Salesforce Service Cloud vs ServiceNow Customer Service Management comparison

"Salesforce accelerates time to market and streamlines workflows through automation. Integrating with other software systems, such as HR or ERP platforms, allows for seamless data exchange and enhances efficiency."

"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."

"In terms of visibility to my boss and the team, it does help a lot."

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

"The interface is quite user-friendly."

"The plug-ins that work with other standard systems have made the product industry-ready."

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

"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."

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

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

"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."

"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 integration capabilities of ServiceNow are wonderful."

"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."

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

"It is kind of a struggle to get a report that shows something you want it to show."

"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."

"I would like to add some bot features."

"Reporting could be improved."

"The integrations with other solutions can be improved."

"Salesforce Service Cloud's report functionality could be improved."

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

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

"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 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."

"I do not have any notes for improvements."

"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 pricing must be more flexible."

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

"Salesforce Service Cloud is a highly expensive solution"

"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."

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

"The tool is pretty expensive."

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

"Salesforce is not a cheap product. It can be expensive."

"Salesforce Service Cloud is a bit expensive."

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

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

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

"The product has a premium price"

"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."