15 Ratings
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Score 7.4 out of 100
57 Ratings
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Score 7.7 out of 100

Feature Set Ratings

    Incident and problem management

    Salesforce Field Service (Click Field Service Edge)

    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
    8.8
    88%
    9 Ratings

    Ticket response

    N/A
    0 Ratings
    7.4
    74%
    9 Ratings

    Self Help Community

    Salesforce Field Service (Click Field Service Edge)

    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 Field Service (Click Field Service Edge)

    Feature Set Not Supported
    N/A
    6.9

    ServiceNow Customer Service Management

    69%
    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
    5.2
    52%
    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

    • ServiceNow Customer Service Management is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    1.0

    Salesforce Field Service (Click Field Service Edge)

    10%
    3 Ratings
    7.9

    ServiceNow Customer Service Management

    79%
    9 Ratings

    Likelihood to Renew

    8.5

    Salesforce Field Service (Click Field Service Edge)

    85%
    2 Ratings

    ServiceNow Customer Service Management

    N/A
    0 Ratings

    Usability

    Salesforce Field Service (Click Field Service Edge)

    N/A
    0 Ratings
    10.0

    ServiceNow Customer Service Management

    100%
    1 Rating

    Support Rating

    Salesforce Field Service (Click Field Service Edge)

    N/A
    0 Ratings
    9.0

    ServiceNow Customer Service Management

    90%
    1 Rating

    Online Training

    7.3

    Salesforce Field Service (Click Field Service Edge)

    73%
    1 Rating

    ServiceNow Customer Service Management

    N/A
    0 Ratings

    Likelihood to Recommend

    Salesforce

    ClickMobile can be implemented in virtually any organization that has a need for a Mobile Workforce Management system. The only real limitations or concerns will be with the backend hardware architecture. Sectors that have really seen the best utilization of the software are ones that have a dynamic service schedule and need to be extremely flexible with their customers service needs. In a day where customer service is so important to an organizations ability to remain the market leader it is extremely important for an organization to consider implementing a mobile solution. For organizations that already have a mobile management solution in place it is critical that they continuously reevaluate the system in order to remain competitive in their market and drive down operational costs. Change can be difficult for many organizations and the buy-in from the Field resources, who will ultimately be utilizing the mobile solution on a daily basis, will be critical when implementing something like ClickMobile. If the field resources are not able to accept a change to process then Change Management needs to take place during the implementation. It is generally a good rule to begin Change Management at the beginning of any large project, such as one where a mobile solution is being introduced.
    Read full review

    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

    • They apparently have an excellent sales team.
    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

    • ClickSoftware Mobile Workforce Management takes very skilled and certified personnel to manage the changes to code, logic, or applications.
    • ClickSoftware Mobile Workforce Management requires significant upfront business analysis investment in time and planning to be implemented properly.
    • ClickSoftware Mobile Workforce Management requires a significant investment in IT infrastructure in order to implement successfully.
    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 Field Service (Click Field Service Edge)

    Starting Price

    Editions & Modules

    Salesforce Field Service (Click Field Service Edge) 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

        Likelihood to Renew

        Salesforce

        As of right now there is not a alternative that seems to offer all of the functionality with a vision of what is needed in the future. It is my belief that ClickSoftware will remain a leader in Mobile Workforce Management for a long time.
        Read full review

        ServiceNow

        No answers on this topic

        Usability

        Salesforce

        No answers on this topic

        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.
        Read full review

        Support Rating

        Salesforce

        No answers on this topic

        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

        Online Training

        Salesforce

        Overall the training was quite informative but did lack detail in some areas. It had all of the necessary content for an experience product user but didn't offer enough information for a new user to complete the training and then feel comfortable in real-world situations running or managing the software. I would recommend this course for anyone with at least 1 year of full-time exposure to the ClickSchedule product.
        Read full review

        ServiceNow

        No answers on this topic

        Alternatives Considered

        Salesforce

        I only recall reviewing the Oracle Scheduler a few years ago, and it was not as robust or user friendly on the GUI as ClickSchedule was. We have reviewed no other such solutions that I am aware of, we are a long time user of the ClickSoftware line of products especially Schedule and Analyze.
        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

        • Field nurses are spending 4-5 (paid) hours a week trying to troubleshoot this software.
        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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