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ServiceNow vs Salesforce Sales Cloud Comparison

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Overview

Category Leaders

ServiceNow is an IT service application platform-as-a-service provider that offers a range of ITSM products to automate...

Category Leaders

Salesforce Sales Cloud is a cloud-based Customer Relationship Management (CRM) application from Salesforce. Sales Cloud helps...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.4

165

5

4

3

2

1

90

61

10

1

3

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
would recommend this app

5

4

3

2

1

9.5K

6.1K

1.4K

259

154

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
would recommend this app

Pros

It’s far better than the last ITSM tool- Remedy on terms of efficiency and usefulness. Integrating with other tools is most popular in SNOW with easy REST API.
The best feature I liked about its workflows, the way it is implemented in a backend process for tasks, approvals , and autopopulating required fields etc are signs of great features.
Very nice enviroment, useful tools, good managment, many users in support like this web based tool in many companies I've been worked in.

Pros

Helping to bring the business up to date with a system that is modern and innovative. It is user friendly and easy to add new functionalities to it according to the business needs.
As a socially responsible company, it feels good to support another company like Salesforce that is committed to these values too.
Salesforce remains the best CRM application for growing our business because of the amazing features. Integration of third-party and add-on options it offers.

Cons

New users need to be oriented on how to navigate through this tool because it is quite confusing and intimidating to users at first.
Capacity Management is still a missing factor in ServiceNow though demand management can be somehow captured through projects.
Some out-of-box examples really don't match up to any organizations needs and leave you wanting more.

Cons

Terrible experience I wouldn't recommend to even our biggest competitor, Salesforce is totally unintuitive and with very bad UX. Expensive, hard to use and hard to manage.
There are times when the automation fails and gives back inaccurate data. We have to trouble shoot almost weekly to figure out what happened.
The only negative aspect I've encountered while utilizing SalesForce is that saving entered data is not done automatically and can lead to losing work.
  • Vendor responds to reviews
  • Last review17 days ago
  • Vendor responds to reviews
  • Last review2 days ago

Key features

  • Total features66
  • "What If" Scenarios
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Accounting Integration
  • Activity Dashboard
  • Activity Tracking
  • Ad hoc Reporting
  • Agent Management
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Appointment Scheduling
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audience Targeting
  • Auto-Dialer
  • Automated Routing
  • Automatic Call Distribution
  • Availability Management
  • Batch Processing
  • Bid Management
  • Budgeting/Forecasting
  • Business Card/Badge Scanning
  • Business Process Control
  • Buyer Management
  • CRM
  • Calendar Management
  • Calendar Sync
  • Calendar/Reminder System
  • Call Center Management
  • Call List Management
  • Call Logging
  • Call Management
  • Call Monitoring
  • Call Recording
  • Campaign Analytics
  • Campaign Management
  • Campaign Planning
  • Capacity Management
  • Cataloging/Categorization
  • Change Management
  • Change Order Management
  • Channel Management
  • Chat/Messaging
  • Client Management
  • Client Portal
  • Client Tracking
  • Client/Property Matching
  • Collaboration Tools
  • Commenting/Notes
  • Commission Management
  • Communication Management
  • Competitive Analysis
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Delivery
  • Content Management
  • Contract/License Management
  • Conversion Rate Optimization
  • Conversion Tracking
  • Correlation Analysis
  • Cost Tracking
  • Customer Database
  • Customer Engagement
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Social Profiles
  • Customer Support
  • Customer Surveys
  • Customizable Branding
  • Customizable Fields
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Management
  • Data Mapping
  • Data Storage Management
  • Data Synchronization
  • Data Visualization
  • Deal Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Dynamic Modeling
  • ERP
  • Electronic Signature
  • Email Management
  • Email Marketing
  • Email Response Control
  • Email Templates
  • Email Tracking
  • Employee Management
  • Engagement Tracking
  • Estimating
  • Exception Reporting
  • FAQ
  • Field Sales Management
  • Financial Management
  • For AEC Industry
  • For Insurance Industry
  • For Mac Devices
  • For Real Estate
  • For Real Estate Agencies
  • For Sales Teams/Organizations
  • For Small Businesses
  • For Startups
  • For iPad Devices
  • Forecasting
  • Goal Management
  • Graphical Data Presentation
  • IT Asset Management
  • IT Asset Tracking
  • IT Cost Management
  • IT Reporting
  • Impact Management
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Internal Chat Integration
  • Inventory Management
  • Issue Auditing
  • Job Costing
  • Job Scheduling
  • Key Performance Indicators
  • Knowledge Base Management
  • Knowledge Management
  • Landing Pages/Web Forms
  • Lead Capture
  • Lead Distribution
  • Lead Generation
  • Lead Management
  • Lead Nurturing
  • Lead Qualification
  • Lead Segmentation
  • License Management
  • Lifecycle Management
  • Listing Management
  • Live Chat
  • MES
  • Macros/Templated Responses
  • Maintenance Management
  • Marketing Automation
  • Material Requirements Planning
  • Medical History Records
  • Meeting Management
  • Mobile Access
  • Modeling & Simulation
  • Monitoring
  • Multi-Campaign
  • Multi-Channel Marketing
  • Multi-Currency
  • Opportunity Management
  • Patient Communications
  • Patient Management
  • Performance Management
  • Performance Metrics
  • Performance Monitoring
  • Physician Management
  • Pipeline Management
  • Pipeline Reports
  • Predictive Analytics
  • Presentation Tools
  • Prioritization
  • Problem Management
  • Product Catalog
  • Progress Tracking
  • Project Management
  • Project Time Tracking
  • Project Tracking
  • Projections
  • Proposal Generation
  • Proposal Management
  • Prospecting Tools
  • Purchase Order Management
  • Quality Management
  • Quotes/Estimates
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recommendations
  • Referral Tracking
  • Relationship Mapping
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Request Escalation
  • Role-Based Permissions
  • Routing
  • Safety Management
  • Sales Activity Management
  • Sales Approval
  • Sales Automation
  • Sales Forecasting
  • Sales Onboarding & Training
  • Sales Pipeline Management
  • Sales Reports
  • Sales Trend Analysis
  • Scheduling
  • Search/Filter
  • Segmentation
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Shared Contacts
  • Shipping Management
  • Social Media Integration
  • Source Tracking
  • Statistical Analysis
  • Status Tracking
  • Subcontractor Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Task Scheduling
  • Template Management
  • Territory Management
  • Third Party Integrations
  • Training Management
  • Transaction Management
  • Version Control
  • Visual Analytics
  • Warranty Tracking
  • Web-based Deployment
  • Workflow Configuration
  • Workflow Management
  • XML/RSS
  • Total features207
  • "What If" Scenarios
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Accounting Integration
  • Activity Dashboard
  • Activity Tracking
  • Ad hoc Reporting
  • Agent Management
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Appointment Scheduling
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audience Targeting
  • Auto-Dialer
  • Automated Routing
  • Automatic Call Distribution
  • Availability Management
  • Batch Processing
  • Bid Management
  • Budgeting/Forecasting
  • Business Card/Badge Scanning
  • Business Process Control
  • Buyer Management
  • CRM
  • Calendar Management
  • Calendar Sync
  • Calendar/Reminder System
  • Call Center Management
  • Call List Management
  • Call Logging
  • Call Management
  • Call Monitoring
  • Call Recording
  • Campaign Analytics
  • Campaign Management
  • Campaign Planning
  • Capacity Management
  • Cataloging/Categorization
  • Change Management
  • Change Order Management
  • Channel Management
  • Chat/Messaging
  • Client Management
  • Client Portal
  • Client Tracking
  • Client/Property Matching
  • Collaboration Tools
  • Commenting/Notes
  • Commission Management
  • Communication Management
  • Competitive Analysis
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Delivery
  • Content Management
  • Contract/License Management
  • Conversion Rate Optimization
  • Conversion Tracking
  • Correlation Analysis
  • Cost Tracking
  • Customer Database
  • Customer Engagement
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Social Profiles
  • Customer Support
  • Customer Surveys
  • Customizable Branding
  • Customizable Fields
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Management
  • Data Mapping
  • Data Storage Management
  • Data Synchronization
  • Data Visualization
  • Deal Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Dynamic Modeling
  • ERP
  • Electronic Signature
  • Email Management
  • Email Marketing
  • Email Response Control
  • Email Templates
  • Email Tracking
  • Employee Management
  • Engagement Tracking
  • Estimating
  • Exception Reporting
  • FAQ
  • Field Sales Management
  • Financial Management
  • For AEC Industry
  • For Insurance Industry
  • For Mac Devices
  • For Real Estate
  • For Real Estate Agencies
  • For Sales Teams/Organizations
  • For Small Businesses
  • For Startups
  • For iPad Devices
  • Forecasting
  • Goal Management
  • Graphical Data Presentation
  • IT Asset Management
  • IT Asset Tracking
  • IT Cost Management
  • IT Reporting
  • Impact Management
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Internal Chat Integration
  • Inventory Management
  • Issue Auditing
  • Job Costing
  • Job Scheduling
  • Key Performance Indicators
  • Knowledge Base Management
  • Knowledge Management
  • Landing Pages/Web Forms
  • Lead Capture
  • Lead Distribution
  • Lead Generation
  • Lead Management
  • Lead Nurturing
  • Lead Qualification
  • Lead Segmentation
  • License Management
  • Lifecycle Management
  • Listing Management
  • Live Chat
  • MES
  • Macros/Templated Responses
  • Maintenance Management
  • Marketing Automation
  • Material Requirements Planning
  • Medical History Records
  • Meeting Management
  • Mobile Access
  • Modeling & Simulation
  • Monitoring
  • Multi-Campaign
  • Multi-Channel Marketing
  • Multi-Currency
  • Opportunity Management
  • Patient Communications
  • Patient Management
  • Performance Management
  • Performance Metrics
  • Performance Monitoring
  • Physician Management
  • Pipeline Management
  • Pipeline Reports
  • Predictive Analytics
  • Presentation Tools
  • Prioritization
  • Problem Management
  • Product Catalog
  • Progress Tracking
  • Project Management
  • Project Time Tracking
  • Project Tracking
  • Projections
  • Proposal Generation
  • Proposal Management
  • Prospecting Tools
  • Purchase Order Management
  • Quality Management
  • Quotes/Estimates
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recommendations
  • Referral Tracking
  • Relationship Mapping
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Request Escalation
  • Role-Based Permissions
  • Routing
  • Safety Management
  • Sales Activity Management
  • Sales Approval
  • Sales Automation
  • Sales Forecasting
  • Sales Onboarding & Training
  • Sales Pipeline Management
  • Sales Reports
  • Sales Trend Analysis
  • Scheduling
  • Search/Filter
  • Segmentation
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Shared Contacts
  • Shipping Management
  • Social Media Integration
  • Source Tracking
  • Statistical Analysis
  • Status Tracking
  • Subcontractor Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Task Scheduling
  • Template Management
  • Territory Management
  • Third Party Integrations
  • Training Management
  • Transaction Management
  • Version Control
  • Visual Analytics
  • Warranty Tracking
  • Web-based Deployment
  • Workflow Configuration
  • Workflow Management
  • XML/RSS

Integrations

  • Total integrations390
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite
  • Total integrations1318
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite

User reviews that mention these apps

AvatarImg
AvatarImg

Barry K.

Verified reviewer

Hospital & Health Care, 1,001-5,000 employees

Used monthly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

ServiceNow logo

ServiceNow

Second2None

Reviewed 8 months ago

I like using it and it has its own cloud based backup and progress is never lost and I know my hospital coworkers love it

Pros

One page and graph to show me my budget and how it compares to what my department (clinical eng) spends monthly compared to the monthly budget

Cons

The only con I can speak of is that the software is somewhat pricey

ES
AvatarImg

Erick S.

Information Technology and Services, 5,001-10,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

ServiceNow logo

ServiceNow

ServiceNow impressions and feedback

Reviewed a year ago

I use it for my job on a daily basis to create and fill incident tickets and escalate them to the proper channels if needed.

Pros

As a cloud hosted software, it is easy to track incidents, any depreciation and assets that belongs to users.It also can be customized with multiple support options. The reports are also easily customizable and easy to understand.

Cons

The navigation panel can be a mind-boggling experience to use plus the software does not offer On-premises features plus it is relatively expensive upcost wise.

AvatarImg
AvatarImg

Chetan T.

Verified reviewer

Broadcast Media, 5,001-10,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

ServiceNow logo

ServiceNow

The super-APP for a large organization

Reviewed 5 months ago

My overall experience with SNOW has been good. There are platforms that are equally good, if not slightly better, but this would be my choice if I was running an organization of 1000+ employees. The user journeys can be confusing but if the pages are set up correctly and maintained, this app can be a boon for companies who are encouraging using SNOW and treating it as a homepage for all internal sites (like a company intranet). The platform allows third party integrations with Okta, Slack and Salesforce and also custom applications that can be hosted and run off SNOW.

Pros

I have been using ServiceNOW (SNOW going forward) for over 3 years at Nielsen now. The platform holds together a ticketing platform, a custom-built application, self-help, service desk contact information, and knowledge base articles. Our organization also has some integrations with our HR, IT and Finance systems and require a little more maintenance as we are currently committed to another well-established platform. My tickets are always visible, my approvals, etc widgets are very useful too. The portal is light, so it is fast and it also connects seamlessly with Okta.

Cons

Employees tend to get confused if the widgets are not correctly set up under the relevant sections of SNOW. The roll out time is quick, but the set up is the larger task. Custom applications running on SNOW can be a little buggy at times. The platform can turn into a administration nightmare if it is not maintained well.

AvatarImg
AvatarImg

Vincent L.

Consumer Goods, 10,001+ employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

ServiceNow logo

ServiceNow

Really helped our team manage requests and tickets

Reviewed 4 years ago

Great. Definitely recommend this for large businesses with multiple different departments and employees where you need to have a reasonably large IT department to hep process application requests, troubleshooting and equipment requests and more!

Pros

The ease in which it kept track and managed IT ticket requests. You could easily see the queue and also do tons of data analytics from response times, to ticket requests per month per department, and how often tickets had to be escalated. The cloud-based platform really helps your reomte workers have access to a live database that was updated and always "correct." This was also extremely affordable for all the different capabilities it added.

Cons

The service technicians aren't always available as spelled out in the service agreement. Luckily we didn't have issues with this often and we were able to resolve issues on our own or could wait it out until it was fixed.

JW
AvatarImg

Jahan W.

Education Management, 1,001-5,000 employees

Used weekly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

Share this review:

Salesforce Sales Cloud logo

Salesforce Sales Cloud

Not so easy to use the servicenow application by salesforce.

Reviewed 6 years ago

Better product than others.

Pros

It has wide variety of features and multiple platforms. The best part about the software(servicenow) is its GUI. It takes a while to understand but now I know it has all features in it.

Cons

It looks like it has all the features in it but difficult to understand how it works. I use the servicenow by salesforce as a ticketing tool and it took me time to get a grip on it.

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

Computer Software, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Salesforce Sales Cloud logo

Salesforce Sales Cloud

Salesforce is Expensive Garbage

Reviewed 3 years ago

I have had nothing but an awful experience with Salesforce. They are a garbage product and will fade away in this Fourth Industrial Revolution. Keep your eye out for emerging stars in the space like Zendesk and ServiceNow.

Pros

The entire experience of buying Salesforce was horrible. The account executive sounded like a used car salesman and was extremely pushy. Not to mention after Salesforce takes your money, it is a sell and go operation.

Cons

*Salesforce is convinced they are the operational central nervous system essential for any realm of business Example: Manufacturing Cloud - Salesforce attaches "Cloud" to any vertical they sell into and claim to configure their CRM specific to the category they are selling into. *Salesforce is awfully expensive and fees are continuously tacked on year over year.

AvatarImg
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Ramesh M.

Verified reviewer

Computer Software, 5,001-10,000 employees

Used weekly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Salesforce Sales Cloud logo

Salesforce Sales Cloud

Salesforce Review

Reviewed 4 years ago

Out Organization uses Salesforce since long but due to Optimization and simple design , it does suit for 24X7 support company , it needs lot more analytics ,alerts and real time matrix TATs. We just decide to go for Servicenow because of this.

Pros

Easy to Implement and manage Customization is good part of this tool Knowledge Article and Incident Management capability is good Very Simple design makes things sometimes better

Cons

Looks too bulky Complex to Navigate from different sections Design and fonts are not user friendly Sometimes very slow and Incident/Request search functionality is not up to the mark

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

Consumer Services, 501-1,000 employees

Used other for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Salesforce Sales Cloud logo

Salesforce Sales Cloud

SalesForce is very easy to use

Reviewed 3 years ago

I used SalesForce for a couple of years, I think around (2 years+) I used it daily for my job as an Education Support Specialist, until we transitioned into ServiceNow. Based on my experience using SalesForce, overall, it's easy to use, it's easy to navigate and it's literally not complicated.

Pros

SalesForce is indeed very easy to use, user interface looks great and easy to navigate.

Cons

I would say the design on the software, it's just basic.

AR
AvatarImg

Anonymous Reviewer

Verified reviewer

Computer & Network Security, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Salesforce Sales Cloud logo

Salesforce Sales Cloud

Outstanding SaaS Application

Reviewed 5 years ago
Pros

This application can scale to any business of any size. It's unique and customized environment can be curtailed to any industry. Once inside, it is very easy to navigate from task to task. This application also integrates with other software and services, such as FedEx shipping tool and ServiceNow. Having that integration streamlines your business and creates less touch points between interdepartmental communication creating a more effective process for your clients/end user.

Cons

This software is extremely expensive to implement and make unique to your business. It requires a serious investment in consultants and developers time to make sure it works correctly and effectively for your business. If you hire a sub-par shop to implement this for you, you will pay for it dearly in the long run by having to improve bugs constantly.

AS
AvatarImg

Arpan S.

Verified reviewer

Computer Software, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Salesforce Sales Cloud logo

Salesforce Sales Cloud

Very Complex, Powerful, Filled with Endless Possibilities

Reviewed 4 years ago

- A single container that can be used to track every possible information about clients/employees, providing one has the right skills!

Pros

- The platform can be highly customized according to one's needs. - Great integration with third party apps. - Interface is highly intuitive, simple, and easy to use. - Software is very reliable and powerful. - Cloud based CRM, meaning it can be accessed anywhere and anytime, providing one has the internet connection.

Cons

- Very complex. Be ready to spend countless hours navigating the official documentation for answers when one gets stuck. Some things might not work correctly even after following all the steps listed in the documentation. - A great amount of training is required for a beginner to understand how the different pieces of the software fits together. - Reporting features are not as great as ServiceNow (another CRM).