Top Rated
312 Ratings
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Score 8.3 out of 100
58 Ratings
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Score 7.7 out of 100

Feature Set Ratings

    Incident and problem management

    Salesforce Experience Cloud

    Feature Set Not Supported
    N/A
    7.8

    ServiceNow Customer Service Management

    78%
    ServiceNow Customer Service Management ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.0
    80%
    9 Ratings

    Expert directory

    N/A
    0 Ratings
    7.7
    77%
    8 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    7.8
    78%
    8 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.0
    70%
    8 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    8.9
    89%
    9 Ratings

    Ticket response

    N/A
    0 Ratings
    7.4
    74%
    9 Ratings

    Self Help Community

    Salesforce Experience Cloud

    Feature Set Not Supported
    N/A
    7.3

    ServiceNow Customer Service Management

    73%
    ServiceNow Customer Service Management ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    7.4
    74%
    6 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    7.3
    73%
    8 Ratings

    Multi-Channel Help

    Salesforce Experience Cloud

    Feature Set Not Supported
    N/A
    6.8

    ServiceNow Customer Service Management

    68%
    ServiceNow Customer Service Management ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    8.0
    80%
    7 Ratings

    IVR

    N/A
    0 Ratings
    5.1
    51%
    5 Ratings

    Social integration

    N/A
    0 Ratings
    5.0
    50%
    6 Ratings

    Email support

    N/A
    0 Ratings
    7.7
    77%
    8 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    8.4
    84%
    7 Ratings

    Attribute Ratings

    • Salesforce Experience Cloud is rated higher in 1 area: Likelihood to Recommend
    • ServiceNow Customer Service Management is rated higher in 2 areas: Usability, Support Rating

    Likelihood to Recommend

    8.9

    Salesforce Experience Cloud

    89%
    50 Ratings
    7.9

    ServiceNow Customer Service Management

    79%
    9 Ratings

    Usability

    9.4

    Salesforce Experience Cloud

    94%
    4 Ratings
    10.0

    ServiceNow Customer Service Management

    100%
    1 Rating

    Performance

    9.1

    Salesforce Experience Cloud

    91%
    10 Ratings

    ServiceNow Customer Service Management

    N/A
    0 Ratings

    Support Rating

    7.6

    Salesforce Experience Cloud

    76%
    33 Ratings
    9.0

    ServiceNow Customer Service Management

    90%
    1 Rating

    Ease of integration

    9.4

    Salesforce Experience Cloud

    94%
    8 Ratings

    ServiceNow Customer Service Management

    N/A
    0 Ratings

    Likelihood to Recommend

    Salesforce

    Salesforce Experience Cloud is well-suited for organizations that have clients who periodically or routinely need to access historical data or documents. The product also offers an exceptionally effective tool to engage with customers around support/service issues and the entire Case management functionality built into the Salesforce platform. The product might be less well-suited in environments where there is exceptionally high staff turnover within customer accounts, or where there is a substantial lack of very basic computer skills.
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    ServiceNow

    It is well suited for medium to large companies that manage different teams and need to communicate constantly and track progress in a timely manner. It is less suited for small enterprises as it will overwhelm users with the features and functionalities embedded.
    Read full review

    Pros

    Salesforce

    • Complete integration with the Salesforce ecosystem. Data displayed in your Community portal reflects records from a Sales Cloud organization
    • Highly customizable. A Community Cloud portal can be totally customized both visually and with different funcionalities with little to no coding skills required
    Read full review

    ServiceNow

    • 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.
    Read full review

    Cons

    Salesforce

    • The documentation for implementing Experience Cloud can be a bit confusing as their rebranding hasn't made it's way into all articles, resulting in different terminology being used to refer to the same thing
    • Some things are not as intuitive regarding their customizability, so there's a bit of a learning curve (i.e. Lightning apps can't be used to customize layouts in Experience Cloud)
    Read full review

    ServiceNow

    • Adding in additional chat features would be nice
    • Viewing where you stand in priority
    • Having a way to automate more of the processes
    Read full review

    Pricing Details

    Salesforce Experience Cloud

    Starting Price

    Editions & Modules

    Salesforce Experience Cloud editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      ServiceNow Customer Service Management

      Starting Price

      Editions & Modules

      ServiceNow Customer Service Management editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Usability

        Salesforce

        Usability is pretty streamlined, especially if you're familiar with other Salesforce products, but even if not, take it from me, as I just entered the technological space about two years ago, that this product is pretty simple to learn. You don't have to jump in with your head underwater. Small wins and learnings along the way are what foster long-term understandings and enable your evolution alongside the product. I definitely recommend Salesforce Trailhead along with it
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        ServiceNow

        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.
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        Performance

        Salesforce

        It's delivered on our original requirements and we've found ways to grow its usage. We continue to build on our original success and we can report our data out to leadership to show a true return on investment which is great for growing support and expanding uses for the system.
        Read full review

        ServiceNow

        No answers on this topic

        Support Rating

        Salesforce

        We have weekly calls with our Salesforce reps. They bring new ideas to the table and help with taxonomy builds. They have also answered many questions and connected us to the right people for us to grow our knowledge and utilization of the platform. They are a good partner overall in comparison.
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        ServiceNow

        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.
        Read full review

        Alternatives Considered

        Salesforce

        I have used Datatel/Colleague/Recruiter before. There were issues because only one person at the institution was able to have the student's record open at a time. This was problematic when collaboration between departments was necessary especially in the case of admissions, financial aid, and registration. We also had to do our work and then log out before asking a questions of another department. Sometimes simultaneous use was necessary. However, this was years ago and they may have since updated the program.
        Read full review

        ServiceNow

        ServiceNow is a industry leader as depicted by Gartner. The features and functionality by ServiceNow platform is increasing rapidly with every version release. One of the best tools for customer service. ServiceNow has great product support which help to resolve product issues. Pricing is very competitive as well. So all in all it compares well with every department with competition.
        Read full review

        Return on Investment

        Salesforce

        • Improved online admission application completion rates from mid-60%s to mid-80%s.
        • Positive user experience from start-to-finish to leverage one data system for all prospective student data
        • Fewer data integrations transforming and loading sensitive student data by leveraging Salesforce Community Cloud to access already existing data
        Read full review

        ServiceNow

        • The negative impact for my team is the delay in team completing tickets but not a system issue.
        • A positive impact for my team is we can easily view the status of tickets and the follow-up emails are beneficial to maintain records of tickets.
        • Negative impact is that there is no user job aid or helpful tools for new users.
        Read full review

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