Pega CRM vs Salesforce Sales Cloud vs Salesforce Service Cloud comparison

The compared Pega and Salesforce solutions aren't in the same category. Pega is ranked #5 in CCEC , with an average rating of 7.7, and holds a 8.8% mindshare in the category. Salesforce is ranked #2 in CRM , with an average rating of 8.2, and holds a 8.1% mindshare. Additionally, 100% of Pega users are willing to recommend the solution, compared to 94% of Salesforce users who would recommend it.

Pega CRM

Read 10 Pega CRM reviews

890 Views
285 Comparison Views

100% willing to recommend

Salesforce Sales Cloud

Read 115 Salesforce Sales Cloud reviews

5,675 Views
4,029 Comparison Views

94% willing to recommend

Salesforce Service Cloud

Read 55 Salesforce Service Cloud reviews

1,451 Views
508 Comparison Views

96% willing to recommend

Pega CRM

Salesforce Sales Cloud

Salesforce Service Cloud

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Executive Summary

We performed a comparison between Pega CRM, Salesforce Sales Cloud, and Salesforce Service Cloud based on real PeerSpot user reviews.

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

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

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CRM Customer Engagement Centers

July 2025

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Review summaries and opinions

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

Mindshare comparison

CRM Customer Engagement Centers

CRM

CRM Customer Engagement Centers

Featured Reviews

Srinivas Ganisetti

AVP/Sr Analyst Apps at a financial services firm with 10,001+ employees

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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RohitPothani

Solutions Architect at Merino Consulting Services

Enhances deal closures and have navigation and process flow features

They should also include ATP and CTP functionality. Whenever there is a sale or opportunity, sales representatives should be able to determine what is available in the inventory and how much can be delivered to the customer. For example, if I take an order today, it might take ten days to produce and deliver the product. This is the ATP. If a customer orders 100 cell phones, the CTP functionality helps determine if we can deliver that quantity. This insight is provided when ERP systems are integrated, as ERP systems handle inventory. However, even without an ERP system, this information is crucial. The ATP and CTP stock should be monitored or mentioned somewhere in Salesforce to make decisions easier for sales representatives. If my inventory has 10,000 cell phones from 8 AM to 6 PM at the start of the day, any confirmed orders should reduce this inventory count. We can monitor my inventory in real-time and decide whether to accept new opportunities based on current stock levels.

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MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

Improved customer service and post-sales support saves time

The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized companies. Additionally, finding technical talent for improving the solution is challenging. Configuring Flows in Salesforce Service Cloud is very difficult. There are very few technical people in the market capable of implementing all the flows that clients need at this moment. It's primarily a matter of talent limitation, and flow is the technical mechanism of Salesforce Service Cloud for process automation. In general, while they have the knowledge and help solve problems, finding the right person to address specific issues is very challenging.

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

"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."

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

"The product's deployment phase was easy."

"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 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."

"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."

More Pega CRM pros

"The tool is very good in terms of stability, support, and features."

"We can also customize Salesforce Sales Cloud to our customer's company requirements. As for your demand, you can customize it. There are so many configurations we can do with the application. There is a lot of functionality that you can implement. It's an easy-to-use, user-friendly, and secure platform."

"Salesforce's user interface is easy to use, and the reporting is good. It worked well with Excel, so I was okay with it. I don't know about integration with any other software because I didn't have to deal with them."

"The best features of the solution are its performance and stability."

"We can implement checks to ensure proper data entry with validation rules."

"It is a very stable solution."

"Our use case within the organization covers the entire cycle from lead generation, demand planning, and opportunities to realization and closure. For our clients, Salesforce is used more to plot the cycle from products to cash and lead to revenue. They mostly build offers and pricing quotations in the Salesforce environment through their field marketing agents."

"The features of Sales Cloud most useful for testing and running email campaigns are highly valuable."

More Salesforce Sales Cloud pros

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

"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."

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

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

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

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

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

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

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."

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

"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."

"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."

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

More Pega CRM cons

"The user interface could be more intuitive. I had some challenges with how to convert from a lead to an opportunity."

"An area for improvement would be the ease of configuration."

"I would love Salesforce to keep on committing and building out what they call flows. It's their point-and-click version of coding. You don't have to be a coder to create essentially what a developer would have to normally, which is a great feature, but it could still be improved upon."

"In the next release, I would like to see more integration."

"As a cloud solution with web browser, it's different than my classical way of thinking. It's modern, but for older people, maybe it's not that understandable. It could be more user-friendly, maybe with an option to switch between interfaces."

"One area where the solution could improve is with handling feature requests."

"The problem is the solution has gotten so big, it's very complex now. It's a bit difficult to figure out how to do certain actions."

"I would like if Sales Cloud had the flexibility to create or edit the forms used to submit requests. Right now, they're fixed, and users can't edit them. Only administrators have editing privileges, so it takes too long to make changes."

More Salesforce Sales Cloud cons

"The support team is limited and does not typically go above and beyond like some companies. Unless you have premium support, assistance is restricted."

"The integrations with other solutions can be improved."

"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."

"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."

"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."

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

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

More Salesforce Service Cloud cons

Pricing and Cost Advice

"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."

"In terms of investment value and return of the investment, Salesforce right now is pretty good on the Western markets where the price of the employees is pretty high."

"There is a license required to use this solution and the price is expensive. It could be reduced."

"The price is fair."

"It's expensive, storage being the most costly aspect."

"The tool's pricing is based on the number of users. It has a different pricing for 0-100 and another for 100-500 users."

"I have found Salesforce Sales Cloud to be expensive. However, it is the number one CRM solution in the world. It is worth the money."

"The price of the Salesforce Sales Cloud is expensive. We pay monthly for the solution but we are billed quarterly."

"It is a premium product, so it is not the cheapest solution. I think if it's implemented well, and you're getting the soft cost benefits, the efficiencies, it's justified. But not if you're looking at just apples for apples as a subscription, without the complexity that you can achieve. It can deal with complex business requirements. Some other CRMs can't. But you certainly pay, so it's a premium-charged solution. It's one of the more expensive ones."

More Salesforce Sales Cloud pricing and cost advice

"Salesforce Service Cloud is a highly expensive solution"

"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 price is too 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."

"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."

"The tool is pretty expensive."

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

More Salesforce Service Cloud pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

25%

Computer Software Company

11%

Comms Service Provider

Educational Organization

Computer Software Company

11%

Financial Services Firm

Manufacturing Company

University

Financial Services Firm

15%

Manufacturing Company

10%

Performing Arts

Computer Software Company

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. I...

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...

See all answers

What do you like most about Salesforce Sales Cloud?

The features of Sales Cloud most useful for testing and running email campaigns are highly valuable.

See all answers

What needs improvement with Salesforce Sales Cloud?

With today's generative AI capabilities like ChatGPT ( /products/chatgpt-reviews ), it should be possible to directly...

See all answers

What is your primary use case for Salesforce Sales Cloud?

I generally use Salesforce Sales Cloud ( /products/salesforce-sales-cloud-reviews ) for our sales process, setting up...

See all answers

What is your experience regarding pricing and costs for Salesforce Service Cloud?

The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.

See all answers

What needs improvement with Salesforce Service Cloud?

The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM ( /products...

See all answers

What is your primary use case for Salesforce Service Cloud?

I used Salesforce Service Cloud ( /products/salesforce-service-cloud-reviews ) for our sales agents to track visits, ...

See all answers

Comparisons

Microsoft Dynamics CRM vs Pega CRM

Compared 20% of the time

Siebel CRM vs Pega CRM

Compared 19% of the time

Genesys Cloud CX vs Pega CRM

Compared 12% of the time

Odoo vs Pega CRM

Compared 9% of the time

Oracle Fusion Service vs Pega CRM

Compared 7% of the time

More Pega CRM Competitors

Microsoft Dynamics CRM vs Salesforce Sales Cloud

Compared 24% of the time

SAP CRM vs Salesforce Sales Cloud

Compared 23% of the time

Oracle CX Sales vs Salesforce Sales Cloud

Compared 6% of the time

Siebel CRM vs Salesforce Sales Cloud

Compared 4% of the time

Salesforce Platform vs Salesforce Sales Cloud

Compared 2% of the time

More Salesforce Sales Cloud Competitors

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 19% of the time

ServiceNow vs Salesforce Service Cloud

Compared 17% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 7% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 7% of the time

IFS Cloud Platform vs Salesforce Service Cloud

Compared 6% of the time

More Salesforce Service Cloud Competitors

Product Reports

Buyer's Guide

Pega CRM

July 2025

Download Pega CRM product report

Buyer's Guide

Salesforce Sales Cloud

June 2025

Download Salesforce Sales Cloud product report

Buyer's Guide

Salesforce Service Cloud

June 2025

Download Salesforce Service Cloud product report

Also Known As

Chordiant

Sales Cloud, SFDC, Salesforce

Service Cloud

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.

Pega

Salesforce Sales Cloud is a comprehensive CRM platform designed for efficient lead management, sales forecasting, and customer engagement, offering extensive customization and cloud-based accessibility.

Aimed at enhancing business efficiency, Salesforce Sales Cloud supports core business processes like CRM, lead and opportunity management, sales forecasting, and customer engagement. Its robust integration capabilities allow seamless connectivity with ERP systems and various applications. The platform offers pipeline tracking, process automation, and advanced sales cycle management. Users appreciate its cloud-based accessibility, allowing teams to operate remotely and manage sales operations effectively. However, users highlight concerns about its complexity, cost, and the need for a more intuitive interface.

What features does Salesforce Sales Cloud offer?

Customization: Tailor the CRM to meet specific business requirements.
Robust Reporting: Comprehensive analytics and data insights.
Lead Management: Efficiently manage and convert leads.
API Integration: Seamless connectivity with multiple applications.
Cloud Accessibility: Work from anywhere with cloud-based access.

What benefits should be evaluated in Salesforce Sales Cloud reviews?

Enhanced Productivity: Streamline sales processes with automation.
Improved Collaboration: Facilitate team coordination and client engagement.
Accurate Forecasting: Make informed decisions with reliable sales forecasts.
Flexibility: Accommodate diverse industry needs with ease.
Legacy System Integration: Efficiently update and integrate with existing systems.

Salesforce Sales Cloud is widely implemented across industries such as finance, healthcare, and retail, supporting sales teams in tracking and managing sales operations. Its use extends to reporting, collaboration, and enhancing client interactions, allowing companies to tailor Salesforce to meet industry-specific requirements efficiently.

Salesforce

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

Sample Customers

The State of Maine, Aegis, Aegon, AIG Japan, ING

Coca-Cola Enterprises, Kuoni Global Travel Services, Financial Times, Just Eat, Jobsite, H.R. Owen, PlayerLayer, O2, DMGT, Philips, Xtreme.ie, Business Stream, Remote Asset Management, Dialogue Group

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

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CRM Customer Engagement Centers

July 2025

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