Salesforce vs. ServiceNow: Which Will Be Right For You?

The success of a well-known business enterprise nowadays is primarily attributed to the client experience. Organizations have relationships with a specific service or brand throughout the customer’s life cycle. ServiceNow and Salesforce are the two most widely used customer service platforms, and both have demonstrated superior performance in all areas. They both offer a range of services, some comparable and others not. We should know the top features of Salesforce vs. ServiceNow and recommended methods. Let’s review each piece of software individually before evaluating them and see which performs better.

Salesforce vs ServiceNow: Which Will Be Right For You?

What is Salesforce?

Salesforce is a cloud-enabled customer relationship management (CRM) software. Its responsibility is to manage and handle all facets of a business’s interaction with its clients, such as client contact information, client transactions, client support requests, etc. With all your measurements and data, a CRM platform enables you to dig deeper; you can also create a dashboard that presents your data graphically.

Automation also allows for personalized outreach in addition to this. A CRM platform can also enhance customer service’s capacity to assist clients or a sales team’s outreach initiatives, which is a significant additional benefit. Additionally, Salesforce manages the archiving of user and seller organization information.

It simplifies day-to-day operations for customer-related firms. Further, it improves a customer’s relationship, which is advantageous for the company’s expansion. It works with the web, iPhone, Android, and Windows operating systems.

Any organization, regardless of size, uses him because of his multi-platform compatibility. All businesses, from call centres to software powerhouses like Google, use Salesforce products to improve customer experience.

Salesforce vs ServiceNow: Which Will Be Right For You?

Features of Salesforce?

Salesforce mainly provides three services: sales, service cloud, and marketing. The various features offered by Salesforce in performing these services are listed below:

1. Management of interactions

This feature evaluates the purchasers’ type preferences. Using the background of the consumers’ experiences generalizes the tendencies. This feature includes all of the data management activities.

2. Appointment

The marketing team, whose employees are in charge of managing a variety of campaigns to address various contacts and sales alarms, supports this capability. Setting sales alerts is their primary goal of improving the actual contact level with the consumer.

3. Sales Collaboration

Once the customer’s questions have been answered, the sales team’s collaboration allows an agreement to be formed based on their difficulties, and it then responds to the relevant authorities. One of the supporting initiatives is to include each unique semantics of the task into the client relationship or organization.

4. Occasion Management

The agreements involve reference, etc., using the product specifics, which can vary from location to location and experience to experience. Every statistic is logically examined with the use of transaction tracking and identification. The transaction now moves to the final level as a result.

5. Management of Performance

The primary objective of the quality management feature is the change performed to improve the appearance of the sale. Additionally, it tracks the effectiveness of responses and ensures the delivery of a statistic based on configuration.

Salesforce vs ServiceNow: Which Will Be Right For You?

What is ServiceNow?

An IT service management application called ServiceNow streamlines the managed services process by bringing together disparate tools and outdated systems. By offering various services for IT, HR, customer care, safety, software development, and more, ServiceNow improves the experience for users, workers, and clients.

The phrase “easy configuration, fast deployment” is used after it. It is simple to incorporate with other tools. ServiceNow automates all company IT operations by establishing a single record-keeping system for all internal IT activities. This system unifies IT strategy, development, transition, and process on a brilliantly straightforward cloud platform.

Features of ServiceNow

ServiceNow mainly provides four services: IT Operations Management, IT Business Management, IT Service Management, and Security. The various features offered by ServiceNow for performing these services are listed below:

1. No integration

It is among the essential tools that function alone. In essence, it is not simply a combination of many platforms. Additionally, it keeps up with several other integrations that serve on mobile and web versions. It proves that the applications produced by the service have been tried, tested, and released without errors or problems.

2. Program Testing

Automated authentication trials are utilized to improve the capability of disproving the risks of the new applications while enabling clients to follow their requests. Additionally, it facilitates the max amount of rollbacks by excluding the separate test files, which are one of the essential needs.

3. Scripting

Various tests are run to reflect user behaviour that a form initializes. It is then forwarded for authentication. A state is sent after the field values’ authentication processes are complete. A separate server-side scripting program can be used to carry out intricate JavaScript tasks.

Salesforce vs ServiceNow: Which Will Be Right For You?

Salesforce vs. ServiceNow

We will now compare Salesforce vs. ServiceNow based on certain aspects which are described below:

1. Services for sales and marketing teams

With two CRM products—Sales Cloud and Marketing Cloud—available to support the sales teams, Salesforce dominates this sector. ServiceNow cannot compete with Salesforce in this sector since it does not have a sales or marketing platform.

A lead database, pipeline management, and AI-driven lead qualification are all offered by Sales Cloud. You may segment and analyze your leads with Marketing Cloud and automate marketing campaigns. Furthermore, analytics data is offered by both Sales and Marketing Cloud.

Tableau, an analytics tool provided by Salesforce, allows for additional business analytics. This program will enable you to examine and glean insights from your complete Salesforce database, including your Service Cloud clients.

2. AI-driven features

Einstein AI is the name of Salesforce’s AI platform. It integrates with all Salesforce products to reduce inefficiencies, automate procedures, and offer predictive analytics. Similar to Einstein AI, ServiceNow’s Now Intelligence AI platform works.

On the side that interacts with consumers, it helps them by providing pertinent knowledge-based articles for self-service assistance and carefully assigning their requests to the appropriate experts.

Now Intelligence does not have several aspects that Einstein AI provides, namely its help to enterprises’ marketing and sales performance in lead qualification and campaign success prediction.

3. Uptime

Salesforce must “make commercially reasonable efforts to make the online Services available 24 hours a day, seven days a week,” as stated in the Salesforce Master Subscription Agreement. Salesforce also claims a 99.9% uptime rate. It may sound impressive, but it does suggest an annual downtime average of around 8 hours and 46 minutes.

ServiceNow’s 99.8% uptime guarantee indicates an average outage of 17 hours and 30 minutes. Any downtime more significant than this amount might be charged to ServiceNow and deducted from your subsequent bill. Salesforce is the winner in this area because it adheres to a stricter uptime promise.

4. Implementation Time

Implementing Salesforce can take weeks or months, depending on your team’s technical expertise, the number of products you have, and the level of customization you require. Three to four weeks are usually needed to integrate Salesforce.

Compared to ServiceNow, a product solution requiring little customization will take roughly four months to develop. Salesforce benefits from this, therefore.

5. Customer Support 

There are three customer support tiers in Salesforce. Salesforce Trailhead is included with the basic level of support. Customers can subscribe to the Premium tier to access 24/7 live phone help if they require more assistance. The Enterprise support tier allows proactive service and exposure to a personal account representative, one level above Premier.

All customers of ServiceNow have access to round-the-clock phone help, with country-specific numbers shown on the Contact Support page. We believe that ServiceNow’s assistance is a better choice for users on a tight budget because it effectively offers the very same thing as Salesforce’s premier service for free.

Despite the higher price, large-sized businesses would prefer the proactive assistance and special account representative provided in Salesforce’s enterprise tier.

Salesforce vs ServiceNow: Which Will Be Right For You?

Salesforce vs. ServiceNow: Which is better?

The feature sets of both items are remarkably similar. Although there are many things that Salesforce can do that ServiceNow cannot, there is nothing you can do with ServiceNow that you cannot somehow also do with a Salesforce product.

With 99.9% uptime as opposed to 99.8%, Salesforce has a minor performance advantage. It equates to about nine additional hours of uptime each year. More crucially, compared to ServiceNow’s minimum implementation time of four months, Salesforce has a much lower installation time of three to four weeks.

Because ServiceNow does not make its pricing information publicly available, we also gave Salesforce the advantage in terms of pricing. Trying to estimate what its expected price range is is practically impossible.


As reported by Gartner, Salesforce has a higher capability score, integration, and deployment score. Salesforce completely outshines ServiceNow in this comparison of Salesforce Vs. ServiceNow. Moreover, you can always go for Salesforce; whether it’s for customer support, uptime, performance, implementation time, AI capabilities, or Sales and Marketing services, it ultimately wins the battle over ServiceNow. But depending on the type of usage and requirements, you may also choose ServiceNow as the service provider. But in the general case, Salesforce seems to be better than ServiceNow. 

Salesforce Solution Architects are crucial in ensuring a successful, high-quality Salesforce implementation. The ‘Solution’ to the specified business requirements is ultimately the responsibility of the Solution Architect. A Salesforce Solution Architect primarily focuses their energy on, you guessed it, Salesforce. 

A Salesforce Architect is a dependable adviser and manager who collaborates with business executives and stakeholders to create the architecture and vision for a solution to an issue in business. They frequently serve as the professional team leader and aid in educating the group on industry best practices.

However, this will not necessarily imply that the role is more straightforward. What is required to become a “Solution Architect” on the Salesforce platform? What exactly does it include once you’re there?

Salesforce Solution Architect: What Makes Them Great?

What is a Salesforce Solution Architect?

Salesforce Solution Architect converts business requirements into a technological vision that groups of pro or low-code builders may implement. Additionally, architects create verification (POCs) which teams can develop further. It contrasts with Enterprise Architects, which would examine the entire system landscape and numerous technologies.

A Salesforce architect designs the participation in decision-making and data architecture for a Salesforce implementation. They will develop data and process linkages, develop technical solutions for identification and access, and create solutions considering high data volumes and data protection requirements.

Additionally, depending on the business use case, they suggest employing click, coding, or a combination of both to solve a problem. Architects are frequently the last line of defence for any production problems because they have extensive experience solving problems.

What Makes a Great Salesforce Solution Architect?

The most widely used customer experience platform worldwide is Salesforce. The number of customers the CRM handles at the $20 million price level has doubled over the past 12 months and has attracted countless new hires worldwide. Companies worldwide are now realizing what their teams can do when they have the correct Salesforce certification.

Companies need more than just the correct technology to take advantage of the best customer relationship management solutions; they also want staff members who can create custom solutions on the Salesforce platform.

Salesforce Solution Architect: What Makes Them Great?

The qualities required to be a great Salesforce Solution Architect are as follows:

1. Commitment to Salesforce

The most acceptable solution architects don’t take a simple Salesforce certification for granted. These experts are fervent believers in the technologies they employ to change industries. A person passionate about technology with a growth mentality will quickly adjust to the most recent Salesforce roadmap updates.

2. Problem-Solving mind

Interviewers concentrate on competency-based inquiries while creating the Salesforce solution architect questions in interviews because they will motivate candidates to demonstrate their problem-solving abilities. Solution architects must perceive the large picture in a commercial and CRM environment to develop long-term business support strategies.

3. Leadership Skills

You are one of the more experienced members of the project team because you are a solution architect. Eventually, your choices and solutions will determine whether or not that endeavour is a success. You have to be able to guide your group while also giving them the flexibility to carry out their duties and advance their careers.

4. Communication skills

The key to effective communication is clarity. Your project will fail if your team or client does not comprehend what you are attempting to accomplish. Understanding your audience is a part of the art of communication. Someone who has only recently started using Salesforce will look perplexed if you try to explain something technical to them.

5. Establish Trust

Again, building trust with your team and the client is crucial. Your client needs to know that if you have promised to supply something, it will be done promptly and to the specified standard. Projects can quickly change from good to awful if you lack this trust.

6. Keep Calm

Solution architects are under a lot of pressure to produce high-quality work. Your client, your staff, and your business are all watching you. There will be occasions when it feels overwhelming, but modelling good behaviour is essential. People are more inclined to become stressed if they witness you being stressed.

7. Be Personable

Solution architects without a sense of humour are uncommon.   Building solid relationships with clients and teams is crucial to completing a project successfully. Sometimes we work in stressful circumstances; therefore, as you produce high-quality work, having fun while working is okay.

Salesforce Solution Architect: What Makes Them Great?

How Salesforce Solution Architects Guide Planning and Preparations 

Solutions architects are primarily involved in the planning and preparation phase of the project. They perform three things to prepare for the implementation process:

1. Define The Data Model

Establish the data model. Consider them the landscapers of every piece of data you intend to add to your Salesforce organization. Technically, they decide how the data model’s objects should be associated with one another and how much each object must be arranged.

2. Determine how you will feed the data into your Salesforce organization

Solutions architects plan the mechanics of how data will move to and from your Salesforce organization after deciding how it will be categorized and stored. 

3. Provide Solutions

They start outlining the business needs for the Salesforce deployment at this point. During this phase, Solutions Architects examine each user story the project’s business analyst has created and identify the broad categories of work that the Technological Architect will fill in later.

Salesforce Solution Architect: What Makes Them Great?

Salesforce Solution Architects’ Challenges

Even though being a Solution Architect has its hurdles, the job is gratifying. Here are some difficulties you can run into as a Solution Architect if this is your chosen career path:

1. Not building anything

You step back and perform less configuration as you go to more senior positions. This links in with difficulty mentioned above. Since most employees learn things much more quickly through experience, adjusting to a new working method has been challenging. Trailhead is an intelligent approach to staying current and keeping your setup skills functional.

2. There is a lot more pressure

Everyone is putting more and more pressure on you to perform well as you move into more senior responsibilities. The argument is not best suited for you if you struggle under pressure.

3. Confidence

For as long as you’re taking it all in, it’s straightforward to remain silent in less senior roles, but as a Solution Architect, the customer is paying a high price, and they expect to receive their money’s value. The goal is to sound assured by what you’re saying.

4. Time Management

You guarantee the client that projects will be completed while working under tight deadlines. To ensure you can meet your delivery deadlines, you must manage your teams’ and your own time. Whether your project is agile or waterfall can affect this, but your time management should always be on target.

5. Keeping Salesforce on top of everything

Technology is continuously changing, including Salesforce. With three-year releases, it is pretty simple to lose track of what is feasible and what isn’t. Especially if you spend all your time completing projects, reading the latest update, blogs, videos, and whatever else you need to stay current.


Although it is not simple, the path to being a Salesforce Solution Architect is tremendously rewarding, personally and financially. Salesforce Solutions Architects establish an implementation project’s scope and timetable before being turned over to the Technical Architect. However, the work, the entire team, conducts later depends on their advocacy for adhering to SaSalesforce’sest practices. It will provide you access to a wide range of possibilities that you never even knew existed.

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