We performed a comparison between Pega Robotic Process Automation and Salesforce Service Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about UiPath, Microsoft, Automation Anywhere and others in Robotic Process Automation (RPA)."It is really flexible in what it can do."
"It is a good and matured solution."
"Pega Robotic Process Automation's most valuable feature is that it is robust. Additionally, they have plenty of online documents that are good and Pega Academy is helpful, they are doing a great job. They give training on practical use cases. They take domain use cases, and they are great."
"The tech support is highly available and there is plenty of online training available."
"I am impressed with the tool's recording feature."
"The solution's automation handling capability has positively impacted the overall automation process in my experience."
"Using the tool actually ends up teaching you about making workflows more efficient."
"Its stability has been good."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"We use Salesforce Service Cloud for lead management and opportunity management."
"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."
"The complexity of the solution is very less."
"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 interface is quite user-friendly."
"It is a stable product."
"It is still a niche skill and resources are scarce in the market unless big IT companies are involved."
"The orchestration needs to be better."
"In this modern world, in this automation space, if Pega could provide more options that are user-friendly and provide a way to quickly develop an automation solution that is drag-and-drop with a minimal coding approach, then it would be great for automation."
"Pega Robotic Process Automation scalability is too low."
"Rule versioning and deployment to enable parallel development could still be improved"
"The way integration classes are created could be improved."
"The OCR capabilities of the solution could be improved."
"In Pega, the UI has to be improved because that is the most challenging area that most of our customers ask for because we have to depend on some other React JS or some other tool to bring that kind of UI experience. So, there is a lot of room for improvement in terms of UI and UX."
"The pricing for what Salesforce Service Cloud offers is not great."
"Salesforce Service Cloud's report functionality could be improved."
"The documentation could be improved."
"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."
"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."
"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 main concern for me revolves around the speed of certain integrations."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
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Pega Robotic Process Automation is ranked 9th in Robotic Process Automation (RPA) with 22 reviews while Salesforce Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 39 reviews. Pega Robotic Process Automation is rated 7.6, while Salesforce Service Cloud is rated 8.6. The top reviewer of Pega Robotic Process Automation writes "Great for UI creation, helpful support services, and reliable". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Pega Robotic Process Automation is most compared with UiPath, Blue Prism, Automation Anywhere (AA), Microsoft Power Automate and Pega CRM, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI.
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