ServiceNow Customer Service Management vs. Zoho Wiki

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.

You can keep all of your organization information in one place without having to pay for it. You can make it your permanent knowledge base for training of your customers, without having to build another one on your website. However if you have multiple projects, then you need to either use the paid version or some other tool, as for the free version you are only provided with one free wiki.

Incentivized

• We manage internal tickets through ServiceNow Customer Service Management. We raise tickets with IT and other team
• We manage our datapipe customers through ServiceNow Customer Service Management and it efficiently manages our customer interactions
• ServiceNow Customer Service Management helps us manage projects and tasks and keep a log of all our migration customers

Incentivized

• Centralized Content
• Categorization
• Collaboration
• Notifications & Updates
• Integrations

Incentivized

• Adding in additional chat features would be nice
• Viewing where you stand in priority
• Having a way to automate more of the processes

Incentivized

• Even for business plan, they provide 1GB storage/ User which is very less in case if you need to attach files, this must be upgraded without increasing cost.
• It is no-where mentioned that where their data centers are located, in some countries like India it is legal compliance that data should reside in country.
• They don't have adequate templates to start with.

Incentivized

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.

Incentivized

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.

Incentivized

Atlassian Jira lacks certain features and process which was delivered by ServiceNow Customer Service Management. Also, flexibility to customise was a point to select ServiceNow Customer Service Management tool. Cost which was high than Atlassian Jira compensated as it improved overall customer satisfaction and reduced resolution time by taking help of Knowledge base integration

Incentivized

Confluence features were limited with the free version and our organization wasn't in a position to invest in a knowledge sharing platform, hence Zoho Wiki came in handy as it saved us on the extra cost which we could not initially afford. Also as we were already using other Zoho products which Atlassian was not offering, therefore Zoho Wiki was considered the best alternative.

Incentivized

• 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.

Incentivized

• Quicker Ramp Times of Employees.
• Time Savings
• Improved Efficiencies

Incentivized