Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.
$25
per month
ServiceNow IT Service Management
Score 8.2 out of 10
N/A
Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and configuration management.
N/A
Pricing
Salesforce Agentforce Service
ServiceNow IT Service Management
Editions & Modules
Starter Suite
$25
per month
Pro Suite
$100
per month per user
Enterprise
$165
per month per user
Unlimited
$330
per month per user
Agentforce 1
$550
per month per user
ITSM Standard
Custom Quote
ITSM Pro
Custom Quote
ITSM Enterprise
Custom Quote
Offerings
Pricing Offerings
Salesforce Agentforce Service
ServiceNow IT Service Management
Free Trial
Yes
No
Free/Freemium Version
Yes
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
—
ITSM Pro and ITSM Enterprise also are available with optional "Plus" add-ons. These include AI Agents, an AI Agent Studio, and other features that augment the capabilities of the platform using AI Virtual Agents to automate tasks.
More Pricing Information
Community Pulse
Salesforce Agentforce Service
ServiceNow IT Service Management
Considered Both Products
Salesforce Agentforce Service
Verified User
Program Manager
Chose Salesforce Agentforce Service
Service Cloud is linked to our internal Salesforce CRM tool which is a huge advantage. It allows everything in one place and also allows us to integrate with other tools such as Kimble.
Salesforce Service cloud integrates with its own world-class CRM which enables our agents to work more effectively and efficiently. We already had Salesforce Sales Cloud so it was a really easy transition. It was easy to set up and all our information was already there. The …
Service Cloud was a good choice for us vs. the other tools primarily for the seamless integration with all the other functionality in SFDC and the easy customization it allows. While ServiceNow has similar capability, we had to build an integration to SFDC during the time we …
Sr. Principal Solution Architect / Delivery Manager
Chose ServiceNow IT Service Management
ServiceNow is much better than Salesforce Service Cloud and it has more functionality and better ways to manage incidents and problems as compared to the competition. Oracle Service Cloud comes close but I will recommend ServiceNow unless you are an Oracle shop. If you lots of …
I think Service Cloud is best suited for medium to large operations that require both proactive and reactive service. It’s a great fit for post-sales support. However, I wouldn’t recommend it for very small companies because it can be quite costly, and many of the features may go unused. Salesforce also performs best when you have a capable team managing it, so it’s important to consider your organization’s size and readiness before starting. Once you do, I recommend exploring other parts of the Salesforce ecosystem—Service Cloud works even better when integrated with Sales Cloud, since it allows better visibility across teams.
It is well suited for medium to large companies that require a tool to allow users to create IT requests, have a self-service portal, track the completion of such requests and have access to KPIs to understand the satisaction level of the requestors. It is not the best tool if you want to have a heavy personalized IT Service Management tool to cater to all your needs or when you want to have an easy way to search for past tickets using specific keywords.
Email to case is an interesting piece of it. The threading is very strong, sometimes too strong, but it does very well at handling the incoming emails.
The omnichannel routing, using skill-based routing is really effective.
Pathing. So making the workflow and helping the team understand what it is that they're trying to do, what they have to accomplish, those step-by-step pieces. That's really helpful.
We had a principle initially to try and use Omni as much as we can from the user experience perspective, but have found that fairly restrictive. It was very difficult to actually get the right customer experience and customer engagement going. So we're actually on a journey at the moment to replace all of our Omni with Lightning web components that gives us that flexibility. That's probably one area where we've had some challenges in terms of how we've used the product out of the box.
Finding requests that I opened and have since been completed by the assigned group/individual is very difficult to accomplish unless I've written down the request numbers somewhere.
Requests that I opened and are subsequently closed, often continue to appear in the list of "My Open Requests" giving the appearance that they were not completed when in fact they were.
It may exist, but if it does I haven't found it yet, which makes it less than intuitive, but I would like to see the ability to recall a request in ServiceNow.
I believe our firewall rule change request for is a custom form, but it has a serious drawback. If I submit such a request and need to make a correction to it before it is approved, there isn't anyway for me to do so. The request has to first be rejected with the creation of a sub-task in order to edit it before it is resubmitted for approval.
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
To be completely honest setting up a new ticketing system can be a pain in the ass. Once you have it setup and customized the way you want it, you don't want to switch unless you're unhappy with the product. Unless future releases and updates really muck the system up, I wouldn't change.
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
It has helped us a lot, and after some training and getting to know the product, we are quite comfortable with it and feel much more capable of understanding what's going on in our IT environment. The only reason it doesn't get a perfect score from me is that there is a learning curve for both end users and IT admins using ServiceNow. Once you customize the UI and remove unnecessary fields. You are left with a very clean product that does what it needs to and does it well.
Working on an application that caters to customer needs requires a platform that acts as a mediator between the actual person and the client. This mediator handles the customer and resolves many of their doubts, helps them map through the entire process, and automates the processes. Such a platform is Salesforce Service Cloud. For queries that cannot be serviced by the platform, it creates a separate ServiceNow ticket for us, and it is assigned.
The Salesforce Service Cloud generally has very good performance, however the overall new Lightning user experience can bring that down. For example, if you have too many tabs open, then it can take a while for the Lightning UI to load. This UI is probably not well equipped to handle loading of all of that information at once, but Users tend to leave their tabs open all day long. It can also be fickle depending on which browser you use, what extensions you have installed, and whether you've cleared your cache. This can be the downfall with any software as a service though, not just Salesforce
Salesforce offers support, although it generally gets routed to overseas support teams first, and once they are unable to help, it gets escalated up the chain to higher tiers. Frequently, the answer back from support is that there is no native solution, and we either have to turn to the AppExchange for some solution provided by another developer, or custom build our own solution.
I would give it this rating because we have had no major issues with the support for ServiceNow after we implemented it at our organization. They seem to respond promptly and efficiently if we ever do need to open a support case with them about an issue we are having.
Our in-person training was provided by our implementation partner and it was quite good. This was in part because we were already working with them and so it naturally leant itself to a good training relationship. And because they were building our customizations and configuring things, they could then provide training on those things naturally.
Trailheads are great but it was often unclear what actually applied to our organization. This made it difficult to get a whole lot out of it. Part of it is that because the basic Salesforce features didn't quite work for us, we had to add customizations, which then nullified a lot of the training.
To type in what should be a text box, you have to click an empty cell, a tiny text box pop up opens with a check box and an X. You the. Type in the text box and have to click the check mark. If you have a bunch of fields to fill out, doing this is very annoying. Absolutely know thought went in to this. I'm sure somebody in marketing thought it was a good idea. It wasn't.
I would go through an implementation very differently knowing what I know now. It was difficult coming from systems we liked in post-sales service and having to adapt to the clunky and underwhelming feature set in Salesforce. I would trim back our expectations
Without exception, every client I have worked with has been very happy with their resulting product. While this is partly due to my work, I must point out that the platform is the winning decision, not the implementer.
We selected this product because we already had some competencies in Salesforce. We own a Salesforce partner with expertise in this area, and on top of that, Salesforce purchased it — it was originally called Velocity. When Salesforce decided to acquire it, that finalized the decision for us.
We used to use Jira to handle service tickets but it's way too robust for something this straightforward. Due to the nature of Jira, you needed to already have a lot of documentation and knowledge about who should be assigned the ticket, so the lift of creating a ticket was time consuming.
We have cut our service team in half over the past 5 years due to the efficiency of the tool
The amount of direct inquiries to our technical team is less than 10% compared to the number support tickets that get entered in the system for them to work in a more organized manner
Responses are 100% more timely because tickets can be responded to by any individual in the queue or on the team, as opposed to direct emails to just one person
We don't currently have a CMDB, so we are leveraging ServiceNow to build one using their ITSM and ITOM tools. This is a huge gap for us as a company and it will be a big win once this is in place.
The core help desk functions are comparable to most other tools on the market, but SN does a great job of integrating that data with other modules like Problem, Change and Event Management to provide a truly integrated solution.
The tool is expensive, so you will need to try to do as much as you can with the platform. We currently use other systems for HAM and SAM but will be including these in our ServiceNow instance in the future to help maximize our ROI.
