Salesforce vs ServiceNow

Last updated: May 11, 2021

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Salesforce
Most-popular CRM. Easy collaboration. Proven cloud platform. Salesforce.com offers everything you need to transform your business into a Social Enterprise, so you can connect to customers and employees like never before. With no software or hardware to install, you're up and running—and seeing a positive impact on your business—quickly.
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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.
Salesforce vs ServiceNow in our news:

2021. ServiceNow leaps into applications performance monitoring with Lightstep acquisition



ServiceNow has acquired Lightstep, an applications performance monitoring startup. ServiceNow wants to take advantage of Lightstep’s capabilities to enhance its IT operations offerings. With Lightstep, the company should be able to provide customers with a way to monitor the performance of applications with the goal of detecting problems before they grow into major issues that take down a website or application. Lightstep is part of the application performance monitoring market with companies like Datadog, New Relic and AppDynamics, which Cisco acquired in 2017


2021. ServiceNow acquired RPA startup Intellibot



IT service management vendor ServiceNow became the latest company to take the robotic process automation (RPA) plunge. It has acquired India-based RPA startup Intellibot. The purchase comes at a time where companies are looking to automate workflows across the organization. RPA provides a way to automate a set of legacy processes, which often involve humans dealing with mundane repetitive work. The company can now bring RPA natively to the platform with this acquisition, yet still use RPA bots from other vendors if that’s what the customer requires.


2021. ServiceNow adds new no-code capabilities



ServiceNow, says that distributed work has advanced the idea of putting software building into the hands of every employee. So, the company has decided to develop a new area called Creator Workflows, which are designed to help workers build new workflows suited to their needs. It provides the main development environment where users can drag and drop the components they need to build workflows that make sense for them. The templates take that ease of use a step further by providing a framework for some common tasks.


2020. Salesforce announces new Service Cloud workforce planning tool



With a pandemic raging across many parts of the world, many companies have customer service agents spread out as well, creating a workforce management nightmare. To help answer that problem Salesforce is developing a new product called Service Cloud Workforce Engagement. Like many Salesforce products, this one is made up of several key components to deliver a complete solution. For starters, there is Service Forecast for Customer 360, a tool that helps predict workforce requirements and uses AI to distribute customer service requests in a way that makes sense. Next up is Omnichannel Capacity Planning, which helps managers distribute CSAs across channels such as phone, messaging or email wherever they are needed most based on the demand across a given channel. Finally, there is a teaching component that helps coach customer service agents to give the correct answer in the correct way for a given situation.


2020. Salesforce applies AI to workflow with Einstein Automate



Salesforce announced Einstein Automate, a new AI-fueled set of workflow solutions. Einstein is the commercial name given to Salesforce’s artificial intelligence platform that touches every aspect of the company’s product line, bringing automation to many tasks and making it easier to find the most valuable information on customers, which is often buried in an avalanche of data. Salesforce is also bringing into the mix MuleSoft, the integration company it bought for $6.5 billion in 2018. Instead of processes like a mortgage approval workflow, the MuleSoft piece lets IT build complex integrations between applications across the enterprise and the Salesforce family of products more easily.


2020. ServiceNow is acquiring Element AI, startup building AI services for enterprises



ServiceNow, the cloud-based IT services company, is making a significant acquisition today to fill out its longer-term strategy to be a big player in the worlds of automation and artificial intelligence for enterprises. It is acquiring Element AI, a startup building AI-based IT services for enterprises. The deal is the latest move for a company aiming to build a modern platform fit for our times. ServiceNow has been around since 2004, so it’s not strictly a legacy business, but all the same, it is vying to position itself as the go-to company for “digital transformation” — the buzz term for enterprise IT services this year, as everyone scrambles to do more online, in the cloud and remotely to continue operating through a global health pandemic and whatever comes in its wake.


2020. ServiceNow updates its workflow automation platform



ServiceNow today announced the latest release of its workflow automation platform. With this, the company is emphasizing a number of new solutions for specific verticals, including for telcos and financial services organizations. This focus on verticals extends the company’s previous efforts to branch out beyond the core IT management capabilities that defined its business during its early years. The company is also adding new features for making companies more resilient in the face of crises, as well as new machine learning-based tools.


2020. Salesforce beefing up field service offering with AI



Salesforce is adding some AI enhancements to its field service offerings that take advantage of this capability. For starters, the company announced Dynamic Priority. Certainly humans are capable of prioritizing a list of repairs, but by letting the machine set priority based on factors like service agreement type or how critical the repair is, it can organize calls much faster, leaving dispatchers to handle other tasks. Also Salesforce also wants to give the customer the same capability they are used to getting in a rideshare app, where you can track the progress of the driver to your destination. Appointment Assistant, a new app, gives customers this ability, so they know when to expect the repair person to arrive.


2020. Salesforce announces a new mobile collaboration tool for sales called Anywhere



Salesforce introduced a new tool called Salesforce Anywhere that’s designed to let teams collaborate and share data wherever they happen to be. As the pandemic took hold and the company saw how important collaboration was becoming in a digital context, the idea of an app like this took on a new sense of urgency. The idea is to move beyond the database and help surface the information that matters most to individual sales people based on their pipelines. Employees can share information across a team, and have chats related to that information. While there are other chat tools out there, this tool is focused on sharing Salesforce data, rather than being general purpose like Slack or other business chat tool.


2020. ServiceNow to acquire configuration management startup Sweagle



ServiceNow, which includes in its product catalog an IT Help Desk component, has acquired Sweagle, a configuration management startup based in Belgium. ServiceNow claims that there can be as many as 50,000 different configuration elements in a single enterprise application. Sweagle has designed a configuration data management platform with machine learning underpinnings to help customers simplify and automate that complexity. Configuration errors can cause shutdowns, security issues and other serious problems for companies.