177 Ratings
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Score 8.2 out of 100
2 Ratings
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Score 8 out of 100

Likelihood to Recommend

Adobe Experience Manager

Adobe Experience Manager is well suited for large organizations that need a powerful, comprehensive and robust CMS to manage multiple websites/translations of websites. It is also well suited for those who need a CMS that is well integrated with other systems such as analytics, targeting and email marketing, or those who want some fancy add ons like Adobe smart tags or AI-enhanced capabilities.It is also an expensive product with a steep learning curve, so it is less appropriate for smaller companies/individuals or those that don't need an overly robust system that is integrated with other digital marketing tools. If you're looking for a more affordable solution that is easy to pick up and play, go with a more basic WordPress or Joomla type option.
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

If you're looking for something simple and easy to use for a few thousand people, SNOW is it. Simple top to bottom filling out of forms can be trained to almost anyone within a few days. The autocomplete feature for most fields is an excellent time-saver. The only issue with reporting is that sometimes you're missing certain information that you may need, like tasks vs incidents.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Security

Adobe Experience Manager
8.4
ServiceNow Customer Service Management
Role-based user permissions
Adobe Experience Manager
8.4
ServiceNow Customer Service Management

Platform & Infrastructure

Adobe Experience Manager
8.0
ServiceNow Customer Service Management
API
Adobe Experience Manager
7.8
ServiceNow Customer Service Management
Internationalization / multi-language
Adobe Experience Manager
8.2
ServiceNow Customer Service Management

Web Content Creation

Adobe Experience Manager
7.2
ServiceNow Customer Service Management
WYSIWYG editor
Adobe Experience Manager
6.7
ServiceNow Customer Service Management
Code quality / cleanliness
Adobe Experience Manager
6.9
ServiceNow Customer Service Management
Admin section
Adobe Experience Manager
7.2
ServiceNow Customer Service Management
Page templates
Adobe Experience Manager
7.5
ServiceNow Customer Service Management
Library of website themes
Adobe Experience Manager
7.2
ServiceNow Customer Service Management
Mobile optimization / responsive design
Adobe Experience Manager
7.4
ServiceNow Customer Service Management
Publishing workflow
Adobe Experience Manager
7.4
ServiceNow Customer Service Management
Form generator
Adobe Experience Manager
7.0
ServiceNow Customer Service Management

Web Content Management

Adobe Experience Manager
6.9
ServiceNow Customer Service Management
Content taxonomy
Adobe Experience Manager
7.9
ServiceNow Customer Service Management
SEO support
Adobe Experience Manager
6.4
ServiceNow Customer Service Management
Bulk management
Adobe Experience Manager
6.8
ServiceNow Customer Service Management
Availability / breadth of extensions
Adobe Experience Manager
6.6
ServiceNow Customer Service Management
Community / comment management
Adobe Experience Manager
6.9
ServiceNow Customer Service Management

Incident and problem management

Adobe Experience Manager
ServiceNow Customer Service Management
9.2
Organize and prioritize service tickets
Adobe Experience Manager
ServiceNow Customer Service Management
10.0
Expert directory
Adobe Experience Manager
ServiceNow Customer Service Management
9.0
Subscription-based notifications
Adobe Experience Manager
ServiceNow Customer Service Management
9.0
ITSM collaboration and documentation
Adobe Experience Manager
ServiceNow Customer Service Management
9.0
Ticket creation and submission
Adobe Experience Manager
ServiceNow Customer Service Management
9.0
Ticket response
Adobe Experience Manager
ServiceNow Customer Service Management
9.0

Self Help Community

Adobe Experience Manager
ServiceNow Customer Service Management
9.0
External knowledge base
Adobe Experience Manager
ServiceNow Customer Service Management
9.0
Internal knowledge base
Adobe Experience Manager
ServiceNow Customer Service Management
9.0

Multi-Channel Help

Adobe Experience Manager
ServiceNow Customer Service Management
9.0
Customer portal
Adobe Experience Manager
ServiceNow Customer Service Management
9.0
IVR
Adobe Experience Manager
ServiceNow Customer Service Management
9.0
Social integration
Adobe Experience Manager
ServiceNow Customer Service Management
9.0
Email support
Adobe Experience Manager
ServiceNow Customer Service Management
9.0
Help Desk CRM integration
Adobe Experience Manager
ServiceNow Customer Service Management
9.0

Pros

Adobe Experience Manager

  • Adobe Experience Manager keeps your content separate from your layout which allows for a lot of flexibility in how you display your content.
  • Adobe Experience Manager integrates really well with other Adobe products like Adobe Analytics.
  • Adobe Experience Manager 's drag and drop interface makes it fairly easy to utilize with minimal familiarity.
Tolulope Lawal | TrustRadius Reviewer

ServiceNow Customer Service Management

  • Allows for clear communication between help desk and end users.
  • Provides a clean inventory option for both hardware items and software licenses.
  • Navigation is very intuitive and user friendly.
  • Many reporting features for all levels of the company.
Anonymous | TrustRadius Reviewer

Cons

Adobe Experience Manager

  • Upgrading and applying patches can be hit or miss - I recommend backups because of the potential to damage the existing infrastructure
  • Space management is an issue - every change or request takes up space that can be reclaimed, but only through a complicated procedure done through command prompts. There was no documentation for this on their site and we had to use a third party to create the procedure. It has to be run manually.
  • There isn't a good backup system, particularly one that can be scheduled to run reliably.
Diana Williams | TrustRadius Reviewer

ServiceNow Customer Service Management

  • Reporting could be more granular.
  • Slow loading pages more often than not.
  • Updating of categorization can take a long time to propagate.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Adobe Experience Manager

Adobe Experience Manager 9.0
Based on 5 answers
We had and still have a fantastic experience using Adobe CQ. Lots of flexibility, great integration with other Adobe products we already use and a powerful technology make it a great fit for our corporate environment. Also as the community grows, it makes it easier to network with other developers and users to get new ideas on how to continue to get the best out of the software.
Fernando Galeano | TrustRadius Reviewer

ServiceNow Customer Service Management

No score
No answers yet
No answers on this topic

Usability

Adobe Experience Manager

Adobe Experience Manager 10.0
Based on 2 answers
I personally feel that AEM is very intuitive to use from an authoring standpoint. The entire CMS was engineered around the author. Everything about AEM is geared to helping authors generate and maintain content. There are ways that tool tips can be customized so that any individual could simply hover over and be guided step by step on how to author web content
Vagner Polund | TrustRadius Reviewer

ServiceNow Customer Service Management

ServiceNow Customer Service Management 10.0
Based on 1 answer
Bottom line is that it does what you need it to do. We've been using Service Now as a ticket managing tool for a few years now. There's really not much it can't do when it comes to recording interactions. It has been nice using inventory tracking for software licenses and hardware as well.
Anonymous | TrustRadius Reviewer

Support Rating

Adobe Experience Manager

Adobe Experience Manager 9.0
Based on 1 answer
Its so far the best Content Management System, available in market.
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

ServiceNow Customer Service Management 9.0
Based on 1 answer
Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.
Anonymous | TrustRadius Reviewer

Implementation Rating

Adobe Experience Manager

Adobe Experience Manager 8.7
Based on 2 answers
Depending on your individual needs, It is really quite simple to create an authoring experience for a website that looks really good. I have been part of many implementations and many teams and have seen many projects that were super successful and others that were not implemented well. AEM has room for a lot of flexibility in the implementation process compared to other CMS like SharePoint
Vagner Polund | TrustRadius Reviewer

ServiceNow Customer Service Management

No score
No answers yet
No answers on this topic

Alternatives Considered

Adobe Experience Manager

I think AEM is specific to the client's needs and is not necessarily comparable to all other platforms. However, when compared feature to feature I think AEM many times is a leader in the industry. While WordPress has progressed in the WYSIWYG interface it is not there still today and this is truly where AEM shines against all of the other CMS platforms.
Mike Plant | TrustRadius Reviewer

ServiceNow Customer Service Management

No answers on this topic

Return on Investment

Adobe Experience Manager

  • Our brand requires a high level of polish and crisp functionality. AEM provides that for us. We do look as good as possible and it reflects well on our brand.
  • We can product new pages rapidly with our modules and so we can keep our content fresh and relevant.
  • Our brand value has risen considerably since we polished our web properties with AEM.
Saren Sakurai | TrustRadius Reviewer

ServiceNow Customer Service Management

  • Ease of use between departments has been a huge success.
  • Uptime is almost perfect, it's just that the pages load a bit slower sometimes.
  • Any kind of outage has been handled very promptly.
Anonymous | TrustRadius Reviewer

Pricing Details

Adobe Experience Manager

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

ServiceNow Customer Service Management

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Adobe Experience Manager
8.1
ServiceNow Customer Service Management
8.0

Likelihood to Renew

Adobe Experience Manager
9.0
ServiceNow Customer Service Management

Usability

Adobe Experience Manager
10.0
ServiceNow Customer Service Management
10.0

Support Rating

Adobe Experience Manager
9.0
ServiceNow Customer Service Management
9.0

Implementation Rating

Adobe Experience Manager
8.7
ServiceNow Customer Service Management

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