Compare Salesforce Service Cloud vs ServiceNow Knowledge Management

See this
comparison of Salesforce Service Cloud vs. ServiceNow Knowledge Management
based on data from user reviews. Salesforce Service Cloud rates 4.1/5 stars with 1,360 reviews. ServiceNow Knowledge Management rates 4.1/5 stars with 11 reviews. Each product's score is calculated by real-time data from verified user reviews.

Pricing

 
Service Essentials Edition
$ 25 USD
Per user/month (billed annually)
 
Professional Edition
$ 75 USD
Per user/month (billed annually)
 
Enterprise Edition
$ 150 USD
Per user/month (billed annually)
 
Unlimited Edition
$ 300 USD
Per user/month (billed annually)
 
Free Trial
Free Trial Unavailable
Salesforce Service Cloud
Service Essentials Edition
$ 25 USDPer user/month (billed annually)
Professional Edition
$ 75 USDPer user/month (billed annually)
Enterprise Edition
$ 150 USDPer user/month (billed annually)
Unlimited Edition
$ 300 USDPer user/month (billed annually)
Free Trial
ServiceNow Knowledge Management
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.4
7.9
Ease of Use
Ease of Use
8.0
7.4
Ease of Setup
Ease of Setup
7.4
8.3
Ease of Admin
Ease of Admin
7.9
8.0
Quality of Support
Quality of Support
8.0
7.0
Ease of Doing Business With
Ease of Doing Business With
8.4
8.0
Product Direction (% positive)
Product Direction (% positive)
7.7
8.8
Meets Requirements
Salesforce Service Cloud
8.4
ServiceNow Knowledge Management
7.9
Ease of Use
Salesforce Service Cloud
8.0
ServiceNow Knowledge Management
7.4
Ease of Setup
Salesforce Service Cloud
7.4
ServiceNow Knowledge Management
8.3
Ease of Admin
Salesforce Service Cloud
7.9
ServiceNow Knowledge Management
8.0
Quality of Support
Salesforce Service Cloud
8.0
ServiceNow Knowledge Management
7.0
Ease of Doing Business With
Salesforce Service Cloud
8.4
ServiceNow Knowledge Management
8.0
Product Direction (% positive)
Salesforce Service Cloud
7.7
ServiceNow Knowledge Management
8.8

Features

Knowledge Share
Knowledge Base
Salesforce Service Cloud
8.5
ServiceNow Knowledge Management
Not enough data available
Searchable Articles
Salesforce Service Cloud
8.1
ServiceNow Knowledge Management
Not enough data available
Community Forums
Salesforce Service Cloud
8.2
ServiceNow Knowledge Management
Not enough data available
Interactive FAQs & Forums
Salesforce Service Cloud
8.0
ServiceNow Knowledge Management
Not enough data available
Interaction
Web Portals
Salesforce Service Cloud
8.2
ServiceNow Knowledge Management
Not enough data available
Forum to Reponse
Salesforce Service Cloud
8.1
ServiceNow Knowledge Management
Not enough data available
Tickets and Tagging
Salesforce Service Cloud
8.4
ServiceNow Knowledge Management
Not enough data available
Live Chat
Salesforce Service Cloud
8.1
ServiceNow Knowledge Management
Not enough data available

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
24.5%
9.1%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
41.8%
27.3%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
33.7%
63.6%
Salesforce Service Cloud
Small-Business
24.5%
Mid-Market
41.8%
Enterprise
33.7%
ServiceNow Knowledge Management
Small-Business
9.1%
Mid-Market
27.3%
Enterprise
63.6%

Reviewers' Industry

 
Computer Software
15.5%
Information Technology and Services
18.2%
 
Information Technology and Services
14.1%
Utilities
9.1%
 
Internet
7.8%
Staffing and Recruiting
9.1%
 
Hospital & Health Care
3.6%
Retail
9.1%
 
Financial Services
3.4%
Research
9.1%
 
Other
55.6%
Other
45.5%
Salesforce Service Cloud
Computer Software
15.5%
Information Technology and Services
14.1%
Internet
7.8%
Hospital & Health Care
3.6%
Financial Services
3.4%
Other
55.6%
ServiceNow Knowledge Management
Information Technology and Services
18.2%
Utilities
9.1%
Staffing and Recruiting
9.1%
Retail
9.1%
Research
9.1%
Other
45.5%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
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...

User

The best I like about ServiceNow Knowledge Management is the ability to create articles from Incidents, Problems and make them visible for users too on self service portal. Also with the short description tool has the ability to suggest related articles...

Most Helpful Critical Review
Most Helpful Critical Review
Josh E.
User in Computer Software

The Next Gen Agent is rather complicated and it seems kind of difficult to use. Also, it doesn't seem to understand to combine certain tickets (such as those starting with "Re:") so we have to do that manually. It is also rather annoying that the Next Gen...

User in Computer Software

Not very easy to navigate and look for screen shots

 
Salesforce Service Cloud
Most Helpful Favorable Review
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
Josh E.
User in Computer Software

The Next Gen Agent is rather complicated and it seems kind of difficult to use. Also, it doesn't seem to understand to combine certain tickets (such as those starting with "Re:") so we have to do that manually. It is also rather annoying that the Next Gen...

ServiceNow Knowledge Management
Most Helpful Favorable Review
User

The best I like about ServiceNow Knowledge Management is the ability to create articles from Incidents, Problems and make them visible for users too on self service portal. Also with the short description tool has the ability to suggest related articles...

Most Helpful Critical Review
User in Computer Software

Not very easy to navigate and look for screen shots

Screenshots

 
1 of 4
2 of 4
3 of 4
4 of 4
No screenshots provided
Salesforce Service Cloud
ServiceNow Knowledge Management
No screenshots provided

Videos

 

Happy customers. Let’s make them happier with Service Cloud.

No videos provided
Salesforce Service Cloud

Happy customers. Let’s make them happier with Service Cloud.

ServiceNow Knowledge Management
No videos provided

Downloads

ServiceNow Knowledge Management
No downloads provided
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