Top Rated
262 Ratings
Top Rated
262 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.8 out of 100
Top Rated
383 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.1 out of 100

Likelihood to Recommend

Salesforce Service Cloud

There are several components to Service Cloud which I will address: Cases, Knowledge, and Community. Each of these has various pros and cons, although the cons far outweigh the pros. It's become an albatross around our company's neck, and I'm requesting our company decision makers to move to a different platform ASAP.
  • Cases
Cases is the basis of Service Cloud, and once you get accustomed to the workflow and interface, it can be quite useful. You can search for knowledge articles, email responses, or use case comments. Out of the box, Service Cloud is terrible, and it will not do what you want. There is a large amount of configuration you will need to do, from setting up email templates, creating workflows to mimic what other platforms do out-of-the-box, and even then you will encounter issues that impede your ability to communicate effectively with your customer. Out-of-the-box email-2-case did not work because we had an Email Service class installed for something else, which rendered the default email-2-case completely useless. So we need to create a custom email handler for cases. This also meant some of the native functionality was no longer going to work. We would end up having to write a ton of customized code, Lightning components, workflows, etc.
  • Knowledge
Knowledge is rather nice at first, until you start using it and discover the limitations imposed by Salesforce. Articles are limited to 131,000 characters, and that includes the HTML markup hidden to the viewer. This means your articles will end up having to be abbreviated or broken up into smaller pieces. We tried to host these articles externally, but there is no option to embed these inside the Article object. You can embed videos hosted on YouTube, Vimeo or DailyMotion, but that's the extent. Anything else will require a fully customized solution for displaying knowledge articles. It's a very basic knowledge solution. Salesforce offers a really strong knowledge base of their own, but it's almost certainly not running using Articles, because Articles is terrible.
  • Community
Communities is where your customers can go to search knowledge articles, communicate with support, and even create records in your org. It is quite customizable, which is laudable and appreciated. The ability to update and manage the community is relatively easy and can be done without much code. Unfortunately, the issue comes up with Cases. There are components for displaying Cases, but unbelievably, there is no place for discussion of the case with the service agent. This is almost ludicrous. There are Case Comment related lists, but these are handicapped by artificial constraints. Customers can't view the entire case comment, because it is only a related list, and there's no ability to change this without creating your own Lightning component, which means additional development costs.Ultimately, the overall impression of Service Cloud is an extraordinarily half-baked product which is nowhere near enterprise-grade, despite carrying enterprise-level costs
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow [IT Service Management] is well suited for situations where you want a quick, responsive, and one-stop platform that can be accessed by support engineers and they can work on the fixes with specified SLAs. Also, they can interact with the dashboard and update the info so that easy management of incidents and requests can be done.
Panav Beri | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Salesforce Service Cloud
6.6
ServiceNow IT Service Management
8.1
Organize and prioritize service tickets
Salesforce Service Cloud
6.8
ServiceNow IT Service Management
8.5
Expert directory
Salesforce Service Cloud
5.8
ServiceNow IT Service Management
7.7
Subscription-based notifications
Salesforce Service Cloud
6.5
ServiceNow IT Service Management
8.3
ITSM collaboration and documentation
Salesforce Service Cloud
6.9
ServiceNow IT Service Management
8.3
Ticket creation and submission
Salesforce Service Cloud
7.4
ServiceNow IT Service Management
Ticket response
Salesforce Service Cloud
6.5
ServiceNow IT Service Management
Service restoration
Salesforce Service Cloud
ServiceNow IT Service Management
7.5
Self-service tools
Salesforce Service Cloud
ServiceNow IT Service Management
7.8
ITSM reports and dashboards
Salesforce Service Cloud
ServiceNow IT Service Management
8.3

Self Help Community

Salesforce Service Cloud
6.9
ServiceNow IT Service Management
External knowledge base
Salesforce Service Cloud
7.0
ServiceNow IT Service Management
Internal knowledge base
Salesforce Service Cloud
6.8
ServiceNow IT Service Management

Multi-Channel Help

Salesforce Service Cloud
7.5
ServiceNow IT Service Management
Customer portal
Salesforce Service Cloud
5.9
ServiceNow IT Service Management
IVR
Salesforce Service Cloud
8.5
ServiceNow IT Service Management
Social integration
Salesforce Service Cloud
8.5
ServiceNow IT Service Management
Email support
Salesforce Service Cloud
7.1
ServiceNow IT Service Management
Help Desk CRM integration
Salesforce Service Cloud
7.5
ServiceNow IT Service Management

ITSM asset management

Salesforce Service Cloud
ServiceNow IT Service Management
7.6
Configuration mangement
Salesforce Service Cloud
ServiceNow IT Service Management
7.9
Asset management dashboard
Salesforce Service Cloud
ServiceNow IT Service Management
7.7
Policy and contract enforcement
Salesforce Service Cloud
ServiceNow IT Service Management
7.3

Change management

Salesforce Service Cloud
ServiceNow IT Service Management
8.4
Change requests repository
Salesforce Service Cloud
ServiceNow IT Service Management
8.5
Change calendar
Salesforce Service Cloud
ServiceNow IT Service Management
8.3
Service-level management
Salesforce Service Cloud
ServiceNow IT Service Management
8.3

Pros

Salesforce Service Cloud

  • 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.
Jonathan Tanis | TrustRadius Reviewer

ServiceNow IT Service Management

  • 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.
Dr Gardiner Jones | TrustRadius Reviewer

Cons

Salesforce Service Cloud

  • Since Service Cloud is SO robust it can be a little overwhelming. I'd love to see 'tool tips' added directly into the platform to help guide users. I feel like there are probably a lot of features I am not taking advantage of because I don't know about them yet.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

  • 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!
Anonymous | 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 IT Service Management

ServiceNow IT Service Management 10.0
Based on 12 answers
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.
Anonymous | TrustRadius Reviewer

Usability

Salesforce Service Cloud

Salesforce Service Cloud 9.0
Based on 4 answers
Salesforce has evolved the Service Cloud solution from a rather basic tool for case management to a highly customizable, functional tool that scales from small to huge businesses. From working at a desktop to working a laptop in a hotel or even handling customer cases on a mobile device, Salesforce is not only available everywhere, but easy to use everywhere. Add in newer technologies like live video and screen sharing on mobile devices and you've got a great solution for support. The other addition to that which is vitally important is a great Knowledge Base. This helps reps solve issues faster in the future and leads to better customer satisfaction
Jeff Grosse | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow IT Service Management 6.6
Based on 11 answers
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.
Max Lewenhaupt | TrustRadius Reviewer

Reliability and Availability

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 2 answers
We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
Michael Sypes | TrustRadius Reviewer

Performance

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 9.0
Based on 2 answers
For a massive system, page loads are reasonably quick, including searches.
Michael Sypes | TrustRadius Reviewer

Support Rating

Salesforce Service Cloud

Salesforce Service Cloud 7.6
Based on 25 answers
I odten have to repeat myself and find it difficult to communicaye with the support team. My issues take several days to get resolution, but they do stay in contact daily which is good. I have to escalate to tier 3 to get a really good answer.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow IT Service Management 8.2
Based on 40 answers
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.
Anonymous | TrustRadius Reviewer

Online Training

Salesforce Service Cloud

Salesforce Service Cloud 9.0
Based on 1 answer
No answer on this topic is available.

ServiceNow IT Service Management

ServiceNow IT Service Management 1.0
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

Implementation Rating

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 6 answers
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.
Randall Hodgins | TrustRadius Reviewer

Alternatives Considered

Salesforce Service Cloud

Salesforce Service cloud integrates with its own world-class CRM which enables our agents to work more effectively and efficiently. We already had Salesforce Sales Cloud so it was a really easy transition. It was easy to set up and all our information was already there. The capabilities far surpass the ones of Zendesk and the CRM functionality is worth paying for instead of just a Service platform like ServiceNow.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow is not just a standalone tool, its a complete suite of powerful tools which provide you a framework to develop your ticketing system and the data stored within the ticketing process can be used to analyze and optimize your production environment. Also visual dashboards can be created on this data. Chatbot, Taskboard, Machine learning etc are the other features that differentiate ServiceNow with its peers.
Anonymous | TrustRadius Reviewer

Scalability

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Michael Sypes | TrustRadius Reviewer

Return on Investment

Salesforce Service Cloud

  • We greatly reduced redundant work and streamlined cross-team workflows by using cases as a place to document and distribute tasks.
  • This led to faster delivery times and reduced errors as well as better knowledge retention.
  • We use documentation from past experiences with a client to inform us on how to treat them in future interactions. It also helps us resolve issues with other clients experiencing similar issues thus reducing the chance of making the same errors again.
  • Metrics from case entries tells us our weak points whether they're resource based, training or systems so we can reduce future incidents and deliver a higher quality level of service.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

  • 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.
Jesse Bickel, MS - PMP | TrustRadius Reviewer

Screenshots

ServiceNow IT Service Management

Pricing Details

Salesforce Service Cloud

General

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

Salesforce Service Cloud Editions & Modules

Additional Pricing Details

ServiceNow IT Service Management

General

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

ServiceNow IT Service Management Editions & Modules

Edition
Starting Price$10,000.001
  1. Per Year
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Salesforce Service Cloud
6.6
ServiceNow IT Service Management
7.9

Likelihood to Renew

Salesforce Service Cloud
9.6
ServiceNow IT Service Management
10.0

Usability

Salesforce Service Cloud
9.0
ServiceNow IT Service Management
6.6

Reliability and Availability

Salesforce Service Cloud
ServiceNow IT Service Management
10.0

Performance

Salesforce Service Cloud
ServiceNow IT Service Management
9.0

Support Rating

Salesforce Service Cloud
7.6
ServiceNow IT Service Management
8.2

Online Training

Salesforce Service Cloud
9.0
ServiceNow IT Service Management
1.0

Implementation Rating

Salesforce Service Cloud
ServiceNow IT Service Management
10.0

Scalability

Salesforce Service Cloud
ServiceNow IT Service Management
10.0

Add comparison