Compare Salesforce Service Cloud vs. ServiceNow

Salesforce Service Cloud is ranked 4th in CRM Customer Engagement Centers with 1 review while ServiceNow is ranked 1st in IT Service Management (ITSM) with 22 reviews. Salesforce Service Cloud is rated 10.0, while ServiceNow is rated 8.2. The top reviewer of Salesforce Service Cloud writes "Has the ability to quickly add customizable fields that are easily incorporated into the existing framework". On the other hand, 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 Zendesk, whereas ServiceNow is most compared with BMC Helix Remedy, Zendesk and JIRA Service Desk.
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Most Helpful Review
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.

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Ranking
Views
2,560
Comparisons
2,000
Reviews
1
Average Words per Review
392
Avg. Rating
10.0
Views
46,537
Comparisons
27,822
Reviews
23
Average Words per Review
599
Avg. Rating
8.3
Top Comparisons
Compared 11% of the time.
Compared 21% of the time.
Compared 5% 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%
Recruiting/Hr Firm9%
Music Company9%
REVIEWERS
Healthcare Company15%
Financial Services Firm14%
Insurance Company11%
University9%
VISITORS READING REVIEWS
Software R&D Company23%
Financial Services Firm10%
Comms Service Provider8%
Manufacturing Company7%
Company Size
REVIEWERS
Small Business27%
Midsize Enterprise35%
Large Enterprise38%
REVIEWERS
Small Business14%
Midsize Enterprise13%
Large Enterprise74%
VISITORS READING REVIEWS
Small Business18%
Midsize Enterprise17%
Large Enterprise66%
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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