We performed a comparison between Salesforce Service Cloud and ServiceNow based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"The interface is quite user-friendly."
"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."
"There is an out-of-the-box feature for reporting and analytics"
"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 plug-ins that work with other standard systems have made the product industry-ready."
"The complexity of the solution is very less."
"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."
"It's easy to integrate. For instance, yesterday we closed the integration with SAP for the IP business management module to manage the forecast of projects. We created an interface between ServiceNow and SAP to control projects for accounting and on the forecast of the project. It was really easy. We don't have any problems with ServiceNow at the moment. As a company, they are improving constantly."
"The biggest feature is that it is cloud-based, so it's always updated, it's always current. We don't have to worry about patches, revisions. We're always working with the latest version."
"It facilitates the monitoring of major incidents and provides insights into the effort expended to resolve each incident."
"We used ServiceNow for change management, release management, and event management."
"The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing."
"The Workflow feature is the most valuable."
"ServiceNow offers a range of ITSM, IT incident management, and PRCPs."
"ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on."
"The pricing of the solution can be made cheaper."
"There is room for improvement in pricing."
"The governor limits are a troubling feature of Salesforce"
"The integrations with other solutions can be improved."
"The product's high price is an area of concern where improvements are required."
"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."
"We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process."
"The pricing for what Salesforce Service Cloud offers is not great."
"The asset management application could be improved. They have a lot of the infrastructure built, but it does not come with already made compatibility with some of the most popular vendors, such as Cisco and Microsoft. You have to fix it yourself."
"I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great."
"I would like to see a mobile version of ServiceNow."
"I find ServiceNow to be a little bit clunky. If I need to report an issue they have a number of different options. I can report an issue, I can ask a question, I can make a request and it has varying levels of importance or levels of attention required. I find that what's required to submit is not always clear."
"The technical support SLA can be improved because sometimes they take a long time to answer our queries."
"The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking."
"Their user interface is old-fashioned and outdated, and it can be more friendly for the eye. They can improve the user experience."
"HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module."
Salesforce Service Cloud is ranked 8th in Help Desk Software with 43 reviews while ServiceNow is ranked 1st in Help Desk Software with 212 reviews. Salesforce Service Cloud is rated 8.6, while ServiceNow is rated 8.4. The top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Salesforce Service Cloud is most compared with Microsoft Dynamics CRM, JIRA Service Management, Vlocity, BSI and BMC Helix ITSM, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, Appian and IBM Maximo. See our Salesforce Service Cloud vs. ServiceNow report.
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