required specifications. We did not have that experience and hence had to back out of our signing with Salesforce.

Pros:

Didn't really get a chance to use it. Once we purchased the tech, we ran into some issues and the support and IT teams seemed to abandon us.

Cons:

Ran into some early operational issues, which I assume are easily remedied, but we never got the chance because the support team seemed to not want to help at all so we backed out of our purchase of this product.

Kristina
Marketing Cloud Administrator in Serbia
Media Production, 201–500 Employees
Used the Software for: 1-5 months
Reviewer Source

Easy, time-saver and intuitive

5.0 last year

Pros:

Great platform, easy to use for all users. It's interesting to work in Service Cloud because of lot of great features. I like the fact that we can integrate it with Marketing Cloud and target leads we captured in Service Cloud.

Cons:

Nothing comes to my mind at the moment.

Ahmed
Medical representative in Egypt
Pharmaceuticals, 501–1,000 Employees
Used the Software for: 6-12 months
Reviewer Source

It makes our work easier

4.0 2 years ago

Pros:

simple to use , no crashes and amazing animations

Cons:

there is a very annoying updates day by day