Salesforce Field Service vs. ServiceNow IT Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Salesforce Field Service
Score 7.6 out of 10
N/A
Field Service (formerly known as Field Service Lightning) is a customizable, mobile-friendly field service hub in Salesforce. It provides tools to manage work orders, scheduling, and a mobile workforce.
$50
per month per user
ServiceNow IT Service Management
Score 8.4 out of 10
N/A
ServiceNow is a fast-growing service management provider that went public in 2012. 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, and (on the higher tier ITSM Professional plan) ITAM and software asset management.
$10,000
per year
Pricing
Salesforce Field ServiceServiceNow IT Service Management
Editions & Modules
Contractor
$50
per month per user
Contractor Plus
$75
per month per user
Dispatcher
$165
per month per user
Technician
$165
per month per user
Starting Price
$10,000.00
per year
Offerings
Pricing Offerings
Salesforce Field ServiceServiceNow IT Service Management
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Salesforce Field ServiceServiceNow IT Service Management
Considered Both Products
Salesforce Field Service

No answer on this topic

ServiceNow IT Service Management
Chose ServiceNow IT Service Management
ServiceNow far outweighs Salesforce in its case management and has easy forms for work order creation. It's much easier to integrate with and has better workflows and troubleshooting tree guides. However, it's not ideal to be used for a CRM nor does it have anywhere near the …
Top Pros
Top Cons
Features
Salesforce Field ServiceServiceNow IT Service Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Salesforce Field Service
-
Ratings
ServiceNow IT Service Management
8.2
67 Ratings
0% above category average
Organize and prioritize service tickets00 Ratings8.766 Ratings
Expert directory00 Ratings7.650 Ratings
Service restoration00 Ratings7.555 Ratings
Self-service tools00 Ratings9.064 Ratings
Subscription-based notifications00 Ratings7.662 Ratings
ITSM collaboration and documentation00 Ratings8.359 Ratings
ITSM reports and dashboards00 Ratings8.861 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Salesforce Field Service
-
Ratings
ServiceNow IT Service Management
8.5
60 Ratings
3% above category average
Configuration mangement00 Ratings8.259 Ratings
Asset management dashboard00 Ratings8.658 Ratings
Policy and contract enforcement00 Ratings8.752 Ratings
Change management
Comparison of Change management features of Product A and Product B
Salesforce Field Service
-
Ratings
ServiceNow IT Service Management
7.9
61 Ratings
6% below category average
Change requests repository00 Ratings7.361 Ratings
Change calendar00 Ratings7.255 Ratings
Service-level management00 Ratings9.157 Ratings
Best Alternatives
Salesforce Field ServiceServiceNow IT Service Management
Small Businesses
Method:CRM
Method:CRM
Score 9.5 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Jotform
Jotform
Score 8.9 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
ServiceNow Customer Service Management
ServiceNow Customer Service Management
Score 7.9 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.5 out of 10
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User Ratings
Salesforce Field ServiceServiceNow IT Service Management
Likelihood to Recommend
8.3
(6 ratings)
8.2
(78 ratings)
Likelihood to Renew
8.5
(2 ratings)
9.0
(13 ratings)
Usability
-
(0 ratings)
6.3
(11 ratings)
Availability
-
(0 ratings)
10.0
(1 ratings)
Performance
-
(0 ratings)
9.0
(1 ratings)
Support Rating
7.4
(2 ratings)
7.3
(22 ratings)
Online Training
7.3
(1 ratings)
1.0
(1 ratings)
Implementation Rating
-
(0 ratings)
10.0
(3 ratings)
Product Scalability
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
Salesforce Field ServiceServiceNow IT Service Management
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.
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ServiceNow
In our organization, we are using ServiceNow extensively. Change Management, Incident Management, Problem Management, Time tracking are few modules which we use extensively. This sort of model will work for any product or service based companies as the product is built on ITIL framework. So this product will be suited for small or large scale companies to better organize and add controls and track SLA's for technology or business process.
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Pros
Salesforce
  • Great dispatcher service which helps the Field Service managers
  • Great view of the availability of the technicians
  • Ability to track real time any updates about the service appointment
Read full review
ServiceNow
  • When I have a number of requests to make, for example a request to add a dozen or so user accounts to more than one group account in Active Directory , I can put all the needed information into the initial form, add it to my "shopping cart" and all of that information remains on the screen for the next item for which I only need to edit a few items (like the AD group name in this example), and keep adding them to the shopping cart until I have them all. When I "Check Out" each of those items is generated as a separate task under the one request. It simplifies and expedites the creation and tracking of these kinds of requests.
  • I can easily and quickly see what tickets are currently assigned to me in order to prioritize them and remain aware of my workload.
  • Numerous fields for CIs can be used when trying to find the entry for a particular item. For example, IP Address, server name, raw text, classification, and so on.
  • To help with making sense out of related tasks, when a task is assigned to me and I need to open another task for a different team to work in order to complete my task, I can open a sub-task from my ticket so that the relationship between the two can be pulled up later into reports. For example, I may have a task to build a new vm, and need to open tasks for networking, security accounts, software installation and so on. By opening sub-tasks from my assignment, the time spent by all parties concerned is tied together for more meaningful cost accounting.
Read full review
Cons
Salesforce
  • Click has a long way to go to improve functionality of its current features. It is buggy and slow, and does not sync correctly with scheduling.
  • Mobile users can only see one day at a time, making point-of-care scheduling cumbersome.
  • Tech support is only provided to end users by email.
Read full review
ServiceNow
  • It is hard to find areas for improvement, the tool is very powerful. That said, building the CMDB still involves some manual interaction which was not how it was presented in demos.
  • The CMDB data is almost too deep and detailed. When you build the relationship map it can be so large that it is overwhelming. You can limit this, but the default maps are massive if you are discovering lots of device classes.
  • The product is expensive. Since they are the leader in the industry and the product has tons of features, they definitely charge for it!
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Likelihood to Renew
Salesforce
ClickSoftware is still being used. As far as I can tell it will be used tomorrow as well. Once you make the commitment to run with that as your scheduling engine, it would take a lot of effort to evaluate and implement another companies' solution without significant disruption to your service organization.
Read full review
ServiceNow
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.
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Usability
Salesforce
No answers on this topic
ServiceNow
The dashboard is so confusing, [there are] many clicks to open a task and search by a ticket. The Enterprise customisation [we did] has finished to kill the software and creates a really bad experience on a daily basis. [It is] So slow, and so many clicks to process a ticket. Works only on IE so, that [should] make you realize that [it] is a bad idea.
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Reliability and Availability
Salesforce
No answers on this topic
ServiceNow
We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
Read full review
Performance
Salesforce
No answers on this topic
ServiceNow
For a massive system, page loads are reasonably quick, including searches.
Read full review
Support Rating
Salesforce
Having a program that gives sales leaders a real time view was game changing. Time was always an issue because there wasn't always a sales leader available for closing sales. This has allowed for any sales leader to jump in and help make the sale without the need to do a warm transfer.
Read full review
ServiceNow
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.
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.
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ServiceNow
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.
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Implementation Rating
Salesforce
No answers on this topic
ServiceNow
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.
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Alternatives Considered
Salesforce
We evaluated some other field service software options but have not directly used any competitors. We selected Field Service because it integrates seamlessly with our existing Salesforce org, and has a more robust feature set than the competition. No regrets with selecting this tool for our specific use cases. Its flexibility and scalability were keys for our decision making process.
Read full review
ServiceNow
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.
Read full review
Scalability
Salesforce
No answers on this topic
ServiceNow
ServiceNow works as an enterprise solution.
Read full review
Return on Investment
Salesforce
  • ClickSoftware (ClickSchedule) has allowed for a technician work schedule to be fuller
  • ClickSoftware (ClickSchedule) has improved efficiency of the mobile work force when it is adhere to, and excessive rule violations are avoided.
  • ClickSoftware (ClickSchedule) has increased accountability of the mobile work force throughout the day.
Read full review
ServiceNow
  • Overall ServiceNow has a positive impact on getting the SLA of tickets down in supporting our customers.
  • One negative impact has been the amount of time to get the product to produce an ROI, it's almost too big to fail and too big to replace. You almost become committed to the product. Good or bad.
  • Another negative impact would be if you track metrics of employees and time tracking, there is a lot of scenarios where engineers will track time on tickets but not get credit for closing them as the assignee function of tickets can only be tied to one user and credits only the engineer who closes the ticket.
  • Another positive impact would be the level of security for permissions and scaling the workloads is robust and you will get out of the system what your team is willing to put in.
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ScreenShots

Salesforce Field Service Screenshots

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