We performed a comparison between Salesforce Platform and ServiceNow based on real PeerSpot user reviews.
Find out in this report how the two Rapid Application Development Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The queue management of the solution is its most valuable aspect."
"We used it for providing a 360 view of the customers from within Salesforce. So, a lot of data got presented there, for which we used Einstein Analytics. The Einstein Analytics dashboards were really great."
"Salesforce is cloud-based, so there's no installation involved. You simply log in using the provided organization login. There's no need for installation."
"The keyword search helps me in finding stuff quickly. So, I don't have to click around a lot."
"What we like the most about it is the fact that it helps us track the record of our projects. It keeps everything on one interface, facilitating the operations and planning."
"Checking out or extracting a report is just a click away."
"The tool's most valuable feature is the CRM. Salesforce Platform comes with out-of-the-box capabilities."
"Salesforce's strongest feature is reporting especially. It's also a lot more usable than other platforms I've worked with. It has a great user experience, with the ability to filter and access information in real-time."
"Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow."
"This solution is a single-storage for our user community to submit help desk tickets."
"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."
"You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports."
"In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do."
"It's actually easy to understand."
"I like that in ServiceNow creating workflows is simpler than that in HP Service Manager. Also, I really like the customization feature. It allows us to customize the service portal and permits us to do a lot of customization per business needs."
"It offers ready-built automation and simpler configuration for workflows."
"When it switched to lightning, it threw me for a loop. When they changed the look and feel, I had a hard time finding things and doing what I used to do."
"Salesforce's mobile app could be better. Also, it could integrate more seamlessly with Gmail."
"The interface could be more user-friendly and offer more customization."
"Reporting could be better. Reporting is Excel-based, and it has sucked since the inception of the company. That's why I was excited about the fact of them bringing MuleSoft into the fold and Tableau."
"Its documentation and price should be better."
"Salesforce is incredibly slow. It was difficult to run live sales calls and leveraging Salesforce at the same time."
"The management of Salesforce could be quite a task. Old and unusable contacts can add up over time. If I could wave a magic wand, it would be to initiate a self-cleaning feature."
"Getting reports in Salesforce is sometimes a little bit difficult. You need to do a lot of things to get detailed reports. This feature can be improved. Its price can also be improved. It is currently expensive."
"The Express edition does not allow the option for scripting."
"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."
"It should have more artificial intelligence for business and work capabilities. The community is not so active. There must be initiatives to make the community talk more and share more information."
"Its stability and pricing need improvement."
"The technical support SLA can be improved because sometimes they take a long time to answer our queries."
"When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user."
"It's a great platform, but there's still room for improvement. As the solutions stands now, you do need a lot of previous experience to use it. It would be great if they could develop some use case templates. This would be beneficial for a small and medium-sized businesses."
"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 Platform is ranked 9th in Rapid Application Development Software with 80 reviews while ServiceNow is ranked 4th in Rapid Application Development Software with 211 reviews. Salesforce Platform is rated 8.2, while ServiceNow is rated 8.4. The top reviewer of Salesforce Platform writes "Reliable with good reporting and custom dashboards". 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 Platform is most compared with Microsoft Power Apps, Oracle Application Express (APEX), Microsoft Azure, Appian and Amazon AWS, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM and IBM Maximo. See our Salesforce Platform vs. ServiceNow report.
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