Pega CRM vs Salesforce Service Cloud comparison

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

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

"The case management feature is really valuable."

"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."

"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."

"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."

"The complexity of the solution is very less."

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

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

"It's a cloud tool, so it is easy to set up."

"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."

"It is a stable product."

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

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

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

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

"The UI should be improved."

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

"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."

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

"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 product's high price is an area of concern where improvements are required."

"The documentation could be improved."

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

"There is room for improvement in pricing."

"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."

"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 integrations with other solutions can be improved."

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

"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."

"The pricing is on the higher side."

"The price is too expensive."

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

"The tool is pretty expensive."

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

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

"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."

"Salesforce Service Cloud is a bit expensive."