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 product's initial setup phase was straightforward."
"The interface is quite user-friendly."
"The most valuable feature of the solution is the traceability of actions."
"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."
"It's a cloud tool, so it is easy to set up."
"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 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"
"Makes ticket information easy to access."
"SPM and ITSM features are the most helpful."
"It's a very low-code platform, and it's simple. The user experience is also really good."
"It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers."
"We have found change management and CMDB to be very useful."
"I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution."
"I really like what they've done with their common service data model because now I can make a connection between the business process and technology."
"We have found the service easy to use, although, we have ended up customising a lot of parameters."
"There is room for improvement in pricing."
"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’s user interface could be improved and enhanced."
"The product's high price is an area of concern where improvements are required."
"The integrations with other solutions can be improved."
"The documentation could be improved."
"The solution’s user interface could be improved."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"This solution needs to be improved for global use. Currently, it's very oriented to the processes and needs of the US customer base, like their compliance solution or GRC (Governance, Risk, and Compliance), and not so much for customers from other parts of the world. Some users may like the things that ServiceNow is improving, but those are very oriented to users based in the United States and Europe."
"Complexities in the organization made the initial deployment complex."
"There are Virtual Task Boards in the tool in the latest releases. There are many of them in the Scaled Agile Framework. There is some room there for improvement. It's really quite promising but, at the same time, it could be improved and I believe it will be improved soon."
"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 solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release."
"ServiceNow's mobile app should be seamless and it is not right now."
"The interface is not user-friendly."
"I would like the reporting aspect to be better, including the graphs. It could have some way for us to easily to export to a csv or spreadsheet so that if a graph cannot be provided by ServiceNow itself, we would be able to use other applications to create them. Also, if there was a feature that enabled us to interact with end users directly from ServiceNow, like an instant-messaging type of feature, that would be great."
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, IBM Maximo and Appian. See our Salesforce Service Cloud vs. ServiceNow report.
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