Salesforce Service Cloud vs. ServiceNow Governance, Risk, and Compliance

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Salesforce Service Cloud
Score 8.8 out of 10
N/A
Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.
$25
per month
ServiceNow Governance, Risk, and Compliance
Score 8.1 out of 10
N/A
ServiceNow Governance, Risk, and Compliance provides the tools businesses use to proactively manage risk by measuring, testing and auditing internal processes. This solution helps business users ensure compliance to regulations, policies, standards and frameworks. It is available via the Standard, Professional, and Enterprise editions, the latter two supporting GRC and internal auditing processes.N/A
Pricing
Salesforce Service CloudServiceNow Governance, Risk, and Compliance
Editions & Modules
Starter Suite
$25
per month
Professional
$80
per month
Enterprise
$165
per month per user
Unlimited
$165
per month per user
Unlimited+
$165
per month per user
No answers on this topic
Offerings
Pricing Offerings
Salesforce Service CloudServiceNow Governance, Risk, and Compliance
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Salesforce Service CloudServiceNow Governance, Risk, and Compliance
Top Pros
Top Cons
Features
Salesforce Service CloudServiceNow Governance, Risk, and Compliance
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Salesforce Service Cloud
8.7
70 Ratings
11% above category average
ServiceNow Governance, Risk, and Compliance
-
Ratings
Organize and prioritize service tickets8.868 Ratings00 Ratings
Expert directory8.349 Ratings00 Ratings
Subscription-based notifications9.058 Ratings00 Ratings
ITSM collaboration and documentation8.454 Ratings00 Ratings
Ticket creation and submission9.268 Ratings00 Ratings
Ticket response8.767 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Salesforce Service Cloud
8.8
66 Ratings
15% above category average
ServiceNow Governance, Risk, and Compliance
-
Ratings
External knowledge base8.959 Ratings00 Ratings
Internal knowledge base8.864 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Salesforce Service Cloud
8.8
70 Ratings
16% above category average
ServiceNow Governance, Risk, and Compliance
-
Ratings
Customer portal8.750 Ratings00 Ratings
IVR8.533 Ratings00 Ratings
Social integration8.744 Ratings00 Ratings
Email support9.469 Ratings00 Ratings
Help Desk CRM integration8.861 Ratings00 Ratings
Governance, Risk & Compliance
Comparison of Governance, Risk & Compliance features of Product A and Product B
Salesforce Service Cloud
-
Ratings
ServiceNow Governance, Risk, and Compliance
8.5
10 Ratings
13% above category average
Common repository of GRC items00 Ratings8.610 Ratings
Risk management00 Ratings9.010 Ratings
Integration with Corporate Performance Management (CPM) systems00 Ratings7.610 Ratings
GRC policy management00 Ratings8.410 Ratings
Incident management00 Ratings8.89 Ratings
Best Alternatives
Salesforce Service CloudServiceNow Governance, Risk, and Compliance
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Rencore Code (SPCAF)
Rencore Code (SPCAF)
Score 8.8 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Forcepoint DLP
Forcepoint DLP
Score 8.2 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
Forcepoint DLP
Forcepoint DLP
Score 8.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Salesforce Service CloudServiceNow Governance, Risk, and Compliance
Likelihood to Recommend
9.1
(76 ratings)
8.0
(11 ratings)
Likelihood to Renew
9.5
(6 ratings)
-
(0 ratings)
Usability
8.0
(12 ratings)
7.3
(4 ratings)
Availability
9.5
(21 ratings)
-
(0 ratings)
Performance
8.6
(7 ratings)
-
(0 ratings)
Support Rating
7.0
(20 ratings)
7.4
(4 ratings)
Online Training
9.0
(1 ratings)
-
(0 ratings)
Implementation Rating
7.0
(1 ratings)
-
(0 ratings)
User Testimonials
Salesforce Service CloudServiceNow Governance, Risk, and Compliance
Likelihood to Recommend
Salesforce
This is great for cold calling and starting clients from scratch. A lot of entry is required to build a customer profile, but if you are diligent in entering this information, then it can be extremely useful, and you will thank yourself down the road for having an organized database with as many or few details stored. It is a little more challenging for existing customers who have a wealth of information on their files because the transfer of information can be quite tedious.
Read full review
ServiceNow
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.
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Pros
Salesforce
  • Allows us to make changes quickly and with relative ease
  • Can be flexible enough to use among several teams who do very different work
  • Salesforce in general provides SO much training that anyone on the team can skill up and help maintain the system
Read full review
ServiceNow
  • 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
Read full review
Cons
Salesforce
  • 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.
Read full review
ServiceNow
  • 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.
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Likelihood to Renew
Salesforce
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.
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ServiceNow
No answers on this topic
Usability
Salesforce
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.
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ServiceNow
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.
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Reliability and Availability
Salesforce
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.
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ServiceNow
No answers on this topic
Performance
Salesforce
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.
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ServiceNow
No answers on this topic
Support Rating
Salesforce
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.
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ServiceNow
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.
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Implementation Rating
Salesforce
We are still working through issues with the implementation. Things are also always changing so the original implementation required many changes
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ServiceNow
No answers on this topic
Alternatives Considered
Salesforce
Salesforce service cloud is more configurable than Zendesk and Freshdesk. It has its own inbuilt AI chatbot also which further improves service agent efficiency. Salesforce is more integration agnostic and has pre-built connectors with multiple 3rd party systems. However, in terms of pricing it is priced at a premium compared to the other solutions
Read full review
ServiceNow
We just recently started using TrustArc for data privacy requests and I can already speak to the fact that TrustArc is a more confusing platform once there. The positives of ServiceNow would be that a majority of our URL's drive to owned websites which our employees are very comfortable with using versus pushing them to another website that feels unsafe.
Read full review
Return on Investment
Salesforce
  • Because this is a cloud service, the security, implementation framework and feature list is very mature and you don't have to develop these during implementation.
  • The larger the implementation programme the better the licensing arrangements
  • Free developer toolkit for proof of concepts or showcasing features
  • Limited to annual subscription model
Read full review
ServiceNow
  • Effective Enterprise Risk Management
  • Holistic Real-time Monitoring of your technology and Risk
  • Negative - Asset Management has some issues and Ghost / Shadow IT is big issue
Read full review
ScreenShots

Salesforce Service Cloud Screenshots

Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center