Salesforce Service Cloud and ServiceNow Customer Service Management compete in the customer service software industry. Salesforce seems to have the upper hand due to its comprehensive features and strong integration with its CRM suite.
Features: Salesforce Service Cloud includes automation, customizable consoles, and comprehensive case management. It allows seamless integration with Salesforce data and offers pre-built packages for adaptability. ServiceNow Customer Service Management excels in workflow management and digital transformation through technology integration. It provides seamless workflow beneficial for incident tracking.
Room for Improvement: Salesforce Service Cloud is criticized for its high pricing, Outlook email issues, and complex UI. Users seek better mobile functionality and enhanced analytics tools. ServiceNow lacks advanced customization, has a premium price, and needs better integration with IVR systems and AI features.
Ease of Deployment and Customer Service: Salesforce Service Cloud is mainly deployed in the cloud, known for community support but mixed customer service experiences. ServiceNow offers multiple deployment models with knowledgeable support but desires faster response times in critical cases.
Pricing and ROI: Both Salesforce Service Cloud and ServiceNow are premium-priced, favoring larger organizations. Salesforce users stress negotiation for maximizing value, with ROI tied to efficiency. ServiceNow is known for streamlining operations despite high costs, necessitating careful cost-benefit evaluations.
Salesforce Service Cloud requires significant maintenance effort to see ROI.
Without such tools, the business would be affected by five to ten percent in annual revenue.
In our organization, downtime and criticality have been addressed in a very short time, and the revenue and outcomes from this have increased.
ServiceNow Customer Service Management saves time because of the CSM module and it saves money as well.
Unless you have premium support, assistance is restricted.
Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.
It is better because partners have a deep understanding of the code and configuration challenges.
Customer support provides a lot of help and responds immediately, offering very good service.
Whenever we raise high cases, we do get a response in minimum TAT.
Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.
Nobody can compete with Salesforce Service Cloud's scalability.
If challenges are resolved efficiently with tools like ServiceNow Customer Service Management, it significantly impacts business operations.
The solution is scalable and offers high scalability as new features are added regularly.
ServiceNow Customer Service Management's scalability is such that it is scalable to a large extent as it can be integrated with other applications as well.
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
Overall, it is very stable aside from these issues.
ServiceNow Customer Service Management is highly stable, which is critical because it operates as a live system 24/7.
Salesforce Service Cloud should focus on simplification.
Configuring Flows in Salesforce Service Cloud is very difficult.
It could be better in areas such as media; it does not handle media effectively, particularly with pictures and uploads.
It is important to follow practical rules and best practices to avoid misconfigurations caused by different developers doing things their own way.
Quick case resolutions through AI is one of the most valuable use cases.
Managing this platform requires sophisticated handling.
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
Salesforce Service Cloud is expensive.
ServiceNow Customer Service Management is expensive, with costs around half a million US dollars per year.
The pricing is around a seven, making it rather expensive.
ServiceNow Customer Service Management is expensive, although there is value for money considering the time and administrative efficiencies it brings.
Salesforce Service Cloud improved our organization with its mobile capabilities.
Salesforce Service Cloud offers pre-built packages that are best in class.
Usability is one of the strongest characteristics of Salesforce Service Cloud.
ServiceNow Customer Service Management has impacted our organization positively; we have formed a very good process with this tool that has helped increase the productivity of the team.
The most valuable features are incident management and change management.
ServiceNow Customer Service Management offers valuable features such as workflow management, an approval cycle, and integration with a payment gateway, which allows for payments to be made using the system.
| Product | Market Share (%) |
|---|---|
| Salesforce Service Cloud | 11.1% |
| ServiceNow Customer Service Management | 6.6% |
| Other | 82.3% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 13 |
| Large Enterprise | 24 |
| Company Size | Count |
|---|---|
| Small Business | 6 |
| Midsize Enterprise | 1 |
| Large Enterprise | 9 |
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.
Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.
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