We use Salesforce throughout the business as a CRM, sales lead funnel management. The users who use service cloud manage customer support, cases, and use it for knowledge management. It also integrates with our ERP (Oracle) and our phone system (inContact) for intelligent routing and screen pops.
Case management and interface is a bit outdated. We do need a lot of information presented but it does not do a good job allowing us to highlight the important things, but still leaving detail available.
Performance can fluctuate in a shared environment.
Omni channel functionality is buggy and is unreliable. Sometimes cases get stalled in assignment even if agents are available.
I would not recommend this for small companies looking to do support. Too many functions and highly customizable, but requires experts to get the full power out of it. But for medium to large businesses who want to also integrate CRM data with support, it is a great solution.