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Freshservice vs Salesforce Service Cloud vs ServiceNow 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
6.7
Automation Anywhere boosts efficiency and savings, offering dramatic time and cost reductions with rapid ROI and increased productivity.
Sentiment score
6.5
Freshservice increased efficiency and reduced workload while improving SLA compliance and resource use, despite licensing cost challenges in HR.
Sentiment score
6.5
Salesforce Service Cloud boosts ROI with improved efficiency, productivity, customer satisfaction, and significant KPI advancements, yielding a 135% ROI.
Sentiment score
6.5
ServiceNow delivers ROI through time savings, workflow automation, improved IT efficiency, and cost savings on infrastructure.
In terms of cost, we participated in projects achieving two to three million dollars in annual savings.
Software Developer at Boston Scientific
As a return on investment, we have achieved a 250% ROI in six to nine months, and sometimes it increases up to 380% percent.
Software Engineer Intern at a university with 11-50 employees
Automation Anywhere has helped us save money.
RPA Solution Architect at a computer software company with 51-200 employees
Faster resolution means the average ticket resolution time decreased by roughly twenty-five to thirty percent since alerts are automatically converted into tickets and routed to the right team.
Security Engineer (SOC) at a tech services company with 51-200 employees
Automation has contributed significantly, resulting in reduced resource counts, which equates to savings in money and time.
Technical support manager at a tech vendor with 201-500 employees
With using Freshservice, only two technicians are needed per one shift, but without Freshservice, for the same company size, we need about four technicians per shift, so it saved money and time.
Systems Engineer at a consultancy with 51-200 employees
The ROI depends on the context; if I am comparing one application to another, it might be around ten percent, but if it is from manual to a streamlined process, the ROI is much higher—sometimes reaching forty percent for parts return and the first-time fix rate.
Preseales And Solution Head at Tata Consultancy
Salesforce Service Cloud requires significant maintenance effort to see ROI.
Lead Solutions Architect at a financial services firm with 11-50 employees
Thanks to ServiceNow's end-to-end automation, we save five to ten days of cycle time for each invoice.
Application Development Associate & Manager at a tech vendor with 10,001+ employees
They have removed the costs associated with on-prem infrastructure, including data center costs, power costs, and physical server costs.
General Manager at sPerception IT
ServiceNow offers a great return on investment because it saves us a lot of time and increases the efficiency of team members to complete their tickets and work on the PRBs to solve the root cause.
Product Developer at Cognizant
 

Customer Service

Sentiment score
6.9
Automation Anywhere's customer service is praised for responsiveness and availability, despite some delays and communication issues.
Sentiment score
6.8
Freshservice support is generally efficient and professional, though complex issues and communication can sometimes pose challenges.
Sentiment score
5.6
Salesforce Service Cloud offers praised support but experiences vary; premium support and community engagement improve issue resolution.
Sentiment score
7.0
ServiceNow support is praised for responsiveness and knowledge, yet experiences mixed reviews, prompting reliance on community resources and partners.
Whenever we need help, we can reach out to them, and they help us out.
Software Developer at Boston Scientific
We also have dedicated account managers and technical experts to solve our problems related to Automation Anywhere.
Software Engineer Intern at a university with 11-50 employees
We just have to raise a ticket, after which we receive a call, email, or ping from the Automation Anywhere team.
Solution architect at Boston Scientific
Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months.
IT Service Delivery Manager at Symposiam
However, they have improved over the period of two years.
IT & Operations Manager at a financial services firm with 51-200 employees
Their documentation is also good, making setup easy without needing frequent support requests.
Security Engineer (SOC) at a tech services company with 51-200 employees
Unless you have premium support, assistance is restricted.
Lead Solutions Architect at a financial services firm with 11-50 employees
Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.
Head Of Information Technology at SAISOFT
Users can raise tickets for platform issues, workflow errors, integrations, or production incidents through ServiceNow's support portal.
Cloud Administrator at a retailer with 10,001+ employees
The support is exemplary and deserves a perfect rating.
Team Lead at a tech vendor with 10,001+ employees
Obtaining support for maintenance is the current challenge because they don't have a presence in the local market.
General Manager at sPerception IT
 

Scalability Issues

Sentiment score
7.3
Automation Anywhere effectively scales projects of all sizes, integrating bots flexibly despite some complexity and infrastructure challenges.
Sentiment score
7.3
Freshservice scales efficiently with added licenses, supporting growth with cloud benefits, though customization and costs may limit larger enterprises.
Sentiment score
8.1
Salesforce Service Cloud is praised for its robust scalability, easily supporting growth and integrating across enterprise applications.
Sentiment score
7.4
ServiceNow offers scalable, flexible solutions for diverse businesses, integrating easily but facing minor challenges with very large organizations.
As we are using Microsoft Copilot for our AI agents, I look forward to integrating it with Automation Anywhere and its solutions, seeing it as a beneficial partnership as Automation progresses toward AI as the main solution.
Sr. Manager, Finance Transformation at Amkor Technology, Inc.
The centralized control room allows us to orchestrate and manage bots seamlessly.
Associate Leadership Team at a financial services firm with 10,001+ employees
I can scale it in terms of hundreds of bots and configure hundreds of parallel robots easily.
Director at a computer software company with 51-200 employees
As our organization has grown and ticket volume related to AWS resources increased, Freshservice handled the extra load without any performance issues.
Security Engineer (SOC) at a tech services company with 51-200 employees
It offers global performance with multi-region data centers to ensure faster responses while adhering to strong security and compliance standards such as GDPR and SOC 2.
IT Service Delivery Manager at Symposiam
Freshservice is easy to use for scalability.
IT manager at a comms service provider with 1,001-5,000 employees
Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.
Head Of Information Technology at SAISOFT
Nobody can compete with Salesforce Service Cloud's scalability.
Lead Solutions Architect at a financial services firm with 11-50 employees
I would rate scalability highly because it is scalable, and there are always parts or other improvements.
Preseales And Solution Head at Tata Consultancy
There are no limitations or performance issues with ServiceNow; it is cloud-based, so it is highly scalable and performs well.
General Manager at sPerception IT
It is capable of vertical scaling with no issues.
Team Lead at a tech vendor with 10,001+ employees
ServiceNow's scalability is very good as it can be deployed in each environment.
Workload Automation at nab
 

Stability Issues

Sentiment score
6.9
Automation Anywhere is generally stable with occasional issues, reliability differing based on user infrastructure, and rated 7-9/10.
Sentiment score
8.2
Freshservice offers stable performance with minimal downtime, few issues, and reliable cloud hosting on AWS, ensuring consistent uptime.
Sentiment score
7.9
Salesforce Service Cloud is stable, robust, and reliable, with occasional performance issues, and stability is valued despite its cost.
Sentiment score
7.7
ServiceNow offers high reliability and uptime, with minor issues resolved quickly, ensuring stable performance even under high demand.
With the latest applications, there are no significant issues like freezing or crashing.
Senior RPA Team Leader at a tech services company with 11-50 employees
From a stability and reliability perspective, we can remain confident that the product performs as an enterprise solution and meets expected standards.
Director Automation CEO at a financial services firm with 10,001+ employees
If you have good best practices, reusable code, an effective framework, and a solid development methodology, bots can be very stable.
Intelligent Automation Engineering Manager at a financial services firm with 5,001-10,000 employees
The service runs smoothly most of the time, and performance has been consistent even when ticket volumes and AWS alerts are high.
Security Engineer (SOC) at a tech services company with 51-200 employees
Freshservice is quite stable as they host it on AWS.
IT & Operations Manager at a financial services firm with 51-200 employees
Freshservice provides a stable environment for our needs.
IT manager at a comms service provider with 1,001-5,000 employees
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
Lead Solutions Architect at a financial services firm with 11-50 employees
It is a reliable cloud platform with good uptime and workflow performance, supporting business-critical processes effectively when configured properly.
Cloud Administrator at a retailer with 10,001+ employees
It is cloud-based, so it is highly scalable and performs well.
General Manager at sPerception IT
I haven't faced any issues with stability; I've rarely seen any downtime.
Solution Engineer - Digital Platform | Mobile at British American Tobacco
 

Room For Improvement

Automation Anywhere needs improvements in integration, cost, user-friendliness, support, performance, and enhanced features for better usability.
Freshservice users seek improvements in reporting, automation, integrations, and customizations to enhance usability and effectiveness for larger enterprises.
Salesforce Service Cloud needs enhancements in integration, functionality, customization, performance, and user-friendly features for better efficiency and usability.
Users criticize ServiceNow for high costs, complex pricing, outdated interface, and inadequate automation, reporting, integration, and security features.
It is better to write a Python script instead of using Automation Anywhere's package when dealing with Excel because it is buggy and tends to break.
Low Code Developer at a manufacturing company with 10,001+ employees
Making the product more lightweight by reducing its dependency on infrastructure could greatly help in the long run.
Software Developer at Boston Scientific
It would be beneficial if the platform provided options for power developers to integrate seamlessly with languages like Java or C#, allowing them to write their own scripts and code.
Rpa Infrastructure Lead at a tech vendor with 10,001+ employees
There's limited experience with the CMDB or asset management features.
IT Technician at a retailer with 1,001-5,000 employees
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
IT & Operations Manager at a financial services firm with 51-200 employees
Reporting is useful, but the customization is still restricted, and it would be great to build more detailed reports that combine multiple data sources, especially for cloud-related operations.
Security Engineer (SOC) at a tech services company with 51-200 employees
Salesforce Service Cloud should focus on simplification.
Lead Solutions Architect at a financial services firm with 11-50 employees
Configuring Flows in Salesforce Service Cloud is very difficult.
Assosiate Partner at Autana Business Partners
It could be better in areas such as media; it does not handle media effectively, particularly with pictures and uploads.
CTO at Glenavoo Digital
It makes no sense in my opinion, and they should offer the team at the front to help customize the product to fit each company's needs, as every company has different demands and forms of submitting a request that need adjustment over time.
Manager of Security Engineering & Architecture at a outsourcing company with 5,001-10,000 employees
My priority points for improvement are the UI glitches and modern AI technology integrations for faster incident management.
Senior Consultant at a consultancy with 10,001+ employees
There is a need for bug or error tracking in ServiceNow.
Team Lead at a tech vendor with 10,001+ employees
 

Setup Cost

Enterprise buyers find Automation Anywhere's pricing high, suitable for large organizations, with ROI potentially justifying initial costs.
Freshservice offers flexible, competitive pricing with tiered plans, varying costs, and value without hidden fees.
Salesforce Service Cloud is costly, yet negotiable and flexible, ideal for larger enterprises considering infrastructure and staffing savings.
ServiceNow's pricing is high due to subscription licensing, but is justified for some by functionality and efficiency gains.
It is more cost-efficient compared to all other RPA platforms.
AI/Robotics Process Automation Specialist at Bell
Automation Anywhere costs are aligned with UiPath and Blue Prism, which are also expensive.
Developer at a consultancy with 10,001+ employees
It is not cheap, with costs ranging between 700 to 800 dollars per month.
Director, Co-Founder & CEO at HEDEHI Solutions Pvt. Ltd.
Switching from previous ITSM tools has led to a 50% reduction in licensing costs.
IT Service Delivery Manager at Symposiam
The solution offers flat licensing and appears to be cost-effective.
IT Technician at a retailer with 1,001-5,000 employees
The price was very comfortable for our organization to proceed with the migration from Freshdesk to Freshservice.
Technical support manager at a tech vendor with 201-500 employees
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
Application Owner at a government with 1,001-5,000 employees
Salesforce Service Cloud is expensive.
Lead Solutions Architect at a financial services firm with 11-50 employees
Regarding pricing, I would say Salesforce field service is affordable, but the cost is increasing a little bit.
Preseales And Solution Head at Tata Consultancy
ServiceNow's pricing can be justified if more functionality is required.
Service Now Developer at Bangmetric services pvt ltd
ServiceNow does come with a price.
Associate Vice President at Wissen infotech
ServiceNow PPM product to a competitive product like Jira, which is an Atlassian product, they were offering better functionalities at one-tenth of the price.
Senior Business Manager at a tech vendor with 10,001+ employees
 

Valuable Features

Automation Anywhere simplifies automation with user-friendly interfaces, AI capabilities, strong integration, security, and support to boost productivity.
Freshservice enhances IT operations with user-friendly features, seamless integrations, automation, and efficient asset management, boosting productivity and SLA compliance.
Salesforce Service Cloud offers robust case management, integration, and customization, enhancing service operations with user-friendly, flexible features.
ServiceNow excels in customizability, integration, and workflow automation, enhancing ticket resolution, collaboration, and productivity across departments.
I can set it up to provide users with a form to fill in all required information, and then the bot operates based on those specifications.
Low Code Developer at a manufacturing company with 10,001+ employees
For example, the email module has been enhanced over the years to support all the latest authentication technologies. That is very important as we move away from username and password and embrace multi-factor authentication.
Automation Manager at a manufacturing company with 1,001-5,000 employees
Automation Anywhere has undergone drastic changes over the past five years, transitioning from version 10 to A360, including desktop-based and cloud-based options.
Solution architect at Boston Scientific
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
IT Technician at a retailer with 1,001-5,000 employees
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
IT manager at a comms service provider with 1,001-5,000 employees
Overall, Freshservice provides cutting-edge AI automation for agents and end-users, effortless no-code workflows and ITIL-aligned operations, robust asset, incident, change, problem, and major incident management backed by the live CMDB, unified service desk with self-service and multi-channel support, and strong analytics reporting features, making it a powerful tool for any IT function.
IT Service Delivery Manager at Symposiam
I can easily connect with the customer, have agent AI to directly communicate with them, and customers can create a case without any intervention.
Preseales And Solution Head at Tata Consultancy
Salesforce Service Cloud improved our organization with its mobile capabilities.
Application Owner at a government with 1,001-5,000 employees
Salesforce Service Cloud offers pre-built packages that are best in class.
Lead Solutions Architect at a financial services firm with 11-50 employees
ServiceNow provides a wide range of functionality, covering all the necessary modules, unlike Jira which is primarily for IT.
Service Now Developer at Bangmetric services pvt ltd
Automation capabilities are impressive, bolstered by a vast repository of out-of-the-box connectors and plugins that facilitate integration with various applications worldwide.
Security Architect at وزارة الثقافة Ministry of Culture
The features of ServiceNow that I find most valuable include its ability to easily access ticket details if you know the ticket number, monitor the timeline of when the ticket was created, and see the current status.
IT infra Admin at synu
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
RF
IT Service Delivery Manager at Symposiam
Automation and AI have transformed our service delivery and have made IT support faster and more efficient
I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.
Sukanya Sen - PeerSpot reviewer
Preseales And Solution Head at Tata Consultancy
Field service has become more customer focused but asset-centric workflows still need improvement
Regarding the positive aspects of the product, the first advantage is that it is integrated with the CRM customer, making it highly customer-focused. I can easily connect with the customer, have agent AI to directly communicate with them, and customers can create a case without any intervention. Technicians can reach out to customers, making communication seamless. The knowledge base in the product definitely helps resolve customer issues. I use the knowledge base mainly for the technicians; they get the details, pre-work brief, and information on probable cases based on what the customer reports, including what parts they need to carry. Omni-channel support definitely improves customer engagement, but it has been available for a long time, so it is nothing new currently.
Hemanthreddy Vakiti - PeerSpot reviewer
Data engineer at a tech vendor with 10,001+ employees
Structured workflows have improved SLA compliance and now support prioritized incident handling
I think the licensing and pricing of ServiceNow is quite expensive compared to other tools. For large organizations, it is acceptable, but specifically for small and medium organizations to track incidents or change requests, ServiceNow is quite expensive. Sometimes performance can be slow when workflows and integrations are configured for complex tasks. For advanced customizations or advanced features which we rarely use, the documentation is not up to standard. The documentation needs to be improved for advanced customization features. However, the platform is stable overall and the features are quite good. The user experience and performance concerns I mentioned are areas I want to be improved. When many workflows and interactions are configured, performance is slow. For the features it is providing, it is quite expensive. If these performance features are improved, we can easily pay that price and get the return on investment.
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Manufacturing Company
9%
Construction Company
8%
Computer Software Company
8%
University
10%
Manufacturing Company
9%
Construction Company
8%
Educational Organization
7%
Financial Services Firm
16%
University
8%
Outsourcing Company
7%
Performing Arts
7%
Financial Services Firm
12%
Manufacturing Company
10%
Government
8%
Computer Software Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business150
Midsize Enterprise82
Large Enterprise531
By reviewers
Company SizeCount
Small Business24
Midsize Enterprise5
Large Enterprise15
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise13
Large Enterprise25
By reviewers
Company SizeCount
Small Business56
Midsize Enterprise35
Large Enterprise180
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
What is your experience regarding pricing and costs for Freshservice?
I do not have any experience with pricing, setup costs, and licensing, as it was assigned to the infrastructure team.
What needs improvement with Freshservice?
Freshservice has an AI agent that needs improvement for finding knowledge base articles. When issues or incidents are...
What is your primary use case for Freshservice?
Freshservice is used to redirect ticket handling and acknowledge tickets and incidents received. Tickets are redirect...
What is your experience regarding pricing and costs for Salesforce Service Cloud?
Regarding pricing, I would say Salesforce field service is affordable, but the cost is increasing a little bit.
What needs improvement with Salesforce Service Cloud?
While Salesforce Service Cloud is more customer-focused, I believe a little more focus on assets is necessary. Custom...
What is your primary use case for Salesforce Service Cloud?
I mainly use Salesforce Service Cloud for field service. Field Service Lightning is a major feature I have used in th...
Which solution is better for developing non-ITSM applications: OutSystems or Service Now?
The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into t...
Would you choose ServiceNow over Microsoft PowerApps?
Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ...
What is your experience regarding pricing and costs for ServiceNow?
ServiceNow operates on a subscription-based pricing model with custom pricing based on modules, users, and business r...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
Flint
Service Cloud
No data available
 

Interactive Demo

Demo not available
Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
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
AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in Help Desk Software. Updated: May 2026.
896,563 professionals have used our research since 2012.