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 plug-ins that work with other standard systems have made the product industry-ready."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"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."
"The interface is quite user-friendly."
"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 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."
"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."
"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 uses a common base of data and allows different types of records to pull from that same base of data."
"Will give us better control over asset management and technical debt once we can centralize all contract information."
"ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on."
"This solution is a single-storage for our user community to submit help desk tickets."
"It allows us to filter the data, create graphs, and get detailed reports."
"Change management is most valuable."
"ServiceNow is easy to use and has a user-friendly interface."
"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 product's high price is an area of concern where improvements are required."
"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 documentation could be improved."
"The integrations with other solutions can be improved."
"The pricing for what Salesforce Service Cloud offers is not great."
"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 product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding..."
"Data access is a bit difficult, where you sometimes wish you had a relational database for some queries. The flexibility of data access in general is a bit on the low end. Of course, there is flexibility in some ways, but when I need a certain combination of data for some report, it can become a challenge."
"The setup was time-consuming and required a lot of internal resources."
"It's a little expensive compared to other tools."
"I have enjoyed all the features. There is not any feature that I have missed or didn't have."
"It would be nice if we could, with some specific access rights, move histories from one squad to another, as they generate dependencies or duplicate or flag them."
"The solution’s user interface could be improved and given a better design."
"An area for improvement would be the accessibility of downloaded and compressed files."
Salesforce Service Cloud is ranked 8th in Help Desk Software with 42 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 Oracle Fusion Service, 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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