Salesforce Service Cloud and ServiceNow compete in the customer service and IT service management category. Salesforce may have the upper hand with its comprehensive feature set and automatic updates, while ServiceNow shines in flexibility and incident management.
Features: Salesforce Service Cloud offers robust case routing, entitlement mapping, and CTI. The service console efficiently aids case resolution, powered by automatic updates. ServiceNow features customizable platforms, extensive incident management, and supports various ITIL processes.
Room for Improvement: Salesforce Service Cloud users highlight email integration, mobile app functionality, and pricing as areas for improvement. Better reporting and analytics, along with knowledge management, are also suggested. ServiceNow users seek better user experience, pricing transparency, and streamlined deployment. Its customization flexibility, while helpful, adds to system complexity, with documentation and training needing enhancement.
Ease of Deployment and Customer Service: Salesforce Service Cloud is known for its seamless public cloud deployment and effective customer service. It supports a wide range of environments, with strong community support. ServiceNow offers deployment flexibility across public, private, and hybrid clouds, praised for its support services, though configuration can be complex.
Pricing and ROI: Both Salesforce Service Cloud and ServiceNow have high costs but are seen as valuable due to their capabilities. Salesforce targets larger enterprises, offering significant ROI and negotiation flexibility despite high initial costs. ServiceNow justifies its pricing with robust capabilities, offering solid ROI by improving operational efficiency. Both are mainly suited for larger enterprises due to pricing models.
The ROI depends on the context; if I am comparing one application to another, it might be around ten percent, but if it is from manual to a streamlined process, the ROI is much higher—sometimes reaching forty percent for parts return and the first-time fix rate.
Salesforce Service Cloud requires significant maintenance effort to see ROI.
They have removed the costs associated with on-prem infrastructure, including data center costs, power costs, and physical server costs.
The return on investment is good when implementing for ourselves and for other clients.
Manually, there are huge numbers that come up because these integrated tools help organizations make the right decisions with all the information in one place, while manual methods lack visibility.
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.
The support is exemplary and deserves a perfect rating.
Obtaining support for maintenance is the current challenge because they don't have a presence in the local market.
Whenever we have had issues, they have provided good support, and those issues have never recurred.
Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.
Nobody can compete with Salesforce Service Cloud's scalability.
I would rate scalability highly because it is scalable, and there are always parts or other improvements.
There are no limitations or performance issues with ServiceNow; it is cloud-based, so it is highly scalable and performs well.
It is capable of vertical scaling with no issues.
I rate the scalability of ServiceNow as an eight on a scale of one to ten.
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
It is cloud-based, so it is highly scalable and performs well.
I haven't faced any issues with stability; I've rarely seen any downtime.
ServiceNow is stable enough.
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 makes no sense in my opinion, and they should offer the team at the front to help customize the product to fit each company's needs, as every company has different demands and forms of submitting a request that need adjustment over time.
My priority points for improvement are the UI glitches and modern AI technology integrations for faster incident management.
There is a need for bug or error tracking in ServiceNow.
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
Salesforce Service Cloud is expensive.
Regarding pricing, I would say Salesforce field service is affordable, but the cost is increasing a little bit.
ServiceNow's pricing can be justified if more functionality is required.
ServiceNow does come with a price.
ServiceNow is expensive for all regions.
I can easily connect with the customer, have agent AI to directly communicate with them, and customers can create a case without any intervention.
Salesforce Service Cloud improved our organization with its mobile capabilities.
Salesforce Service Cloud offers pre-built packages that are best in class.
ServiceNow provides a wide range of functionality, covering all the necessary modules, unlike Jira which is primarily for IT.
Automation capabilities are impressive, bolstered by a vast repository of out-of-the-box connectors and plugins that facilitate integration with various applications worldwide.
The features of ServiceNow that I find most valuable include its ability to easily access ticket details if you know the ticket number, monitor the timeline of when the ticket was created, and see the current status.
| Product | Market Share (%) |
|---|---|
| ServiceNow | 12.9% |
| Salesforce Service Cloud | 2.0% |
| Other | 85.1% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 13 |
| Large Enterprise | 25 |
| Company Size | Count |
|---|---|
| Small Business | 55 |
| Midsize Enterprise | 35 |
| Large Enterprise | 166 |
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
PeerSpot 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.”
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