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, Oracle and others in CRM Customer Engagement Centers."The solution is very easy to use."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"The case management feature is really valuable."
"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 product's deployment phase was easy."
"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."
"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"It is a very good tool. There are a lot of interesting features. It is one of the best solutions."
"The features of Sales Cloud most useful for testing and running email campaigns are highly valuable."
"This is a stable product."
"This product is lightweight."
"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."
"Salesforce Sales Cloud is very reliable and provides good stability and security."
"Salesforce is such a widespread software in terms of what it can do and its scope. Theoretically, you can run a whole company off of it. There are many valuable features, such as reporting and analytics. You can customize almost the whole environment is what appeals to so many companies the most."
"The most valuable feature of Salesforce Sales Cloud is for teams the ability to do marketing on our page and to manage their marketing leads. You are able to close a deal and do the renewal. For the life cycle management for customer management, we use Salesforce Sales Cloud. The performance of the solution is good."
"The interface is quite user-friendly."
"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."
"The complexity of the solution is very less."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"It is a stable product."
"The plug-ins that work with other standard systems have made the product industry-ready."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"The UI should be improved."
"The solution has room for improvement around decisional and real-time data analysis."
"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."
"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 is lagging and needs to be improved."
"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"
"They should enable the data-driven streaming feature inside it."
"One area where the solution could improve is with handling feature requests."
"I don't like the way parent-child relationships work in transactions between records in Salesforce Sales Cloud. NetSuite is a little bit more user-friendly in that sense. Salesforce Sales Cloud requires that you build everything from scratch. I don't like that. It leaves a lot of thinking and solutions to the consultants and the process is more prone to errors."
"It would be nice if they had an ERP offering or a firm strategic partnership with a best-in-class ERP. So rather than say they're just ERP agnostic, you would pick whichever ERP you want, which is very generic. I think it would have a lot of merit if they partnered strategically with a best-in-class trusted ERP platform or acquired an ERP platform."
"The solution could improve the partner management and communities. For the enterprise licenses, we have the help, but it should also be extended with the features to the partner community."
"The solution's scalability has some limitations."
"Applications that can help with migrating data over from the sandbox to production would make it easier because sometimes change sets can be bulky and they're not always as effective. This can be frustrating when you make a lot of changes and try to put those changes into production."
"There could be an option to change the price list without creating a new quote."
"If the infrastructure is not correct, then customers are having an issue and it's taking a lot of time to load."
"Salesforce Service Cloud's report functionality could be improved."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The documentation could be improved."
"The pricing for what Salesforce Service Cloud offers is not great."
"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."
"The solution’s user interface could be improved and enhanced."
"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."
"There is room for improvement in pricing."
