We performed a comparison between Pega CRM and Salesforce Service Cloud based on real PeerSpot user reviews.
Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"The solution is very easy to use."
"It also reduces the duration per call, and it ensures a first time resolution of the issue."
"One of the most valuable features of Pega CRM for our team's productivity is its ease of setup, thanks to its configuration-driven approach."
"The case management feature is really valuable."
"The product's deployment phase was easy."
"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."
"It is a stable product."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."
"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."
"The most valuable feature of the solution is the traceability of actions."
"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."
"There is an out-of-the-box feature for reporting and analytics"
"The interface is quite user-friendly."
"For many of the clients, they have a separate system or separate layer of UI and a separate layer of the business rules engine, which Pega has taken care of in the recent releases."
"The UI is lagging and needs to be improved."
"The UI should be improved."
"They should enable the data-driven streaming feature inside it."
"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."
"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."
"The solution has room for improvement around decisional and real-time data analysis."
"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."
"The pricing of the solution can be made cheaper."
"The solution’s user interface could be improved and enhanced."
"The product's high price is an area of concern where improvements are required."
"The documentation could be improved."
"We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The pricing for what Salesforce Service Cloud offers is not great."
"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."
Pega CRM is ranked 7th in CRM Customer Engagement Centers with 10 reviews while Salesforce Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 43 reviews. Pega CRM is rated 8.0, while Salesforce Service Cloud is rated 8.6. The top reviewer of Pega CRM writes "Case management feature is valuable but the pricing is expensive". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Pega CRM is most compared with Pega Robotic Process Automation, Microsoft Dynamics CRM, Siebel CRM, Genesys Cloud CX and Salesforce Sales Cloud, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI. See our Pega CRM vs. Salesforce Service Cloud report.
See our list of best CRM Customer Engagement Centers vendors.
We monitor all CRM Customer Engagement Centers reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
