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Pega CRM vs Salesforce Service Cloud comparison

Pega and Salesforce are both solutions in the CRM Customer Engagement Centers category. Pega is ranked #7 with an average rating of 7.9, while Salesforce is ranked #2 with an average rating of 8.4. Pega holds a 9.4% mindshare in CCEC, compared to Salesforce’s 18.2% mindshare. Additionally, 100% of Pega users are willing to recommend the solution, compared to 96% of Salesforce users who would recommend it.
Pega CRM
Read 10 Pega CRM reviews
  • 237 Views
  • 176 Comparison Views
100% willing to recommend
Salesforce Service Cloud
Read 51 Salesforce Service Cloud reviews
  • 490 Views
  • 402 Comparison Views
96% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
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.

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To learn more, read our detailed Pega CRM vs. Salesforce Service Cloud Report (Updated: October 2024).
Buyer's Guide
Pega CRM vs. Salesforce Service Cloud
October 2024
Download the complete report
Helped 816,406 peers since 2012
 

Categories and Ranking

Pega CRM
Ranking in CRM Customer Engagement Centers
7th
Average Rating
8.0
Number of Reviews
10
Ranking in other categories
CRM (18th)
Salesforce Service Cloud
Ranking in CRM Customer Engagement Centers
2nd
Average Rating
8.4
Number of Reviews
51
Ranking in other categories
Help Desk Software (5th), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)
 

Mindshare comparison

As of November 2024, in the CRM Customer Engagement Centers category, the mindshare of Pega CRM is 9.4%, up from 7.2% compared to the previous year. The mindshare of Salesforce Service Cloud is 18.2%, up from 17.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Customer Engagement Centers
 

Featured Reviews

Srinivas Ganisetti - PeerSpot reviewer
Case management feature is valuable but the pricing is expensive
I would like to suggest the solution but it really depends on your specific requirements, your business use cases and future plans. There is a significant investment involved in this solution and therefore it is very crucial to reevaluate your future necessity including automation potential and modernization plans. I would suggest that you select any kind of solution and explore alternatives of similar functionalities at a lower cost. This might help you to achieve more with less. In my experience, I would rate it between seven to eight because it offers robust capabilities. But please be aware that other BPM tools are emerging with similar features at a lower cost. Pega CRM is perceived as bulk care compared to order tools, as many of its capabilities are potentially underutilized. I would rate it 7 out of 10.
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ChanchalSaxena - PeerSpot reviewer
High scalability with good plugins and excellent customer visibility
The solution should improve: 1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license. 2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective.
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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"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 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."
"The solution is very easy to use."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"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 case management feature is really valuable."
More Pega CRM pros
"The interface is quite user-friendly."
"The instant input of feedback into the CRM systems by case management is one of the impactful features"
"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 product's initial setup phase was straightforward."
"The most valuable feature of the solution is the traceability of actions."
"There is an out-of-the-box feature for reporting and analytics"
"The plug-ins that work with other standard systems have made the product industry-ready."
"We are very happy with the support team from Salesforce."
More Salesforce Service Cloud pros
 

Cons

"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."
"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 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."
"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 should be improved."
More Pega CRM cons
"There are some issues with backend connectivity in Salesforce Service Cloud."
"The solution’s user interface could be improved and enhanced."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"Salesforce Service Cloud's report functionality could be improved."
"Reporting 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."
"The product's high price is an area of concern where improvements are required."
More Salesforce Service Cloud cons
 

Pricing and Cost Advice

"The pricing is on the higher side."
"It is expensive."
"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."
"Salesforce Service Cloud is a highly expensive solution"
"Salesforce Service Cloud is a bit 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."
"The tool is pretty expensive."
"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."
"Salesforce is not a cheap product. It can be expensive."
"The price of the solution depends on how many users need access to it"
"The price is too expensive."
More Salesforce Service Cloud pricing and cost advice
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816,406 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Financial Services Firm
26%
Computer Software Company
14%
Healthcare Company
5%
Real Estate/Law Firm
5%
Financial Services Firm
16%
Educational Organization
16%
Computer Software Company
15%
Manufacturing Company
11%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Pega CRM?
The product's deployment phase was easy.
See all answers
What needs improvement with Pega CRM?
The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications. In Siebel CRM, you have complete control over your database, you can do any datab...
See all answers
What is your primary use case for Pega CRM?
Pega CRM uses a layer cake architecture. Basically, the tool is a convenient application to use even if you are not a technical person, like a business analyst. I use the solution for the CRM modul...
See all answers
What is your experience regarding pricing and costs for Salesforce Service Cloud?
Salesforce Service Cloud is a bit expensive.
See all answers
What needs improvement with Salesforce Service Cloud?
Reporting could be improved.
See all answers
What is your primary use case for Salesforce Service Cloud?
I use Salesforce as a CRM to pull data, update business opportunities, and support the sales team. I query the data through Snowflake or HANA using Tableau for analysis and market expectations.
See all answers
 

Comparisons

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Compared 9% of the time
Oracle Fusion Service vs Pega CRM Logo
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Compared 6% of the time
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Compared 23% of the time
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Compared 22% of the time
JIRA Service Management vs Salesforce Service Cloud Logo
JIRA Service Management vs Salesforce Service Cloud
Compared 10% of the time
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BSI vs Salesforce Service Cloud
Compared 10% of the time
Zendesk vs Salesforce Service Cloud Logo
Zendesk vs Salesforce Service Cloud
Compared 3% of the time
More Salesforce Service Cloud Competitors
 

Product Reports

Buyer's Guide
Pega CRM
November 2024
Pega CRM reportDownload Pega CRM product report
Buyer's Guide
Salesforce Service Cloud
October 2024
Salesforce Service Cloud reportDownload Salesforce Service Cloud product report
 

Also Known As

Chordiant
Service Cloud
 

Learn More

Video not available
Pega
Salesforce
 

Overview

Pega BPM streamlines your operations so you can reduce costs and improve business agility. Pega is recognized by leading analyst firms as the most comprehensive and unified BPM platform.

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

 

Sample Customers

The State of Maine, Aegis, Aegon, AIG Japan, ING
Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva
Buyer's Guide
Pega CRM vs. Salesforce Service Cloud
October 2024
Free Report: Pega CRM vs. Salesforce Service Cloud
Find out what your peers are saying about Pega CRM vs. Salesforce Service Cloud and other solutions. Updated: October 2024.
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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.