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 most valuable feature of the solution is the traceability of actions."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"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."
"We use Salesforce Service Cloud for lead management and opportunity management."
"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."
"The interface is quite user-friendly."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"I find the incident management part to be the most valuable. That's how the service desk tracks tickets."
"The solution integrates well with other products."
"I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far."
"ServiceNow is easy to use."
"SPM and ITSM features are the most helpful."
"It allows us to filter the data, create graphs, and get detailed reports."
"I like the reporting aspect of it. It helps us know where we stand regarding the types of issues we're receiving... It also shows us trends. That enables us to possibly predict an issue that might come up in the future as well as what is happening right now. We will like that feature. With it, we can either avoid certain issues or know where we need to focus more regarding the service we provide."
"The workflow capability for easy setup is powerful."
"The pricing of the solution can be made cheaper."
"The governor limits are a troubling feature of Salesforce"
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"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."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"The product's high price is an area of concern where improvements are required."
"The integrations with other solutions can be improved."
"The pricing for what Salesforce Service Cloud offers is not great."
"The product’s standard user experience is not the best."
"Making a mobile version would be helpful."
"An area for improvement would be the accessibility of downloaded and compressed files."
"It's moving at a very fast pace. It is difficult for developers or engineers to keep up with it. That's the only issue."
"Its stability and pricing need improvement."
"It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved."
"I have a problem with the way the solution's price is calculated."
"When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly."
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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