We performed a comparison between Pega Robotic Process Automation and Salesforce Service Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about UiPath, Microsoft, Automation Anywhere and others in Robotic Process Automation (RPA)."We have a very large operational team and we are able to avoid mistakes and ensure accuracy and speed using Pega."
"It helped cut short the release cycle by almost 40% compared to the previous solution."
"The most valuable features are the loops to lookup tables to read the data."
"Pega is very mature. It's very old. They have grown with time, and they have learned. Other robotic process automation solutions are basically focused on only doing the automation, whereas Pega also gives you a workflow system so that you can create a workflow."
"Pega Robotics offers all the required features to build end-to-end process automation like any other similar tools. It's unique development style using data line and control flow line makes it easy to debug through the flow."
"The most valuable aspect for myself was access to the .net framework. If I couldn't figure something out using the objects that they had provided, I could bring in the .net objects and do so using similar logic that I would in a .net or C sharp coding language. Having that familiarity was helpful."
"The solution's automation handling capability has positively impacted the overall automation process in my experience."
"Pega Robotic Process Automation's most valuable feature is that it is robust. Additionally, they have plenty of online documents that are good and Pega Academy is helpful, they are doing a great job. They give training on practical use cases. They take domain use cases, and they are great."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"It's a cloud tool, so it is easy to set up."
"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."
"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."
"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 most valuable feature of Salesforce Service Cloud is its ease of use."
"The product's initial setup phase was straightforward."
"The interface is quite user-friendly."
"The OCR capabilities of the solution could be improved."
"Excel connectors need to be improved as there are a few connectors in Excel areas."
"I feel like it doesn't get updated frequently enough. There aren't a lot of new features or a clear roadmap for future improvements."
"It is still a niche skill and resources are scarce in the market unless big IT companies are involved."
"In Pega, the UI has to be improved because that is the most challenging area that most of our customers ask for because we have to depend on some other React JS or some other tool to bring that kind of UI experience. So, there is a lot of room for improvement in terms of UI and UX."
"The new players such as UiPath and ABBYY are moving very quickly, but Pega is not. I'd definitely like to see Pega doing a few more interesting things on the AI or machine learning front so that we can use the platform for multiple things."
"I have faced many scenarios in the business workflow, where a few applications run on the Citrix environment. That could be a critical part of the process without which business won't be able to accept the automation solution. Because of one small bottleneck, you will lose a very good candidate for process automation."
"You cannot use a two-dimensional array to read the data."
"Salesforce Service Cloud's report functionality could be improved."
"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."
"The integrations with other solutions can be improved."
"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."
"The documentation could be improved."
"The pricing of the solution can be made cheaper."
"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."
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Pega Robotic Process Automation is ranked 9th in Robotic Process Automation (RPA) with 22 reviews while Salesforce Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 39 reviews. Pega Robotic Process Automation is rated 7.6, while Salesforce Service Cloud is rated 8.6. The top reviewer of Pega Robotic Process Automation writes "Great for UI creation, helpful support services, and reliable". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Pega Robotic Process Automation is most compared with UiPath, Blue Prism, Automation Anywhere (AA), Microsoft Power Automate and Pega CRM, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI.
We monitor all Robotic Process Automation (RPA) 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.
