Pega CRM vs Salesforce Service Cloud comparison

"The solution is very easy to use."

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

"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."

"The product's deployment phase was easy."

"The case management feature is really valuable."

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

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

"It integrates with all our platforms, providing a comprehensive view of the customer."

"The complexity of the solution is very less."

"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."

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

"We used Salesforce Service Cloud for CRM (customer relationship management) cases and general sales cases."

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

"We are very happy with the support team from Salesforce."

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

"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 UI is lagging and needs to be improved."

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

"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."

"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."

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

"They should enable the data-driven streaming feature inside it."

"The UI should be improved."

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

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

"Reporting 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."

"I would like to add some bot features."

"The governor limits are a troubling feature of Salesforce"

"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."

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

"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 pricing is on the higher side."

"Salesforce Service Cloud is a bit expensive."

"Salesforce is very cost-effective."

"Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions."

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

"Salesforce Service Cloud is a highly expensive solution"

"The tool is pretty expensive."

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

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