We performed a comparison between Salesforce Service Cloud and ServiceNow based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The plug-ins that work with other standard systems have made the product industry-ready."
"The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."
"There is an out-of-the-box feature for reporting and analytics"
"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."
"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."
"The complexity of the solution is very less."
"The interface is quite user-friendly."
"It is a stable product."
"The workflow capability for easy setup is powerful."
"It offers ready-built automation and simpler configuration for workflows."
"The solution is stable, scalable and easy to use."
"It has more extensive features as compared to the other competitors."
"Easy to integrate with third-party applications."
"Change management is most valuable."
"I like that it's always up and running."
"What I like the most is that it's a common service data model and the fact that everything is available on one platform."
"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."
"The integrations with other solutions can be improved."
"The pricing for what Salesforce Service Cloud offers is not great."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."
"Salesforce Service Cloud's report functionality 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 product's high price is an area of concern where improvements are required."
"There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great."
"The high price is a huge barrier in Portugal."
"They could improve license management, particularly when integrating different applications or toolsets."
"There is a need to enhance ticket details visibility on the portal, such as displaying SLA information, which currently requires development effort."
"For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration."
"I would like to see more functionality in terms of custom workflows, not impacting the overall platform health."
"Once a change request has been created once it's been approved and been submitted, there is no way to go in on that particular change request and submit an additional task."
"The interface requires an upgrade."
Salesforce Service Cloud is ranked 8th in Help Desk Software with 43 reviews while ServiceNow is ranked 1st in Help Desk Software with 212 reviews. Salesforce Service Cloud is rated 8.6, while ServiceNow is rated 8.4. The top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Salesforce Service Cloud is most compared with Microsoft Dynamics CRM, JIRA Service Management, Vlocity, BSI and BMC Helix ITSM, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian. See our Salesforce Service Cloud vs. ServiceNow report.
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