Pega CRM vs Salesforce Service Cloud comparison

"The solution is very easy to use."

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

"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 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."

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

"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 case management feature is really valuable."

"The complexity of the solution is very less."

"The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."

"The interface is quite user-friendly."

"We use Salesforce Service Cloud for lead management and opportunity management."

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

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

"Salesforce Service Cloud improved our organization with its mobile capabilities."

"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."

"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."

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

"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."

"The UI should be improved."

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

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

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

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

"The governor limits are a troubling feature of Salesforce"

"There is room for improvement in pricing."

"Reporting 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."

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

"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."

"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 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 price is too expensive."

"Salesforce Service Cloud is a highly expensive solution"

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

"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."

"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 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."