We performed a comparison between Salesforce Service Cloud and ServiceNow Customer Service Management based on real PeerSpot user reviews.
Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."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."
"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"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."
"It's a cloud tool, so it is easy to set up."
"We use Salesforce Service Cloud for lead management and opportunity management."
"The plug-ins that work with other standard systems have made the product industry-ready."
"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."
"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."
"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."
"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."
"Overall, I like the workflow capabilities, orchestration, and integration with existing business apps. The product is awesome in terms of capabilities."
"The tool's most valuable feature is the service portal."
"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 product's high price is an area of concern where improvements are required."
"The integrations with other solutions can be improved."
"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."
"The solution’s user interface could be improved and enhanced."
"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."
"The solution’s user interface could be improved."
"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."
"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."
"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 price could be better. ServiceNow should price products more reasonably."
"The product's AI feature should be improved."
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Salesforce Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 42 reviews while ServiceNow Customer Service Management is ranked 4th in CRM Customer Engagement Centers with 6 reviews. Salesforce Service Cloud is rated 8.6, while ServiceNow Customer Service Management 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 Customer Service Management writes "A stable tool to help manage infrastructures, deployments, and different products from different vendors". Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI, whereas ServiceNow Customer Service Management is most compared with Microsoft Dynamics CRM, Genesys Cloud CX and SAP Service Cloud. See our Salesforce Service Cloud vs. ServiceNow Customer Service Management report.
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