Salesforce Service Cloud and ServiceNow compete in the customer service and IT service management category. Salesforce may have the upper hand with its comprehensive feature set and automatic updates, while ServiceNow shines in flexibility and incident management.
Features: Salesforce Service Cloud offers robust case routing, entitlement mapping, and CTI. The service console efficiently aids case resolution, powered by automatic updates. ServiceNow features customizable platforms, extensive incident management, and supports various ITIL processes.
Room for Improvement: Salesforce Service Cloud users highlight email integration, mobile app functionality, and pricing as areas for improvement. Better reporting and analytics, along with knowledge management, are also suggested. ServiceNow users seek better user experience, pricing transparency, and streamlined deployment. Its customization flexibility, while helpful, adds to system complexity, with documentation and training needing enhancement.
Ease of Deployment and Customer Service: Salesforce Service Cloud is known for its seamless public cloud deployment and effective customer service. It supports a wide range of environments, with strong community support. ServiceNow offers deployment flexibility across public, private, and hybrid clouds, praised for its support services, though configuration can be complex.
Pricing and ROI: Both Salesforce Service Cloud and ServiceNow have high costs but are seen as valuable due to their capabilities. Salesforce targets larger enterprises, offering significant ROI and negotiation flexibility despite high initial costs. ServiceNow justifies its pricing with robust capabilities, offering solid ROI by improving operational efficiency. Both are mainly suited for larger enterprises due to pricing models.
Salesforce Service Cloud requires significant maintenance effort to see ROI.
The return on investment is good when implementing for ourselves and for other clients.
Unless you have premium support, assistance is restricted.
The support is exemplary and deserves a perfect rating.
Most of the support comes from partners, and customers heavily rely on them.
I have contacted them four to five times over the past two years, and they have been quite helpful.
Nobody can compete with Salesforce Service Cloud's scalability.
It is capable of vertical scaling with no issues.
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
ServiceNow is stable enough.
ServiceNow is already a stable tool.
Salesforce Service Cloud should focus on simplification.
The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper.
The official support is often distant, and many partners are not up to standard, which harms the product's reputation.
There is a need for bug or error tracking in ServiceNow.
There are sometimes challenges with the portal being a bit confusing for new users.
Salesforce Service Cloud is expensive.
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
ServiceNow's pricing can be justified if more functionality is required.
ServiceNow is expensive for all regions.
Salesforce Service Cloud offers pre-built packages that are best in class.
Salesforce Service Cloud improved our organization with its mobile capabilities.
ServiceNow provides a wide range of functionality, covering all the necessary modules, unlike Jira which is primarily for IT.
Automation capabilities are impressive, bolstered by a vast repository of out-of-the-box connectors and plugins that facilitate integration with various applications worldwide.
The most valuable features of ServiceNow for me are its ticketing and reporting capabilities.
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.
ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.
ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.
ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.
“The Smarter Way to Workflow”
ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.
ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.
ServiceNow offers service management software for industries including:
Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications
Reviews from Real Users
PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”
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