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Pega Customer Service vs Salesforce Essentials comparison

Pega and Salesforce are both solutions in the CRM category. Pega is ranked #30 with an average rating of 8.5, while Salesforce is ranked #15 with an average rating of 8.0. Pega holds a 0.3% mindshare in CRM, compared to Salesforce’s 0.4% mindshare. Additionally, 100% of Pega users are willing to recommend the solution, compared to 92% of Salesforce users who would recommend it.
Pega Customer Service
Read 5 Pega Customer Service reviews
  • 206 Views
  • 187 Comparison Views
100% willing to recommend
Salesforce Essentials
Read 14 Salesforce Essentials reviews
  • 284 Views
  • 278 Comparison Views
92% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 19, 2024

Pega Customer Service and Salesforce Essentials compete in the customer service domain, with Pega leading in customer support and pricing, while Salesforce is favored for its extensive features and value.

Features: Pega Customer Service stands out with its advanced automation, comprehensive customization, and case management capabilities, allowing businesses to tailor solutions to specific needs. Salesforce Essentials is renowned for its robust CRM, seamless integration of sales and service features, and mobile app support, providing a flexible and versatile customer management solution.

Room for Improvement: Pega Customer Service could benefit from simpler deployment processes, more competitive initial pricing, and enhanced scalability options. Salesforce Essentials can enhance its AI capabilities, expand mobile app functionalities, and improve integration with third-party applications for a more seamless user experience.

Ease of Deployment and Customer Service: Pega Customer Service involves a more intricate deployment process due to its customizability, requiring additional time and resources. Salesforce Essentials offers an efficient cloud-based deployment, ensuring quick setup. Pega delivers personalized support, while Salesforce provides comprehensive online resources and community engagement, promoting user autonomy.

Pricing and ROI: Pega Customer Service's higher initial setup costs reflect its bespoke services, potentially extending ROI timelines. Salesforce Essentials offers a more accessible subscription model, facilitating faster ROI with lower upfront expenses, appealing to businesses seeking cost efficiency.

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To learn more, read our detailed Pega Customer Service vs. Salesforce Essentials Report (Updated: July 2025).
Buyer's Guide
Pega Customer Service vs. Salesforce Essentials
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:
 

Categories and Ranking

Pega Customer Service
Ranking in CRM
30th
Average Rating
8.6
Reviews Sentiment
6.0
Number of Reviews
5
Ranking in other categories
No ranking in other categories
Salesforce Essentials
Ranking in CRM
15th
Average Rating
8.0
Reviews Sentiment
6.9
Number of Reviews
14
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of August 2025, in the CRM category, the mindshare of Pega Customer Service is 0.3%, up from 0.1% compared to the previous year. The mindshare of Salesforce Essentials is 0.4%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM
 

Featured Reviews

reviewer4848291 - PeerSpot reviewer
Pega Customer Service is an AI-powered, case-centric platform that unifies channels, automates service workflows, and empowers agents to deliver fast, personalized, and consistent customer experiences
1. User Interface Flexibility The Constellation UI architecture, while modern and consistent, limits deep customization. Users want more control over layout, branding, and dynamic UI behavior. 2. Integration Complexity Integrating with non-Pega systems (e.g., legacy CRMs, third-party APIs) can require significant effort and custom development. More plug-and-play connectors would ease adoption. 3. Learning Curve for Configuration Despite being low-code, configuring complex service flows, case types, and AI rules can be challenging for new users. Enhanced guided wizards and templates could simplify setup. 4. AI and NLP Capabilities While Pega offers AI-driven Next-Best-Action, its natural language processing (NLP) for chatbots and sentiment analysis is not as advanced as some competitors. 5. Reporting and Analytics Out-of-the-box dashboards are useful but lack deep customization. 6. Mobile Experience The mobile agent experience is functional but less optimized compared to desktop. Improvements in offline capabilities and responsive design are often requested. 7. Licensing and Cost Transparency Some customers find the pricing model complex, especially when scaling across departments or adding AI features. More modular and transparent pricing would help with budgeting and ROI planning.
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Srini-Dhanaraj - PeerSpot reviewer
Manages service requests and dispatches engineers to resolve issues
I work from home for a heater manufacturing company. They wanted to move away from their current SAP CRM system to Salesforce. There is a fulfillment process, which involves taking an order, delivering it, and providing service. Salesforce is used to manage the order-taking process. Once an order is taken, the backend system, SAP ERP, handles product manufacturing, delivery, and installation. After installation, the Service Cloud in Salesforce takes over for ongoing service management. Once your order is confirmed, integration with the SAP ERP backend will be seamless. The system takes the sales order from Salesforce and starts processing it for procurement, starting with creating a production order, manufacturing, and then delivery. Once the product is delivered, this information is passed back to Salesforce Service Cloud. In the Service Cloud, a service engineer receives a notification indicating that a product needs to be delivered to a specific location for installation. The engineer then inspects and installs the product at the designated site. SAP ERP manages the product manufacturing and delivery processes. After the product is delivered to the customer, Salesforce Service Cloud takes over. It manages service requests and dispatches engineers to resolve issues reported by customers. Service Cloud captures the information and creates an incident record when a customer reports a product fault. Engineers receive this information and promptly visit the client site to fix the issue. The solution is easy to implement. Overall, I rate the solution a nine out of ten.
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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

"Pega Customer Service is scalable."
"The most valuable feature of the solution is case management and different configurations."
"The product is scalable. It works efficiently for changing existing features."
"The technical support provided for all the solutions from Pega is of the same quality since they have their own internal teams and the same mechanisms, which are good for dealing with issues of different users."
"Salesforce provides the best they have with the current version. Most of the features we need are already there, and it's very easy to use."
"High availability is really important for us when getting our reports as a vendor."
"Salesforce Essentials is a reliable and powerful application."
"We use Salesforce Essentials for everything we do on the sales side."
"Salesforce makes tracking every product and customer activity easy, enabling managers to monitor their products, such as key products and their peak performance."
"I can download the data to Excel, create tables, and do whatever I want. I am very comfortable with the tool's mobile application. Its main benefit is transparency because I can share it with representatives."
"The CRM system has SAP Sales, SAP Service, and SAP Billing, with everything integrated into an on-premise SAP CRM system. Salesforce Essentials replaced this on-premise system, bringing all functionalities onto the cloud platform."
"In terms of features, the cloud-based solution and easy deployment are standout elements that have made a difference."
More Salesforce Essentials pros
 

Cons

"The licensing cost could also be improved."
"The only concern I have seen about the product is its prices."
"Pega JVM function needs to be improved."
"The product's pricing needs improvement."
"The solution needs to be more user-friendly. It's difficult for a senior to track leads when a salesperson uploads leads. The solution should also improve its integration capabilities."
"Integrating Salesforce with SAP, considering our business relies heavily on SAP for ERP, has been quite challenging due to the intricate product configurations. Unlike standard products like computers with a few options, our products have hundreds of configurable options, making the integration complex. If such integration were possible, it would have been easier to understand the unique nature of our industry and the limited number of customers who buy steel products, unlike consumer electronics."
"Less integration would be better. It should work independently."
"The product's reporting area has certain shortcomings, making it an area where improvements are required."
"The solution could be cheaper."
"Salesforce should encourage new users by offering smaller license packages, such as packages for three or two users."
"When we use mixed languages, it can be uncomfortable because there seems to be no consideration for right-to-left speakers. It feels like these tools were developed by people who only speak left-to-right languages and didn't consider other language types' needs."
"Areas that could be improved or upgraded in the next release include analytics, automation capabilities, and stability."
More Salesforce Essentials cons
 

Pricing and Cost Advice

"The tool's pricing is flexible, and I rate it four to five out of ten."
"The solution provides licenses to users either based on the number of users or the number of cases that an end user creates."
"The pricing is on the higher side, especially with additional costs for professional services like consultants."
"I rate Salesforce Essentials' pricing an eight out of ten."
"It's a perpetual license, and the subscription can be expensive."
"There is a need to make yearly payments towards the licensing costs attached to the solution."
"The pricing is a bit on the expensive side."
"Salesforce Essentials is quite expensive, almost 10 out of 10. I don't have the exact cost, but we found it to be very expensive based on our budget constraints."
"We chose quarterly payments."
"The tool is moderately priced."
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Top Industries

By visitors reading reviews
Financial Services Firm
38%
Computer Software Company
20%
Non Profit
6%
Healthcare Company
6%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What do you like most about Pega Customer Service?
The product is scalable. It works efficiently for changing existing features.
See all answers
What is your experience regarding pricing and costs for Pega Customer Service?
The pricing model of the solution can be divided into two parts since there are two types of licenses that users can purchase. The solution provides licenses to users either based on the number of ...
See all answers
What needs improvement with Pega Customer Service?
Pega can automate the creation of permissions. The licensing cost could also be improved. For future releases, Pega packages are coming along with AI technologies. The blueprint is already in place...
See all answers
What do you like most about Salesforce Essentials?
Salesforce provides the best they have with the current version. Most of the features we need are already there, and it's very easy to use.
See all answers
What is your experience regarding pricing and costs for Salesforce Essentials?
Salesforce Essentials is very expensive, but it delivers exceptional value. It is a good platform to have if you can afford it because it has numerous add-ons and modules. Anything that Salesforce ...
See all answers
What needs improvement with Salesforce Essentials?
We use a limited number of automated workflows in Salesforce Essentials. The workflows we implement are designed to make sales teams' lives easier when executing certain tasks. Instead of requiring...
See all answers
 

Comparisons

Microsoft Dynamics 365 Customer Service vs Pega Customer Service Logo
Microsoft Dynamics 365 Customer Service vs Pega Customer Service
Compared 100% of the time
More Pega Customer Service Competitors
No data available
 

Product Reports

Buyer's Guide
CRM
August 2025
Pega Customer Service reportDownload Pega Customer Service product report
Buyer's Guide
Salesforce Essentials
July 2025
Salesforce Essentials reportDownload Salesforce Essentials product report
 

Overview

Pega Customer Service is a comprehensive platform designed to transform customer engagement through advanced automation and AI-driven solutions, tailored for knowledgeable audiences seeking efficient service management tools.

With Pega Customer Service, businesses can deliver superior customer experiences by leveraging its automation capabilities to streamline communication and processes. The platform supports dynamic case management, providing tailored services that adapt to individual customer needs, ensuring consistent, personalized interactions. Its robust system integrates seamlessly with existing infrastructures, enabling quick implementation and scalability. Room for improvement includes enhanced reporting functionalities and a more intuitive setup process to ease adoption for teams.

What are the key features of Pega Customer Service?
  • Dynamic Case Management: Handles complex cases efficiently with adaptable, rule-driven processes.
  • AI-Powered Automation: Automates routine tasks to free up agents for higher-value customer interactions.
  • Omnichannel Engagement: Provides consistent service across all channels, enhancing customer satisfaction.
  • Real-time Decisioning: Utilizes data insights to make informed, timely decisions during customer interactions.
What benefits and ROI can you expect?
  • Increased Efficiency: Reduces operational costs by automating repetitive tasks, boosting productivity.
  • Improved Customer Satisfaction: Provides personalized interactions that meet the expectations of today's customers.
  • Faster Resolution Times: Streamline complex cases to resolve issues swiftly and effectively.
  • Scalability: Easily adapts to business growth, ensuring a future-ready service environment.

Pega Customer Service is widely used across industries like financial services, healthcare, and telecommunications. It provides a flexible framework to meet regulatory demands and enhance customer engagement in these rapidly evolving sectors. Each industry benefits from tailored workflows and data management features specific to their needs, driving innovation and improved service standards.

Pega

Salesforce Essentials is a cloud-based CRM tool for businesses seeking flexible, scalable, and customizable solutions to enhance sales and customer support processes.

Designed for seamless integration across multiple channels, Salesforce Essentials includes Sales and Service Cloud to simplify sales tasks and customer management. It enhances finance, credit, and quality processes with user-friendly AI capabilities and predictive analytics. Despite its strengths, there is room for improvement in SAP integration, interface simplicity, and report generation. Cost-effectiveness and support for diverse languages are also potential upgrade areas. Businesses use this CRM solution for lead management, opportunity tracking, and automating sales workflows, transitioning from paper-based methods to digital efficiency.

What are the essential features of Salesforce Essentials?
  • Scalability and Flexibility: Accommodates growth and customization needs.
  • Multiple Channel Integration: Enhances finance and quality processes.
  • User-Friendly: Easy navigation with AI capabilities.
  • Cloud Deployment: Includes Sales and Service Cloud features.
  • Predictive Analytics: Improves productivity and tracking.
  • Mobile App Support: Facilitates on-the-go access and management.
What benefits or ROI can users expect from Salesforce Essentials?
  • Improved Productivity: Automation features save time and streamline tasks.
  • Enhanced Customer Management: Centralizes interaction and data handling.
  • Ease of Transition: From manual to automated workflows.
  • Performance Monitoring: Standardizes processes for better oversight.

In the retail industry, businesses employ Salesforce Essentials for customer data management and transparency in order processing. Healthcare providers use it for patient engagement and streamlined communication. Financial services utilize it for billing management and compliance, harnessing automation tools for efficient data handling.

Salesforce
Buyer's Guide
Pega Customer Service vs. Salesforce Essentials
July 2025
Free Report: Pega Customer Service vs. Salesforce Essentials
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