ServiceNow v/s SalesForce Comparison

Businesses today run on a mix of tools and systems that several departments in a company utilize. The traditional business process management tools fail to provide centralized visibility. The need for unified workflow transparency has given rise to applications like ServiceNow and Salesforce. They not only meet modern-day demands but also prepare their customers for the future. 

Well-established in the SaaS industry, both ServiceNow and Salesforce have been growing strong every year. Salesforce’s third-quarter revenue in 2020 has increased to $4.5 billion, up by 33 percent year-over-year. Meanwhile, ServiceNow’s revenue in the first quarter of 2020 is $995 million, a similar year-over-year growth of 34 percent.  

Background 

ServiceNow is a cloud-based SaaS application mainly focussed on small to midsize businesses. Founded in 2003, the company aims to provide ITSM, ITOM, and ITBM services to customers. Though they cannot boast of featuring various tools like their competitors, ServiceNow has always concentrated more on quality than quantity.  

Meanwhile, the differentiating factor that Salesforce brings to the table is their remarkable way of discovering every customer's needs. Its services have grown to cater to clients from marketing, customer service, and eCommerce spaces. Though buyers need an expert to set the solution up for them, the application’s customizable features provide unique benefits to each business. It keeps increasing its list of loyal customers. 

ServiceNow v/s SalesForce - Differences in Features 

ServiceNow is an email system that integrates and populates features like a sidebar with your email client. The user-friendly interface has multiple fields, a search bar, and URLs. These all can be customizable based on your profile needs. It can be for you, a team, your client, or a business unit. With a centralized display system, you can track various components of your services at one go. Should you have network problems or face any anomalies, ServiceNow alerts and notifications keep you up-to-date about the situation. The downside is that it does not have many tools to work with. 

Though Salesforce has similar features, its Lightning version comes with Case Kanban. So, you can drag and drop according to your requirements. You can integrate with other Salesforce products and increase the list of available features. Its chatbot tool has the latest AI features. So, the solution can collect customer data and reflect it on a dashboard to improve your centralized visibility. You also get projections and suggestions from the Salesforce service desk to enhance your efficiency. The downside is that you must manually install the extra features. 

Featurewise Comparison between SalesForce and ServiceNow

 

ServiceNow 

 

 

Salesforce 

 

Platforms It Supports 

 

  • Web-based 
  • iPhone applications 
  • Android applications 

 

 

  • Web-based 
  • iPhone applications 
  • Android applications 

 

Customer Base 

 

  • Midsize businesses 
  • Large companies 

 

  • Freelancers 
  • Applicable to businesses small, midsize, and large 

 

 

Customer Support 

 

  • Phone 
  • Online 
  • Knowledgebase 
  • Video tutorials 

 

 

  • Phone 
  • Online 
  • Knowledgebase 
  • Video tutorials 

 

Differentiating Features 

 

  • API 
  • Activity Dashboard 
  • Ad hoc Query 
  • Agile Software Development 
  • Alerts / Escalation 
  • Approval Process Control 
  • Assessment Management 
  • Asset Management 
  • Assignment Management 
  • Automatic Notifications 
  • Availability Indicator 
  • Availability Management 
  • Capacity Management 
  • Change Management 
  • Client Portal 
  • Compliance Management 
  • Configurable Workflow 
  • Configuration Management 
  • Contract Management 
  • Cost Tracking 
  • Custom Development 
  • Custom Landing Pages 
  • Customizable Questions 
  • Data Filtering 
  • Data Import 
  • Data Mapping 
  • Data Visualization 
  • Dependency Tracking 
  • Diagnostic Tools 
  • Drag & Drop Interface 
  • Email Notifications 
  • Employee Portal 
  • Escalation Management 
  • Event Management 
  • Event Triggered Actions 
  • Filtered Views 
  • Graphical Workflow Editor 
  • Heatmap 
  • IT Asset Tracking 
  • IT Cost Management 
  • Incident Management 
  • Inventory Management 
  • Issue Management 
  • Issue Tracking 
  • Knowledge Base Management 
  • Labor Cost Reporting 
  • Lifecycle Management 
  • Meeting Management 
  • Multiple Projects 
  • Password Management 
  • Performance Management 
  • Performance Reports 
  • Portfolio Management 
  • Prioritizing 
  • Problem Management 
  • Progress Tracking 
  • Real Time Analytics 
  • Real Time Comparisons 
  • Real Time Data 
  • Real Time Reporting 
  • Real Time Updates 
  • Reporting & Statistics 
  • Request Routing 
  • Resource Allocation 
  • Resource Management 
  • Risk Alerts 
  • Risk Assessment 
  • SLA Management 
  • Search Functionality 
  • Self Service Portal 
  • Status Reporting 
  • Status Tracking 
  • Support Ticket Management 
  • Support Ticket Tracking 
  • Survey Management 
  • Surveys & Feedback 
  • Task Management 
  • Timeline Management 
  • Trend Analysis 
  • Vendor Management 
  • Version Control 
  • Workflow Management 

 

 

  • API 
  • Access Control 
  • Active Directory Integration 
  • Activity Dashboard 
  • Activity Tracking 
  • Alerts / Escalation 
  • Application Integration 
  • Approval Process Control 
  • Archiving & Retention 
  • Asset Management 
  • Assignment Management 
  • Audit Trail 
  • Authentication 
  • Automatic Notifications 
  • Availability Indicator 
  • CRM Integration 
  • Call Transfer 
  • Caller ID 
  • Case Management 
  • Categorization 
  • Chat 
  • Client Portal 
  • Collaboration Tools 
  • Collaborative Workspace 
  • Compliance Management 
  • Conferencing 
  • Contact History 
  • Contact Management 
  • Contract Management 
  • Custom Fields 
  • Custom Forms 
  • Customer Accounts 
  • Customer Activity Reporting 
  • Customer Database 
  • Customer Experience Management 
  • Customer History 
  • Customizable Branding 
  • Customizable Reporting 
  • Customizable Templates 
  • Data Import/Export 
  • Drag & Drop Interface 
  • Email Integration 
  • Email Notifications 
  • Email Response Control 
  • Email Templates 
  • Email Tracking 
  • Employee Communities 
  • Employee Portal 
  • Escalation Management 
  • Event Management 
  • Event Triggered Actions 
  • Feedback Collection 
  • Feedback Management 
  • Filtered Views 
  • Goal Setting / Tracking 
  • Guided Problem Solving 
  • History Tracking 
  • Incident Management 
  • Instant Messaging 
  • Issue Management 
  • Issue Tracking 
  • Job Scheduling 
  • Job Tracking 
  • Knowledge Base Management 
  • Lead Assignment 
  • Monitoring 
  • Multi-Channel Communication 
  • Multi-Channel Management 
  • Multi-Language 
  • Multi-Location 
  • Multiple User Accounts 
  • Online Forums 
  • Order Management 
  • Performance Management 
  • Performance Reports 
  • Permission Management 
  • Prioritizing 
  • Problem Management 
  • Real Time Monitoring 
  • Real Time Updates 
  • Records Management 
  • Remote Access 
  • Reporting & Statistics 
  • Request Routing 
  • Role Management 
  • Role-Based Permissions 
  • Rules-Based Workflow 
  • SLA Management 
  • SMS Integration 
  • Self Service Portal 
  • Single Sign On 
  • Social Media Integration 
  • Status Tracking 
  • Support Ticket Tracking 
  • Third Party Integration 
  • Two-Way Audio & Video 
  • Video Support 
  • Website Integration 
  • Work Order Management 
  • Workflow Management 

 

 

Integrations 

 

  • Box 
  • Opsgenie 
  • PagerDuty 
  • VMWare 
  • AirWatch 

 

 

  • Mailchimp 
  • Salesforce Sales Cloud 

 

Security 

 

  • SSL Security 

 

  • Encryption of sensitive data at rest 
  • HTTPS for all pages (web-based apps) 
  • Reports/alerts for security breaches 
  • Multifactor authentication options 

 

 

Pricing 

 

  • Starting Range: $100/month 
  • Free trial 
  • Subscription-based 

 

 

  • Starting Range: $25/month 
  • Free trial 
  • Subscription-based 
  • Plans: Lightning Essentials, Lightning Professional, Lightning Enterprise, Lightning Performance 

 

 

Industry 

 

  • Services 
  • Finance 
  • Communications 
  • Construction 
  • Healthcare 
  • Manufacturing 
  • Miscellaneous 

 

  • Services 
  • Manufacturing 
  • Healthcare 
  • Communications 
  • Finance 
  • Retail 
  • Energy and Utilities 
  • Government 
  • Media 
  • Miscellaneous 
  • Transportation 

 

Newsroom 

Salesforce is dominating Gartner’s Magic Quadrant for Sales Force Automation for the thirteenth time, according to the 2019 report. Interestingly, ServiceNow also has topped the chart again in Gartner’s Magic Quadrant for IT Service Management Tools, 2019, as it has done for six consecutive years. While Salesforce has been leading the market for a while, ServiceNow is a relatively new contender in the CRM space. 

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