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 7.6, and holds a 6.7% mindshare in the category. Salesforce is ranked #2 in CRM , with an average rating of 8.2, and holds a 3.5% 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

927 Views
315 Comparison Views

100% willing to recommend

Salesforce Sales Cloud

Read 117 Salesforce Sales Cloud reviews

5,161 Views
3,871 Comparison Views

94% willing to recommend

Salesforce Service Cloud

Read 55 Salesforce Service Cloud reviews

1,986 Views
715 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 Salesforce, Microsoft, ServiceNow and others in CRM Customer Engagement Centers.

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

Buyer's Guide

CRM Customer Engagement Centers

September 2025

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Helped 870,701 peers since 2012

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 Market Share Distribution
Product	Market Share (%)
Pega CRM	6.7%
Microsoft Dynamics CRM	19.8%
Salesforce Service Cloud	14.2%
Other	59.3%

CRM Customer Engagement Centers

CRM Market Share Distribution
Product	Market Share (%)
Salesforce Sales Cloud	3.5%
Microsoft Dynamics CRM	4.4%
SAP CRM	3.9%
Other	88.2%

CRM

CRM Customer Engagement Centers Market Share Distribution
Product	Market Share (%)
Salesforce Service Cloud	14.2%
Microsoft Dynamics CRM	19.8%
ServiceNow Customer Service Management	9.4%
Other	56.6%

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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Kamal Deep

Founder and Salesforce Consultant at SaaSnic

Experience exceptional project enhancements and seamless automation integration

Salesforce Sales Cloud itself is a wonderful solution, and there are two different versions: Lightning and classic. The Lightning version is a new generation version compatible with any mobile device, whether it's a phone, iPad, or any size of screen. The reporting and analytics functionalities, especially with the Einstein feature, are wonderful because it allows for analysis of data regarding your opportunity pipeline, giving insight into how long it will take to close deals. This gives a great understanding of running different levels of campaigns and defining smart workflows, where if one task is done, the other task can automatically get created and assigned to different team members. This flexibility is a key benefit of Salesforce Sales Cloud. Lead management is a great feature in Salesforce Sales Cloud because if you go for enterprise and above licenses, you can define different record types. For example, if one company is into two different businesses such as real estate and car reselling, both being opposite, this can be defined in Salesforce Sales Cloud, allowing for different workflows, fields, and mechanisms that do not affect each other's operations. The predictive insight feature known as forecasting is a very old feature of Salesforce Sales Cloud, giving predictions based on your pipeline and previous opportunity closings. The new Einstein analytics feature is more advanced and is enabled with AI, providing better forecasting based on your current pipeline. Salesforce Sales Cloud is working smartly with AI to help close more deals based on opportunity stages, trends, and industries, advising on the steps to take next. Lead generation is the most important thing because every sale starts from the lead. At the lead level, different stages and resources can be defined. You can capture leads from various resources, with Salesforce Sales Cloud offering a web-to-lead feature and integrations with LinkedIn to fetch data. Once a lead is qualified and converted into opportunities, there are stages with percentages, and workflows can help in easily closing deals.

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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

"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 product's deployment phase was easy."

"The case management feature is really valuable."

"The solution is very easy to use."

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

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

"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."

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

More Pega CRM pros

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

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

"There are many extremely useful features."

"Salesforce provides a lot of tools out of the box like opportunity tracking, automation, and linking between account, contact, and posting."

"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."

"I find the forecasting the most valuable feature. It's valuable because there are two types of forecasting, customizable and collaborative forecasting."

"You can capture all the contacts that relate to an account or business, including personal details."

"I would rate Salesforce Sales Cloud's scalability as very good. We have scaled from 30 to 150 within three years without a glitch."

More Salesforce Sales Cloud pros

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

"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."

"It is a stable product."

"The complexity of the solution is very less."

"We used Salesforce Service Cloud for CRM (customer relationship management) cases and general sales cases."

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

"The interface is quite user-friendly."

More Salesforce Service Cloud pros

Cons

"The UI should be improved."

"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 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."

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

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

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

More Pega CRM cons

"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."

"The reporting features and the dashboard must be improved."

"The deployment of data from the development environment to production is also a weaker point because their solution is not powerful."

"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."

"Salesforce Sales Cloud could improve by allowing some customization of the processes with coding to avoid the problem of memory. When we use only flows in the process, which can become large flows, they are more complicated to debug and also for maintenance. It's better to invoke some Apex classes to make the process better."

"Salesforce could improve its response speed. Compared to AWS, it is slower, which could be a hindrance."

"There are also certain restrictions on the reports in terms of the number of records. Ideally, that should be removed."

"The setup of Salesforce Sales Cloud is complex. You need specialists in that area to be able to have a good setup. Once it's set up properly, running it is seamless. That's the most beautiful thing about Salesforce Sales Cloud."

More Salesforce Sales Cloud cons

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

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

"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."

"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."

"Salesforce Service Cloud should work more on the resolution side. Once a case is raised and activities are tracked, at the time of closure, they could make it more simple."

"The integrations with other solutions can be improved."

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

"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."

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."

"It is alright for now because we ended up getting a discount off the base price. So, for now, it is okay. We may have to renegotiate when we get more users, and I don't know if the price would stay the same or increase. It has just a standard licensing fee. If you end up hiring a consultant for implementation, you will have to pay for the implementation. Other than that, there are no additional fees."

"Sales Cloud is expensive."

"I've seen the prices for Salesforce Sales Cloud, but I haven't been the one to handle the money. As someone who's only visually looked at the price, I would imagine it's on the pricier side, but they do have a ton of leverage, and seeing that everyone I've worked for has always been dedicated to continuing Salesforce. I've never worked for anyone who has threatened to leave. Everyone has accepted the pricing for what they offer."

"The licensing fees are reasonable."

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

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

"The price is fair."

"Not the cheapest"

More Salesforce Sales Cloud pricing and cost advice

"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."

"Salesforce Service Cloud is a highly expensive solution"

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

"Salesforce Service Cloud is a bit expensive."

"Salesforce is very cost-effective."

"The price is too expensive."

"The tool is pretty expensive."

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

More Salesforce Service Cloud pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

26%

Computer Software Company

Manufacturing Company

Comms Service Provider

Computer Software Company

10%

Financial Services Firm

Manufacturing Company

University

Financial Services Firm

15%

Performing Arts

Manufacturing Company

University

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Midsize Enterprise	2
Large Enterprise	8

By reviewers
Company Size	Count
Small Business	54
Midsize Enterprise	26
Large Enterprise	40

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	13
Large Enterprise	24

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?

From a customer perspective, it's a very stable system, and people are used to its functionalities, good and bad. Imp...

See all answers

What is your primary use case for Salesforce Sales Cloud?

For managing two different things, I'm managing some sales pipeline, the pipeline of sales of some products, and also...

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 solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized compa...

See all answers

What is your primary use case for Salesforce Service Cloud?

We have many clients with Salesforce Service Cloud and numerous use cases. The main use is in the sales area rather t...

See all answers

Comparisons

Microsoft Dynamics CRM vs Pega CRM

Compared 20% of the time

Siebel CRM vs Pega CRM

Compared 14% of the time

Genesys Cloud CX vs Pega CRM

Compared 12% of the time

Odoo vs Pega CRM

Compared 7% of the time

Oracle Fusion Service vs Pega CRM

Compared 6% of the time

More Pega CRM Competitors

Microsoft Dynamics CRM vs Salesforce Sales Cloud

Compared 18% of the time

SAP CRM vs Salesforce Sales Cloud

Compared 16% of the time

Oracle CX Sales vs Salesforce Sales Cloud

Compared 5% of the time

Siebel CRM vs Salesforce Sales Cloud

Compared 5% of the time

Gong vs Salesforce Sales Cloud

Compared 3% of the time

More Salesforce Sales Cloud Competitors

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 25% of the time

ServiceNow vs Salesforce Service Cloud

Compared 13% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 6% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 5% of the time

Zendesk vs Salesforce Service Cloud

Compared 3% of the time

More Salesforce Service Cloud Competitors

Product Reports

Buyer's Guide

Pega CRM

October 2025

Download Pega CRM product report

Buyer's Guide

Salesforce Sales Cloud

September 2025

Download Salesforce Sales Cloud product report

Buyer's Guide

Salesforce Service Cloud

September 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

September 2025

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