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Salesforce Service Cloud Chat vs ServiceNow

Salesforce Service Cloud Chat logo

Salesforce Service Cloud Chat

Live Chat

Live chat integrated with Salesforce Service Cloud

From
$25/month
Rated
-
Full reviewWebsite
ServiceNow logo

ServiceNow

Customer Support

The world works with ServiceNow

From
On request
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Salesforce Service Cloud Chat entry-level pricing of $25 per user per month is relatively expensive for small businesses; ServiceNow listed on G-Cloud 14 by reseller UP3 Services Ltd at £81.00 per licence per month for ServiceNow
  • They diverge on capability: Salesforce Service Cloud Chat covers Live chat messaging, ServiceNow covers ITSM.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Salesforce Service Cloud Chat and ServiceNow actually diverge.

Attributes where Salesforce Service Cloud Chat and ServiceNow differ
AttributeSalesforce Service Cloud ChatServiceNow
Starting price$25/monthOn request
Pricing modelUnknownquote
PlatformsWeb, Mobile appsWeb, Ios, Android
CategoryLive ChatCustomer Support
Founded19992004

Identical on both: free tier (No), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Salesforce Service Cloud Chat

  • Live chat messaging
  • CRM integration
  • Agent desktop integration
  • Visitor tracking
  • Salesforce ecosystem
  • Gmail
  • Mobile app support
  • IOS support

Only in ServiceNow

  • ITSM
  • IT Operations
  • Customer workflows
  • Employee workflows
  • App development
  • AI/ML capabilities
  • Salesforce
  • SAP

Both cover

  • Slack
  • Microsoft Teams
  • Web support
  • Android support

What people use each for

The jobs each tool is most often brought in to do.

Salesforce Service Cloud Chat

  • Customer engagementnot ServiceNow
  • Lead generationnot ServiceNow
  • Customer supportnot ServiceNow
  • Sales automationnot ServiceNow

ServiceNow

  • Enterprise IT managementnot Salesforce Service Cloud Chat
  • Digital transformationnot Salesforce Service Cloud Chat
  • Workflow automationnot Salesforce Service Cloud Chat

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Salesforce Service Cloud Chat

  • Entry-level pricing of $25 per user per month is relatively expensive for small businesses
  • Requires Salesforce CRM setup and integration for full functionality
  • Limited standalone capability outside of Salesforce ecosystem
  • Complex configuration required for advanced features

ServiceNow

  • Listed on G-Cloud 14 by reseller UP3 Services Ltd at £81.00 per licence per month for ServiceNow

Pricing, plan by plan

Salesforce Service Cloud Chat

$25/month

No published plan breakdown. See the Salesforce Service Cloud Chat review.

ServiceNow

On request
  • IT Service Management$undefined/month
    • Incident management
    • Problem management
    • Change management
  • IT Operations Management$undefined/month
    • Discovery
    • Service mapping
    • Event management
  • Customer Service Management$undefined/month
    • Omnichannel engagement
    • Self-service
    • Case management

Which should you pick?

Choose Salesforce Service Cloud Chat if

  • You need live chat messaging.
  • You work on Web, Mobile apps.
  • You also want crm integration.
Salesforce Service Cloud Chat review

Choose ServiceNow if

  • You need itsm.
  • You work on Web, Ios, Android.
  • You also want it operations.
ServiceNow review

Questions people ask

Is Salesforce Service Cloud Chat or ServiceNow better?
Neither clearly leads. Salesforce Service Cloud Chat starts at $25/month and ServiceNow at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Salesforce Service Cloud Chat or ServiceNow?
Salesforce Service Cloud Chat starts at $25/month and ServiceNow at On request.
Does Salesforce Service Cloud Chat or ServiceNow run on more platforms?
Salesforce Service Cloud Chat runs on Web, Mobile apps. ServiceNow runs on Web, Ios, Android.
What is Salesforce Service Cloud Chat best used for?
Salesforce Service Cloud Chat is most often used for customer engagement, lead generation, customer support, sales automation. Of those, customer engagement and lead generation are not what ServiceNow is typically brought in for.
What can Salesforce Service Cloud Chat do that ServiceNow cannot?
Salesforce Service Cloud Chat covers Live chat messaging, CRM integration, Agent desktop integration, Visitor tracking. ServiceNow covers ITSM, IT Operations, Customer workflows, Employee workflows. Both handle Slack, Microsoft Teams, Web support, Android support.

Answered from the vendors’ own pages

Salesforce Service Cloud Chat: What is Salesforce Service Cloud Chat?

Salesforce Chat is a real-time customer engagement tool enabling businesses to connect with customers through personalized live chat interactions embedded in apps and on websites, with AI-powered chatbot support.

Source
ServiceNow: Does ServiceNow offer a free trial?

ServiceNow provides product trials and demos for prospects. Organizations can request a demo to see the platform capabilities for IT service management, customer service management, and business workflows.

Source
Salesforce Service Cloud Chat: What is the pricing for Salesforce Service Cloud Chat?

Salesforce Service Cloud entry-level pricing starts at $25 per user per month, with multiple tiers available and add-ons ranging from $50 to $75 depending on required features.

Source
ServiceNow: How is ServiceNow priced?

ServiceNow uses subscription-based pricing with custom quotes based on the number of users and modules selected. Organizations must contact ServiceNow directly to receive pricing for their specific deployment needs.

Source
ServiceNow: What implementation support does ServiceNow provide?

ServiceNow offers professional services, customer success management, and training programs to help organizations maximize value from the platform. Implementation support is available through direct services teams and certified implementation partners.

Source
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