We performed a comparison between Salesforce Service Cloud and ServiceNow based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The most valuable feature of Salesforce Service Cloud is its ease of use."
"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."
"It's a cloud tool, so it is easy to set up."
"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."
"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."
"The complexity of the solution is very less."
"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."
"We use Salesforce Service Cloud for lead management and opportunity management."
"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."
"ServiceNow is easy to use."
"The subsequent chain of tasks, I believe, is valuable."
"I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense."
"The Workflow feature is the most valuable."
"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."
"I like ServiceNow's Workspace feature. With Jira, we had to edit a ticket by going into it. We couldn't perform edits from within the project plan. ServiceNow allows you to edit everything from one screen. It's like an Excel spreadsheet, but Jira requires you to drill down into the ticket. ServiceNow is more convenient if you are working on multiple projects and workflows."
"I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good."
"The product's high price is an area of concern where improvements are required."
"The pricing for what Salesforce Service Cloud offers is not great."
"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."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"The documentation could be improved."
"Salesforce Service Cloud's report functionality could be improved."
"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 main concern for me revolves around the speed of certain integrations."
"Local solutions have lower costs."
"The capital expenditure neeed to get the tool up and running is extensive."
"There should be greater integration with other enterprise applications. We're using Microsoft, Oracle, and other applications, and it would be good to have a greater integration on some of the immediate hiccups that you have with these services. It doesn't mean that when we have a problem with using another application, ServiceNow should be able to fix it, but ServiceNow should be able to alert us to things. There should be a bit more automation or integration."
"Its stability and pricing need improvement."
"They need to be providing vendors and implementation partners with materials and guidance on implementation."
"The installation and deployment of ServiceNow can be a bit challenging. One major issue I've encountered is that ServiceNow doesn't provide the same mobile responsiveness or features that we used to enjoy with other tools. For example, with Splunk, our response times were about five minutes, and we could manage alerts and incidents directly from our mobile devices."
"I have a problem with the way the solution's price is calculated."
"It should enhance its offerings by providing the chance to obtain course certifications at an affordable fee."
Salesforce Service Cloud is ranked 9th in Help Desk Software with 39 reviews while ServiceNow is ranked 1st in Help Desk Software with 211 reviews. Salesforce Service Cloud is rated 8.6, while ServiceNow is rated 8.4. The top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". 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 Service Cloud is most compared with Microsoft Dynamics CRM, JIRA Service Management, Vlocity, BSI and BMC Helix ITSM, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian. See our Salesforce Service Cloud vs. ServiceNow report.
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