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Top Rated
257 Ratings

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

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Top Rated
257 Ratings
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Score 8.6 out of 100
29 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

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.
Jason Guinn | TrustRadius Reviewer

ServiceNow Customer Service Management

As a very technical company we get a variety of resources assigned to answer different questions. We currently use [ServiceNow Customer Service Management] to help us have an prioritization for all of these now. We use the service now across a variety of departments that all deal with complex technical questions that need to spread out across different individuals. There are so many expertise needed for each individual question so having it routed to the right resource in an timely manner is vital to the success of our business.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Salesforce Experience Cloud (formerly Salesforce Community Cloud)
ServiceNow Customer Service Management
7.9
Organize and prioritize service tickets
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
ServiceNow Customer Service Management
8.1
Expert directory
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
ServiceNow Customer Service Management
7.3
Subscription-based notifications
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
ServiceNow Customer Service Management
7.8
ITSM collaboration and documentation
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
ServiceNow Customer Service Management
7.6
Ticket creation and submission
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
ServiceNow Customer Service Management
8.7
Ticket response
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
ServiceNow Customer Service Management
7.6

Self Help Community

Salesforce Experience Cloud (formerly Salesforce Community Cloud)
ServiceNow Customer Service Management
8.2
External knowledge base
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
ServiceNow Customer Service Management
8.2
Internal knowledge base
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
ServiceNow Customer Service Management
8.2

Multi-Channel Help

Salesforce Experience Cloud (formerly Salesforce Community Cloud)
ServiceNow Customer Service Management
8.3
Customer portal
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
ServiceNow Customer Service Management
8.4
IVR
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
ServiceNow Customer Service Management
8.7
Social integration
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
ServiceNow Customer Service Management
8.5
Email support
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
ServiceNow Customer Service Management
7.4
Help Desk CRM integration
Salesforce Experience Cloud (formerly Salesforce Community Cloud)
ServiceNow Customer Service Management
8.5

Pros

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

  • 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
Pedro Henrique de Almeida | 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

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

  • 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)
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

  • Need a aid on how to use the system.
  • Functionality to scroll down should not be too sensitive.
  • Adding user helpful tools to help navigate.
Anonymous | TrustRadius Reviewer

Usability

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Salesforce Experience Cloud (formerly Salesforce Community Cloud) 9.4
Based on 4 answers
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
Anonymous | 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

Performance

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Salesforce Experience Cloud (formerly Salesforce Community Cloud) 9.1
Based on 10 answers
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.
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

No score
No answers yet
No answers on this topic

Support Rating

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

Salesforce Experience Cloud (formerly Salesforce Community Cloud) 7.5
Based on 33 answers
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.
Joseph Alleruzzo | 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

Alternatives Considered

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

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.
Anonymous | TrustRadius Reviewer

ServiceNow Customer Service Management

Similar functions as other platforms. Web based user experience. Nothing to load or update on a system.
Anonymous | TrustRadius Reviewer

Return on Investment

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

  • 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
Nathan Baker | TrustRadius Reviewer

ServiceNow Customer Service Management

  • Return on investment for resource allocation
  • Increased communication across various teams
  • If there isn't proper routing set up this can cause a lot of headaches so ensure you have it mapped out properly
Anonymous | TrustRadius Reviewer

Pricing Details

Salesforce Experience Cloud (formerly Salesforce Community Cloud)

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

Salesforce Experience Cloud (formerly Salesforce Community Cloud)
8.7
ServiceNow Customer Service Management
7.7

Usability

Salesforce Experience Cloud (formerly Salesforce Community Cloud)
9.4
ServiceNow Customer Service Management
10.0

Performance

Salesforce Experience Cloud (formerly Salesforce Community Cloud)
9.1
ServiceNow Customer Service Management

Support Rating

Salesforce Experience Cloud (formerly Salesforce Community Cloud)
7.5
ServiceNow Customer Service Management
9.0

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