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 9.3% mindshare in the category. Salesforce is ranked #1 in CRM , with an average rating of 8.2, and holds a 8.6% 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

270 Views
207 Comparison Views

100% willing to recommend

Salesforce Sales Cloud

Read 115 Salesforce Sales Cloud reviews

5,034 Views
2,941 Comparison Views

94% willing to recommend

Salesforce Service Cloud

Read 53 Salesforce Service Cloud reviews

448 Views
358 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: May 2025).

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CRM Customer Engagement Centers

May 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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Richard Mottershead

Enterprise Architect at a non-profit with 501-1,000 employees

Infinitely customizable, good end-to-end sales and customer management processes but lacks good documentation

Essentially, it's the CRM solution for managing customers and leads. The features that had the most significant impact on our sales efficiency include flexibility, regular updates, and very good end-to-end sales and customer management processes. AI and machine learning are on the agenda for next year. Initially, it will be very silo-based, but eventually, we'll be integrating MIBI data into our solution. Sales Cloud's reporting and analytics capabilities influenced our sales strategy quite a lot. We can build every report as a dashboard, and there are various sorts of things. We are using Tableau as our MIBI analytic solution, which is also owned by Salesforce these days.

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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.

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Quotes from Members

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

Pros

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

"The product's deployment phase was easy."

"The case management feature is really valuable."

"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."

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

"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."

"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

"It is a very good tool. There are a lot of interesting features. It is one of the best solutions."

"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."

"I've found lead management to be the most valuable feature of Salesforce Sales Cloud. It helps capture, track, and manage leads throughout the sales process. The tool is easy to learn."

"The solution is stable."

"Salesforce Sales Cloud is a stable solution."

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

"I have found Salesforce Sales Cloud to be stable."

"The user interface is pretty simple."

More Salesforce Sales Cloud pros

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

"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."

"With Salesforce Service Cloud, customers can have end-to-end visibility from inquiry to delivery."

"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."

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

"The most valuable feature of the solution is the traceability of actions."

"It is a stable product."

"The complexity of the solution is very less."

More Salesforce Service Cloud pros

Cons

"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 UI should be improved."

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

"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"

"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."

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

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

More Pega CRM cons

"Salesforce Sales Cloud does not integrate with Slack or WhatsApp, for example. As a result, there is no easy way to directly log a conversation with a client that occurred on one of these platforms. There are a few things that still need to be done manually in these instances."

"The built-in functionality is a little dated."

"The solution is secure. However, they could always improve on security."

"The scalability could improve by a small amount."

"They should also include ATP and CTP functionality."

"The product lacks to offer some AI capabilities."

"One aspect I find challenging with Salesforce Sales Cloud is its forecasting feature. While it's useful for analyzing sales data and predicting future revenue, I've encountered instances where the outcomes weren't as perfect as expected."

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

More Salesforce Sales Cloud cons

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

"It is kind of a struggle to get a report that shows something you want it to show."

"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 documentation could be improved."

"The integrations with other solutions can be improved."

"The governor limits are a troubling feature of Salesforce"

"The pricing for what Salesforce Service Cloud offers is not great."

"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

Pricing and Cost Advice

"The pricing is on the higher side."

"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 subscription is on a monthly basis."

"Salesforce Sales Cloud is an expensive solution."

"Price-wise, the product does not fall under the category of cheaply priced products."

"The main issue is the price. Because it's SaaS, you will have to pay on a monthly or yearly basis."

"Sales Cloud is expensive."

"Not the cheapest"

"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."

"The price is fair."

More Salesforce Sales Cloud pricing and cost advice

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

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

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

"Salesforce Service Cloud is a highly expensive solution"

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

"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."

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

14%

Real Estate/Law Firm

Comms Service Provider

Educational Organization

70%

Computer Software Company

Financial Services Firm

Manufacturing Company

Financial Services Firm

19%

Computer Software Company

14%

Educational Organization

11%

Manufacturing Company

10%

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?

Improving system performance and processing speed would enhance productivity and allow for even smoother workflows ac...

See all answers

What is your primary use case for Salesforce Sales Cloud?

My primary use case for Salesforce is to streamline sales strategies, define key sales parameters, and manage focus a...

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

Siebel CRM vs Pega CRM

Compared 24% of the time

Microsoft Dynamics CRM vs Pega CRM

Compared 18% of the time

Genesys Cloud CX vs Pega CRM

Compared 12% of the time

Odoo vs Pega CRM

Compared 11% of the time

Oracle Fusion Service vs Pega CRM

Compared 8% of the time

More Pega CRM Competitors

Microsoft Dynamics CRM vs Salesforce Sales Cloud

Compared 28% of the time

SAP CRM vs Salesforce Sales Cloud

Compared 27% of the time

Oracle CX Sales vs Salesforce Sales Cloud

Compared 6% of the time

Oracle CRM vs Salesforce Sales Cloud

Compared 4% of the time

Claritysoft vs Salesforce Sales Cloud

Compared 2% of the time

More Salesforce Sales Cloud Competitors

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 20% of the time

ServiceNow vs Salesforce Service Cloud

Compared 18% 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

Vlocity vs Salesforce Service Cloud

Compared 6% of the time

More Salesforce Service Cloud Competitors

Product Reports

Buyer's Guide

Pega CRM

April 2025

Download Pega CRM product report

Buyer's Guide

Salesforce Sales Cloud

April 2025

Download Salesforce Sales Cloud product report

Buyer's Guide

Salesforce Service Cloud

April 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

Buyer's Guide

CRM Customer Engagement Centers

May 2025

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