Salesforce Service Cloud vs ServiceNow Customer Service Management comparison

"The plug-ins that work with other standard systems have made the product industry-ready."

"We are very happy with the support team from Salesforce."

"It is a stable product."

"The complexity of the solution is very less."

"The interface is quite user-friendly."

"There is an out-of-the-box feature for reporting and analytics"

"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 product's initial setup phase was straightforward."

"The product provides flexibility in managing and categorizing the incidents."

"The setup phase of the solution was straightforward...Regarding the product's user interface, there is an in-built portal developed by ServiceNow, which is good."

"We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the tool can offer. It can be integrated with any external system. There are also automation possibilities."

"Overall, I like the workflow capabilities, orchestration, and integration with existing business apps. The product is awesome in terms of capabilities."

"One of the solution's most valuable features is its integration with the ITSM suite. When you acquire it, you also get access to incident and problem management from ITSM. This allows you to register a ticket in the product to work with the end user while using ITSM to handle the internal resolution process."

"Our organization has received excellent tech support for ServiceNow Customer Service Management."

"What I like best about ServiceNow Customer Service Management is that it's a good tool. I like how fast it is and that it's cloud-based. I also like that it's very easy to use. ServiceNow Customer Service Management has minimum options, for example, column options and tab options when compared to other solutions, which makes it easier to use over others."

"The tool's most valuable feature is the service portal."

"The solution's integration with the main ERP is a little cumbersome."

"There are some issues with backend connectivity in Salesforce Service Cloud."

"The documentation could be improved."

"The solution’s user interface could be improved and enhanced."

"Since customization can increase the cost from an implementation standpoint, we focus on showcasing Service Cloud's built-in features and possibilities."

"The integrations with other solutions can be improved."

"The main concern for me revolves around the speed of certain integrations."

"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."

"The product lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers."

"One area for improvement would be integrating IVR systems. Many customers need the ticketing solution and a native IVR system within the same platform. ServiceNow Customer Service Management doesn't offer an IVR solution that works natively or comes in the same package. Customers often have to integrate their IVR with third-party solutions like Twilio. However, the agreement between ServiceNow and Twilio ended some months ago, making it more challenging to integrate IVR functionalities."

"The product does not cater to businesses of every scale and budget."

"The product's AI feature should be improved."

"ServiceNow Customer Service Management works fine for me, for now, so there isn't any room for improvement I see in it. In the next release of the tool, I'd like users to be able to download all reports because as a user, I can only download a limited number of reports from ServiceNow Customer Service Management, but my management team can do so. I'm unsure if it's a feature that's included in the tool or not."

"The price could be better. ServiceNow should price products more reasonably."

"The pricing must be more flexible."

"The solution seems to be moving towards low-code/no-code technology. It is a negative aspect of my experience with the product. It also needs to introduce a clearer pricing structure."

"The solution is priced at 50 dollars a month per user."

"The price of the solution depends on how many users need access to it"

"The licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."

"Salesforce Service Cloud is a bit expensive."

"The tool is pretty expensive."

"Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions."

"Salesforce is not a cheap product. It can be expensive."

"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."

"I rate the product's pricing a five on a scale of one to ten, where one is cheap, and ten is expensive. The solution is neither cheap nor expensive."

"ServiceNow Customer Service Management is expensive. It's one of the most costly CSM options in the marketplace."

"I rate the tool's pricing a six out of ten."

"The product has a premium price"