Pega CRM vs Salesforce Service Cloud comparison

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

"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."

"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 solution is very easy to use."

"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."

"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."

"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."

"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 instant input of feedback into the CRM systems by case management is one of the impactful features"

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

"Nobody can compete with Salesforce Service Cloud's scalability."

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

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

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

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

"The UI should be improved."

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

"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"

"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."

"There are some issues with backend connectivity in Salesforce Service Cloud."

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

"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."

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

"The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper."

"The solution’s user interface could be improved."

"I would like to add some bot features."

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

"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."

"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."

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

"The price is too expensive."

"Salesforce Service Cloud is a highly expensive solution"

"Salesforce Service Cloud is a bit 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."

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