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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 8.4, while Creatio is ranked #11 with an average rating of 9.0. Salesforce holds a 16.6% mindshare in CCEC, compared to Creatio’s 2.2% 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 55 Salesforce Service Cloud reviews
  • 1,624 Views
  • 568 Comparison Views
96% willing to recommend
Service Creatio
Read 3 Service Creatio reviews
  • 291 Views
  • 79 Comparison Views
100% willing to recommend
 

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.

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To learn more, read our detailed Salesforce Service Cloud vs. Service Creatio Report (Updated: July 2025).
Buyer's Guide
Salesforce Service Cloud vs. Service Creatio
July 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

Salesforce Service Cloud
Ranking in CRM Customer Engagement Centers
2nd
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
55
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
3
Ranking in other categories
Customer Experience Management (14th)
 

Mindshare comparison

As of August 2025, in the CRM Customer Engagement Centers category, the mindshare of Salesforce Service Cloud is 16.6%, down from 17.1% compared to the previous year. The mindshare of Service Creatio is 2.2%, up from 0.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Customer Engagement Centers
 

Featured Reviews

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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Julio Falcon - PeerSpot reviewer
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

"Salesforce accelerates time to market and streamlines workflows through automation. Integrating with other software systems, such as HR or ERP platforms, allows for seamless data exchange and enhances efficiency."
"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."
"It is a stable product."
"The interface is quite user-friendly."
"The product's initial setup phase was straightforward."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"In terms of visibility to my boss and the team, it does help a lot."
"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."
More Salesforce Service Cloud pros
"Service Creatio is a great tool in process automation."
"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

"The governor limits are a troubling feature of Salesforce"
"The pricing for what Salesforce Service Cloud offers is not great."
"We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process."
"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."
"Salesforce Service Cloud's report functionality could be improved."
"It is kind of a struggle to get a report that shows something you want it to show."
"The integrations with other solutions can be improved."
"I would like to add some bot features."
More Salesforce Service Cloud cons
"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 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

"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."
"Salesforce is not a cheap product. It can be expensive."
"Salesforce Service Cloud is a bit expensive."
"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."
"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."
"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."
"Salesforce is very cost-effective."
"The price of the solution depends on how many users need access to it"
More Salesforce Service Cloud pricing and cost advice
Information not available
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Top Industries

By visitors reading reviews
Financial Services Firm
15%
Manufacturing Company
10%
Performing Arts
9%
Computer Software Company
8%
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.
See all answers
What needs improvement with Salesforce Service Cloud?
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 chall...
See all answers
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 than the marketing area. We utilize it for customer service and customer post-sal...
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?
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. Th...
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
 

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Product Reports

Buyer's Guide
Salesforce Service Cloud
July 2025
Salesforce Service Cloud reportDownload Salesforce Service Cloud product report
Buyer's Guide
CRM Customer Engagement Centers
August 2025
Service Creatio reportDownload 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
July 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: July 2025.
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