Pega CRM vs Salesforce Service Cloud comparison

"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."

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

"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."

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

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

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

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

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

"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."

"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."

"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."

"The interface is quite user-friendly."

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

"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."

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

"The solution has room for improvement around decisional and real-time data analysis."

"The UI should 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 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."

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

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

"The governor limits are a troubling feature of Salesforce"

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

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

"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."

"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."

"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."

"The pricing is on the higher side."

"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."

"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 tool is pretty expensive."

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

"Salesforce Service Cloud is a highly expensive solution"

"Salesforce is very cost-effective."

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

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