Salesforce vs ServiceNow Customer Service Management comparison

Salesforce and ServiceNow are both solutions in the Customer Experience Management category. Salesforce is ranked #1 with an average rating of 7.6, while ServiceNow is ranked #4 with an average rating of 8.3. Salesforce holds a 3.3% mindshare in CEM, compared to ServiceNow’s 2.3% mindshare. Additionally, 88% of Salesforce users are willing to recommend the solution, compared to 100% of ServiceNow users who would recommend it.

Salesforce

Read 42 Salesforce reviews

1,261 Views
1,198 Comparison Views

88% willing to recommend

ServiceNow Customer Service...

Read 17 ServiceNow Customer Service Management reviews

1,450 Views
798 Comparison Views

100% willing to recommend

Salesforce

ServiceNow Customer Service...

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Executive SummaryUpdated on Feb 4, 2025

ServiceNow Customer Service Management and Salesforce compete in the customer service software domain. Salesforce is often considered to have the upper hand due to its comprehensive functionality, which users find justifies the investment.

Features: ServiceNow offers robust automation tools and seamless integration with IT service management, providing a unified platform. It is also valued for its case management and workflow automation capabilities. Salesforce, however, provides a broader range of features, including advanced analytics, sales integration, and a comprehensive CRM system, making it a more versatile choice for businesses seeking a wide-reaching solution. The primary difference lies in ServiceNow’s focus on service-centric automation versus Salesforce’s all-encompassing CRM capabilities.

Room for Improvement: ServiceNow could improve by expanding customization options, enhancing its analytics capabilities, and providing more user-friendly reporting tools. Salesforce may benefit from simplifying its deployment process, offering more straightforward pricing options, and improving cross-platform integration to enhance user experience.

Ease of Deployment and Customer Service: ServiceNow provides a straightforward deployment model with strong integration and customization support, making it easier to implement within IT-centric environments. It offers personalized customer support appreciated for handling complex queries. Salesforce’s deployment is more complex due to its extensive feature set, demanding a thorough implementation process, but it compensates with robust customer service resources and detailed implementation guides.

Pricing and ROI: ServiceNow offers a flexible pricing structure with a lower initial setup cost, appealing to businesses focusing on cost-effectiveness and gradual ROI realization. Conversely, Salesforce involves a higher upfront investment but promises substantial ROI through its expansive feature set and potential for boosting business productivity over time.

To learn more, read our detailed Salesforce vs. ServiceNow Customer Service Management Report (Updated: December 2025).

Buyer's Guide

Salesforce vs. ServiceNow Customer Service Management

December 2025

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Helped 881,082 peers since 2012

Review summaries and opinions

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

ROI

Sentiment score

6.1

Salesforce improves lead tracking and nurturing, saving time and money while enhancing focus on strategic tasks.

Sentiment score

6.5

ServiceNow CSM delivers positive ROI by enhancing efficiency, optimizing communication, reducing costs, and boosting revenue through effective deployment.

The time saved is spent on more important, innovative tasks that advance us technologically and strategically.

Alona Bean

Delivery Manager at a tech company with 51-200 employees

For more quotes and insights, download the Salesforce report

Without such tools, the business would be affected by five to ten percent in annual revenue.

Ankitnilkanth Gosavi

Works

In our organization, downtime and criticality have been addressed in a very short time, and the revenue and outcomes from this have increased.

BasilJiji

System Engineer at a retailer with 10,001+ employees

ServiceNow Customer Service Management saves time because of the CSM module and it saves money as well.

reviewer2793843

Software Engineer at a tech vendor with 10,001+ employees

For more quotes and insights, download the ServiceNow Customer Service Management report

Customer Service

Sentiment score

6.8

Salesforce offers superior technical support with quick resolutions, strong user engagement, and high satisfaction compared to competitors.

Sentiment score

6.5

ServiceNow Customer Service Management offers responsive support, available in multiple languages, with effectiveness enhanced through strong partnerships.

When I interact with agents or contact Salesforce, they are always responsive and provide good solutions.

Alona Bean

Delivery Manager at a tech company with 51-200 employees

I haven't needed to reach out to customer support because we have an internal team that deals with Salesforce matters, but I believe issues are resolved quite quickly whenever they arise.

Caroline Yeshayev (Sanford)

Strategic Account Executive at a tech company with 51-200 employees

For more quotes and insights, download the Salesforce report

It is better because partners have a deep understanding of the code and configuration challenges.

Arvind Mehrotra

managing partner at AmPmilify Associates LLP

Customer support provides a lot of help and responds immediately, offering very good service.

BasilJiji

System Engineer at a retailer with 10,001+ employees

Whenever we raise high cases, we do get a response in minimum TAT.

reviewer2793843

Software Engineer at a tech vendor with 10,001+ employees

For more quotes and insights, download the ServiceNow Customer Service Management report

Scalability Issues

Sentiment score

8.1

Salesforce offers seamless scalability and flexibility, supporting various organizational sizes, with integration capabilities and expansion via additional licenses.

Sentiment score

8.0

ServiceNow Customer Service Management offers scalable, customizable solutions, efficiently handling diverse business needs and integrating with other applications.

We can scale by purchasing licenses for more users and adding new workflow processes limitlessly.

Alona Bean

Delivery Manager at a tech company with 51-200 employees

There are no problems with Salesforce's scalability.

reviewer2700399

data engineer at a energy/utilities company with 10,001+ employees

Salesforce's scalability is great; it can scale to whatever you need, and you just buy more seats.

Daniel Mitchell

Manager at PeerSpot

For more quotes and insights, download the Salesforce report

If challenges are resolved efficiently with tools like ServiceNow Customer Service Management, it significantly impacts business operations.

Ankitnilkanth Gosavi

Works

The solution is scalable and offers high scalability as new features are added regularly.

Mohammad Shalan

Head of Business Agility and Development at Aqarat Real Estate Development Company

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.

reviewer2793843

Software Engineer at a tech vendor with 10,001+ employees

For more quotes and insights, download the ServiceNow Customer Service Management report

Stability Issues

Sentiment score

8.4

Salesforce is highly regarded for its stability and reliability, with users experiencing minimal disruptions and consistent performance.

Sentiment score

7.9

ServiceNow Customer Service Management offers stable, high-performance service for large enterprises, with rare issues and reliable updates.

I would rate Salesforce's stability high, around ten.

Alona Bean

Delivery Manager at a tech company with 51-200 employees

I would say 99% of the time it works well.

Sara Shapiro

Leads Delivery Associate at PeerSpot

In my experience, Salesforce is very stable; there are no downtime or issues.

Daniel Mitchell

Manager at PeerSpot

For more quotes and insights, download the Salesforce report

Overall, it is very stable aside from these issues.

Ankitnilkanth Gosavi

Works

ServiceNow Customer Service Management is highly stable, which is critical because it operates as a live system 24/7.

Mohammad Shalan

Head of Business Agility and Development at Aqarat Real Estate Development Company

For more quotes and insights, download the ServiceNow Customer Service Management report

Room For Improvement

Salesforce users seek UI, speed, and integration enhancements, citing complexity, high cost, and customization challenges as major concerns.

ServiceNow requires improved customization, integration, and user interface, with enhanced AI, automation, and reporting to address setup complexity and learning curve.

If there is anything I would improve about Salesforce, it would be customer service during the initial implementation, as our experience wasn't as smooth as hoped.

reviewer2700399

data engineer at a energy/utilities company with 10,001+ employees

As a person who knows SQL, it would be very helpful if there were tools that could leverage my SQL knowledge.

JG Lee

Director of Solution Architect Vertica, APJ at OpenText

Being able to move between cases and products more easily would improve the score.

Sara Shapiro

Leads Delivery Associate at PeerSpot

For more quotes and insights, download the Salesforce report

It is important to follow practical rules and best practices to avoid misconfigurations caused by different developers doing things their own way.

Mohammad Shalan

Head of Business Agility and Development at Aqarat Real Estate Development Company

Quick case resolutions through AI is one of the most valuable use cases.

reviewer2793843

Software Engineer at a tech vendor with 10,001+ employees

Managing this platform requires sophisticated handling.

Arvind Mehrotra

managing partner at AmPmilify Associates LLP

For more quotes and insights, download the ServiceNow Customer Service Management report

Setup Cost

Salesforce is viewed as costly but competitive, offering extensive functionality, and pricing scales with business size and usage.

ServiceNow Customer Service Management is costly, ideal for enterprises, but potentially too expensive for small businesses despite its value.

No quotes available

For more quotes and insights, download the Salesforce report

ServiceNow Customer Service Management is expensive, with costs around half a million US dollars per year.

Mohammad Shalan

Head of Business Agility and Development at Aqarat Real Estate Development Company

The pricing is around a seven, making it rather expensive.

Ankitnilkanth Gosavi

Works

ServiceNow Customer Service Management is expensive, although there is value for money considering the time and administrative efficiencies it brings.

Ambar Pradhan

Lead Business Analyst at Orange

For more quotes and insights, download the ServiceNow Customer Service Management report

Valuable Features

Salesforce excels with user-friendly interfaces, robust analytics, CRM capabilities, seamless integration, and enhances operational efficiency and communication.

ServiceNow CSM offers efficient workflow management, cloud flexibility, AI features, and ITSM integration to enhance productivity and service delivery.

The Salesforce integration with other tools, such as Celonis, is easy to set up and straightforward, allowing for smooth data extraction.

reviewer2700399

data engineer at a energy/utilities company with 10,001+ employees

Salesforce has positively impacted our organization by allowing us to work collaboratively with other departments in order to keep track of programs so that when a salesperson closes a deal, everything that the delivery manager needs is automatically populated, which then can be linked with our internal campaigns for data management, and within all that, we can keep track of progress linked to the customer sources as well.

Sara Shapiro

Leads Delivery Associate at PeerSpot

The dashboard helps me stay organized because I can see how much more pipeline I need to create to achieve my quota, notifying me if I'm running a bit behind or if I need to increase something.

Caroline Yeshayev (Sanford)

Strategic Account Executive at a tech company with 51-200 employees

For more quotes and insights, download the Salesforce report

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.

BasilJiji

System Engineer at a retailer with 10,001+ employees

The most valuable features are incident management and change management.

Ankitnilkanth Gosavi

Works

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.

Mohammad Shalan

Head of Business Agility and Development at Aqarat Real Estate Development Company

For more quotes and insights, download the ServiceNow Customer Service Management report

Categories and Ranking

Salesforce

Ranking in Customer Experience Management

1st

Average Rating

7.8

Reviews Sentiment

6.3

Number of Reviews

Ranking in other categories

No ranking in other categories

ServiceNow Customer Service...

Ranking in Customer Experience Management

4th

Average Rating

8.4

Reviews Sentiment

6.4

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (3rd)

Mindshare comparison

As of January 2026, in the Customer Experience Management category, the mindshare of Salesforce is 3.3%, down from 5.6% compared to the previous year. The mindshare of ServiceNow Customer Service Management is 2.3%, down from 5.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Customer Experience Management Market Share Distribution
Product	Market Share (%)
Salesforce	3.3%
ServiceNow Customer Service Management	2.3%
Other	94.4%

Customer Experience Management

Featured Reviews

Sara Shapiro

Leads Delivery Associate at PeerSpot

Has improved cross-team collaboration and streamlined case-based workflows

Salesforce can be improved as it runs a little slow, which can be frustrating, and there have been times where the case view page deletes items that are completed in order to make room for new items, but occasionally we still want to refer to those completed items, especially if we're working on a renewal program. So we just have to find a workaround to be able to find those cases again, but it was frustrating to not be able to have them easily accessible in that moment. I chose an eight because being able to move between cases and products more easily would improve the score, and also improving the UI on a product level would make it better for me.

Read full review

BasilJiji

System Engineer at a retailer with 10,001+ employees

Structured ticket workflows have improved resolution speed and have supported SLA-driven support

ServiceNow Customer Service Management is offering very good things, but I felt improvements to our process would allow us to depend on this tool in many other ways. Regarding the interface, currently the user who creates the ticket has a very limited interface with only the options for creating a ticket and providing details, while the support team has a much larger interface with many options, including SLA details and report generation. While this classification is great, I felt that some modifications could be brought to the interface. I felt that further modifications can be made so that it could be a perfect tool.

Read full review

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881,082 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Legal Firm

12%

Financial Services Firm

10%

Energy/Utilities Company

Performing Arts

Financial Services Firm

10%

Manufacturing Company

10%

Retailer

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	18
Midsize Enterprise	7
Large Enterprise	18

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	1
Large Enterprise	9

Questions from the Community

What do you like most about Salesforce?

The solution's analytics reporting features are quite good.

See all answers

What is your experience regarding pricing and costs for Salesforce?

I'm not involved in the pricing, setup cost, or licensing, so I couldn't tell you about that.

See all answers

What needs improvement with Salesforce?

I have no frustrations regarding Salesforce, but I think it can be improved by making it visually more user-friendly, though in general, I believe it's very customizable, and you can make everythin...

See all answers

What is your experience regarding pricing and costs for ServiceNow Customer Service Management?

My experience with pricing, setup cost, and licensing is that these were done by the VP of our company, thus I have no idea about the same.

See all answers

What needs improvement with ServiceNow Customer Service Management?

ServiceNow Customer Service Management could be improved by incorporating Gen AI into ServiceNow. Though ServiceNow has a Now Assist feature for their CSM module, it still needs a lot of work to do...

See all answers

What is your primary use case for ServiceNow Customer Service Management?

My main use case for ServiceNow Customer Service Management is that I use it as an end user to provide customer support to our clients. For a specific example of how I use it to provide customer su...

See all answers

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Compared 32% of the time

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Compared 16% of the time

SAP Service Cloud vs ServiceNow Customer Service Management

Compared 12% of the time

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Compared 11% of the time

Salesforce Service Cloud vs ServiceNow Customer Service Management

Compared 10% of the time

More ServiceNow Customer Service Management Competitors

Product Reports

Buyer's Guide

Salesforce

January 2026

Download Salesforce product report

Buyer's Guide

ServiceNow Customer Service Management

January 2026

ServiceNow Customer Service Management report

Download ServiceNow Customer Service Management product report

Also Known As

No data available

ServiceNow CSM

Overview

Salesforce excels at CRM, offering analytics integration for ROI reporting and user-friendly customization. Automated ticket generation and intuitive features make it ideal for opportunity tracking, customer interaction management, and sales journey enhancement.

Salesforce is renowned for its comprehensive CRM functionalities, aiding businesses with dashboards, email campaigns, and seamless third-party integrations. It enhances sales processes by offering tools for opportunity management, customer interaction tracking, and efficient order booking. Flexibility and scalability make it suitable for promotional campaigns and improved business operations.

What are Salesforce's most important features?

Analytics Integration: Connects with analytics for ROI reporting.
User Customization: Offers user-friendly customization options.
Automated Ticketing: Provides automated ticket generation.
Intuitive Interface: Ensures ease of use for customers.
Opportunity Management: Helps in tracking and managing opportunities.

What benefits or ROI should users look for in reviews?

Enhanced Data Flow: Seamless third-party integrations improve data flow.
Sales Process Efficiency: Automates and enhances sales journey management.
Customization Flexibility: Adapts to changing business operations.
Campaign Management: Supports marketing functions with campaign analysis.
Order Management: Simplifies order booking and tracking.

Salesforce is implemented in industries for CRM, marketing activities, and customer information management. It supports sales pipeline tracking, business development, customer experience management, lead management, and sales process automation. Marketing is facilitated through campaign analysis and email campaigns, alongside customer interaction insights. Businesses use it for order management, prospecting, project management, and sales forecasting.

Salesforce

Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.

ServiceNow

Sample Customers

Information Not Available

Siemens Healthineers, SAP SuccessFactors, Asurion

Buyer's Guide

Salesforce vs. ServiceNow Customer Service Management

December 2025

Free Report: Salesforce vs. ServiceNow Customer Service Management

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We monitor all Customer Experience Management 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.