ServiceNow App Engine vs. ServiceNow Customer Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ServiceNow App Engine
Score 8.2 out of 10
N/A
ServiceNow App Engine aims to bring creator workflow apps to production quickly for mission-critical tasks. Design with best-practice guidance and templates within a holistic low-code dev experience.N/A
ServiceNow Customer Service Management
Score 7.9 out of 10
N/A
Built on the Now Platform, ServiceNow offers their Customer Service Management solution through the Standard and Professional Customer Service Management bundles. Both include agent workspace, knowledge management, survey and assessment module, and the community module, oriented in this edition to support customers rather than internal employees. The Professional bundle also includes performance analytics, predictive intelligence, and related tools to support customer support agents improvement…N/A
Pricing
ServiceNow App EngineServiceNow Customer Service Management
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
ServiceNow App EngineServiceNow Customer Service Management
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
ServiceNow App EngineServiceNow Customer Service Management
Top Pros
Top Cons
Features
ServiceNow App EngineServiceNow Customer Service Management
Low-Code Development
Comparison of Low-Code Development features of Product A and Product B
ServiceNow App Engine
8.7
3 Ratings
0% above category average
ServiceNow Customer Service Management
-
Ratings
Visual Modeling8.73 Ratings00 Ratings
Drag-and-drop Interfaces9.33 Ratings00 Ratings
Platform Security8.73 Ratings00 Ratings
Platform User Management8.33 Ratings00 Ratings
Reusability8.33 Ratings00 Ratings
Platform Scalability8.73 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ServiceNow App Engine
-
Ratings
ServiceNow Customer Service Management
7.0
6 Ratings
14% below category average
Organize and prioritize service tickets00 Ratings7.66 Ratings
Expert directory00 Ratings7.95 Ratings
Subscription-based notifications00 Ratings7.15 Ratings
ITSM collaboration and documentation00 Ratings4.55 Ratings
Ticket creation and submission00 Ratings9.16 Ratings
Ticket response00 Ratings6.06 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
ServiceNow App Engine
-
Ratings
ServiceNow Customer Service Management
4.8
5 Ratings
49% below category average
External knowledge base00 Ratings4.44 Ratings
Internal knowledge base00 Ratings5.15 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
ServiceNow App Engine
-
Ratings
ServiceNow Customer Service Management
6.3
6 Ratings
23% below category average
Customer portal00 Ratings7.24 Ratings
IVR00 Ratings5.34 Ratings
Social integration00 Ratings3.54 Ratings
Email support00 Ratings7.45 Ratings
Help Desk CRM integration00 Ratings8.25 Ratings
Best Alternatives
ServiceNow App EngineServiceNow Customer Service Management
Small Businesses
Creatio
Creatio
Score 9.1 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Quixy
Quixy
Score 9.8 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Quickbase
Quickbase
Score 9.2 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ServiceNow App EngineServiceNow Customer Service Management
Likelihood to Recommend
8.7
(4 ratings)
7.4
(6 ratings)
Usability
-
(0 ratings)
10.0
(1 ratings)
Support Rating
-
(0 ratings)
9.0
(1 ratings)
User Testimonials
ServiceNow App EngineServiceNow Customer Service Management
Likelihood to Recommend
ServiceNow
The best and most stable project management software allows project members to work together and collaborate through documents which is accessible from any place through Cloud services. ServiceNow App Engine provides easy features and setting of the interface security and tools adjustment are excellent as well as the reports which the platform offers.
Read full review
ServiceNow
It is well suited for medium to large companies that manage different teams and need to communicate constantly and track progress in a timely manner. It is less suited for small enterprises as it will overwhelm users with the features and functionalities embedded.
Read full review
Pros
ServiceNow
  • Raising request to the client side .
  • Maintaining record of work flows.
  • Connecting with other groups in a project.
Read full review
ServiceNow
  • Allows for clear communication between help desk and end users.
  • Provides a clean inventory option for both hardware items and software licenses.
  • Navigation is very intuitive and user friendly.
  • Many reporting features for all levels of the company.
Read full review
Cons
ServiceNow
  • Sometimes attachments do not get linked with the tickets
  • Sometimes updating ticket state causes an issue
  • Requires stable internet connection to work smoothly
Read full review
ServiceNow
  • Adding in additional chat features would be nice
  • Viewing where you stand in priority
  • Having a way to automate more of the processes
Read full review
Usability
ServiceNow
No answers on this topic
ServiceNow
Bottom line is that it does what you need it to do. We've been using Service Now as a ticket managing tool for a few years now. There's really not much it can't do when it comes to recording interactions. It has been nice using inventory tracking for software licenses and hardware as well.
Read full review
Support Rating
ServiceNow
No answers on this topic
ServiceNow
Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.
Read full review
Alternatives Considered
ServiceNow
ServiceNow App Engine is an excellent management platform that is very easy to navigate around its clean and straightforward interface and its ability to manage multiple project workflows is excellent and very valuable reports which are easily generated using ServiceNow App Engine capabilities even on scheduling and project budgeting the solution is excellent.
Read full review
ServiceNow
Connectwise targets small to medium enterprises and kept things simple for cross-organizational communications. On the other hand, ServiceNow with users with more than 500 at least, tends to create lag and tension when all are using the app at the same time, especially getting reports in a timely manner.
Read full review
Return on Investment
ServiceNow
  • It has a positive impact on our business.
  • Clients security concerns are solved using service now
  • It maintains record of large infrastructure.
Read full review
ServiceNow
  • The negative impact for my team is the delay in team completing tickets but not a system issue.
  • A positive impact for my team is we can easily view the status of tickets and the follow-up emails are beneficial to maintain records of tickets.
  • Negative impact is that there is no user job aid or helpful tools for new users.
Read full review
ScreenShots