Salesforce Service Cloud vs ServiceNow Customer Service Management comparison

"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."

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

"It's a cloud tool, so it is easy to set up."

"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."

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

"The main benefit of Salesforce Service Cloud is that everything is in the cloud. We can track the entire customer journey from lead to account or opportunity. The CRM is in the cloud, while the financial transactions are in NetSuite. By integrating these applications, we get a complete view of the business. Some integrations are event-driven, while others are batch integrations that run at scheduled times. We also build reports using our in-house analytics tool to help leadership make decisions."

"Salesforce Service Cloud improved our organization with its mobile capabilities."

"The most valuable feature of the solution is the traceability of actions."

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

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

"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."

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

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

"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."

"The tool is very useful as it helps us run businesses smoothly."

"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."

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

"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."

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

"I would like to add some bot features."

"The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper."

"The product's high price is an area of concern where improvements are required."

"The pricing of the solution can be made cheaper."

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

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

"The pricing must be more flexible."

"Sometimes ServiceNow Customer Service Management lags, meaning the speed is low or there is a delay in operations."

"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."

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

"I do not have any notes for improvements."

"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."

"Salesforce Service Cloud is a bit expensive."

"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."

"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."

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

"Salesforce is very cost-effective."

"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."

"I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."

"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."

"The product has a premium price"

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