Salesforce Service Cloud vs. ServiceNow

Salesforce Service Cloud is ranked 4th in CRM Customer Engagement Centers with 3 reviews vs ServiceNow which is ranked 1st in IT Service Management (ITSM) with 26 reviews. The top reviewer of Salesforce Service Cloud writes "The most valuable features for us are contact tracking, the knowledge base, and the analytics". The top reviewer of ServiceNow writes "Discovery has reduced the time to build/deploy devices within our environment". Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM and BMC Remedyforce. ServiceNow is most compared with BMC Helix Remedy, JIRA Service Desk and Zendesk. See our Salesforce Service Cloud vs. ServiceNow report.
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Most Helpful Review
Find out what your peers are saying about Salesforce Service Cloud vs. ServiceNow and other solutions.
310,362 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pricing and Cost Advice
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Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers.Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive.ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably.ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform.It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost.We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less.It has a higher cost compared to local/regional solutions.The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify.

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310,362 professionals have used our research since 2012.
Ranking
Views
8,220
Comparisons
1,946
Reviews
2
Followers
405
Avg. Rating
9.5
Views
71,724
Comparisons
24,504
Reviews
26
Followers
1,196
Avg. Rating
8.5
Top Comparisons
Compared 15% of the time.
Compared 6% of the time.
Compared 5% of the time.
Also Known As
Service Cloud
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Salesforce
ServiceNow
Overview

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Now, with the ServiceNow System of Action, every employee, customer, and machine can make requests on a single cloud platform. Every department working on tasks can assign and prioritize, collaborate, get down to root cause issues, gain real-time insights, and drive to action. Your employees are energized, your service levels improve, and you realize game-changing economics. Work at lightspeed.(TM)

Offer
Learn more about Salesforce Service Cloud
Learn more about ServiceNow
Sample Customers
Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, KivaAAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow
Top Industries
REVIEWERS
Manufacturing Company27%
Marketing Services Firm18%
Financial Services Firm9%
Software R&D Company9%
VISITORS READING REVIEWS
Marketing Services Firm22%
Manufacturing Company15%
Financial Services Firm14%
Comms Service Provider11%
REVIEWERS
Healthcare Company14%
Financial Services Firm14%
Insurance Company11%
University10%
VISITORS READING REVIEWS
Financial Services Firm18%
Pharma/Biotech Company7%
Energy/Utilities Company7%
Manufacturing Company7%
Company Size
REVIEWERS
Small Business27%
Midsize Enterprise35%
Large Enterprise38%
VISITORS READING REVIEWS
Small Business37%
Midsize Enterprise32%
Large Enterprise32%
REVIEWERS
Small Business13%
Midsize Enterprise11%
Large Enterprise76%
VISITORS READING REVIEWS
Small Business16%
Midsize Enterprise20%
Large Enterprise64%
Find out what your peers are saying about Salesforce Service Cloud vs. ServiceNow and other solutions.
310,362 professionals have used our research since 2012.
We monitor all CRM Customer Engagement Centers reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.

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