Salesforce Service Cloud vs ServiceNow Customer Service Management comparison

"It is a stable product."

"The interface is quite user-friendly."

"It's a cloud tool, so it is easy to set up."

"With Salesforce Service Cloud, customers can have end-to-end visibility from inquiry to delivery."

"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."

"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."

"We use Salesforce Service Cloud for lead management and opportunity management."

"We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the tool can offer. It can be integrated with any external system. There are also automation possibilities."

"The product provides flexibility in managing and categorizing the incidents."

"Overall, I like the workflow capabilities, orchestration, and integration with existing business apps. The product is awesome in terms of capabilities."

"What I like best about ServiceNow Customer Service Management is that it's a good tool. I like how fast it is and that it's cloud-based. I also like that it's very easy to use. ServiceNow Customer Service Management has minimum options, for example, column options and tab options when compared to other solutions, which makes it easier to use over others."

"The tool's most valuable feature is the service portal."

"One of the solution's most valuable features is its integration with the ITSM suite. When you acquire it, you also get access to incident and problem management from ITSM. This allows you to register a ticket in the product to work with the end user while using ITSM to handle the internal resolution process."

"The setup phase of the solution was straightforward...Regarding the product's user interface, there is an in-built portal developed by ServiceNow, which is good."

"Our organization has received excellent tech support for ServiceNow Customer Service Management."

"The documentation could be improved."

"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."

"The solution could continue improving its artificial intelligence capabilities."

"The governor limits are a troubling feature of Salesforce"

"The pricing for what Salesforce Service Cloud offers is not great."

"Since customization can increase the cost from an implementation standpoint, we focus on showcasing Service Cloud's built-in features and possibilities."

"We're seeing a lot of automation and AI enhancements for improvements. This helps answer simple questions without manual intervention, saving time. We can improve by automating more of our solution-building process. Salesforce Service Cloud is a SaaS (Software as a Service) solution. It's constantly evolving, and we're always looking for ways to improve our use. The cloud services we use include CRM (Salesforce), financial (NetSuite), and people (Workday). These services are becoming more automated, with a lot happening in the AI space. We do a lot of modeling ourselves to find answers to questions, and our product team has introduced some AI enhancements."

"The product's high price is an area of concern where improvements are required."

"The pricing must be more flexible."

"ServiceNow Customer Service Management works fine for me, for now, so there isn't any room for improvement I see in it. In the next release of the tool, I'd like users to be able to download all reports because as a user, I can only download a limited number of reports from ServiceNow Customer Service Management, but my management team can do so. I'm unsure if it's a feature that's included in the tool or not."

"The product does not cater to businesses of every scale and budget."

"One area for improvement would be integrating IVR systems. Many customers need the ticketing solution and a native IVR system within the same platform. ServiceNow Customer Service Management doesn't offer an IVR solution that works natively or comes in the same package. Customers often have to integrate their IVR with third-party solutions like Twilio. However, the agreement between ServiceNow and Twilio ended some months ago, making it more challenging to integrate IVR functionalities."

"The solution seems to be moving towards low-code/no-code technology. It is a negative aspect of my experience with the product. It also needs to introduce a clearer pricing structure."

"The product lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers."

"The product's AI feature should be improved."

"The price could be better. ServiceNow should price products more reasonably."

"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."

"Salesforce Service Cloud is a bit expensive."

"The licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."

"Salesforce is very cost-effective."

"The price of the solution depends on how many users need access to it"

"The price is too expensive."

"Only enterprise businesses can afford the solution, and small companies cannot afford it."

"Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions."

"I rate the product's pricing a five on a scale of one to ten, where one is cheap, and ten is expensive. The solution is neither cheap nor expensive."

"I rate the tool's pricing a six out of ten."

"ServiceNow Customer Service Management is expensive. It's one of the most costly CSM options in the marketplace."

"The product has a premium price"