7 Ratings
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Score 4.2 out of 100
29 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

Salesforce Field Service (Click Field Service Edge)

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.
Gary Patterson | 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 Field Service (Click Field Service Edge)
ServiceNow Customer Service Management
7.9
Organize and prioritize service tickets
Salesforce Field Service (Click Field Service Edge)
ServiceNow Customer Service Management
8.1
Expert directory
Salesforce Field Service (Click Field Service Edge)
ServiceNow Customer Service Management
7.3
Subscription-based notifications
Salesforce Field Service (Click Field Service Edge)
ServiceNow Customer Service Management
7.8
ITSM collaboration and documentation
Salesforce Field Service (Click Field Service Edge)
ServiceNow Customer Service Management
7.6
Ticket creation and submission
Salesforce Field Service (Click Field Service Edge)
ServiceNow Customer Service Management
8.7
Ticket response
Salesforce Field Service (Click Field Service Edge)
ServiceNow Customer Service Management
7.6

Self Help Community

Salesforce Field Service (Click Field Service Edge)
ServiceNow Customer Service Management
8.2
External knowledge base
Salesforce Field Service (Click Field Service Edge)
ServiceNow Customer Service Management
8.2
Internal knowledge base
Salesforce Field Service (Click Field Service Edge)
ServiceNow Customer Service Management
8.2

Multi-Channel Help

Salesforce Field Service (Click Field Service Edge)
ServiceNow Customer Service Management
8.3
Customer portal
Salesforce Field Service (Click Field Service Edge)
ServiceNow Customer Service Management
8.4
IVR
Salesforce Field Service (Click Field Service Edge)
ServiceNow Customer Service Management
8.7
Social integration
Salesforce Field Service (Click Field Service Edge)
ServiceNow Customer Service Management
8.5
Email support
Salesforce Field Service (Click Field Service Edge)
ServiceNow Customer Service Management
7.4
Help Desk CRM integration
Salesforce Field Service (Click Field Service Edge)
ServiceNow Customer Service Management
8.5

Pros

Salesforce Field Service (Click Field Service Edge)

  • They apparently have an excellent sales team.
Anonymous | 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 Field Service (Click Field Service Edge)

  • 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.
George Pelosi | 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

Likelihood to Renew

Salesforce Field Service (Click Field Service Edge)

Salesforce Field Service (Click Field Service Edge) 8.5
Based on 2 answers
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.
Gary Patterson | TrustRadius Reviewer

ServiceNow Customer Service Management

No score
No answers yet
No answers on this topic

Usability

Salesforce Field Service (Click Field Service Edge)

No score
No answers yet
No answers on this topic

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

Salesforce Field Service (Click Field Service Edge)

No score
No answers yet
No answers on this topic

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

Online Training

Salesforce Field Service (Click Field Service Edge)

Salesforce Field Service (Click Field Service Edge) 7.3
Based on 1 answer
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.
Gary Patterson | TrustRadius Reviewer

ServiceNow Customer Service Management

No score
No answers yet
No answers on this topic

Alternatives Considered

Salesforce Field Service (Click Field Service Edge)

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.
George Pelosi | 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 Field Service (Click Field Service Edge)

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

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 Field Service (Click Field Service Edge)
1.0
ServiceNow Customer Service Management
7.7

Likelihood to Renew

Salesforce Field Service (Click Field Service Edge)
8.5
ServiceNow Customer Service Management

Usability

Salesforce Field Service (Click Field Service Edge)
ServiceNow Customer Service Management
10.0

Support Rating

Salesforce Field Service (Click Field Service Edge)
ServiceNow Customer Service Management
9.0

Online Training

Salesforce Field Service (Click Field Service Edge)
7.3
ServiceNow Customer Service Management

Add comparison