Salesforce Service Cloud vs Service Creatio comparison

Salesforce and Creatio are both solutions in the CRM Customer Engagement Centers category. Salesforce is ranked #2 with an average rating of 8.3, while Creatio is ranked #11 with an average rating of 9.0. Salesforce holds a 19.6% mindshare in CCEC, compared to Creatio’s 1.3% mindshare. Additionally, 96% of Salesforce users are willing to recommend the solution, compared to 100% of Creatio users who would recommend it.

Salesforce Service Cloud

Read 52 Salesforce Service Cloud reviews

457 Views
372 Comparison Views

96% willing to recommend

Service Creatio

Read 2 Service Creatio reviews

37 Views
20 Comparison Views

100% willing to recommend

Salesforce Service Cloud

Service Creatio

Comparison Buyer's Guide

Download the report

Executive Summary

We performed a comparison between Salesforce Service Cloud and Service Creatio based on real PeerSpot user reviews.

Find out what your peers are saying about Microsoft, Salesforce, Oracle and others in CRM Customer Engagement Centers.

To learn more, read our detailed CRM Customer Engagement Centers Report (Updated: March 2025).

Buyer's Guide

CRM Customer Engagement Centers

March 2025

Download the complete report

Helped 845,406 peers since 2012

Review summaries and opinions

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

Categories and Ranking

Salesforce Service Cloud

Ranking in CRM Customer Engagement Centers

2nd

Average Rating

8.4

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

Help Desk Software (5th), Knowledge Management Software (2nd), IT Alerting and Incident Management (6th)

Service Creatio

Ranking in CRM Customer Engagement Centers

11th

Average Rating

9.0

Reviews Sentiment

7.3

Number of Reviews

Ranking in other categories

Customer Experience Management (19th)

Mindshare comparison

As of April 2025, in the CRM Customer Engagement Centers category, the mindshare of Salesforce Service Cloud is 19.6%, up from 16.5% compared to the previous year. The mindshare of Service Creatio is 1.3%, up from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Featured Reviews

ChanchalSaxena

Lead Digital Transformation at Kohler Co.

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.

Read full review

Anatolii Vovniuk

Deputy Chief Information Officer, Head of Digital Strategy & Cybersecurity at Kyiv City Council

City governments improve service efficiency with automated workflow processes

The customer self-portal is not good. Service Creatio ( /products/service-creatio-reviews ) has a special capability for external customers and users to access the web portal, but we had to use third-party solutions developed by us. The design of the customer self-portal is quite bad, particularly the UI. It is not capable of integrating third-party identification systems like GEO, Per zone, or BankID for authorization of external users. It would be beneficial to have the possibility to easily build communication or interaction between different services with different instances of Service Creatio.

Read full review

Quotes from Members

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

Pros

"The complexity of the solution is very less."

"There is an out-of-the-box feature for reporting and analytics"

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

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

"The product's initial setup phase was straightforward."

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

"The plug-ins that work with other standard systems have made the product industry-ready."

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

More Salesforce Service Cloud pros

"You can draw a video map or draw on a piece of paper and put it in creation using the designer tool."

"Our customers have seen value and efficiency using this solution."

Cons

"The solution's integration with the main ERP is a little cumbersome."

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

"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."

"Salesforce Service Cloud's report functionality could be improved."

"The governor limits are a troubling feature of Salesforce"

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

"We're seeing a lot of automation and AI enhancements for improvements. This helps answer simple questions without manual intervention, saving time. We can improve by automating more of our solution-building process. Salesforce Service Cloud is a SaaS (Software as a Service) solution. It's constantly evolving, and we're always looking for ways to improve our use. The cloud services we use include CRM (Salesforce), financial (NetSuite), and people (Workday). These services are becoming more automated, with a lot happening in the AI space. We do a lot of modeling ourselves to find answers to questions, and our product team has introduced some AI enhancements."

More Salesforce Service Cloud cons

"The customer self-portal is not good. Service Creatio has a special capability for external customers and users to access the web portal, but we had to use third-party solutions developed by us."

"The return material authorization should utilize no-code or low-code."

Pricing and Cost Advice

"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 tool is pretty expensive."

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

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

"I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."

"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."

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

More Salesforce Service Cloud pricing and cost advice

Information not available

See which vendors are best for you

Use our free recommendation engine to learn which CRM Customer Engagement Centers solutions are best for your needs.

See recommendations

845,406 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

17%

Educational Organization

14%

Computer Software Company

13%

Manufacturing Company

10%

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

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

What do you like most about Service Creatio?

You can draw a video map or draw on a piece of paper and put it in creation using the designer tool.

See all answers

What needs improvement with Service Creatio?

The return material authorization should utilize no-code or low-code.

See all answers

What advice do you have for others considering Service Creatio?

I recommend this solution. Overall, I rate the solution a nine out of ten.

See all answers

Comparisons

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 21% of the time

ServiceNow vs Salesforce Service Cloud

Compared 20% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 8% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 7% of the time

Vlocity vs Salesforce Service Cloud

Compared 7% of the time

More Salesforce Service Cloud Competitors

Salesforce Sales Cloud vs Service Creatio

Compared 100% of the time

More Service Creatio Competitors

Product Reports

Buyer's Guide

Salesforce Service Cloud

March 2025

Download Salesforce Service Cloud product report

Buyer's Guide

CRM Customer Engagement Centers

March 2025

Download Service Creatio product report

Also Known As

Service Cloud

bpm’online customer service, bpm’online service enterprise

Overview

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.

Salesforce

Intelligent service management platform to accelerate service delivery and customer delight

Service Creatio offers out-of-the-box processes based on industry best practices for medium and large organizations. Manage customer requests and automate service operations by following pre-defined processes for customer care excellence. Creatio recognized in Gartner 2016 Magic Quadrant for the CRM Customer Engagement Center, as well listed in Five Categories of The Gartner CRM Vendor Guide 2016 (SFA, Partner Relationship Management, Inside Sales and Customer Service Software).

Creatio

Sample Customers

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

Health e(fx), People 2.0, Citilink, Dealer eProcess (DEP)

Buyer's Guide

CRM Customer Engagement Centers

March 2025

Download Free Report

Find out what your peers are saying about Microsoft, Salesforce, Oracle and others in CRM Customer Engagement Centers. Updated: March 2025.

DOWNLOAD NOW

845,406 professionals have used our research since 2012.

See our list of best CRM Customer Engagement Centers vendors.

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.