We performed a comparison between Salesforce Platform and ServiceNow based on real PeerSpot user reviews.
Find out in this report how the two Rapid Application Development Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."One can do almost everything using Salesforce's OOTB functionality without much investment."
"The product is pretty responsive."
"The queue management of the solution is its most valuable aspect."
"The tool's most valuable feature is the CRM. Salesforce Platform comes with out-of-the-box capabilities."
"The solution can scale."
"A very flexible solution."
"There are no major performance issues in the solution."
"The solution has plenty of features that are useful."
"It has an excellent capability to integrate different access points."
"The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks."
"Operations and maintenance costs have been reduced using this solution. We have been able to deliver faster solutions to our customers and track progress using live data."
"The most impactful feature in our day-to-day operations is the ticket status, which provides crucial visibility into the progress of each resource or incident."
"In terms of the most valuable features, it's nice to have everything in one place. Things are easy to follow up on. ServiceNow provides that workflow. I know at some level it is in the pipeline and then if I need to follow up, everything's there. Those are the key benefits of ServiceNow."
"Will give us better control over asset management and technical debt once we can centralize all contract information."
"The Idea Portal and the PPM platform are most valuable. Their out-of-the-box dashboards and reporting are fantastic. I use them almost on a weekly basis. I have developed a couple of PMO dashboards for reporting. It is user-friendly. Everything is done through a navigation bar, and it makes things a lot easier that way."
"I find almost all the features valuable. It can do nearly everything except make your coffee, as my colleagues always say. It's got pros and cons, like every software, but the good thing about it is that it has a very structured approach."
"When it switched to lightning, it threw me for a loop. When they changed the look and feel, I had a hard time finding things and doing what I used to do."
"The management of Salesforce could be quite a task. Old and unusable contacts can add up over time. If I could wave a magic wand, it would be to initiate a self-cleaning feature."
"Better flexibility in editing emails created from templates would be great, and being able to add hyperlinks in emails for scheduling meetings would allow us to automate more."
"I think the interface should be enhanced and more user-friendly."
"The solution offers upgrades at a slower pace. The solution needs to keep up with competitors."
"I want more analytics in the platform and the addition of AI-based models, for example, predictive feedback. The Salesforce Platform needs to be more intelligent and intuitive to make it a great solution."
"I would like to see the organizational details improved to make it less difficult to bring new clients on board."
"There is always room for improvement. It can be hard to learn, but when you have somebody who is experienced in this, it is like anything else. It is like Excel, you'll never know everything about Excel, but there's somebody who would possibly know. I'm sure I don't know all of the ins and outs of Salesforce."
"There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement."
"Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential."
"The solution’s user interface could be improved and given a better design."
"Their cloud management is also not that great compared to other products."
"I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious."
"Transparency in the pricing model needs to be improved."
"Data access is a bit difficult, where you sometimes wish you had a relational database for some queries. The flexibility of data access in general is a bit on the low end. Of course, there is flexibility in some ways, but when I need a certain combination of data for some report, it can become a challenge."
"We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition."
Salesforce Platform is ranked 9th in Rapid Application Development Software with 80 reviews while ServiceNow is ranked 4th in Rapid Application Development Software with 210 reviews. Salesforce Platform is rated 8.2, while ServiceNow is rated 8.4. The top reviewer of Salesforce Platform writes "Reliable with good reporting and custom dashboards". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Salesforce Platform is most compared with Microsoft Power Apps, Oracle Application Express (APEX), Microsoft Azure, Appian and Amazon AWS, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM and IBM Maximo. See our Salesforce Platform vs. ServiceNow report.
See our list of best Rapid Application Development Software vendors and best No-Code Development Platforms vendors.
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