Overview: Salesforce Service Cloud and ServiceNow as Help Desk Category solutions.

Salesforce Service Cloud and ServiceNow are both powerful help desk solutions, each catering to specific business needs. Salesforce Service Cloud excels in customer relationship enhancement and large-scale integration, making it ideal for enterprises seeking robust CRM capabilities. ServiceNow focuses on scaling best practices and workflow management, suitable for businesses needing efficient process automation. Both provide diverse support options, but Salesforce Service Cloud offers a more comprehensive 24/7 support service, while ServiceNow is favored for training and onboarding support.

Salesforce Service Cloud: Salesforce-Service-Cloud enables customer service teams with AI-powered software solutions. Efficient and scalable service is created for customers to love.

ServiceNow: ServiceNow, a cloud-based workflow automation platform, enhances operational efficiencies by automating routine tasks and delivering digital workflows. Its capabilities include AI, analytics, mobile app building, and secure cross-enterprise integrations.

Salesforce Service Cloud and ServiceNow: Best Use cases based on the customer satisfaction data

Salesforce Service Cloud

Key Capabilities Supported

Salesforce Service Cloud supports extensive helpdesk, customer case, and engagement management, aligning well with complex CRM needs. read more →

ServiceNow offers workflow management and helpdesk management capabilities, emphasizing process automation. read more →

Business Goals

Salesforce Service Cloud primarily enhances customer relationships and aids in acquiring customers for increased sales. read more →

ServiceNow focuses on scaling best practices and risk management, catering to organizations prioritizing operational efficiency. read more →

Core Features

Salesforce Service Cloud integrates AI, custom reports, and seamless data import/export, providing robust analytics and compliance. read more →

ServiceNow highlights training & onboarding, security, and analytics, supporting companies through comprehensive compliance and data management. read more →

Vendor Support

Salesforce Service Cloud offers extensive 24/7 support via multiple channels including chat and phone, ideal for continuous operations. read more →

ServiceNow extends phone and chat support complemented by extensive training and onboarding resources. read more →

User Segments and Industries

Salesforce Service Cloud is favored by enterprises and IT services, efficiently handling diverse industry needs. read more →

ServiceNow caters more to small and mid-market segments, notably within IT and financial services. read more →

Operational Alignment

Salesforce Service Cloud fits seamlessly into large-scale operations with strong integration and customer management tools. read more →

ServiceNow aligns well with businesses aiming for streamlined process management and efficient communication. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

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low

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Security & Privacy Risk

medium

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low

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Integration Risk

medium

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low

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Migration Risk

medium

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medium

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IT and Other Capabilities

Low
Medium
High

Ease of migration

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Data

Data Export

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Data Import

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Support

Email Support

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Phone Support

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Chat Support

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24/7 Support

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Others

Analytics

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Custom Reports

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AI Powered

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Most deployed common Use Cases for Salesforce Service Cloud and ServiceNow

What Are the key features of Salesforce Service Cloud and ServiceNow for Helpdesk Management?

Salesforce Service Cloud and ServiceNow are similar in their ability to manage helpdesk operations, offering features such as ticket tracking, incident management, and knowledge base management. Salesforce Service Cloud excels in its ease of configuration and integration with call centers, while ServiceNow prioritizes automation and streamlining of workflows for internal IT helpdesks. Both tools have limitations, such as challenges with customization and user interface complexities.

"...It s a complete upgrade from the system our call center used before...." Peer review by Maryanne N, Blogger, Insurance

"...Being able to focus on customer issues rather than using a clunky ticketing system helps calls to be more productive...." Peer review by Michael W., Information Technology and Services

What makes Salesforce Service Cloud and ServiceNow ideal for Workflow Management?

Salesforce Service Cloud and ServiceNow both help businesses manage workflows. Both platforms offer tools to automate processes and improve efficiency. Salesforce Service Cloud focuses on streamlining customer service interactions, while ServiceNow emphasizes IT service management. Salesforce Service Cloud's workflow features have limitations for customization, while ServiceNow requires a dedicated development team for complex workflows.

"...It is the software we use to manage workflows and contact information for our financial advisors that we service...." Peer review by User in Telecommunications, Telecommunications

"...Incident communication workflows are easily customized to ensure that agents are responding to incidents within management defined SLAs...." Peer review by Aaron Lael, Telecommunications Specialist III, State of Utah, DTS

What solutions does Salesforce Service Cloud and ServiceNow provide for Engagement Management?

Both Salesforce Service Cloud and ServiceNow offer engagement management features. Salesforce Service Cloud allows companies to engage customers across multiple platforms, including social media, and provides tools to track and categorize customer issues. ServiceNow enables interaction with customers through incident tracking, task management, and change management. Both systems allow for multiple users to interact with a single ticket. However, Salesforce Service Cloud is limited by its complex integration processes, while ServiceNow can be difficult to use with a poor configuration.

"...In conjunction with Sales Cloud, allows your employees to see a 360 degree view of customer interactions Availability of self-service options to assist in call diversion efforts...." Peer review by Viresh H, Software Developer, Computer Software

"...Servicenow is fantastic for incident-centric environments (anywhere you'd use a CRM solution to track customer/user/agent interactions)...." Peer review by Technician in Information Technology

How can Salesforce Service Cloud and ServiceNow optimize your Knowledge Management Workflow?

Salesforce Service Cloud and ServiceNow both offer Knowledge Management features. Salesforce Service Cloud allows users to access a knowledge base through a portal and enables tracking of knowledge base usage. ServiceNow provides a Knowledge Base section to centralize documentation and offers easy access for users. Salesforce Service Cloud is more integrated with case management, while ServiceNow offers a more comprehensive service management solution. Both tools have limitations in terms of knowledge base navigation and functionality.

"...We specifically purchased our Desk subscription for the sole use of the Knowledge Base component...." Peer review by Tassia B., Media Production

"...The infrastructure management [team] runs the full CMDB service hierarchy on ServiceNow and it is used to support the full ITIL environment in terms of change, incidents, requests, knowledge and asset management...." Peer review by Adam Sylvester, Consultant (Royal Mail Group Technology) (18 months - Fixed Term), Royal Mail