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Top Rated
289 Ratings

Salesforce Service Cloud

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Top Rated
289 Ratings
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Score 7.8 out of 100
35 Ratings
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Score 7.6 out of 100

Likelihood to Recommend

Salesforce Service Cloud

[Salesforce Service Cloud] is well suited for organizing and digitizing Sales and Operations management of the company. It aptly captures customer data, opportunities, projects in pipelines description and could also be embedded with CMS (Contract management System). It's really useful to the extent of managing Item customer level forecast to precisely assist capacity and rough cut capacity planning.
Anonymous | TrustRadius Reviewer

ServiceNow Governance, Risk, and Compliance

Oracle EBS R12 requires a unique user skillset to understand how it handles user access and functions. Accordingly, ServiceNow has this high level of sophistication to manage this information and apply it to Sensitive Access and Segregation of Duties rules to identify exceptions. This depth of configuration is critical to accurately identify when Oracle Responsibilities (access) truly allows access and thus could be a violation. ERPs with less complexity may not require this customization of ServiceNow GRC, but you would be wise to raise these questions and examples in the demo to ensure it will work for you. In the past, we have found that risks of under-reporting exceptions or false positives become so voluminous that users don't always get to the accurate violations for timely remediation. Proper configuration up front will improve your effectiveness and ROI down the road.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Salesforce Service Cloud
7.2
ServiceNow Governance, Risk, and Compliance
Organize and prioritize service tickets
Salesforce Service Cloud
7.7
ServiceNow Governance, Risk, and Compliance
Expert directory
Salesforce Service Cloud
6.7
ServiceNow Governance, Risk, and Compliance
Subscription-based notifications
Salesforce Service Cloud
7.0
ServiceNow Governance, Risk, and Compliance
ITSM collaboration and documentation
Salesforce Service Cloud
7.0
ServiceNow Governance, Risk, and Compliance
Ticket creation and submission
Salesforce Service Cloud
7.6
ServiceNow Governance, Risk, and Compliance
Ticket response
Salesforce Service Cloud
7.4
ServiceNow Governance, Risk, and Compliance

Self Help Community

Salesforce Service Cloud
6.8
ServiceNow Governance, Risk, and Compliance
External knowledge base
Salesforce Service Cloud
6.7
ServiceNow Governance, Risk, and Compliance
Internal knowledge base
Salesforce Service Cloud
6.8
ServiceNow Governance, Risk, and Compliance

Multi-Channel Help

Salesforce Service Cloud
7.3
ServiceNow Governance, Risk, and Compliance
Customer portal
Salesforce Service Cloud
6.7
ServiceNow Governance, Risk, and Compliance
IVR
Salesforce Service Cloud
6.8
ServiceNow Governance, Risk, and Compliance
Social integration
Salesforce Service Cloud
7.7
ServiceNow Governance, Risk, and Compliance
Email support
Salesforce Service Cloud
7.5
ServiceNow Governance, Risk, and Compliance
Help Desk CRM integration
Salesforce Service Cloud
7.6
ServiceNow Governance, Risk, and Compliance

Governance, Risk & Compliance

Salesforce Service Cloud
ServiceNow Governance, Risk, and Compliance
6.9
Common repository of GRC items
Salesforce Service Cloud
ServiceNow Governance, Risk, and Compliance
6.4
Risk management
Salesforce Service Cloud
ServiceNow Governance, Risk, and Compliance
6.5
Integration with Corporate Performance Management (CPM) systems
Salesforce Service Cloud
ServiceNow Governance, Risk, and Compliance
7.7
GRC policy management
Salesforce Service Cloud
ServiceNow Governance, Risk, and Compliance
6.3
Incident management
Salesforce Service Cloud
ServiceNow Governance, Risk, and Compliance
7.4

Pros

Salesforce Service Cloud

  • Super fast set-up of the service from design through to production.
  • Robust method of release management from sandbox, to test, to production.
  • User access controls can be fine grain, which is great for GDPR requirements, limiting access to only necessary data.
  • Simple api integrations with other third party systems
  • Broad range of features and functionality
  • Einstein search features provides faster information mining for our agents as they help to resolve customer requests.
Gordon Dalgleish | TrustRadius Reviewer

ServiceNow Governance, Risk, and Compliance

  • Finding reported by the auditor. GRC helps us identify, assign, and track the resolution of this.
  • Exception to information security policy. These require quarterly reviews and setting up reminders to revisit these.
  • Building out new projects and baking security and compliance into the project and tracking it in GRC to ensure we deliver a compliant product on day one
Anonymous | TrustRadius Reviewer

Cons

Salesforce Service Cloud

  • Incredibly complex to set up and configure.
  • Multiple points of potential failure.
  • Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
  • Front-facing community is extremely difficult to configure and comes with many limitations.
  • No help is provided by Salesforce without expensive Premiere Support plans.
  • Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.
Anonymous | TrustRadius Reviewer

ServiceNow Governance, Risk, and Compliance

  • Delivering more out of the box functionality that rivals other GRC platforms. The bare bones approach may not help companies that do not have expertise or capabilities to build effective GRC processes.
  • Easier way to implement workflow.
  • Offering better metrics without buying add-on tools.
Nick Bettes, CRISC, MBA | TrustRadius Reviewer

Likelihood to Renew

Salesforce Service Cloud

Salesforce Service Cloud 9.6
Based on 4 answers
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
Anonymous | TrustRadius Reviewer

ServiceNow Governance, Risk, and Compliance

No score
No answers yet
No answers on this topic

Usability

Salesforce Service Cloud

Salesforce Service Cloud 8.4
Based on 11 answers
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
Anonymous | TrustRadius Reviewer

ServiceNow Governance, Risk, and Compliance

ServiceNow Governance, Risk, and Compliance 7.2
Based on 4 answers
I'm satisfied with our experience. The configuration was the biggest challenge, but we have moved onto the stage of user training and usability. We would appreciate having better user training documentation and possibly videos and/or computer-based training to help our international users adopt this software for their GRC needs.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Salesforce Service Cloud

Salesforce Service Cloud 8.7
Based on 7 answers
Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
Anonymous | TrustRadius Reviewer

ServiceNow Governance, Risk, and Compliance

No score
No answers yet
No answers on this topic

Performance

Salesforce Service Cloud

Salesforce Service Cloud 8.6
Based on 7 answers
There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
Hans Hong | TrustRadius Reviewer

ServiceNow Governance, Risk, and Compliance

No score
No answers yet
No answers on this topic

Support Rating

Salesforce Service Cloud

Salesforce Service Cloud 7.2
Based on 29 answers
It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
Anonymous | TrustRadius Reviewer

ServiceNow Governance, Risk, and Compliance

ServiceNow Governance, Risk, and Compliance 7.4
Based on 4 answers
It's a good system, but I am awaiting key features in the new release. We hear that ServiceNow is continually adding new features and we look for improved reporting, better Oracle Integration, and user training opportunities. To the extent these materialize, we expect further improvements in our experience with ServiceNow GRC. Until that time, though, we believe we are meeting our objectives expected at the beginning of this project.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Salesforce Service Cloud

I have used Microsoft Dynamics in the past and I feel that Salesforce compares positively to it. While both software offers cloud based service and a mobile app, Microsoft Dynamics doesn't support integration with Gmail. One of the reasons we like Salesforce so much is that it can integrate with your email.
Anonymous | TrustRadius Reviewer

ServiceNow Governance, Risk, and Compliance

TraceGP is a project management tool that was customized to work with ITIL. But, nothing ITIL-like. And as we needed a tool that was really "compatible" with ITIL, we discovered in ServiceNow a real tool that could help us. We can now do things like, for example, find an incident that was related to a specific problem.
Anonymous | TrustRadius Reviewer

Return on Investment

Salesforce Service Cloud

  • Probably negative due to the cost of Salesforce. We haven't seen a return on the sales side yet to really justify the costs.
  • On the positive side, it's nice to manage opportunities from cases and cases from opportunities.
  • Our data has never been more organized and in better shape, though it's a constant battle!
Jonathan Tanis | TrustRadius Reviewer

ServiceNow Governance, Risk, and Compliance

  • Mostly cultural change. If teams aren't aware of the new implementation of GRC and they get a request to answer questions, it can be confusing. This is cultural and not a con against the product.
Anonymous | TrustRadius Reviewer

Screenshots

ServiceNow Governance, Risk, and Compliance

Pricing Details

Salesforce Service Cloud

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

ServiceNow Governance, Risk, and Compliance

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Salesforce Service Cloud
7.3
ServiceNow Governance, Risk, and Compliance
7.3

Likelihood to Renew

Salesforce Service Cloud
9.6
ServiceNow Governance, Risk, and Compliance

Usability

Salesforce Service Cloud
8.4
ServiceNow Governance, Risk, and Compliance
7.2

Reliability and Availability

Salesforce Service Cloud
8.7
ServiceNow Governance, Risk, and Compliance

Performance

Salesforce Service Cloud
8.6
ServiceNow Governance, Risk, and Compliance

Support Rating

Salesforce Service Cloud
7.2
ServiceNow Governance, Risk, and Compliance
7.4

Online Training

Salesforce Service Cloud
9.0
ServiceNow Governance, Risk, and Compliance

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