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Salesforce Service Cloud vs ServiceNow comparison

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Salesforce Service Cloud Logo
1,855 views|1,606 comparisons
ServiceNow Logo
52,387 views|33,736 comparisons
Featured Review
Use Salesforce Service Cloud? Share your opinion.
Find out what your peers are saying about Microsoft, Zendesk, Zoho and others in CRM Customer Engagement Centers. Updated: January 2022.
564,997 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pricing and Cost Advice
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  • "The mandatory minimum is US$ 20,000 for licensing."
  • "The licenses are expensive."
  • "The setup cost is high compared to others, especially when the scope is not fixed."
  • "I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware."
  • "$230 per user."
  • "It is very expensive because it is a big organization. You have to pay for additional things."
  • "ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."
  • "There are licensing fees."
  • More ServiceNow Pricing and Cost Advice →

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    Questions from the Community
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    Top Answer: 
    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… more »
    Top Answer: 
    It can scale well if you are managing IT assets.
    Top Answer: 
    It's very expensive, and if care is not taken, competitions can quickly come and take over the space by offering better pricing.
    Ranking
    Views
    1,855
    Comparisons
    1,606
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    Views
    52,387
    Comparisons
    33,736
    Reviews
    62
    Average Words per Review
    580
    Rating
    8.1
    Comparisons
    Also Known As
    Service Cloud
    Learn More
    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.

    ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

    ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

    ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

    “The Smarter Way to Workflow”

    ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

    ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

    ServiceNow offers service management software for industries including:

    Cloud services
    Education
    Financial services
    Government
    Healthcare
    Manufacturing
    Telecommunications

    Reviews from Real Users

    IT Central Station users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.

    Offer
    Learn more about Salesforce Service Cloud
    Learn more about ServiceNow
    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    
    Top Industries
    REVIEWERS
    Manufacturing Company27%
    Marketing Services Firm18%
    Computer Software Company9%
    Music Company9%
    VISITORS READING REVIEWS
    Computer Software Company43%
    Comms Service Provider13%
    Financial Services Firm6%
    Government6%
    REVIEWERS
    Financial Services Firm18%
    Computer Software Company15%
    Healthcare Company10%
    Manufacturing Company10%
    VISITORS READING REVIEWS
    Computer Software Company30%
    Comms Service Provider15%
    Government8%
    Financial Services Firm7%
    Company Size
    REVIEWERS
    Small Business27%
    Midsize Enterprise35%
    Large Enterprise38%
    REVIEWERS
    Small Business20%
    Midsize Enterprise14%
    Large Enterprise67%
    VISITORS READING REVIEWS
    Small Business22%
    Midsize Enterprise15%
    Large Enterprise63%
    Find out what your peers are saying about Microsoft, Zendesk, Zoho and others in CRM Customer Engagement Centers. Updated: January 2022.
    564,997 professionals have used our research since 2012.

    Salesforce Service Cloud is ranked 4th in CRM Customer Engagement Centers while ServiceNow is ranked 1st in IT Service Management (ITSM) with 73 reviews. Salesforce Service Cloud is rated 0.0, while ServiceNow is rated 8.2. On the other hand, the top reviewer of ServiceNow writes "Solid, highly scalable, and has got all the features, but needs better reporting, a graphical interface for resource management, and the ability to turn on and off portions of Project Management". Salesforce Service Cloud is most compared with Microsoft Dynamics CRM, Vlocity, JIRA Service Management, SAP Service Cloud and Genesys Cloud, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft PowerApps, Pega BPM, ManageEngine ServiceDesk Plus and JIRA Service Management.

    We monitor all CRM Customer Engagement Centers reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.