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At a Glance
Market Segments
Mid-Market (42.6% of reviews)
Enterprise (60.9% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
No pricing available
Salesforce Service Cloud
Star Rating
(7,169)4.4 out of 5
Market Segments
Mid-Market (42.6% of reviews)
Pros & Cons
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
(236)4.4 out of 5
Market Segments
Enterprise (60.9% of reviews)
Pros & Cons
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.
- Reviews say 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 user base with 6,640 reviews compared to ServiceNow's 225, suggesting a more established presence in the market.
- Users report that Salesforce Service Cloud shines in its email integration, scoring 8.8, while ServiceNow excels in email to case functionality with a score of 8.7. Reviewers mention that Salesforce's email capabilities are robust, allowing for seamless communication, whereas ServiceNow's email to case feature is praised for its efficiency in ticket creation.
- Reviewers mention that ServiceNow Customer Service Management has a slight edge in ticket response user experience, scoring 8.9 compared to Salesforce's 8.4. Users appreciate ServiceNow's streamlined ticketing process, which they find more intuitive and faster, enhancing overall customer satisfaction.
- Users on G2 report that ServiceNow excels in SLA management with a score of 8.6, while Salesforce scores 8.1. Reviewers highlight ServiceNow's ability to effectively track and manage service level agreements, ensuring compliance and timely responses, which is crucial for enterprise-level operations.
- G2 users mention that ServiceNow's workflow capabilities score 8.7, outperforming Salesforce's 8.3. Reviewers appreciate ServiceNow's advanced workflow automation features, which allow for more complex and customizable processes, making it a preferred choice for larger organizations with intricate service needs.
- Users report that both platforms offer good ease of use, scoring 8.4 each, but ServiceNow's overall user experience is slightly favored due to its intuitive interface and better onboarding resources, making it easier for new users to adapt quickly.
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
2,757
8.7
160
Ease of Use
8.4
5,332
8.4
177
Ease of Setup
7.9
4,091
7.9
116
Ease of Admin
8.2
1,525
8.4
78
Quality of Support
8.3
2,538
8.3
142
Has the product been a good partner in doing business?
8.7
1,506
8.5
80
Product Direction (% positive)
8.2
2,718
9.2
145
Features by Category
Ticket and Case Management
8.5
1202
|
Verified
8.9
60
|
Verified
8.4
1200
|
Verified
8.9
60
|
Verified
8.3
1229
|
Verified
8.7
60
|
Verified
8.3
1152
|
Verified
8.3
57
8.1
978
8.7
59
|
Verified
7.9
1166
|
Verified
8.4
58
|
Verified
8.3
1148
|
Verified
8.8
57
|
Verified
8.5
1026
|
Verified
8.7
57
|
Verified
Generative AI
7.6
176
7.2
32
7.6
175
6.9
31
Agentic AI - Help Desk
8.1
51
7.3
22
8.2
53
7.3
22
8.1
54
7.3
22
Communication Channels
8.4
1019
|
Verified
8.6
59
|
Verified
8.6
1203
|
Verified
8.6
59
|
Verified
8.1
845
8.0
52
|
Verified
8.0
804
|
Verified
7.4
51
|
Verified
8.1
764
7.7
49
|
Verified
Platform
7.8
552
|
Verified
7.3
53
|
Verified
8.3
816
|
Verified
8.1
60
|
Verified
8.6
691
|
Verified
8.5
59
|
Verified
8.3
609
|
Verified
8.2
58
|
Verified
8.2
1143
|
Verified
8.5
59
|
Verified
8.2
1162
|
Verified
8.6
60
|
Verified
Customer Information
8.1
206
Not enough data
8.3
205
Not enough data
8.4
203
Not enough data
7.7
201
Not enough data
7.9
204
Not enough data
8.1
200
Not enough data
7.8
204
Not enough data
Predictions
7.3
197
Not enough data
7.7
198
Not enough data
8.2
196
Not enough data
7.4
194
Not enough data
Platform
8.5
204
Not enough data
8.3
203
Not enough data
8.4
200
Not enough data
8.5
200
Not enough data
8.2
201
Not enough data
8.7
197
Not enough data
8.8
201
Not enough data
9.0
198
Not enough data
8.8
196
Not enough data
8.9
197
Not enough data
Generative AI
7.3
169
Not enough data
7.3
167
Not enough data
Agentic AI - Customer Success
8.6
12
Not enough data
8.5
12
Not enough data
8.9
12
Not enough data
9.2
12
Not enough data
8.6
12
Not enough data
Administration
8.8
227
Not enough data
8.7
226
Not enough data
8.6
223
Not enough data
Knowledge Management
8.7
218
Not enough data
8.5
210
Not enough data
8.4
208
Not enough data
Compliance
8.7
226
Not enough data
8.7
223
Not enough data
8.6
223
Not enough data
8.6
220
Not enough data
Customer Support
8.1
209
Not enough data
8.1
202
Not enough data
8.0
191
Not enough data
Data Security
8.6
215
Not enough data
8.7
216
Not enough data
9.0
217
Not enough data
9.1
217
Not enough data
Administration
8.6
207
Not enough data
8.8
209
Not enough data
8.9
212
Not enough data
Generative AI
7.5
147
Not enough data
Channels
8.5
119
Not enough data
8.3
117
Not enough data
7.5
116
Not enough data
Design
8.4
113
Not enough data
7.9
114
Not enough data
8.2
116
Not enough data
8.4
116
Not enough data
8.5
113
Not enough data
Generative AI
7.4
110
Not enough data
7.5
109
Not enough data
Usability
8.6
203
Not enough data
8.6
206
Not enough data
8.7
204
Not enough data
Reporting
8.7
203
Not enough data
8.3
197
Not enough data
8.6
200
Not enough data
Generative AI
7.6
178
Not enough data
7.6
179
Not enough data
Quality Assurance
8.7
68
Not enough data
8.7
65
Not enough data
8.7
67
Not enough data
Engagement
8.8
66
Not enough data
8.8
66
Not enough data
8.7
66
Not enough data
Performance
8.6
66
Not enough data
8.8
66
Not enough data
Generative AI
7.7
57
Not enough data
7.9
58
Not enough data
Channels
7.4
274
Not enough data
7.3
268
Not enough data
7.9
272
Not enough data
7.3
265
Not enough data
8.7
279
Not enough data
Generative AI
7.0
216
Not enough data
Functions
7.9
268
Not enough data
8.0
265
Not enough data
7.6
257
Not enough data
7.2
253
Not enough data
7.2
255
Not enough data
7.2
258
Not enough data
7.7
258
Not enough data
8.0
257
Not enough data
Agentic AI - Contact Center
9.0
5
Not enough data
9.3
5
Not enough data
8.3
5
Not enough data
9.0
5
Not enough data
Administrative
7.9
254
Not enough data
8.5
259
Not enough data
8.5
257
Not enough data
7.7
246
Not enough data
7.6
251
Not enough data
Workforce Management
7.9
56
8.1
25
7.9
56
8.2
25
7.4
55
8.1
24
7.8
55
8.0
23
7.6
55
7.8
21
Administration
8.2
56
8.5
25
8.3
55
8.7
26
8.4
55
8.3
26
7.6
54
8.1
23
7.7
54
8.0
23
Conversational Platform
8.5
101
8.6
6
8.6
99
8.6
6
8.0
98
8.9
6
8.2
101
8.6
6
Support Automation
8.1
99
8.3
6
8.1
98
9.2
6
8.0
99
7.5
6
7.9
96
7.2
6
Generative AI
7.4
94
8.3
5
7.4
93
8.3
5
Customer Support
8.3
142
7.9
13
7.9
137
7.1
12
8.2
137
8.2
13
Automation
8.2
140
8.7
13
8.2
141
8.3
13
8.1
140
8.3
13
Artificial Intelligence
7.6
135
8.5
13
7.6
135
8.2
12
7.3
132
8.1
12
Generative AI
7.7
107
8.5
10
7.7
106
8.3
9
7.7
107
8.5
9
Communication
8.5
309
|
Verified
8.3
24
|
Verified
8.6
328
|
Verified
8.9
23
|
Verified
8.4
274
|
Verified
8.5
24
8.5
276
|
Verified
8.4
23
7.8
159
8.2
23
Internal Use
8.3
816
|
Verified
8.1
60
|
Verified
8.3
295
|
Verified
8.6
23
|
Verified
8.5
287
|
Verified
8.3
21
8.4
317
|
Verified
8.9
24
8.5
288
|
Verified
8.5
24
|
Verified
8.7
321
|
Verified
8.5
24
|
Verified
Generative AI
7.2
126
6.9
21
Self-Service Experience
8.6
591
7.9
43
8.3
578
7.8
39
8.3
527
7.4
39
7.9
213
6.4
38
8.4
223
7.7
40
Self-Service Platform
8.4
222
8.0
42
8.6
227
8.0
41
7.6
198
7.6
39
8.5
214
8.0
41
Agentic AI - Customer Self-Service
8.3
6
6.6
15
8.3
6
7.0
15
8.3
6
7.2
15
8.6
6
7.1
15
8.3
6
7.3
15
8.9
6
7.2
15
8.6
6
7.1
15
Generative AI
7.9(won by default)
52
Not enough data
7.9(won by default)
52
Not enough data
Process
8.6(won by 1.7)
242
6.9
7
8.6
262
9.0(won by 0.4)
7
8.3(won by 1.0)
223
7.3
5
Channels
8.8
271
9.4(won by 0.6)
6
8.4(won by 0.7)
246
7.7
5
8.5(won by 0.8)
229
7.7
5
8.6(won by 1.3)
230
7.3
5
8.6(won by 1.1)
212
7.5
6
Insight
8.6(won by 1.4)
228
7.2
6
8.8(won by 1.9)
263
6.9
6
8.5(won by 0.7)
202
7.8
6
8.7(won by 0.4)
250
8.3
7
Generative AI
8.0
79
Not enough data
7.9
80
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Survey Management
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Not enough data
Process Management
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
Not enough data
System Management
9.1
30
Not enough data
8.7
29
Not enough data
Categories
Categories
Shared Categories
Salesforce Service Cloud and ServiceNow Customer Service Management are categorized as Customer Service Automation, Digital Customer Service Platforms, Conversational Support, Social Customer Service, Live Chat, Help Desk, Contact Center Workforce, and Customer Self-Service
Unique Categories
Salesforce Service Cloud is categorized as Contact Center Quality Assurance, Complaint Management, Customer Communications Management, Contact Center Knowledge Base, Customer Success, Enterprise Feedback Management, and Contact Center
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
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.4%
Non-Profit Organization Management
3.9%
Other
63.8%
Information Technology and Services
36.0%
Telecommunications
5.8%
Computer Software
5.8%
Financial Services
4.4%
Hospital & Health Care
4.0%
Other
44.0%
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