Pega Customer Service vs Salesforce Essentials comparison

Pega and Salesforce are both solutions in the CRM category. Pega is ranked #34 with an average rating of 8.3, while Salesforce is ranked #12 with an average rating of 8.2. Pega holds a 0.4% mindshare in CRM, compared to Salesforce’s 0.6% 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 6 Pega Customer Service reviews

547 Views
531 Comparison Views

100% willing to recommend

Salesforce Essentials

Read 14 Salesforce Essentials reviews

842 Views
842 Comparison Views

92% willing to recommend

Pega Customer Service

Salesforce Essentials

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.

To learn more, read our detailed Pega Customer Service vs. Salesforce Essentials Report (Updated: December 2025).

Buyer's Guide

Pega Customer Service vs. Salesforce Essentials

December 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

34th

Average Rating

8.6

Reviews Sentiment

6.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Salesforce Essentials

Ranking in CRM

12th

Average Rating

8.2

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of January 2026, in the CRM category, the mindshare of Pega Customer Service is 0.4%, up from 0.2% compared to the previous year. The mindshare of Salesforce Essentials is 0.6%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Market Share Distribution
Product	Market Share (%)
Salesforce Essentials	0.6%
Pega Customer Service	0.4%
Other	99.0%

CRM

Featured Reviews

Kishore-Panathula

Sr. Architect-CLSA at Wipro Limited

Unified customer service has provided real-time insights and supports flexible, intuitive workflows

We have a customer service application for customer service in a smaller group, and for most purposes, we use the direct platform. It is a unified channel that depends upon the business. We do not use all channels, but we leverage them wherever they are applicable. The interface is intuitive and depends upon the business. Whenever there is a request for information, we come up with a design and then provide the opportunity to see if it is usable or if they would prefer it in another fashion. Out of the box, it is acceptable. It has all the features required for supporting the customer service side. Although we are not using the voice feature, it gives people the flexibility to interact and get real information. Real-time information is available. It includes both a dashboard and the customer service front desk UI.

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Attila Aranyos

Head of Commercial Excellence at Sartorius AG

Has provided a reliable service with responsive support and offers valuable features, though pricing could be more affordable

We are a large organization with 14,000 people. As a user, Salesforce Essentials is extremely easy to use. The complete rollout from minimum viable product to final acceptable product took two years for our global deployment. The business operations for our 14,000 people are managed by approximately 10 people on the business side. These business admins are responsible for sales operations, troubleshooting, training, and driving features and requirements from the sales and marketing organizations. Additionally, we work with product owners on the IT side and a team of programmers. Daily operations require about five people for IT work, security programming, system connections, and development execution. For day-to-day user support, we need eight to ten people in the business. We operate on Microsoft Azure private cloud infrastructure. On a scale of 1 to 10, I rate Salesforce Essentials a 9 out of 10.

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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

"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."

"Pega Customer Service is scalable."

"The product is scalable. It works efficiently for changing existing features."

"The most valuable feature of the solution is case management and different configurations."

"It has all the features required for supporting the customer service side, and although we are not using the voice feature, it gives people the flexibility to interact and get real information with real-time information available."

"The most important feature is how Salesforce Essentials brings together information from multiple channels. The nature of our complex custom product data has been challenging due to our manufacturing nature. Salesforce also allowed business processes like finance, credit lines, customer complaints, and quality issues to integrate seamlessly. I haven’t used the mobile app functionality, because we haven't fully utilized because of our preferance of more personal interactions over using mobile apps."

"Salesforce Essentials is a reliable and powerful application."

"Their reporting and analytics features have a very significant impact on my company's operational efficiency."

"Salesforce makes tracking every product and customer activity easy, enabling managers to monitor their products, such as key products and their peak performance."

"The combination of product and service are exceptional."

"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."

"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 solution helps to track the performance of salespersons before closing deals."

More Salesforce Essentials pros

Cons

"The only concern I have seen about the product is its prices."

"Pega JVM function needs to be improved."

"Improvements are always required, but at this moment, the UI is the key area that is not flexible enough for us."

"The licensing cost could also be improved."

"The product's pricing needs improvement."

"Areas that could be improved or upgraded in the next release include analytics, automation capabilities, and stability."

"The solution's UI is not user-friendly."

"Salesforce Essentials does not contain domain-specific solutions."

"The solution could be cheaper."

"I have seen Salesforce evaluate a lot of AI and analytics into that. But as an end user, I don’t have that much input."

"The primary area for improvement in Salesforce Essentials is its pricing. There are other competitors, like Zoho CRM, that offer similar features at a lower cost."

"The product's reporting area has certain shortcomings, making it an area where improvements are required."

"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."

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."

"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."

"The pricing is a bit on the expensive side."

"It's a perpetual license, and the subscription can be expensive."

"The tool is moderately priced."

"The pricing is on the higher side, especially with additional costs for professional services like consultants."

"We chose quarterly payments."

"I rate Salesforce Essentials' pricing an eight out of ten."

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

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Top Industries

By visitors reading reviews

Financial Services Firm

35%

Computer Software Company

17%

Performing Arts

University

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	5
Midsize Enterprise	3
Large Enterprise	7

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 setup cost depends upon the business. We do not use all channels, so it depends, but we leverage them wherever they are applicable.

See all answers

What needs improvement with Pega Customer Service?

Improvements are always required, but at this moment, the UI is the key area that is not flexible enough for us. From the implementation side, it is still at the higher end. However, I do not have ...

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?

The mobile access can be improved in several ways. Salesforce Essentials operates in a table format where the entire user interface is based on tables, more specifically pivot tables. This is not v...

See all answers

Comparisons

Microsoft Dynamics 365 Customer Service vs Pega Customer Service

Compared 61% of the time

Pega CRM vs Pega Customer Service

Compared 39% of the time

More Pega Customer Service Competitors

No data available

Product Reports

Buyer's Guide

Pega Customer Service

January 2026

Download Pega Customer Service product report

Buyer's Guide

Salesforce Essentials

January 2026

Download 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

December 2025

Free Report: Pega Customer Service vs. Salesforce Essentials

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