Top Rated
329 Ratings
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Score 8.5 out of 100
40 Ratings
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Score 8.6 out of 100

Feature Set Ratings

    Incident and problem management

    7.7

    Salesforce Service Cloud

    77%

    ServiceNow Governance, Risk, and Compliance

    Feature Set Not Supported
    N/A
    Salesforce Service Cloud ranks higher in 6/6 features

    Organize and prioritize service tickets

    8.4
    84%
    55 Ratings
    N/A
    0 Ratings

    Expert directory

    7.1
    71%
    40 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    7.1
    71%
    47 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    7.2
    72%
    42 Ratings
    N/A
    0 Ratings

    Ticket creation and submission

    8.0
    80%
    56 Ratings
    N/A
    0 Ratings

    Ticket response

    8.0
    80%
    55 Ratings
    N/A
    0 Ratings

    Self Help Community

    7.1

    Salesforce Service Cloud

    71%

    ServiceNow Governance, Risk, and Compliance

    Feature Set Not Supported
    N/A
    Salesforce Service Cloud ranks higher in 2/2 features

    External knowledge base

    6.9
    69%
    46 Ratings
    N/A
    0 Ratings

    Internal knowledge base

    7.4
    74%
    51 Ratings
    N/A
    0 Ratings

    Multi-Channel Help

    7.8

    Salesforce Service Cloud

    78%

    ServiceNow Governance, Risk, and Compliance

    Feature Set Not Supported
    N/A
    Salesforce Service Cloud ranks higher in 5/5 features

    Customer portal

    7.5
    75%
    39 Ratings
    N/A
    0 Ratings

    IVR

    7.4
    74%
    25 Ratings
    N/A
    0 Ratings

    Social integration

    8.0
    80%
    34 Ratings
    N/A
    0 Ratings

    Email support

    8.1
    81%
    56 Ratings
    N/A
    0 Ratings

    Help Desk CRM integration

    8.2
    82%
    49 Ratings
    N/A
    0 Ratings

    Governance, Risk & Compliance

    Salesforce Service Cloud

    Feature Set Not Supported
    N/A
    6.9

    ServiceNow Governance, Risk, and Compliance

    69%
    ServiceNow Governance, Risk, and Compliance ranks higher in 5/5 features

    Common repository of GRC items

    N/A
    0 Ratings
    6.4
    64%
    5 Ratings

    Risk management

    N/A
    0 Ratings
    6.5
    65%
    5 Ratings

    Integration with Corporate Performance Management (CPM) systems

    N/A
    0 Ratings
    7.7
    77%
    5 Ratings

    GRC policy management

    N/A
    0 Ratings
    6.3
    63%
    5 Ratings

    Incident management

    N/A
    0 Ratings
    7.5
    75%
    5 Ratings

    Attribute Ratings

    • Salesforce Service Cloud is rated higher in 2 areas: Likelihood to Recommend, Usability
    • Salesforce Service Cloud and ServiceNow Governance, Risk, and Compliance are tied in 1 area: Support Rating

    Likelihood to Recommend

    8.2

    Salesforce Service Cloud

    82%
    62 Ratings
    7.3

    ServiceNow Governance, Risk, and Compliance

    73%
    6 Ratings

    Likelihood to Renew

    9.6

    Salesforce Service Cloud

    96%
    4 Ratings

    ServiceNow Governance, Risk, and Compliance

    N/A
    0 Ratings

    Usability

    8.4

    Salesforce Service Cloud

    84%
    11 Ratings
    7.3

    ServiceNow Governance, Risk, and Compliance

    73%
    4 Ratings

    Availability

    8.7

    Salesforce Service Cloud

    87%
    7 Ratings

    ServiceNow Governance, Risk, and Compliance

    N/A
    0 Ratings

    Performance

    8.6

    Salesforce Service Cloud

    86%
    7 Ratings

    ServiceNow Governance, Risk, and Compliance

    N/A
    0 Ratings

    Support Rating

    7.4

    Salesforce Service Cloud

    74%
    29 Ratings
    7.4

    ServiceNow Governance, Risk, and Compliance

    74%
    4 Ratings

    Online Training

    9.0

    Salesforce Service Cloud

    90%
    1 Rating

    ServiceNow Governance, Risk, and Compliance

    N/A
    0 Ratings

    Likelihood to Recommend

    Salesforce

    Salesforce Service Cloud is excellent as a CRM, a case management system, multi-channel contact centre support application, service and ticketing application as well as helping automate back office processes. If you want to extend Service Cloud into Sales, Self-Service or Digital Marketing, you need to purchase additional services which can be relatively high cost.
    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.
    Read full review

    Pros

    Salesforce

    • Flexibility of data tracked, displayed, reported on, and customized.
    • Single source of truth for support, implementations, sales and management.
    • Ability to integrate through built-in app exchange and easy API.
    • Reporting and emailed reports with direct links to drill down into data.
    • Do virtually whatever you "need" to do.
    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.
    Read full review

    Pricing Details

    Salesforce Service Cloud

    Starting Price

    $65 per month

    Editions & Modules

    Salesforce Service Cloud 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 Governance, Risk, and Compliance

      Starting Price

      Editions & Modules

      ServiceNow Governance, Risk, and Compliance 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

        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.
        Read full review

        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.
        Read full review

        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.
        Read full review

        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.
        Read full review

        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.
        Read full review

        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.
        Read full review

        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.
        Read full review

        Alternatives Considered

        Salesforce

        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.
        Read full review

        ServiceNow

        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.
        Read full review

        Return on Investment

        Salesforce

        • While I don’t have a dollar value because I’m not the manager of the support team, I have heard many accounts of how the use of Service Cloud has made us much more efficient at delivering customer support
        • Using Service Cloud has had a big impact on removing silos between departments because it’s much easier now for non-support users to interact with cases
        • We now have a lot of automation of other features that we didn’t have before Service Cloud, for example, integration with our customer survey tool
        Read full review

        ServiceNow

        • 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.
        Read full review

        Screenshots

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