Guiding you to choose between Salesforce Service Cloud vs. ServiceNow: 2024

Comparison Summary

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: Customer Satisfaction Data

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.

"...The users who use service cloud manage customer support, cases, and use it for knowledge management...." Peer review by Hans Hong, Technical Support Manager, Videojet Technologies

"...The knowledge base scripts provide a method for both our customer and help desk personnel to resolve issues very quickly...." Peer review by Engineer in Information Technology

How does Salesforce Service Cloud and ServiceNow facilitate 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.

"...List Views - Cannot sort by most fields, cannot add custom fields to list views, and cannot modify the number of records per page Reporting - Cannot modify fields displayed in a report, cannot edit criteria for metrics, and cannot include custom fields in reports aside from picklists, and cannot export more than 2500 records at a time Email - Does not include standard modern emailing functions such as underlining, highlighting, modifying font color, or pasting images/tables Also, while some more complex workflows and automation can be built in Salesforce to update fields which are then passed back to Desk via Desk Connect (native sync between Desk and Salesforce), I strongly recommend against relying on Desk Connect for any business processes...." Peer review by Chance Martin, Financial Services

"...Automation allows for easy implementation of workflows and use of APIs make integration with external platforms a breeze...." Peer review by Verified User, Director in Information Technology, Banking

What Are the key features of Salesforce Service Cloud and ServiceNow 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.

"...I have actually used variations of the Service Cloud package during several engagements with different clients...." Peer review by Suzanne D., Consultant, Management Consulting

"...User follow up of the tickets and history of email chain is recorded all in one place against the ticket, and its easy to see the whole conversation...." Peer review by Administrator

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

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.

"...The users who use service cloud manage customer support, cases, and use it for knowledge management...." Peer review by Hans Hong, Technical Support Manager, Videojet Technologies