--- title: "Salesforce Service Cloud Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Salesforce Service Cloud. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Salesforce Service Cloud is a good fit for you!" source_url: "https://www.softwareadvice.com/crm/service-cloud-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Customer Service Software](https://www.softwareadvice.com/crm/customer-service-comparison/) / [Salesforce Service Cloud](https://www.softwareadvice.com/crm/service-cloud-profile/) / Salesforce Service Cloud Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/crm/service-cloud-profile/) Reviews [Alternatives](https://www.softwareadvice.com/crm/service-cloud-profile/alternatives/) # Salesforce Service Cloud User Reviews ## Reviews summary - Overall rating: 4.5/5 - Total reviews: 832 ### Secondary ratings - Ease of use: 4.1/5 - Customer support: 4.3/5 - Value for money: 4.2/5 - Functionality: 4.4/5 ### Rating distribution - 5 stars: 483 reviews (58%) - 4 stars: 277 reviews (33%) - 3 stars: 56 reviews (7%) - 2 stars: 14 reviews (2%) - 1 star: 2 reviews (0%) ### Most mentioned pros - I have experience using Salesforce Service Cloud to manage customer interactions, track cases, maintain accurate records, and support day-to-day workflow management. - What I liked most about Salesforce Service Cloud was its ability to centralize customer information, communication history, and case management in one place. - I also appreciated the customizable dashboards and reporting features, which helped track performance, identify trends, and prioritize work efficiently. ### Most mentioned cons - It does not allow multiple uploads at once on the cloud platform, and the download selection is not the most convenient way to navigate. - Some of the call management can be difficult, especially interfacing with things like Jabber. - The only cons which affected me is its pricing, its bit costly. If the cost might have been bit low then it would have no cons i guess. ## Salesforce Service Cloud customer reviews Showing reviews 1-25 of 832 (page 1). ### Great software - Overall rating: 4/5 - Reviewer: Claire E. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used daily for less than 2 years - Reviewed: August 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Good, like the software and all of the development it’s had over the years. Simple to use and keeps everyone updated #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Really simple to have all customers details and support needs in one place. Great how it sends a query to the right person based on skill set #### Cons If there is any downtime or issues with the system, this effectively brings the customers support requirements to a halt --- ### Best Service Tool on the market. - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Food Production - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: April 2026 - Review source details: This review was submitted organically. No incentive was offered Overall, it has been the best service tool I have ever used. While having extensive experience in Salesforce, I found it quite easy to configure. It was primarily used for a ticketing system with metrics, notifications, and dashboards to report on all seamlessly. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Insanely powerful Service tool. Between the chat functionality, call management, security, use cases for small to large businesses, and its high level of customizability...it's hard to beat this. While it does come at a premium cost, the sky is the limit with what it can do. #### Cons If you are not well versed in Salesforce administration, this tool can be overwhelming to jump into. It is a separate component from Sales/Commerce cloud, but integrates beautifully. It just takes some high level work to create the perfect package. #### Reasons for switching to Salesforce Service Cloud Already was a Salesforce shop. It made sense to bring everything under one roof. --- ### Making Sales or Forcing Sales: Salesforce - Overall rating: 2/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Entertainment - Company size: Self-Employed - Product usage: Used monthly for less than 2 years - Reviewed: March 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, I'm likely to leave Salesforce due to how AI has pushed out everything I had appreciated about ti before. It still feels unnatural and even unhelpful. #### Ratings breakdown - Ease of use: 2/5 - Value for money: 2/5 - Customer support: 3/5 - Functionality: 2/5 #### Pros I like that Salesforce feels like a dedicated customer service system with features to maintain a steady backlog of archived tickets and correct problems. #### Cons Now, I dislike their overreliance on AI agents when in the past, it never needed it. This feels unnecessary and overbearing more than ever. --- ### CRM in the 21st Century - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Facilities Services - Company size: 10000+ employees - Product usage: Used daily for less than 2 years - Reviewed: September 2026 - Review source details: This review was submitted organically. No incentive was offered I've had a great experience with Salesforce Service Cloud. It is much better for the customer as well as my team to use it rather than things like Outlook #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The ease of use of Service Cloud is amazing. Very user friendly, and I'm able to get new employees up to speed in typically less than a week #### Cons Some of the call management can be difficult, especially interfacing with things like Jabber. However, we have mostly figured it out --- ### One of the best, if you have the money. - Overall rating: 4/5 - Reviewer: Vershley J. - Verified reviewer: Yes - Industry: Computer & Network Security - Company size: 2-10 employees - Product usage: Used weekly for more than 2 years - Reviewed: June 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Very good service system for big enterprises specially if they have the money to afford the interesting features. Nevertheless it's one of the biggest players in this category. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros Very simple to set up, even creating a new fields does not require much technical experience. Most of the configurations can be done via configurations super fast. #### Cons Has a lot of features but each time require additional licenses to activate them. Like knowledge base has a very basic feature but if you want more this is were you need to pay additional fees. #### Reasons for choosing Salesforce Service Cloud We already had Salesforce sales cloud, we wanted one platform to have everything. --- ### Experienced professional user - Overall rating: 4/5 - Reviewer: Olga D. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: Self-Employed - Product usage: Used daily for more than 2 years - Reviewed: January 2026 - Review source details: This review was submitted organically. No incentive was offered Overall it's a great system for completing comprehensive medication reviews efficiently, however, there is room for improvement. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros It is reliable and able to store a vast amount of information for high volume of patients and offers great scheduling feature. #### Cons I don't like how it's inefficient in the way it displays information where it's not customizable enough for only focusing on essential info without scrolling and switching tabs. #### Reasons for switching to Salesforce Service Cloud The company I work for decided to make the switch to streamline services. --- ### Great for support team but takes time to learn - Overall rating: 4/5 - Reviewer: Harshul S. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: March 2026 - Review source details: This review was submitted organically. No incentive was offered Overall my experience has been good. It’s is a strong tool for managing customer support and the keeping everything organized. Once you get used to the system, it’s smooth and helps speed up the work. It reduced a lot of manual tasks for us and it made it easier to track customers issues. There are a few things that take time to learn, but after that it works well day to day. It’s not perfect but it’s is very reliable and definitely helps with the support work. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros The best thing for me is how everything is in one place. Tickets, calls, customer history, all of it shows up right away so you don’t waste time searching. The automation helps lot too, like routing cases or sending updates without me doing manually. The interface clean once you learn it, and it easy to track customer issues from start - finish. It also integrates well with other tools, which saves a lot of time. #### Cons The biggest downside is the learning curve. It takes really a while to understand where everything is and how the workflows actually work. Some settings are so deep and you have to click around too much. It can feel slow a t times when switching between tabs. Also the customization is powerful but kinda overwhelming if you not used to Salesforce. And the pricing can get high if you need extra features.one thing I dislike more then anything is that it doesnt auto refresh so if there is an update on case you might miss it --- ### Easy to use - Overall rating: 5/5 - Reviewer: Kate L. - Verified reviewer: Yes - Industry: Machinery - Company size: 11-50 employees - Product usage: Used weekly for less than 2 years - Reviewed: August 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I have experience using Salesforce Service Cloud to manage customer interactions, track cases, maintain accurate records, and support day-to-day workflow management. I used the platform to organize information, document communications, and ensure timely follow-up on tasks. Overall, I found Salesforce Service Cloud to be a reliable and effective tool for improving organization, increasing efficiency, and delivering consistent customer service. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros What I liked most about Salesforce Service Cloud was its ability to centralize customer information, communication history, and case management in one place. Having a complete view of customer interactions made it easier to respond quickly, stay organized, and provide consistent service. I also appreciated the customizable dashboards and reporting features, which helped track performance, identify trends, and prioritize work efficiently. Overall, it improved collaboration, streamlined workflows, and enhanced the customer experience. #### Cons One of the biggest drawbacks was the learning curve, especially when navigating more advanced features or custom workflows. At times, the interface could feel overwhelming due to the number of available options, and some routine tasks required multiple clicks to complete. While the platform is very powerful, it can take time and training to use it efficiently. --- ### SalesForce Provides Clarity - Overall rating: 5/5 - Reviewer: Jeana T. - Verified reviewer: Yes - Industry: Mental Health Care - Company size: 201-500 employees - Product usage: Used weekly for more than 2 years - Reviewed: September 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, this has been a really helpful tool for providing clarity for our sales and enrollment teams, as well as for me as a leader. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros The best thing about Salesforce is that I can easily track trends and patterns within our sales team. It helps all of us see what is going well and what we need to work on. #### Cons I am not responsible for purchasing software, so I don't know how much Salesforce costs, but that seems to be a barrier within our company for how many people can have accounts, which is my least favorite thing about Salesforce. --- ### Salesforce - Overall rating: 4/5 - Reviewer: Livia X. - Verified reviewer: Yes - Industry: Non-Profit Organization Management - Company size: 51-200 employees - Product usage: Used weekly for more than 2 years - Reviewed: August 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall is still good. finance perspective the licensing and ongoing cost can be improved could even be better. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Case management transforms customer support into a proactive, efficient, and personalized experience, with complete end to end trail for follow up. #### Cons The user interface can sometimes be a bit complex, and user often need training to navigate its extensive features and workflows --- ### Great product, gives full customer information in one place - Overall rating: 5/5 - Reviewer: Drew C. - Verified reviewer: Yes - Industry: Banking - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: February 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Easy to navigate. There’s multiple ways to route cases, able to build out teams to handle work the cases. Console apps make it easy to access all information in one easy to navigate location. #### Cons Can take a little time for users to get used to the interface. #### Reasons for switching to Salesforce Service Cloud Product was a legacy system, that was being sunset --- ### Worth every dollar - Overall rating: 5/5 - Reviewer: Cassandra A. - Verified reviewer: Yes - Industry: Consumer Services - Company size: 11-50 employees - Product usage: Used daily for less than 12 months - Reviewed: March 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Fantastic! And definitely recommending it to everyone #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros It was easily trainable, able to be incorporated into our systems and customer service is great #### Cons Had a couple snags when first trying to integrate it #### Reasons for choosing Salesforce Service Cloud Better quality and customer service and ease of integration --- ### Streamline Your Customer Service with Salesforce Service Cloud - Overall rating: 5/5 - Reviewer: Imran H. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 51-200 employees - Product usage: Used weekly for more than 2 years - Reviewed: March 2023 - Review source details: This review was submitted organically. No incentive was offered My overall experience with Salesforce Service Cloud has been excellent. It has helped me improve my customer service and streamline my workflow, with intuitive software, excellent reporting tools, and top-notch customer support. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros The software is intuitive and customizable, with excellent reporting tools and seamless integration with other Salesforce products. #### Cons the least liked thing about Salesforce Service Cloud is the cost, which can be prohibitive for smaller businesses or those on a tight budget. #### Reasons for choosing Salesforce Service Cloud I wanted customer service software that was both intuitive and customizable. Salesforce Service Cloud fit the bill perfectly. Its reporting tools and integration with other Salesforce products made it a no-brainer for me. While the cost can be a factor for some, the benefits and ROI made it well worth the investment. Additionally, the top-notch customer support has been invaluable in helping me navigate any issues or questions I may have had. Overall, I highly recommend Salesforce Service Cloud for businesses looking to streamline its customer service and improve efficiency. --- ### Easy to implement, good data management - Overall rating: 4/5 - Reviewer: Shayla B. - Verified reviewer: Yes - Industry: Internet - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2022 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Keeping track of and following up with my clients was made easier, and I was able to see an overall picture of my month's performance thanks to the data it provided. Because of it, I am able to come up with innovative ideas for our company. When you create a solution that can be used almost indefinitely, you need to be able to scale it. There is no end to what can be done here. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Because I've been using it for six years, I've become accustomed to it. It's also easier to use when you have all the information you need about the lead, the firm, and your calling app all on the same page. The best aspect is that you'll have a lot of options when it comes to finding new customers for your business. You'll have no trouble seeing and pursuing the best prospects. #### Cons Sometimes it's hard to tell which information is helpful and which is negative since there's so much of it out there. It's difficult to gain hands-on experience with different options. #### Reasons for switching to Salesforce Service Cloud Trailhead's online training is a fantastic resource. When you have a difficulty, the community is always there to assist you out. There are several tools available to assist you in determining your company's requirements. --- ### It accelerates customer service and personalizes case management - Overall rating: 4/5 - Reviewer: Laura H. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: September 2023 - Review source details: This review was submitted organically. No incentive was offered Compared to our previous ticketing system, we now have more intuitive case routing based on statuses, escalations, queues, and other routing options. We're excited to shift our attention from solving cases to helping members with their immediate problems. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros With SAP ERP as the backend, Service Cloud serves as the customer service interface. Our Service Staff's ability to quickly and easily record and bill for Service Activity is the major function. #### Cons In order for Service cloud to function properly, too many technologies need to be incorporated. There are many features of Service Cloud that are unnecessary for our company. #### Reasons for switching to Salesforce Service Cloud As a result, we no longer need to maintain separate systems for our sales and customer care departments. We won't have to manually enter data into a central repository; instead, we'll have access to a wealth of data from which to draw when designing new systems. --- ### Salesforce in finance - Overall rating: 5/5 - Reviewer: Alex L. - Verified reviewer: Yes - Industry: Banking - Company size: 5001-10000 employees - Product usage: Used daily for more than 2 years - Reviewed: September 2025 - Review source details: This review was submitted organically. No incentive was offered Our workplace utilizes salesforce for client tracking and profiling. It’s very useful in data collection #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros Salesforce Service Cloud is a powerful, enterprise-grade platform that excels in security, ticket management, call management, and integration with sales processes. Its robust features and scalability make it ideal for medium-to-large businesses, but the high cost, complexity, and steep learning curve can be barriers for smaller organizations. #### Cons Customer support is adequate but limited for lower-tier plans, and occasional bugs may require technical expertise to resolve. For businesses seeking a comprehensive, customizable CRM with strong omnichannel capabilities, Service Cloud offers significant value, provided they can manage the investment and setup challenges. --- ### Salesforce Service Cloud Is Reliable and Accurate to Use - Overall rating: 5/5 - Reviewer: Lwin Mar W. - Verified reviewer: Yes - Industry: Transportation/ Trucking/ Railroad - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: August 2025 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Salesforce Service Cloud is the most reliable and accurate customer service tool. It is incredible when it comes to ticket management and call management. Salesforce Service Cloud gives us value for money. #### Cons Salesforce Service Cloud has an impressive interface. I do not dislike Salesforce Service Cloud at all. --- ### Open and shut cases in a matter of minutes!! - Overall rating: 5/5 - Reviewer: Zachariah G. - Verified reviewer: Yes - Industry: Transportation/ Trucking/ Railroad - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: May 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It has been a very great experience, and my cases have been solved very quickly, and I thank this software for that. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I really enjoy the fast response times, there is no delay in getting a message from customer service agents, the responses come in real time. #### Cons I cannot recall if there is a transcript save option. If there is not I definitely think there should be a way to set it up so once a case is closed an automatic email would send to your work email with the transcription. --- ### Intuitive and Effective! - Overall rating: 5/5 - Reviewer: Andreia S. - Verified reviewer: Yes - Industry: Education Management - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: April 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Positive and surprising in a good sense. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros It's easy and intuitive UI. Super effective and simple. #### Cons Sometimes it can get a bit slow but nothing too much. --- ### Amazing experience! - Overall rating: 5/5 - Reviewer: Yoel G. - Verified reviewer: Yes - Industry: Publishing - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: April 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. My overall experience with Salesforce Service Cloud was very positive. It’s a powerful and reliable tool that helped streamline customer service operations and improve response times. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros What I liked the most about Salesforce Service Cloud was how centralized and customizable the platform is. It allows for a full view of the customer journey, and the automation tools #### Cons Cons: What did you like least about Salesforce Service Cloud? What I liked least about Salesforce Service Cloud is that it can feel overwhelming at first due to its complexity and the number of features available --- ### Salesforce Service Cloud useful - Overall rating: 4/5 - Reviewer: Sachita B. - Verified reviewer: Yes - Industry: Information Services - Company size: Self-Employed - Product usage: Used monthly for free trial - Reviewed: November 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I used Salesforce Service Cloud for the certification course at Texas A &M I learned to build portals , websites etc #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Salesforce service Cloud is one of the powerful automation tools. It helps to do the case routing assignment and also the issue resolution can be automated, by freeing up agents to get more focus on bigger problems #### Cons Sales force service cloud sometimes connecting service cloud with other system can be challenging and the user has to have specialized training for knowledge to complete the job. --- ### Empower Customers with Self Service Tools for Greater Satisfaction - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used daily for less than 12 months - Reviewed: January 2025 - Review source details: This review was submitted organically. No incentive was offered It's Excellent experience with Salesforce self service portals which allow our customers to resolve issues on their own, which saves time and reduces the workload on our support team significantly. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros AI bots like Agentforce handle routine inquiries task automatically which saves our time and increase customers satisfaction. #### Cons Some of the more advanced features are only available in the higher-priced plans. --- ### Very Efficient - Overall rating: 5/5 - Reviewer: Shatema R. - Verified reviewer: Yes - Industry: Consumer Services - Company size: 51-200 employees - Product usage: Used monthly for less than 2 years - Reviewed: February 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I was able to do all of my training through this platform with ease. #### Cons I didn’t have a lot of cons because I’ve used it over a number of years with no issues. --- ### Service Cloud Review - Overall rating: 5/5 - Reviewer: Justin M. - Verified reviewer: Yes - Industry: Sporting Goods - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, Salesforce Service Cloud has been a huge improvement for our company compared to our previously used CRM. There are an incredible amount of options available to you to get the most out of the tool and it has become a critical piece of technology for our organization. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros Salesforce Service Cloud is a one-stop-shop for our business. It provides a well-organized customer list, allowing us to quickly reach our customers with important business updates. It also provides us a central location to house all of our internal and external training documents, with the ability to quickly and easily update them as things change. We are able to customize the look and feel to meet our business needs and have access to incredibly important data on our productivity, customer needs and internal development needs. #### Cons There is such a sheer amount of data available through Service Cloud, that it is best to have a team of knowledgeable Salesforce support teams members who are able to design the right layout and to access and share important information. --- ### Exceptional customer engagement tool - Overall rating: 5/5 - Reviewer: Barkha G. - Verified reviewer: Yes - Industry: Airlines/ Aviation - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2022 - Review source details: This review was submitted organically. No incentive was offered It is a very unique cloud-based help desk tool which is different from many other traditional softwares. We have been working on this platform for more than 2 years now and we have been able to complete our assigned tasks on-time with the help of advanced features of this tool. You can validate customer details and generate business reports as well through this cloud-based software. Overall, it is a very nice application and I recommend it to every organisation. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros This tool has multiple helpful features to connect with your clients remotely. It has got the best ticketing management system. The live chat features provided by Salesforce are super awesome and put your work at ease. The best thing about the live chat is you can see what the client is typing on their device so that you can be prepared for their question well in advance. Apart from that, you can also set automatic replies for faster resolution on the live chat. Customer Engagement becomes effortless with the help of technical features provided by this platform. #### Cons Sometimes, it becomes too slow and we face performance issues. I think they can make this software even more faster and responsive. Apart from that, the chat panel becomes slow when there are more than 3 active chats. ## More reviews [Next reviews](https://www.softwareadvice.com/crm/service-cloud-profile/reviews/?page=2) --- Salesforce Service Cloud Reviews, Pros and Cons - 2026 Software Advice