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- Salesforce Service Cloud Software-vs-ServiceNow Customer Service Management
Compare Salesforce Service Cloud Software and ServiceNow Customer Service Management 
At a Glance
Market Segments
Mid-Market (42.2% of reviews)
Enterprise (60.2% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
No pricing available
Salesforce Service Cloud
Star Rating
(5,630)4.4 out of 5
Market Segments
Mid-Market (42.2% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansServiceNow Customer Service Management
Star Rating
(201)4.4 out of 5
Market Segments
Enterprise (60.2% of reviews)
Entry-Level Pricing
No pricing available
Free Trial is available
Learn more about ServiceNow Customer Service ManagementSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that both Salesforce Service Cloud and ServiceNow Customer Service Management have a solid star rating of 4.4, indicating a high level of satisfaction among users. However, Salesforce has a larger number of reviews (5320) compared to ServiceNow (194), suggesting a more established user base and potentially more diverse feedback.
- Reviewers mention that ServiceNow excels in the Enterprise market segment, capturing 59.8% of reviews, while Salesforce is more popular in the Mid-Market segment with 42.1%. This indicates that ServiceNow may be better suited for larger organizations with complex needs.
- Users on G2 highlight that ServiceNow's ticket creation user experience (9.0) and ticket response user experience (8.8) are superior to Salesforce's scores (8.5 and 8.4, respectively). This suggests that ServiceNow may provide a more streamlined and efficient process for handling customer inquiries.
- Reviewers mention that ServiceNow's performance analysis (9.1) and automation capabilities (8.9) outshine Salesforce's scores (8.2 and 8.1). This indicates that ServiceNow may offer more robust tools for analyzing service performance and automating workflows, which can lead to improved operational efficiency.
- Users say that while both platforms offer strong support, ServiceNow slightly edges out with a quality of support score of 8.4 compared to Salesforce's 8.3. This could be crucial for businesses that prioritize responsive and effective customer service support.
- G2 users report that ServiceNow's SLA management (8.6) and ticket collaboration features (9.0) are more effective than Salesforce's (8.1 and 8.2). This suggests that ServiceNow may provide better tools for managing service level agreements and facilitating teamwork on customer issues.
Featured Products
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Customer Self-Service
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Pricing
Entry-Level Pricing
Salesforce Service Cloud
Starter Suite
Starting at $25.00
1 User Per Month
The simple CRM suite for marketing, sales, service, and commerce.
- Case Management
- Knowledge Management
- Salesforce Mobile App
ServiceNow Customer Service Management
No pricing availableFree Trial
Salesforce Service Cloud
Free Trial is available
ServiceNow Customer Service Management
Free Trial is available
Ratings
Meets Requirements
8.6
2,645
8.8
131
Ease of Use
8.4
4,058
8.4
148
Ease of Setup
7.9
2,862
7.9
91
Ease of Admin
8.2
1,458
8.4
57
Quality of Support
8.3
2,429
8.4
117
Has the product been a good partner in doing business?
8.7
1,438
8.6
58
Product Direction (% positive)
8.2
2,608
9.2
118
Features by Category
Ticket and Case Management
8.5
1136
|
Verified
9.0
36
|
Verified
8.4
1134
|
Verified
8.8
36
|
Verified
8.3
1164
|
Verified
8.8
36
|
Verified
8.3
1090
|
Verified
8.4
33
8.1
914
8.6
35
|
Verified
7.9
1103
|
Verified
8.6
35
|
Verified
8.2
1086
|
Verified
9.0
34
|
Verified
8.5
966
|
Verified
8.8
35
|
Verified
Generative AI
7.4
123
7.1
12
7.3
122
7.0
11
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
8.4
960
|
Verified
8.8
35
|
Verified
8.6
1142
|
Verified
8.9
35
|
Verified
8.1
785
8.1
29
|
Verified
8.0
746
|
Verified
7.5
28
|
Verified
8.0
705
7.8
27
|
Verified
Platform
7.8
503
|
Verified
7.3
29
|
Verified
8.3
764
|
Verified
8.4
35
|
Verified
8.6
641
|
Verified
8.8
35
|
Verified
8.2
559
|
Verified
8.4
34
|
Verified
8.2
1094
|
Verified
8.6
35
|
Verified
8.2
1114
|
Verified
8.5
36
|
Verified
Customer Information
8.1
192
Not enough data
8.3
191
Not enough data
8.4
189
Not enough data
7.6
187
Not enough data
7.9
190
Not enough data
8.0
187
Not enough data
7.8
191
Not enough data
Predictions
7.2
184
Not enough data
7.6
185
Not enough data
8.2
183
Not enough data
7.3
182
Not enough data
Platform
8.5
191
Not enough data
8.3
191
Not enough data
8.4
189
Not enough data
8.5
188
Not enough data
8.3
189
Not enough data
8.8
186
Not enough data
8.9
189
Not enough data
9.0
186
Not enough data
8.8
184
Not enough data
8.9
185
Not enough data
Generative AI
7.2
157
Not enough data
7.2
155
Not enough data
Agentic AI - Customer Success
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
8.8
221
Not enough data
8.7
220
Not enough data
8.6
217
Not enough data
Knowledge Management
8.7
213
Not enough data
8.5
205
Not enough data
8.4
203
Not enough data
Compliance
8.7
220
Not enough data
8.7
218
Not enough data
8.6
218
Not enough data
8.5
215
Not enough data
Customer Support
8.1
204
Not enough data
8.1
197
Not enough data
8.0
186
Not enough data
Data Security
8.6
210
Not enough data
8.6
211
Not enough data
8.9
212
Not enough data
9.1
212
Not enough data
Administration
8.5
202
Not enough data
8.8
204
Not enough data
8.9
207
Not enough data
Generative AI
7.5
143
Not enough data
Channels
8.5
112
Not enough data
8.3
110
Not enough data
7.4
109
Not enough data
Design
8.3
106
Not enough data
7.9
107
Not enough data
8.2
109
Not enough data
8.3
109
Not enough data
8.4
106
Not enough data
Generative AI
7.3
104
Not enough data
7.4
103
Not enough data
Usability
8.7
192
Not enough data
8.6
196
Not enough data
8.7
194
Not enough data
Reporting
8.7
193
Not enough data
8.3
187
Not enough data
8.6
190
Not enough data
Generative AI
7.5
169
Not enough data
7.6
170
Not enough data
Quality Assurance
8.7
63
Not enough data
8.6
60
Not enough data
8.6
62
Not enough data
Engagement
8.7
61
Not enough data
8.7
61
Not enough data
8.6
61
Not enough data
Performance
8.6
61
Not enough data
8.7
61
Not enough data
Generative AI
7.6
52
Not enough data
7.8
53
Not enough data
Channels
7.4
265
Not enough data
7.3
259
Not enough data
7.9
263
Not enough data
7.3
256
Not enough data
8.7
270
Not enough data
Generative AI
6.9
208
Not enough data
Functions
7.9
259
Not enough data
7.9
256
Not enough data
7.5
248
Not enough data
7.1
244
Not enough data
7.2
246
Not enough data
7.1
249
Not enough data
7.7
249
Not enough data
8.0
248
Not enough data
Agentic AI - Contact Center
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
7.8
245
Not enough data
8.4
250
Not enough data
8.5
248
Not enough data
7.7
238
Not enough data
7.6
242
Not enough data
Workforce Management
7.8
51
8.4
19
7.8
51
8.5
19
7.2
50
8.5
18
7.7
50
8.2
17
7.4
50
8.1
15
Administration
8.1
51
8.9
19
8.2
50
9.1
20
8.3
50
8.5
20
7.5
49
8.1
17
7.6
49
8.3
17
Conversational Platform
8.5
93
Not enough data
8.6
92
Not enough data
8.0
91
Not enough data
8.2
94
Not enough data
Support Automation
8.1
92
Not enough data
8.0
91
Not enough data
8.0
92
Not enough data
7.9
90
Not enough data
Generative AI
7.4
88
Not enough data
7.3
88
Not enough data
Customer Support
8.3
119
7.7
5
7.8
114
Not enough data
8.1
114
7.7
5
Automation
8.2
116
8.3
5
8.1
117
7.3
5
8.0
116
8.3
5
Artificial Intelligence
7.6
112
7.7
5
7.7
112
7.7
5
7.3
109
7.7
5
Generative AI
7.7
101
8.7
5
7.7
100
Not enough data
7.7
101
Not enough data
Communication
8.5
301
|
Verified
8.3
18
|
Verified
8.6
320
|
Verified
8.7
18
|
Verified
8.4
266
|
Verified
8.2
18
8.5
268
|
Verified
8.2
17
7.8
151
8.3
17
Internal Use
8.3
764
|
Verified
8.4
35
|
Verified
8.3
288
|
Verified
8.6
17
|
Verified
8.5
280
|
Verified
8.3
15
8.4
310
|
Verified
8.7
18
8.5
281
|
Verified
8.4
18
|
Verified
8.7
314
|
Verified
8.2
18
|
Verified
Generative AI
7.2
120
7.1
7
Self-Service Experience
8.6
585
8.0
27
8.3
572
7.9
24
8.3
521
7.2
24
7.9
207
6.7
23
8.4
217
8.0
25
Self-Service Platform
8.4
216
8.3
27
8.6
221
8.5
26
7.6
192
7.8
24
8.5
208
8.3
26
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
7.6(won by default)
46
Not enough data
7.8(won by default)
46
Not enough data
Process
8.6(won by 1.9)
236
6.7
6
8.6
256
9.2(won by 0.6)
6
8.3(won by default)
217
Not enough data
Channels
8.8
265
9.3(won by 0.5)
5
8.4(won by default)
240
Not enough data
8.5(won by default)
223
Not enough data
8.6(won by default)
225
Not enough data
8.5(won by 1.2)
206
7.3
5
Insight
8.5(won by 1.8)
222
6.7
5
8.8(won by 1.8)
257
7.0
5
8.5(won by 0.8)
196
7.7
5
8.6(won by 0.3)
244
8.3
6
Generative AI
8.0
69
Not enough data
8.0
70
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Survey Management
8.8
27
Not enough data
8.3
27
Not enough data
8.6
27
Not enough data
8.8
27
Not enough data
Process Management
8.3
27
Not enough data
8.4
26
Not enough data
8.6
27
Not enough data
8.5
26
Not enough data
System Management
9.0
27
Not enough data
8.6
26
Not enough data
Categories
Categories
Shared Categories
Salesforce Service Cloud and ServiceNow Customer Service Management are categorized as Digital Customer Service Platforms, Conversational Support, Social Customer Service, Live Chat, Help Desk, Contact Center Workforce, Customer Self-Service, and Customer Service Automation
Unique Categories
Salesforce Service Cloud is categorized as Contact Center Quality Assurance, Customer Communications Management, Contact Center Knowledge Base, Enterprise Feedback Management, Contact Center, Complaint Management, and Customer Success
ServiceNow Customer Service Management has no unique categories
Reviews
Reviewers' Company Size
Salesforce Service Cloud
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
ServiceNow Customer Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
11.4%
Computer Software
9.9%
Financial Services
7.2%
Manufacturing
4.2%
Hospital & Health Care
3.6%
Other
63.7%
Information Technology and Services
34.7%
Telecommunications
6.1%
Computer Software
6.1%
Consumer Services
5.1%
Financial Services
4.6%
Other
43.4%
Most Helpful Reviews
Salesforce Service Cloud
Most Helpful Favorable Review
Verified User in Online Media
Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...
Most Helpful Critical Review
Henry K.
Verified User in E-Learning
I dislike that I can't search for past support cases by their tags/labels. I want to be able to click on a label and see all from that label. I also hate that I can't forward support tickets easily.
ServiceNow Customer Service Management
Most Helpful Favorable Review
Verified User in Computer Software
- Organized ticketing queue - Automated email mechanism - Priority based suggestions - ETA alerts - Enhanced knowledge management associated with tickets
Most Helpful Critical Review
Verified User in Information Technology and Services
For the most part, you really need to know how to write JavaScript to take full advantage of the product. While its ideal to use this product out of the box, some customization (not configuration) is required. Configuring and customizing will require skills...
Verified User in Online Media
Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...
Verified User in Computer Software
- Organized ticketing queue - Automated email mechanism - Priority based suggestions - ETA alerts - Enhanced knowledge management associated with tickets
Henry K.
Verified User in E-Learning
I dislike that I can't search for past support cases by their tags/labels. I want to be able to click on a label and see all from that label. I also hate that I can't forward support tickets easily.
Verified User in Information Technology and Services
For the most part, you really need to know how to write JavaScript to take full advantage of the product. While its ideal to use this product out of the box, some customization (not configuration) is required. Configuring and customizing will require skills...
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