Salesforce Service Cloud vs ServiceNow comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

Salesforce Service Cloud
Ranking in Help Desk Software
7th
Average Rating
8.4
Number of Reviews
46
Ranking in other categories
CRM Customer Engagement Centers (2nd), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)
ServiceNow
Ranking in Help Desk Software
1st
Average Rating
8.4
Number of Reviews
212
Ranking in other categories
IT Asset Management (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (4th), No-Code Development Platforms (1st)
 

Mindshare comparison

As of July 2024, in the Help Desk Software category, the mindshare of Salesforce Service Cloud is 2.7%, up from 1.0% compared to the previous year. The mindshare of ServiceNow is 24.7%, down from 26.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
Unique Categories:
CRM Customer Engagement Centers
17.4%
Knowledge Management Software
18.8%
IT Asset Management
22.9%
IT Service Management (ITSM)
27.1%
 

Featured Reviews

Joanna Hindle - PeerSpot reviewer
Dec 18, 2023
Streamlining customer service operations with its centralized platform and offering robust case management, contributing to improved efficiency and enhanced customer support
Our use case revolves around managing licensing and ensuring that our partner companies, specifically resellers, have the appropriate access. We utilize the platform to monitor and organize information about their prospects The centralized infrastructure offers significant advantage. The most…
MP
Feb 1, 2024
Has versatile features, streamlined workflows and excellent scalability
ServiceNow optimizes our IT service management processes through its knowledge base feature. This repository contains solutions and insights into challenges encountered during request or incident resolution. A select group reviews and collects this knowledge to analyze how it can streamline processes or enhance user interfaces, such as creating simplified catalogs for quicker request submission. Integration with ServiceNow ensures that every request or incident benefits from this knowledge, enabling faster delivery through automation. Focusing primarily on requests and incidents, which are the most common user interactions, leveraging the knowledge base in this manner significantly contributes to refining and fine-tuning operations management. ServiceNow significantly enhances our workflow efficiency, as demonstrated by a straightforward example of adding a user to a group. Through analysis of over a thousand requests, primarily for server or file share access, we identified the top ten groups frequently requested. Utilizing this insight, we implemented backend automation scripts integrated into ServiceNow's action tasks. Now, when users request access to a file share or server, they select from a dropdown menu of the top ten file shares, streamlining the process. The automation prompts users for necessary information, such as their ID and approvals email, before swiftly granting access within one to two minutes. Previously, such requests could take up to twenty minutes or even a day due to lack of clarity. However, with this automated workflow, users have predefined options, reducing confusion and minimizing errors. Additionally, the system captures requests not covered by the predefined options, allowing us to monitor and address emerging needs effectively. This improvement has significantly reduced the occurrence of errors and escalations, leading to smoother service delivery. ServiceNow portal has significantly enhanced our user experience and service delivery, particularly through its advanced reporting system. This system allows us to gather feedback and insights, such as the number of pending items assigned to individuals, reasons for delays, and the status of updates. The reporting capabilities within ServiceNow enable us to conduct in-depth analysis of ticket resolutions quickly and efficiently, facilitating improved decision-making and operational efficiency. ServiceNow's reporting and analytics functionalities significantly contributed to decision-making processes, earning a rating of eight out of ten. Although I lack extensive experience with it, I find that ServiceNow is generally straightforward to integrate.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The complexity of the solution is very less."
"In terms of visibility to my boss and the team, it does help a lot."
"The product's initial setup phase was straightforward."
"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."
"The most valuable feature of the solution is the traceability of actions."
"We are very happy with the support team from Salesforce."
"The plug-ins that work with other standard systems have made the product industry-ready."
"The instant input of feedback into the CRM systems by case management is one of the impactful features"
"In my experience, ServiceNow's most valuable feature is its flexibility. If you have a DevOps or development team, you can customize it to meet your specific needs. The tool's dashboard categorizes incidents, making managing it much easier."
"It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers."
"It can scale well if you are managing IT assets."
"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."
"We used ServiceNow for change management, release management, and event management."
"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."
"It provides internal clients with greater transparency about their projects and deliverables."
"If it is a high priority, they will respond very quickly. If it is a low priority issue, it might take some time, some three or four days. I would rate the technical support as a 10 out of 10."
 

Cons

"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 pricing for what Salesforce Service Cloud offers is not great."
"It is kind of a struggle to get a report that shows something you want it to show."
"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."
"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."
"There is room for improvement in pricing."
"The integrations with other solutions can be improved."
"The main concern for me revolves around the speed of certain integrations."
"The customization that we are doing for the needs of our organization are difficult to do and could be improved."
"The scalability needs improvement."
"A new user does need training or time to learn the solution before jumping in. It was very hard in the beginning to understand everything. I couldn't find the models I needed at the time."
"When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user."
"The solution should offer better security when it comes to storing data."
"It is annoying that ServiceNow keeps on changing back to Quebec every six months."
"if I consider from the IT operations management side, ServiceNow is pretty premature on some things, especially the discovery, while the other tools like Micro Focus and BMC Remedy, those that have been in the market for quite some time. ServiceNow is evolving itself in the discovery piece of the future."
"They need to be providing vendors and implementation partners with materials and guidance on implementation."
 

Pricing and Cost Advice

"The solution is priced at 50 dollars a month per user."
"The tool is pretty 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 a highly expensive solution"
"The price is too expensive."
"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 of the solution depends on how many users need access to it"
"Salesforce is very cost-effective."
"The platform offers a free trial, by providing a free developer instance once you sign up."
"The pricing is on the high side, but if you look at the stability and option to work, it's kind of justified."
"Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers."
"I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware."
"The price is okay for us. It's reasonable."
"It is fairly expensive."
"Some time ago it was expensive, but large companies have special contracts. It's enterprise prices, and we're talking about millions per year."
"It is very expensive because it is a big organization. You have to pay for additional things."
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
793,052 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
21%
Educational Organization
15%
Financial Services Firm
13%
Manufacturing Company
8%
Educational Organization
23%
Computer Software Company
11%
Financial Services Firm
10%
Government
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What is your experience regarding pricing and costs for Salesforce Service Cloud?
Salesforce Service Cloud is a highly expensive solution. I would rate the pricing an eight out of ten. The price is justified by the reputation of the vendor.
What needs improvement with Salesforce Service Cloud?
There are some issues with backend connectivity in Salesforce Service Cloud. For example, connecting it with your phone is troublesome. I expect the backend issues with the solution to get resolved...
What is your primary use case for Salesforce Service Cloud?
Salesforce Service Cloud is used in our organization at the contact center and for presales working processes. The solution enhances customer support in our company by connecting to CRM solutions a...
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 that platform for good. The business model is to lock in and then keep pumping th...
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 ServiceNow has a very strong module (Performance Analysis) reporting which will ...
What do you like most about ServiceNow?
The solution has a user-friendly interface.
 

Also Known As

Service Cloud
No data available
 

Overview

 

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
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 Salesforce Service Cloud vs. ServiceNow and other solutions. Updated: July 2024.
793,052 professionals have used our research since 2012.