Pega CRM vs Salesforce Service Cloud comparison

"Pega offers a clear parent-child case relationship that's easily created and maintained. Dependencies can be configured, where reaching a specific stage in a parent case automatically triggers a child task in a child case, while the parent case remains on hold until a certain condition is met before moving forward. This configuration allows multiple users to work on cases in parallel. Many of these settings are readily available within Pega case settings. Overall, Pega's case management is unparalleled compared to other options."

"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 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."

"The product's deployment phase was easy."

"The complexity of the solution is very less."

"We use Salesforce Service Cloud for lead management and opportunity management."

"It is a stable product."

"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."

"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."

"The product's initial setup phase was straightforward."

"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."

"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."

"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 disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."

"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"

"The UI is lagging and needs to be improved."

"The UI should be improved."

"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 main concern for me revolves around the speed of certain integrations."

"The solution’s user interface could be improved."

"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."

"The solution’s user interface could be improved and enhanced."

"There is room for improvement in pricing."

"The pricing of the solution can be made cheaper."

"The governor limits are a troubling feature of Salesforce"

"Salesforce Service Cloud's report functionality could be improved."

"The pricing is on the higher side."

"We have numerous uses of the solution in our organisation. Almost 72 applications are integrated with Pega CRM, and some of them are shutting down for various reasons including the high licensing costs. There is a strong focus in the market and offices on cost reduction."

"It is expensive."

"The tool is pretty expensive."

"The price of the solution depends on how many users need access to it"

"The solution is priced at 50 dollars a month per user."

"The price is too expensive."

"The licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."

"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."

"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."

"I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."