Pega CRM vs Salesforce Service Cloud comparison

"The case management feature is really valuable."

"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."

"It also reduces the duration per call, and it ensures a first time resolution of the issue."

"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."

"The solution is very easy to use."

"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."

"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."

"The complexity of the solution is very less."

"With Salesforce Service Cloud, customers can have end-to-end visibility from inquiry to delivery."

"Salesforce accelerates time to market and streamlines workflows through automation. Integrating with other software systems, such as HR or ERP platforms, allows for seamless data exchange and enhances efficiency."

"The main benefit of Salesforce Service Cloud is that everything is in the cloud. We can track the entire customer journey from lead to account or opportunity. The CRM is in the cloud, while the financial transactions are in NetSuite. By integrating these applications, we get a complete view of the business. Some integrations are event-driven, while others are batch integrations that run at scheduled times. We also build reports using our in-house analytics tool to help leadership make decisions."

"The most valuable feature of Salesforce Service Cloud is its ease of use."

"In terms of visibility to my boss and the team, it does help a lot."

"The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."

"The most valuable feature of the solution is the traceability of actions."

"The UI should be improved."

"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."

"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 solution has room for improvement around decisional and real-time data analysis."

"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."

"Since customization can increase the cost from an implementation standpoint, we focus on showcasing Service Cloud's built-in features and possibilities."

"The solution could continue improving its artificial intelligence capabilities."

"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."

"It is kind of a struggle to get a report that shows something you want it to show."

"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."

"There is room for improvement in pricing."

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

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

"Only enterprise businesses can afford the solution, and small companies cannot afford it."

"The price is too expensive."

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

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

"Salesforce is very cost-effective."

"Salesforce is not a cheap product. It can be expensive."

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