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Salesforce Service Cloud vs ServiceNow

Salesforce Service Cloud logo

Salesforce Service Cloud

Software

Customer service software that powers loyalty

From
$25/month
Rated
-
Full reviewWebsite
ServiceNow logo

ServiceNow

Software

The world works with ServiceNow

From
On request
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Salesforce Service Cloud the vendor's own pricing page as captured by the Internet Archive on 29 December 2021 listed four Service Cloud tiers billed annually per user per month in USD: $25, $75, $150 (Enterprise, marked most popular), and $300; add-ons such as Omni-Channel Supervisor cost an additional $75 per user per month and Google Apps/Outlook integration an additional $25 per user per month on lower tiers; 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 covers Case management, ServiceNow covers ITSM.

Where they differ

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

Attributes where Salesforce Service Cloud and ServiceNow differ
AttributeSalesforce Service CloudServiceNow
Starting price$25/monthOn request
Pricing modelsubscriptionquote
Founded19992004

Identical on both: free tier (No), platforms (Web, Ios, Android), user rating (Not yet rated), category (Unknown).

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

  • Case management
  • Omnichannel routing
  • AI-powered bots
  • Field service
  • Self-service
  • Analytics
  • Salesforce CRM
  • MuleSoft

Only in ServiceNow

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

Both cover

  • Slack
  • SOC1
  • SOC2
  • ISO27001
  • HIPAA
  • FedRAMP
  • Web support
  • Ios support
  • Android support

What people use each for

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

Salesforce Service Cloud

  • Enterprise customer servicenot ServiceNow
  • Field servicenot ServiceNow
  • Self-service portalsnot ServiceNow
  • AI-powered supportnot ServiceNow

ServiceNow

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

Where each one falls short

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

Salesforce Service Cloud

  • The vendor's own pricing page as captured by the Internet Archive on 29 December 2021 listed four Service Cloud tiers billed annually per user per month in USD: $25, $75, $150 (Enterprise, marked most popular), and $300; add-ons such as Omni-Channel Supervisor cost an additional $75 per user per month and Google Apps/Outlook integration an additional $25 per user per month on lower tiers

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

$25/month
  • Essentials$25/month
    • Case management
    • Knowledge base
    • Web & email support
  • Professional$80/month
    • CTI
    • Omni-channel routing
    • Custom reports
  • Enterprise$165/month
    • Web API
    • Einstein AI
    • Workflow automation
  • Unlimited$330/month
    • 24/7 support
    • Configuration services
    • Premier success

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 if

  • You need case management.
  • You work on Web, Ios, Android.
  • You also want omnichannel routing.
Salesforce Service Cloud 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 or ServiceNow better?
Neither clearly leads. Salesforce Service Cloud 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 or ServiceNow?
Salesforce Service Cloud starts at $25/month and ServiceNow at On request.
Does Salesforce Service Cloud or ServiceNow run on more platforms?
Both run on Web, Ios, Android, so platform support will not decide this one for you.
What is Salesforce Service Cloud best used for?
Salesforce Service Cloud is most often used for enterprise customer service, field service, self-service portals, ai-powered support. Of those, enterprise customer service and field service are not what ServiceNow is typically brought in for.
What can Salesforce Service Cloud do that ServiceNow cannot?
Salesforce Service Cloud covers Case management, Omnichannel routing, AI-powered bots, Field service. ServiceNow covers ITSM, IT Operations, Customer workflows, Employee workflows. Both handle Slack, SOC1, SOC2, ISO27001.
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