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 16.8% mindshare in CCEC, compared to Creatio’s 1.8% 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

508 Views
335 Comparison Views

96% willing to recommend

Service Creatio

Read 3 Service Creatio reviews

60 Views
31 Comparison Views

100% willing to recommend

Salesforce Service Cloud

Service Creatio

Comparison Buyer's Guide

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Executive SummaryUpdated on Jun 29, 2025

Salesforce Service Cloud and Service Creatio offer distinct strengths in customer service solutions. Salesforce Service Cloud may have an advantage due to its comprehensive tools and support, whereas Service Creatio offers more customization flexibility.

Features: Salesforce Service Cloud is known for its robust automation, AI-powered insights, and integration capabilities. Service Creatio provides customizable interfaces, a low-code platform, and strong business process management integration.

Ease of Deployment and Customer Service: Service Creatio provides a straightforward cloud-based deployment model and comprehensive support during implementation. Salesforce Service Cloud may require longer deployment times due to its complexity, but it offers extensive resources and support options, including community forums and documentation.

Pricing and ROI: Salesforce Service Cloud's pricing reflects its feature set, potentially resulting in a longer ROI period. Service Creatio offers flexible pricing with a focus on quicker ROI due to its customization and deployment speed.

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

Buyer's Guide

Salesforce Service Cloud vs. Service Creatio

June 2025

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Helped 860,168 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

7.0

Number of Reviews

Ranking in other categories

Help Desk Software (4th), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)

Service Creatio

Ranking in CRM Customer Engagement Centers

11th

Average Rating

9.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

Customer Experience Management (15th)

Mindshare comparison

As of July 2025, in the CRM Customer Engagement Centers category, the mindshare of Salesforce Service Cloud is 16.8%, up from 15.8% compared to the previous year. The mindshare of Service Creatio is 1.8%, up from 0.9% 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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Julio Falcon

IT-Director (CTO) at No Code Services

Customization and process automation enhance support operations, but interface consistency could improve

At this time, there is not specifically something to improve regarding Service Creatio, but a couple of years ago, Creatio started developing a new version called Freedom UI with new interfaces. The new interfaces are amazing, but we still have some features in Classic UI that we cannot use in Freedom UI. What we miss is having all features in Classic available in Freedom. Creatio works every three months to release new features, but they are taking too much time to make all those features available. We could use more time. There are a lot of business rules we can use in Classic UI, but we cannot use many of those business rules in the Freedom UI because of the different interfaces. We miss several kinds of business rules or conditions that we could use in the design of the application or interfaces to the customer. For instance, I had a feature to introduce a formula graphically, but I can only use very basic formulas in the latest release. In Classic UI, we have powerful formulas, but in Freedom UI, I am limited to direct files from the current screen. The only thing I miss is having all the features from Classic UI available in Freedom UI. For instance, managing duplicated records is a feature that we can easily use in Classic UI, but in Freedom UI I cannot merge contacts to resolve duplicates, which is not available yet.

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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

"We used Salesforce Service Cloud for CRM (customer relationship management) cases and general sales cases."

"It integrates with all our platforms, providing a comprehensive view of the customer."

"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."

"There is an out-of-the-box feature for reporting and analytics"

"The plug-ins that work with other standard systems have made the product industry-ready."

"The interface is quite user-friendly."

"Salesforce Service Cloud improved our organization with its mobile capabilities."

"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

"Service Creatio is a great tool in process automation."

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

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

Cons

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

"The pricing for what Salesforce Service Cloud offers is not great."

"The solution's integration with the main ERP is a little cumbersome."

"The solution could continue improving its artificial intelligence capabilities."

"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."

"Reporting could be improved."

"There are some issues with backend connectivity in Salesforce Service Cloud."

"It is kind of a struggle to get a report that shows something you want it to show."

More Salesforce Service Cloud cons

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

"Despite me telling them that Service Creatio has many certifications to protect data, they chose on-premise, which has created issues, as they must be responsible for updates, upgrades, and new releases."

"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

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

"Only enterprise businesses can afford the solution, and small companies cannot afford it."

"The licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."

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

"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."

"Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions."

"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."

More Salesforce Service Cloud pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

18%

Computer Software Company

11%

Educational Organization

Manufacturing Company

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?

My advice for those looking to use Service Creatio is to have a clear understanding of what they need to solve with the tool. Many companies lack professionals who understand the requirements to im...

See all answers

Comparisons

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Compared 20% of the time

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Compared 17% of the time

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Compared 8% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 7% of the time

IFS Cloud Platform vs Salesforce Service Cloud

Compared 6% of the time

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Compared 63% of the time

Freshdesk vs Service Creatio

Compared 38% of the time

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Product Reports

Buyer's Guide

Salesforce Service Cloud

June 2025

Download Salesforce Service Cloud product report

Buyer's Guide

CRM Customer Engagement Centers

June 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

June 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: June 2025.

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