Salesforce Service Cloud
Reviews
Star rating
Rank in Customer Service Automation
Pros and cons
Pros
- Ease of Use
- Features
- Case Management
- Efficiency
- Helpful
- Automation
Cons
- Complexity
- Learning Curve
- Steep Learning Curve
- Expensive
- Missing Features
- Complex Usability
Traffic & LLM citations
Source: G2 review data
Winning from
Losing to
Key stats
Adoption by company size
| Segment | Share of reviews |
|---|---|
| Small Business | 19.6% |
| Mid-Market | 42.6% |
| Enterprise | 37.8% |
Quarterly history
| Quarter | Reviews | Star rating |
|---|---|---|
| 2024 Q4 | 302 | 4.6 |
| 2025 Q1 | 25 | 4.5 |
| 2025 Q2 | 15 | 4.6 |
| 2025 Q3 | 16 | 4.5 |
| 2025 Q4 | 1,508 | 4.4 |
| 2026 Q1 | 54 | 4.4 |
| 2026 Q2 | 135 | 4.4 |
| 2026 Q3 | 1,088 | 4.3 |
Satisfaction ratings
What reviewers say
Atención estable y ágil con IA, aunque los reportes podrían ser más intuitivos
“Me gusta la estabilidad de Agentforce Service y cómo distribuye las cargas de trabajo entre los agentes de servicio. También valoro que sus agentes de inteligencia artificial den soporte a los clientes las 24 horas, respondan sus dudas y resuelvan casos sin tener que escalarlos a”
Clean, Easy Timesheet Management in Salesforce
“We mainly use Salesforce for our on-shore timesheet management. It provides a very clean UI that makes it easy to keep my timesheet up to date.”
Easy Client Indexing, But Hard to Recommend
“I find Agentforce Service easy to use. I value the client indexing, which indexes and keeps track of all the client information. The initial setup was very easy.”