Salesforce Service Cloud vs ServiceNow


36
Salesforce Service Cloud
With the Service Cloud you can meet customers wherever they are—including social networks such as Facebook and Twitter. Your agents also benefit from employee social networks that help them work together like never before. And because you get all the features a social contact center needs, your customers experience amazing service on any channel.
30
ServiceNow
ServiceNow offers a portfolio of robust cloud-based products that automate and manage IT service relationships across the enterprise. Our products have the advantage of being built on a single cloud platform that consists of one user interface, one code base and one data model, delivering easy, automated upgrades. ServiceNow provides an intuitive and approachable user experience complete with expert services to accelerate time-to-value. ServiceNow free open-source alternatives are: osTicket, OTRS, Mantis
Comparing Salesforce Service Cloud vs ServiceNow is like comparing apples to oranges. Because your business is unique and nobody except you can decide, which is better for your company. But we can add some fun to your research and suggest some new comparison parameters.

Let's start with videos. We think that Salesforce Service Cloud has better video than ServiceNow



Ok, now let's compare the UI. Looks like Salesforce Service Cloud has more user-friendly interface than ServiceNow because it's bigger. At least on our screenshots


To compare the popularity of the solutions we counted how many alternatives people search for each of them on the Internet. And it turns out that ServiceNow is more popular than Salesforce Service Cloud

Now let's look at the recent activities of our competitors:

- Helpdesk provider ServiceNow bought a design firm (in 2017)
- Salesforce adds messaging to Service Cloud (in 2016)
- Salesforce Service Cloud adds new field service product (in 2016)
- Salesforce released its next generation Service Cloud (in 2015)
- Salesforce to add video support and new interface (in 2014)
- ServiceNow adds more Enterprise features (in 2014)
- Salesforce and Zoho launch support chat apps (in 2013)
- #OccupyTheEnterprise vs KLM Surprise: what will you choose? (in 2011)
- Salesforce acquired social Helpdesk service Assistly (in 2011)
- Salesforce Service Cloud 3 allows to help customers via live chat, Facebook, Twitter and Facetime (in 2011)

Looks like Salesforce Service Cloud was recently more active than ServiceNow (at least in our news). We also found some news, in which Salesforce Service Cloud and ServiceNow meet head to head:

2016 - Salesforce Service Cloud adds new field service product to challenge ServiceNow


Until now Salesforce left field service to third parties like ServiceMax. Calls have come into customer service and have been processed in Service Cloud. While there is a connection to the customer record to let sales see when the customer is having issues, there has been no direct way to connect this information to people out in the field; Salesforce wanted to close this gap. And yesterday they introduced a new field service product they have dubbed Field Service Lightning. Besides, Salesforce key competitors like Microsoft and Oracle have entered this market recently and Salesforce saw this was as a significant missing piece.

2011 - Salesforce acquired social Helpdesk service Assistly to win over ServiceNow


Salesforce seriously decided to become the leading provider of customer support solutions. Its own solution Salesforce Service Cloud is already almost flying to space, but its price is also too cosmic for small business. Therefore, in order to land SMBs, the company decided to buy (for $80 million) the one of the two most popular SaaS Helpdesk services - Assistly (the second - is Zendesk). Assistly fits perfectly into the Salesforce's new Social Enterprise concept. This service allows you to communicate with customers via Twitter, Facebook, client forum, live-chat as well as via traditional channels (email and phone). At the same time support people work in one simple interface. Also, Assistly is known for its original pricing: it's free for one helpdesk agent, and the additional agents can use the service on per-hour based model ($1/hour). So if no requests are coming to support - your company pays nothing for the helpdesk.