Salesforce Service Cloud vs Service Creatio comparison

Salesforce and Creatio are both solutions in the CRM Customer Engagement Centers category. Salesforce is ranked #2 with an average rating of 8.3, while Creatio is ranked #11 with an average rating of 9.0. Salesforce holds a 18.7% mindshare in CCEC, compared to Creatio’s 1.3% mindshare. Additionally, 96% of Salesforce users are willing to recommend the solution, compared to 100% of Creatio users who would recommend it.

Salesforce Service Cloud

Read 53 Salesforce Service Cloud reviews

457 Views
372 Comparison Views

96% willing to recommend

Service Creatio

Read 2 Service Creatio reviews

37 Views
20 Comparison Views

100% willing to recommend

Salesforce Service Cloud

Service Creatio

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Salesforce Service Cloud and Service Creatio based on real PeerSpot user reviews.

Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Salesforce Service Cloud vs. Service Creatio Report (Updated: April 2025).

Buyer's Guide

Salesforce Service Cloud vs. Service Creatio

April 2025

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Helped 849,963 peers since 2012

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

Salesforce Service Cloud

Ranking in CRM Customer Engagement Centers

2nd

Average Rating

8.4

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

Help Desk Software (5th), Knowledge Management Software (2nd), IT Alerting and Incident Management (6th)

Service Creatio

Ranking in CRM Customer Engagement Centers

11th

Average Rating

9.0

Reviews Sentiment

7.3

Number of Reviews

Ranking in other categories

Customer Experience Management (19th)

Mindshare comparison

As of May 2025, in the CRM Customer Engagement Centers category, the mindshare of Salesforce Service Cloud is 18.7%, up from 16.0% compared to the previous year. The mindshare of Service Creatio is 1.3%, up from 0.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Featured Reviews

ChanchalSaxena

Lead Digital Transformation at Kohler Co.

High scalability with good plugins and excellent customer visibility

The solution should improve: 1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license. 2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective.

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Anatolii Vovniuk

Deputy Chief Information Officer, Head of Digital Strategy & Cybersecurity at Kyiv City Council

City governments improve service efficiency with automated workflow processes

The customer self-portal is not good. Service Creatio ( /products/service-creatio-reviews ) has a special capability for external customers and users to access the web portal, but we had to use third-party solutions developed by us. The design of the customer self-portal is quite bad, particularly the UI. It is not capable of integrating third-party identification systems like GEO, Per zone, or BankID for authorization of external users. It would be beneficial to have the possibility to easily build communication or interaction between different services with different instances of Service Creatio.

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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

"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."

"The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."

"The main benefit of Salesforce Service Cloud is that everything is in the cloud. We can track the entire customer journey from lead to account or opportunity. The CRM is in the cloud, while the financial transactions are in NetSuite. By integrating these applications, we get a complete view of the business. Some integrations are event-driven, while others are batch integrations that run at scheduled times. We also build reports using our in-house analytics tool to help leadership make decisions."

"The most valuable feature of Salesforce Service Cloud is its ease of use."

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

"In terms of visibility to my boss and the team, it does help a lot."

"The interface is quite user-friendly."

"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."

More Salesforce Service Cloud pros

"Our customers have seen value and efficiency using this solution."

"You can draw a video map or draw on a piece of paper and put it in creation using the designer tool."

Cons

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

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

"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."

"The integrations with other solutions can be improved."

"The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper."

"There is room for improvement in pricing."

"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 support team is limited and does not typically go above and beyond like some companies. Unless you have premium support, assistance is restricted."

More Salesforce Service Cloud cons

"The return material authorization should utilize no-code or low-code."

"The customer self-portal is not good. Service Creatio has a special capability for external customers and users to access the web portal, but we had to use third-party solutions developed by us."

Pricing and Cost Advice

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

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

"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 price is too expensive."

"Salesforce is not a cheap product. It can be expensive."

"The tool is pretty expensive."

"Salesforce is very cost-effective."

"Salesforce Service Cloud is a bit expensive."

More Salesforce Service Cloud pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

19%

Computer Software Company

13%

Educational Organization

11%

Manufacturing Company

10%

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

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.

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What needs improvement with Salesforce Service Cloud?

The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM ( /products/sap-crm-reviews ), which is much cheaper.

See all answers

What is your primary use case for Salesforce Service Cloud?

I used Salesforce Service Cloud ( /products/salesforce-service-cloud-reviews ) for our sales agents to track visits, gather feedback from customers, and capture orders.

See all answers

What do you like most about Service Creatio?

You can draw a video map or draw on a piece of paper and put it in creation using the designer tool.

See all answers

What needs improvement with Service Creatio?

See all answers

What advice do you have for others considering Service Creatio?

I would recommend improving the ease of building interactions between different installations of Service Creatio. The interactions would allow one service to start in one city and finish in another...

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Comparisons

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Compared 20% of the time

ServiceNow vs Salesforce Service Cloud

Compared 17% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 8% of the time

Pega CRM vs Salesforce Service Cloud

Compared 7% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 7% of the time

More Salesforce Service Cloud Competitors

Salesforce Sales Cloud vs Service Creatio

Compared 100% of the time

More Service Creatio Competitors

Product Reports

Buyer's Guide

Salesforce Service Cloud

April 2025

Download Salesforce Service Cloud product report

Buyer's Guide

CRM Customer Engagement Centers

March 2025

Download Service Creatio product report

Also Known As

Service Cloud

bpm’online customer service, bpm’online service enterprise

Overview

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Salesforce

Intelligent service management platform to accelerate service delivery and customer delight

Service Creatio offers out-of-the-box processes based on industry best practices for medium and large organizations. Manage customer requests and automate service operations by following pre-defined processes for customer care excellence. Creatio recognized in Gartner 2016 Magic Quadrant for the CRM Customer Engagement Center, as well listed in Five Categories of The Gartner CRM Vendor Guide 2016 (SFA, Partner Relationship Management, Inside Sales and Customer Service Software).

Creatio

Sample Customers

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

Health e(fx), People 2.0, Citilink, Dealer eProcess (DEP)

Buyer's Guide

Salesforce Service Cloud vs. Service Creatio

April 2025

Free Report: Salesforce Service Cloud vs. Service Creatio

Find out what your peers are saying about Salesforce Service Cloud vs. Service Creatio and other solutions. Updated: April 2025.

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