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. 

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