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Pega Robotic Process Automation vs Salesforce Service Cloud comparison

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Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
8.1
Automate enhances IT by saving resources, improving productivity, and achieving ROI with reduced costs and increased efficiency quickly.
Sentiment score
5.4
Pega Robotic Process Automation improves efficiency and profitability by reducing costs, errors, and cycle times while boosting transaction efficiency.
Sentiment score
6.5
Salesforce Service Cloud improves ROI through efficiency, visibility, and integration, yielding up to 50% ROI amidst varying challenges.
Fortra's Automate has effectively replaced the workload of an entire employee, saving us significant time and money.
It has reduced our expenditures in terms of purchasing more products and employing more technicians.
On a scale from one to ten, I would rate the ROI as nine.
Salesforce Service Cloud requires significant maintenance effort to see ROI.
 

Customer Service

Sentiment score
7.4
Automate's customer service is highly rated for quick, knowledgeable support and effective communication, despite a complex knowledge base.
Sentiment score
6.0
Pega RPA support is generally effective and timely, though complex issues can require more time and clarity.
Sentiment score
5.6
Salesforce Service Cloud is praised for responsiveness and community support, though premium support is recommended for complex issues.
They don't always understand the processes I'm trying to implement.
I would rate the technical support as a nine out of ten because it is quite fast and courteous.
They are very responsive and have been able to resolve any issues I have encountered.
On-premise support is generally not as effective as the cloud support that Pega currently provides.
The speed and quality of response could be improved.
Unless you have premium support, assistance is restricted.
Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.
 

Scalability Issues

Sentiment score
7.2
Automate is flexible and scalable, offering high availability, load balancing, and competitive pricing, making it effective for large organizations.
Sentiment score
6.6
Pega RPA's scalability varies by environment and user knowledge, with cloud deployment easier than on-premise setups.
Sentiment score
8.1
Salesforce Service Cloud is scalable, customizable, and cloud-based, enabling seamless growth and integration for enterprise-level adaptability.
The scalability of Automate also scores a ten out of ten.
It is easy to increase one bot or one studio without needing to buy another orchestrator, which can be quite expensive.
Automate is stable for my needs and is highly scalable, allowing the same workflow to serve numerous tasks effectively.
There are limitations in scaling as RPA is not a scalable solution.
Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.
Nobody can compete with Salesforce Service Cloud's scalability.
 

Stability Issues

Sentiment score
7.0
Automate is stable and reliable, with minimal glitches, but performance may be impacted by server connectivity and resource dependency.
Sentiment score
7.4
Pega RPA is stable, reliable, and highly rated, praised for seamless performance and flexible automation capabilities.
Sentiment score
7.9
Salesforce Service Cloud is stable and reliable, with rare disruptions, excellent support, and scalability when following best practices.
The stability of the solution is a ten out of ten.
It has very robust features, and it is not prone to instability.
The stability of Fortra's Automate is excellent.
On a scale from one to ten, stability would rate at three.
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
 

Room For Improvement

Automate needs improved stability, user interface, integration, documentation, and security, with enhanced community support and OCR capabilities.
Pega Robotic Process Automation requires enhanced integration, OCR, UI improvements, streamlined deployment, and better global cloud support.
Salesforce Service Cloud needs UI/UX improvements, pricing adjustments, stability, better integrations, and enhanced reporting, email, and AI capabilities.
This is a significant concern, especially with critical workloads where visibility into errors is essential.
My major recommendation would be for easier upgrade paths between major versions.
I would prefer not having to log in to update a ticket; being able to respond via email would be beneficial.
Pega Robotic Process Automation is a temporary solution to a bigger issue, and the cost of implementation especially with Pega really stops customers from proceeding.
Salesforce Service Cloud should focus on simplification.
Configuring Flows in Salesforce Service Cloud is very difficult.
It could be better in areas such as media; it does not handle media effectively, particularly with pictures and uploads.
 

Setup Cost

Automate offers cost-effective pricing per bot with both perpetual and annual licenses, providing flexibility and competitive enterprise solutions.
Pega's RPA pricing targets enterprises with integrated, costly packages, offering flexible models and competitive integration advantages.
Salesforce Service Cloud's high costs can be offset by negotiating contracts, offering flexible licensing and significant functionality for large teams.
Competitors are often more expensive than Automate.
It offered what we wanted at a good, competitive price.
It does a lot but also costs a lot.
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
Salesforce Service Cloud is expensive.
 

Valuable Features

Automate boosts efficiency with user-friendly automation, seamless integration, robust scheduling, cost-effective licensing, and minimal technical requirement.
Pega RPA excels in case management, offering low-code development, CRM integration, and centralized monitoring for efficient automation and scalability.
Salesforce Service Cloud excels in customization, integration, automation, and scalability, offering real-time data, email management, and extensive API support.
Automate's non-reliance on additional orchestrators makes it quite cost-effective.
In my opinion, the best feature Automate offers is the scheduling.
Automate's compatibility with existing IT infrastructure has impacted our business operations positively by providing smooth integration with other software that we use, such as Gmail, Jira, and Microsoft 365 apps, which gives us a unified platform instead of having to keep switching from one software to another, saving a lot of time and streamlining the whole workflows.
The number of human steps that have been eliminated is significant, and we try to maximize straight-through processing.
Salesforce Service Cloud improved our organization with its mobile capabilities.
Salesforce Service Cloud offers pre-built packages that are best in class.
Usability is one of the strongest characteristics of Salesforce Service Cloud.
 

Categories and Ranking

Automate
Sponsored
Average Rating
8.4
Reviews Sentiment
7.2
Number of Reviews
31
Ranking in other categories
Robotic Process Automation (RPA) (5th)
Pega Robotic Process Automa...
Average Rating
7.4
Reviews Sentiment
6.5
Number of Reviews
25
Ranking in other categories
Robotic Process Automation (RPA) (19th)
Salesforce Service Cloud
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
56
Ranking in other categories
CRM Customer Engagement Centers (2nd), Help Desk Software (4th), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)
 

Mindshare comparison

Robotic Process Automation (RPA) Market Share Distribution
ProductMarket Share (%)
Pega Robotic Process Automation3.3%
Microsoft Power Automate16.5%
UiPath Platform16.3%
Other63.9%
Robotic Process Automation (RPA)
CRM Customer Engagement Centers Market Share Distribution
ProductMarket Share (%)
Salesforce Service Cloud13.5%
Microsoft Dynamics CRM18.2%
ServiceNow Customer Service Management8.1%
Other60.2%
CRM Customer Engagement Centers
 

Featured Reviews

Jane Rachma Kiniti - PeerSpot reviewer
Automate has streamlined workflows and increased efficiency with powerful automation
The best features of the solution are the flexible automation features, it is rich with beautiful connectors, and it is easy to use with little to no coding knowledge required to get started, so anybody can use the tool. The intuitive interface of Automate has an intuitive design, which makes it easy to learn and use even without a strong technical background, and it has a drag-and-drop interface, which makes everything so easy and straightforward. The error handling capabilities in complex automation tasks are powerful, as it handles all types of tasks, whether complex or simple. I've never faced any problems even when dealing with complex tasks, so everything is super smooth and highly reliable, even when dealing with big tasks, as it has never slowed down. Automate's compatibility with existing IT infrastructure has impacted our business operations positively by providing smooth integration with other software that we use, such as Gmail, Jira, and Microsoft 365 apps, which gives us a unified platform instead of having to keep switching from one software to another, saving a lot of time and streamlining the whole workflows. The automated analytics have helped improve our business processes since it has increased our efficiency by automating our everyday tasks, freeing up time for us to focus more on strategic activities such as analyzing data and developing new business strategies. It is also cost-saving. By minimizing manual labor, it decreases human errors that can lead to costly mistakes. By automating the tasks, it helps to save costs, and it also improves our accuracy by reducing these errors to ensure that tasks are done almost perfectly.
reviewer4848291 - PeerSpot reviewer
Pega Robotic Process Automation (RPA) automates repetitive, rule-based tasks across systems without human intervention. Struggling with flexibility but integrates easily for small-scale automation tas
1. Enhanced Cross-Platform Support Currently optimized for Windows-based applications. Needs better support for web, cloud-native, and non-Windows environments (e.g., Linux, macOS). 2. Simplified Development Experience Pega Robot Studio has a steep learning curve, especially for non-developers. Could benefit from a more intuitive, drag-and-drop interface and prebuilt automation templates. 3. Stronger AI/ML Integration Bots rely heavily on rule-based logic. Native integration with AI/ML models (e.g., for document understanding, sentiment analysis) could make bots smarter and more adaptive. 4. Improved Debugging & Testing Tools Debugging complex automations can be time-consuming. Needs better simulation, logging, and error tracing tools for faster troubleshooting. 5. More Scalable Bot Orchestration While Pega Robot Manager is powerful, managing large bot fleets can become complex. Could improve auto-scaling, load balancing, and dynamic resource allocation. 6. Broader Integration Ecosystem Limited out-of-the-box connectors compared to competitors like UiPath. Expanding the integration library (e.g., for SaaS apps, APIs, databases) would reduce custom development. 7. Licensing Flexibility Licensing can be cost-prohibitive for smaller teams or departments. More modular or usage-based pricing could improve adoption.
MARIA PILAR CANDA - PeerSpot reviewer
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.
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Top Industries

By visitors reading reviews
Financial Services Firm
11%
Computer Software Company
9%
Manufacturing Company
9%
Performing Arts
6%
Financial Services Firm
22%
Computer Software Company
15%
Manufacturing Company
11%
Outsourcing Company
5%
Financial Services Firm
15%
Performing Arts
9%
Manufacturing Company
9%
University
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business23
Midsize Enterprise8
Large Enterprise6
By reviewers
Company SizeCount
Small Business5
Midsize Enterprise4
Large Enterprise17
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise13
Large Enterprise24
 

Questions from the Community

What do you like most about HelpSystems AutoMate?
We use it for specific cases, mainly secure file transfers, which are vital for us. And it works for us.
What is your primary use case for HelpSystems AutoMate?
My main use case for Automate is automating my everyday tasks, such as reporting, task assignment, and updating proje...
What is your experience regarding pricing and costs for Fortra Automate?
The pricing for Automate is affordable, even for a small organization, and it's well-packed and affordable.
What do you like most about Pega Robotic Process Automation?
The solution's automation handling capability has positively impacted the overall automation process in my experience.
What is your experience regarding pricing and costs for Pega Robotic Process Automation?
I would rate the pricing a six out of ten, with ten being expensive.
What needs improvement with Pega Robotic Process Automation?
Pega Robotic Process Automation is a temporary solution to a bigger issue, and the cost of implementation especially ...
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.
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...
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...
 

Also Known As

HelpSystems Automate, Automate
Pega RPA, OpenSpan
Service Cloud
 

Overview

 

Sample Customers

Aldergrove Financial Group, Preferred Health Professionals, Mindbeam Technologies, First Credit Union in British Columbia, Vestcom International, Prime Liberty Benefits, University of Tampa, CNLBancshares, World Precision Instruments, BJ's Restaurants, Globe Pequot Press, Accudata Technologies, Norton Healthcare, Pacific Toxicology Laboratories
eBay Enterprise, M&I Bank
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
Find out what your peers are saying about UiPath, Automation Anywhere, Microsoft and others in Robotic Process Automation (RPA). Updated: November 2025.
872,922 professionals have used our research since 2012.