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ServiceNow vs Salesforce Service Cloud

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Our analysts compared ServiceNow vs Salesforce Service Cloud based on data from our 400+ point analysis of Help Desk Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots
ServiceNow Software Tool
Salesforce Service Cloud Software Tool
SelectHub Award Winner
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Product Basics

Analyst Rating

80 Detailed Analysis

User Sentiment

Great User Sentiment (572 Reviews)

Analyst Rating

80 Detailed Analysis

User Sentiment

Great User Sentiment (2232 Reviews)

ServiceNow's Help Desk Software streamlines customer service processes, providing a centralized platform for issue tracking, incident management, and knowledge management. It's ideal for businesses seeking to improve their help desk efficiency and customer satisfaction. Key benefits include automated workflows, customizable dashboards, and self-service portals. Popular features encompass ticket assignment, SLA management, and knowledge base creation.

In comparison to similar products, ServiceNow excels in its comprehensive functionality and scalability. User experiences highlight its intuitive interface, ease of customization, and robust reporting capabilities. Pricing considerations include a subscription-based model with flexible payment options, allowing businesses to tailor their investment to their specific needs.

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Salesforce Service Cloud, a help desk software from Salesforce.com, streamlines customer service operations for businesses of all sizes. It offers a comprehensive suite of tools for managing customer inquiries, tracking cases, and providing personalized support across multiple channels.

Salesforce Service Cloud is particularly suited for organizations looking to enhance customer engagement, improve efficiency, and gain a 360-degree view of customer interactions. Its key benefits include automated case management, self-service portals, knowledge base management, and real-time reporting.

The software's user experience is highly customizable, allowing businesses to tailor it to their specific needs. It seamlessly integrates with other Salesforce products and third-party applications, providing a unified platform for customer relationship management.

Pricing for Salesforce Service Cloud varies based on the number of users, support level, and additional features required. Businesses can choose from a range of subscription plans, with monthly or annual payment options available.

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$4,500/User, Annually
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$25/User, Monthly
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Windows
Mac
Linux
Android
Chromebook
Windows
Mac
Linux
Android
Chromebook
Cloud
On-Premise
Mobile
Cloud
On-Premise
Mobile

Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
In Person
Live Online
Videos
Webinars
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support

Product Insights

  • Enhanced Productivity: Streamlined workflows and automation tools reduce manual tasks, allowing agents to focus on higher-value activities.
  • Improved Customer Satisfaction: Centralized knowledge base, intuitive self-service portal, and personalized communication channels elevate customer experiences.
  • Increased Efficiency: Automated ticket routing, escalation rules, and proactive notifications optimize ticket management, minimizing resolution times.
  • Enhanced Collaboration: Integrated communication channels and real-time collaboration tools foster seamless teamwork between agents and other departments.
  • Data-Driven Insights: Comprehensive reporting and analytics provide valuable insights into performance metrics, enabling data-informed decision-making.
  • Improved IT Service Management: Integration with IT infrastructure and monitoring tools provides a comprehensive view of IT service delivery, streamlining incident management.
  • Enhanced Employee Experience: Self-service capabilities, knowledge sharing forums, and personalized dashboards empower employees to resolve issues efficiently.
  • Reduced Costs: Automation and process optimization reduce operational expenses and minimize the need for additional staffing.
  • Improved Compliance: Adherence to industry regulations and standards through automated compliance checks and reporting capabilities.
  • Scalability and Flexibility: Modular design and cloud-based architecture enable ServiceNow to adapt to changing business needs and scale as required.
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  • Accelerated Issue Resolution: Salesforce Service Cloud streamlines communication and automates workflows, enabling teams to respond to customer inquiries swiftly and effectively.
  • Personalized Customer Experiences: The platform captures customer data and preferences, allowing agents to tailor interactions and provide personalized support.
  • Improved Agent Productivity: Automated tasks, such as case routing and knowledge management, free up agents' time, enabling them to focus on complex customer issues.
  • Enhanced Collaboration: Service Cloud facilitates seamless collaboration between agents, allowing them to share knowledge, escalate cases, and provide real-time support to customers.
  • Increased Customer Satisfaction: By resolving issues promptly and efficiently, Service Cloud enhances customer satisfaction and loyalty, leading to improved brand reputation.
  • Actionable Insights: The platform provides comprehensive reporting and analytics, enabling managers to identify trends, measure performance, and make data-driven decisions to improve customer support operations.
  • Seamless Integration: Service Cloud integrates with other Salesforce applications, such as Sales Cloud and Marketing Cloud, providing a unified view of the customer journey.
  • Mobile Accessibility: The mobile app allows agents to access customer data and provide support on the go, ensuring uninterrupted service.
  • Scalability and Flexibility: The platform can be customized and scaled to meet the unique needs of businesses, accommodating growth and changing requirements.
  • Cost Savings: By automating processes and improving efficiency, Service Cloud helps businesses reduce operational costs associated with customer support.
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  • Customer Service Management: Enable the back, middle and front offices to address customer issues and automate common requests prudently. Get access to robust tools such as dashboards, cross-portal search and activity feed to enhance the customer experience and improve the team’s productivity. 
    • Communities: Connect customers with peers to solve problems, share ideas, solutions and experiences and find answers via online forums. 
    • Gamification: Encourage engagement through elements like levels, points and badges. 
    • Case Integration: Escalate unanswered questions or issues into cases manually or automatically. 
    • Harvest Knowledge: Allow moderators to turn solutions into knowledge articles.
  • Knowledge Management: Offer a customer-grade search experience to users with contextual knowledge powered by AI capabilities and machine learning. Monitor timelines, knowledge use, aging, gaps and feedback via dashboards and analytics to fine-tune processes and content. 
  • Microsoft Word Authoring: Offer a familiar writing experience to users with a Microsoft Word online integration. Create reusable knowledge articles to reduce repetition and redundancy 
  • Feedback Management: Manage feedback with exceptional automatic closed-loop processes. 
  • Performance Analytics: Solve customer issues with better insights into real-time trends and patterns. Improve team productivity and decrease repetitions and failures with dashboards, analytics hub, spotlights and KPI signals. 
  • Subscription: Allow users to subscribe to a knowledge base, articles and to receive automatic notifications about any new content. 
  • Virtual Agent: Help customers resolve issues instantly via an AI-powered chatbot. Transfer conversation history to the most appropriate agent who can resolve issues quickly through live-agent hand-off. Use a built-in NLU engine to connect Microsoft LUIS and IBM Watson Assistant to identify map entities and intents. 
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  • Lightning Console: Boost agent productivity and optimize team workflows with easy access to information, including knowledge base, customer profiles and subject matter experts via responsive and dynamic dashboards. 
  • Case Management: Help agents resolve cases faster by keeping them connected to answers, activities and intel while assigning issues to the most appropriate sales representative with an AI-powered routing system. 
  • Service Cloud Voice: Equip agents with better insights and tools through Einstein Intelligence for delivering world-class customer support. Simplify setup, purchasing and rollout of contact center telephony with Amazon Connect and Service Cloud Voice integration. Solve customer issues quickly with tools such as IVR, intelligent cloud telephony, CRM data and call routing and storage. 
  • Knowledge Base: Allow customers and agents to get answers through a suite of readily available knowledge bases and articles. Ensure the accuracy of content with robust incident management solutions and KCSv5 verified knowledge management. 
  • Service Process and Automation: Eliminate repetitive and manual chores by automating internal procedures and processes. Design a point-and-click interface to update and create call logs and records, send emails and launch workflows. 
  • Omnichannel Routing: Engage with customers through various support channels such as web, phone, email, mobile Live Agent chats, social media, community sites and video chats. Route cases from different channels to appropriate agents based on priority, complexity and the agent’s availability, capability and capacity.  
  • Telephony Integration: Lower handle times and boost customer satisfaction rates by knowing the history before receiving the call. Automatically log the notes taken during the chat and associate them with related details such as customer records. 
  • Social Customer Service: Manage customer responses and problems from social media platforms through Salesforce Social Studio and service cloud integration. Route social cases to the appropriate agents by using classifiers, language detection and keywords. 
  • Service Analytics: Help agents make informed decisions and offer personalized support to customers by accessing service cloud data and the latest trends and patterns discovered by Einstein. Stay ahead of business issues and concerns by identifying customer and product issues and churning risks with predictive insights. 
  • Visual Remote Assistant: Troubleshoot setbacks and user queries from anywhere through video call assistance along with screen sharing capabilities. Leverage AI-powered character recognition and stay connected even with low bandwidth and offline. 
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Product Ranking

#4

among all
Help Desk Software

#43

among all
Help Desk Software

Find out who the leaders are

Analyst Rating Summary

80
80
83
75
56
60
92
67
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Dashboards and Reporting
Platform Security
Platform Capabilities
Team Collaboration
Mobile Capabilities
Platform Security
Team Collaboration
Live Chat Management

Analyst Ratings for Functional Requirements Customize This Data Customize This Data

ServiceNow
Salesforce Service Cloud
+ Add Product + Add Product
Agent Productivity Call Center Management Dashboards And Reporting Email Management Live Chat Management Mobile Capabilities Platform Capabilities Team Collaboration Ticket Management 83 56 92 76 79 50 88 88 75 75 60 67 76 89 100 77 94 79 0 25 50 75 100
83%
0%
17%
67%
0%
33%
0%
58%
42%
0%
100%
0%
83%
0%
17%
33%
50%
17%
71%
0%
29%
57%
29%
14%
73%
0%
27%
82%
0%
18%
40%
0%
60%
100%
0%
0%
83%
4%
13%
63%
21%
16%
83%
0%
17%
83%
0%
17%
71%
6%
23%
76%
0%
24%

Analyst Ratings for Technical Requirements Customize This Data Customize This Data

68%
0%
32%
74%
0%
26%
78%
11%
11%
89%
11%
0%

User Sentiment Summary

Great User Sentiment 572 reviews
Great User Sentiment 2232 reviews
82%
of users recommend this product

ServiceNow has a 'great' User Satisfaction Rating of 82% when considering 572 user reviews from 4 recognized software review sites.

83%
of users recommend this product

Salesforce Service Cloud has a 'great' User Satisfaction Rating of 83% when considering 2232 user reviews from 5 recognized software review sites.

n/a
5.0 (12)
4.0 (248)
4.1 (1537)
4.3 (50)
4.4 (509)
4.4 (82)
4.5 (43)
4.1 (192)
3.9 (131)

Awards

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SelectHub research analysts have evaluated Salesforce Service Cloud and concluded it earns best-in-class honors for Mobile Capabilities.

Mobile Capabilities Award

Synopsis of User Ratings and Reviews

Robust Ticket Management: Efficiently manage and track tickets from submission to resolution, with customizable workflows and automated notifications.
Seamless Integrations: Effortlessly connect with other business systems, such as CRM, ERP, and HR, for a unified view of customer interactions.
Comprehensive Knowledge Base: Empower users with self-service options by creating and managing a searchable knowledge base of FAQs and solutions.
Automated Workflows: Streamline processes by automating repetitive tasks, such as ticket assignment, escalation, and status updates.
Real-Time Analytics: Gain valuable insights into performance metrics, customer trends, and areas for improvement through customizable dashboards and reports.
Mobile Accessibility: Provide remote teams and users with access to the help desk platform anytime, anywhere, through mobile applications.
Enhanced Collaboration: Foster teamwork and knowledge sharing among support agents through integrated chat, forums, and collaboration tools.
Scalability and Flexibility: Easily adapt the platform to changing business needs, with the ability to handle large volumes of tickets and integrate with new systems as required.
Excellent Customer Support: Receive dedicated support from ServiceNow's team of experts to ensure smooth implementation and ongoing assistance.
Proven Track Record: Leverage a platform trusted by leading organizations worldwide, with a proven track record of delivering exceptional help desk solutions.
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Intuitive User Interface: Salesforce Service Cloud's user-friendly interface makes it easy for support agents to quickly find the information they need to resolve customer issues.
Comprehensive Case Management: The platform provides robust case management capabilities, allowing agents to track and manage customer cases efficiently, ensuring timely resolution.
Seamless Integration with Salesforce Ecosystem: As part of the Salesforce ecosystem, Service Cloud seamlessly integrates with other Salesforce products, such as Sales Cloud, Marketing Cloud, and Analytics Cloud, providing a unified view of customer interactions.
Robust Reporting and Analytics: Service Cloud offers advanced reporting and analytics capabilities, enabling businesses to gain insights into customer behavior, identify trends, and measure agent performance.
Customization and Flexibility: The platform's customizable features allow businesses to tailor the solution to their specific needs, creating a personalized experience for both agents and customers.
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Steep Learning Curve: Navigating ServiceNow's complex interface and functionality requires significant training and experience, leading to slow adoption and productivity challenges.
Customization Limitations: While ServiceNow offers customization options, they can be restrictive and time-consuming, hindering organizations from tailoring the platform to their specific needs.
Costly Implementation: Implementing ServiceNow can be expensive, involving licensing fees, professional services, and ongoing maintenance costs, which may not align with all budgets.
Limited Reporting Capabilities: ServiceNow's built-in reporting features may fall short of providing comprehensive insights and analytics, requiring additional third-party tools or custom development.
Slow Performance: Users have reported instances of slow performance and responsiveness within ServiceNow, particularly during peak usage times, affecting productivity and user satisfaction.
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Complexity: Salesforce Service Cloud is a comprehensive tool, but its complexity can be overwhelming for some users. The learning curve can be steep, and the user interface can be difficult to navigate.
Customization: While Salesforce Service Cloud is customizable, the process can be time-consuming and complex. Users may need to hire a consultant or developer to help them customize the software to meet their specific needs.
Cost: Salesforce Service Cloud is a paid software, and the cost can be a barrier for some businesses. The cost of the software depends on the number of users and the features that are needed.
Reporting: Salesforce Service Cloud provides a variety of reporting options, but some users find the reports to be difficult to understand. The reports can also be slow to generate, which can be frustrating for users who need to access information quickly.
Integration: Salesforce Service Cloud can be integrated with other software, but the process can be complex. Users may need to hire a consultant or developer to help them integrate the software with their other systems.
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ServiceNow's Help Desk Software receives consistent praise for its intuitive interface, robust automation capabilities, and comprehensive reporting features. Users appreciate its ability to streamline workflows, improve efficiency, and provide real-time visibility into support operations. However, some reviewers note that its complex configuration and customization options can be daunting for small teams or those with limited technical expertise. Compared to similar products, ServiceNow stands out for its scalability, enterprise-grade security, and extensive integration options. Its ability to handle large volumes of support requests and integrate seamlessly with other business systems makes it a popular choice for large organizations. However, its higher cost and steep learning curve may not be suitable for smaller businesses or those with less demanding support needs. Overall, ServiceNow's Help Desk Software is best suited for large organizations seeking a comprehensive and scalable solution. Its strengths in automation, reporting, and integration make it a valuable tool for streamlining support operations and improving customer satisfaction.

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Salesforce Service Cloud is widely praised for its user-friendly interface and seamless integration with other Salesforce products, which enables businesses to manage all customer interactions in one place. However, some users have reported occasional performance issues and limitations in customizing certain features, which can hinder the software's ability to fully adapt to specific business needs. Compared to similar products, Salesforce Service Cloud is often regarded as a more comprehensive solution, offering a wider range of features and functionalities. Its strengths lie in its robust reporting and analytics capabilities, which provide valuable insights into customer behavior and agent performance. Additionally, its mobile app allows for remote access and real-time updates, enhancing the flexibility of customer support operations. Salesforce Service Cloud is best suited for medium to large-sized businesses that require a comprehensive and scalable help desk solution. Its robust feature set, ease of use, and integration capabilities make it an ideal choice for organizations seeking to improve customer satisfaction and streamline their support processes.

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Screenshots

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