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 activities, opportunities, follow-up of the opportunities, and business tracking are valuable features. It provides everything that we need. It works pretty well."
"A fully integrated solution that provides a seamless experience."
"It is an easy product to use and does great things for our company. It keeps track of all of our sales activity."
"The standard sales and marketing tools that Salesforce provides on the platform are the most valuable."
"The process and the workflows are amazing."
"It's very flexible and offers tremendous features for customers."
"One of the main features of the solution is it is flexible."
"It is a fairly useful and user-friendly tool for salespersons. It is very extensive and flexible. You can customize it for your needs, and you can use whatever you want. I like Salesforce."
"It has an excellent capability to integrate different access points."
"The most valuable feature is the flexibility of development for customization."
"We have found the service easy to use, although, we have ended up customising a lot of parameters."
"There are lots of modules around IT service management such as IT business management and human resource management (HRC)."
"It is easily configurable and has a good developer society online, available for any issues from the backend."
"We have found change management and CMDB to be very useful."
"The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks."
"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."
"Salesforce introduces a lot of products and sometimes rebrands them, causing confusion. They acquire products like W and retain their names, creating confusion in the market. This confusion isn't related to the product's functionality but rather its positioning and rebranding. For instance, what was once known as Community Cloud is now referred to as Experience Cloud. This can be confusing for business leaders."
"An improved UX may be helpful in the solution's next release."
"Instead of creating our own template, if we had some nice templates that we could pick up - if there were some Microsoft Word templates or Microsoft Excel templates in a repository in Salesforce, that would be great."
"Their reporting needs to be improved. It should be easier. I don't know how, but it needs to be easier."
"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."
"They have some limitations as a cloud solution."
"I have found it takes an exceedingly long time to put opportunities or clients in the system. If I have an opportunity that I need to put in the system it could take approximately 10 minutes. This is a lot of time when you have multiple opportunities to put in. There are other tasks to do that are required by supervisors, such as forecasts. What I have done to save time is I did not input as much detail as I could have because I knew it was going to take me an hour to get five leads in."
"The back end really isn't user-friendly at all."
"The visuals are the one area where there is opportunity for improvement."
"Once a change request has been created once it's been approved and been submitted, there is no way to go in on that particular change request and submit an additional task."
"The Express edition does not allow the option for scripting."
"There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great."
"One thing I don't care for is the reporting and the way it functions."
"The challenge with ServiceNow lies in its expansive portfolio of services. It can be complex, and users may find it expensive and challenging to understand. There is a need for a configurator within ServiceNow that guides users on how to utilize the tool effectively. This configurator should provide insights into licensing, team requirements, and the best licensing model based on whether companies prefer ownership or consumption-based models."
"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."
"The product’s standard user experience is not the best."
Salesforce Platform is ranked 9th in Rapid Application Development Software with 80 reviews while ServiceNow is ranked 4th in Rapid Application Development Software with 212 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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