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ServiceNow vs Salesforce Service Cloud Comparison (2026)
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Good recommendations?
ServiceNow
4.5
(362)5
200
4
139
3
18
2
2
1
3
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Salesforce Service Cloud
4.5
(832)5
483
4
277
3
56
2
14
1
2
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Overview
ServiceNow is an IT service application platform-as-a-service provider that offers a range of ITSM products to automate & manage numerous IT enterprise services. ServiceNow can be used for cloud & virtualization lifecycle management, change orchestration, infrastructure discovery & IT governance.
Improve first-visit resolution with a complete field service solution for dispatchers, mobile workers, and managers. Deliver AI-powered scheduling and resource optimization, access to job schedules, van inventory, knowledge articles, and more — with or without internet.
- 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
User reviews
4.5
362
5
4
3
2
1
200
139
18
2
3
- Value for money
- Ease of use
- Features
- Customer support
78%
would recommend this app4.5
832
5
4
3
2
1
483
277
56
14
2
- Value for money
- Ease of use
- Features
- Customer support
73%
would recommend this appPros
“Its ability to centralize and automate workflows—everything from IT support tickets to HR and operations—making processes faster, more organized, and easier to manage in one platform.”
MW
Melinda W.
Owner
“The platform helps teams improve efficiency by automating approvals, routing requests, and managing incidents in a structured way.”
EV
Edwin V.
Dev Manager
“Regular patches and platform updates show that the product continues to evolve. While the learning curve and cost can be challenging, the long-term benefits in productivity, visibility, and process improvement make ServiceNow a valuable enterprise platform.”
EV
Edwin V.
Dev Manager
Pros
“It helps to do the case routing assignment and also the issue resolution can be automated, by freeing up agents to get more focus on bigger problems”
SB
Sachita B.
Certification course
“Between the chat functionality, call management, security, use cases for small to large businesses, and its high level of customizability...it's hard to beat this. While it does come at a premium cost, the sky is the limit with what it can do.”
AJ G.
Salesforce Administrator
“I used the platform to organize information, document communications, and ensure timely follow-up on tasks.”
KL
Kate L.
Sales
Cons
“Certain processes may involve multiple steps or screens, which can make simple requests feel less efficient.”
FG
Fernando G.
Talent Acquisition
“What I don’t like or like the least about service now is the interface is a bit complicated if you are not that technical especially the CSM or customer service management interface but other than that, everything is cool”
Gerrol C.
Client Operations Supervisor
“Whilst using ServiceNow, I do have connectivity issues occasionally where, I receive messages stating the conversation has timed out.”
Tom E.
Senior Frontend Developer
Cons
“I am not responsible for purchasing software, so I don't know how much Salesforce costs, but that seems to be a barrier within our company for how many people can have accounts, which is my least favorite thing about Salesforce.”
JT
Jeana T.
Executive Director
“If there is any downtime or issues with the system, this effectively brings the customers support requirements to a halt”
Claire E.
Sales manager
“I don't like how it's inefficient in the way it displays information where it's not customizable enough for only focusing on essential info without scrolling and switching tabs.”
OD
Olga D.
Pharmacist
- Vendor responds to reviews
- Last review6 days ago
- Vendor responds to reviews
- Last reviewa month ago
Key features
- Total features78
- AI Copilot
- API
- Access Controls/Permissions
- Accounting Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Appointment Management
- Approval Process Control
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Automated Routing
- Automated Scheduling
- Automatic Call Distribution
- Autoresponders
- Availability Management
- Billing & Invoicing
- Blended Call Center
- Budgeting/Forecasting
- CRM
- Calendar Management
- Call Center Management
- Call List Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Caller ID
- Campaign Management
- Canned Responses
- Capacity Management
- Case Management
- Catalog Management
- Change Management
- Chat/Messaging
- Chatbot
- Client Portal
- Code Enforcement
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Compliance Management
- Computer Telephony Integration
- Configurable Workflow
- Configuration Management
- Contact Database
- Contact Management
- Content Library
- Content Management
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Cost Management
- Cost Tracking
- Customer Complaint Tracking
- Customer Database
- Customer Experience Management
- Customer History
- Customer Management
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Data Mapping
- Data Storage Management
- Data Visualization
- Delivery Tracking
- Discussions/Forums
- Dispatch Management
- Document Management
- Document Storage
- Drag & Drop
- Driver Management
- Electronic Signature
- Email Alerts
- Email Management
- Email Templates
- Email Tracking
- Employee Database
- Employee Management
- Employee Scheduling
- Equipment Maintenance
- Event Logs
- Event Triggered Actions
- Feedback Management
- File Management
- File Sharing
- File Storage
- Financial Management
- Fixed Asset Management
- For Call Centers
- For Insurance Industry
- For iPad Devices
- Forms Management
- Fuel Tracking
- Full Text Search
- GPS
- Geotargeting
- Graphical User Interface
- HR Management
- Help Desk Management
- Historical Reporting
- IT Asset Management
- IT Asset Tracking
- IT Cost Management
- IT Incident Management
- IT Reporting
- IVR
- Impact Management
- Inbound Call Center
- Incident Management
- Incident Reporting
- Inspection Management
- Integrated Business Operations
- Integrated Development Environment
- Interaction Tracking
- Inventory Control
- Inventory Management
- Investigation Management
- Issue Auditing
- Issue Management
- Issue Tracking
- Job Costing
- Job Management
- Job Scheduling
- Job Tracking
- Knowledge Base Management
- Knowledge Management
- Labor Forecasting
- Lead Distribution
- Lead Management
- License Management
- Lifecycle Management
- Live Chat
- Live Driver Tracking
- Location Tracking
- Macros/Templated Responses
- Maintenance Scheduling
- Manual Dialer
- Mobile Access
- Mobile App
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Multi-Cloud Management
- Multi-Language
- Multi-Location
- Offline Form
- Online Forums
- Online Time Clock
- Order Management
- Order Tracking
- Outbound Call Center
- Payment Collection in the Field
- Performance Management
- Performance Metrics
- Performance Monitoring
- Permit Issuance
- Predictive Dialer
- Prioritization
- Proactive Chat
- Problem Management
- Progressive Dialer
- Project Management
- Purchasing & Receiving
- Quality Assurance
- Queue Management
- QuickBooks Integration
- Quotes/Estimates
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Real-time Consumer-facing Chat
- Records Management
- Relationship Mapping
- Release Management
- Reminders
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Request Assignment
- Resource Allocation
- Risk Alerts
- Risk Analysis
- Risk Assessment
- Route Optimization
- Search/Filter
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Status Tracking
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Task Management
- Ticket Management
- Version Control
- Workflow Management
- Total features180
- AI Copilot
- API
- Access Controls/Permissions
- Accounting Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Appointment Management
- Approval Process Control
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Automated Routing
- Automated Scheduling
- Automatic Call Distribution
- Autoresponders
- Availability Management
- Billing & Invoicing
- Blended Call Center
- Budgeting/Forecasting
- CRM
- Calendar Management
- Call Center Management
- Call List Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Caller ID
- Campaign Management
- Canned Responses
- Capacity Management
- Case Management
- Catalog Management
- Change Management
- Chat/Messaging
- Chatbot
- Client Portal
- Code Enforcement
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Compliance Management
- Computer Telephony Integration
- Configurable Workflow
- Configuration Management
- Contact Database
- Contact Management
- Content Library
- Content Management
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Cost Management
- Cost Tracking
- Customer Complaint Tracking
- Customer Database
- Customer Experience Management
- Customer History
- Customer Management
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Data Mapping
- Data Storage Management
- Data Visualization
- Delivery Tracking
- Discussions/Forums
- Dispatch Management
- Document Management
- Document Storage
- Drag & Drop
- Driver Management
- Electronic Signature
- Email Alerts
- Email Management
- Email Templates
- Email Tracking
- Employee Database
- Employee Management
- Employee Scheduling
- Equipment Maintenance
- Event Logs
- Event Triggered Actions
- Feedback Management
- File Management
- File Sharing
- File Storage
- Financial Management
- Fixed Asset Management
- For Call Centers
- For Insurance Industry
- For iPad Devices
- Forms Management
- Fuel Tracking
- Full Text Search
- GPS
- Geotargeting
- Graphical User Interface
- HR Management
- Help Desk Management
- Historical Reporting
- IT Asset Management
- IT Asset Tracking
- IT Cost Management
- IT Incident Management
- IT Reporting
- IVR
- Impact Management
- Inbound Call Center
- Incident Management
- Incident Reporting
- Inspection Management
- Integrated Business Operations
- Integrated Development Environment
- Interaction Tracking
- Inventory Control
- Inventory Management
- Investigation Management
- Issue Auditing
- Issue Management
- Issue Tracking
- Job Costing
- Job Management
- Job Scheduling
- Job Tracking
- Knowledge Base Management
- Knowledge Management
- Labor Forecasting
- Lead Distribution
- Lead Management
- License Management
- Lifecycle Management
- Live Chat
- Live Driver Tracking
- Location Tracking
- Macros/Templated Responses
- Maintenance Scheduling
- Manual Dialer
- Mobile Access
- Mobile App
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Multi-Cloud Management
- Multi-Language
- Multi-Location
- Offline Form
- Online Forums
- Online Time Clock
- Order Management
- Order Tracking
- Outbound Call Center
- Payment Collection in the Field
- Performance Management
- Performance Metrics
- Performance Monitoring
- Permit Issuance
- Predictive Dialer
- Prioritization
- Proactive Chat
- Problem Management
- Progressive Dialer
- Project Management
- Purchasing & Receiving
- Quality Assurance
- Queue Management
- QuickBooks Integration
- Quotes/Estimates
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Real-time Consumer-facing Chat
- Records Management
- Relationship Mapping
- Release Management
- Reminders
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Request Assignment
- Resource Allocation
- Risk Alerts
- Risk Analysis
- Risk Assessment
- Route Optimization
- Search/Filter
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Status Tracking
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Task Management
- Ticket Management
- Version Control
- Workflow Management
Integrations
- Total integrations77
- 3CLogic
- AlertOps
- Apiiro
- Apizee
- Apptio Platform
- Aria Platform
- BeyondTrust Remote Support
- BigID
- Bitbucket
- Bright Pattern
- CRM Analytics
- Checkmarx
- Coda
- Cofense PhishMe
- CrowdStrike
- DeepL Pro
- DomainTools
- Dynatrace
- Elastic Enterprise Search
- Expertflow Contact Center
- Fairmarkit
- Five9
- Gainsight CS
- GitHub
- Helpshift
- IBM Instana
- IFTTT
- InGenius
- Infocert Sign
- Iru
- JIRA Service Management
- Lacework
- LiveOps
- LogMeIn Rescue
- LogMeIn Resolve
- LogicMonitor
- ManageEngine Endpoint Central
- ManageEngine Remote Access Plus
- Metrikus
- Microsoft 365
- Microsoft Entra ID
- Microsoft SharePoint
- Natterbox
- NetBrain
- Netskope Active Platform
- New Relic
- NiCE CXone
- NinjaOne
- Norma by Quality Clouds
- ODBC Driver for ServiceNow
- ONEiO
- Okta
- OpsRamp
- PagerDuty
- Pentaho
- Ping Identity
- Qualys Cloud Platform
- Rubrik
- SAP S/4HANA Cloud
- SailPoint
- Salesforce Marketing Cloud
- Salesforce Platform
- Salesforce Sales Cloud
- Salesforce Starter
- ScienceLogic
- Silverfort
- Slack
- Smartling
- Snyk
- Sophos
- Splunk Enterprise
- Squadcast
- Tableau
- Talkdesk
- TeamViewer DEX
- TeamViewer Frontline
- TeamViewer ONE
- Teramind
- Terraform
- The Anomali Platform
- VBrick
- VMware Aria
- Vectra AI Platform
- Vonage Contact Center
- Webex Suite
- Whispir
- Workato
- Workforce Optimization (WFO)
- Zapier
- strongDM
- xMatters
- Total integrations16
- 3CLogic
- AlertOps
- Apiiro
- Apizee
- Apptio Platform
- Aria Platform
- BeyondTrust Remote Support
- BigID
- Bitbucket
- Bright Pattern
- CRM Analytics
- Checkmarx
- Coda
- Cofense PhishMe
- CrowdStrike
- DeepL Pro
- DomainTools
- Dynatrace
- Elastic Enterprise Search
- Expertflow Contact Center
- Fairmarkit
- Five9
- Gainsight CS
- GitHub
- Helpshift
- IBM Instana
- IFTTT
- InGenius
- Infocert Sign
- Iru
- JIRA Service Management
- Lacework
- LiveOps
- LogMeIn Rescue
- LogMeIn Resolve
- LogicMonitor
- ManageEngine Endpoint Central
- ManageEngine Remote Access Plus
- Metrikus
- Microsoft 365
- Microsoft Entra ID
- Microsoft SharePoint
- Natterbox
- NetBrain
- Netskope Active Platform
- New Relic
- NiCE CXone
- NinjaOne
- Norma by Quality Clouds
- ODBC Driver for ServiceNow
- ONEiO
- Okta
- OpsRamp
- PagerDuty
- Pentaho
- Ping Identity
- Qualys Cloud Platform
- Rubrik
- SAP S/4HANA Cloud
- SailPoint
- Salesforce Marketing Cloud
- Salesforce Platform
- Salesforce Sales Cloud
- Salesforce Starter
- ScienceLogic
- Silverfort
- Slack
- Smartling
- Snyk
- Sophos
- Splunk Enterprise
- Squadcast
- Tableau
- Talkdesk
- TeamViewer DEX
- TeamViewer Frontline
- TeamViewer ONE
- Teramind
- Terraform
- The Anomali Platform
- VBrick
- VMware Aria
- Vectra AI Platform
- Vonage Contact Center
- Webex Suite
- Whispir
- Workato
- Workforce Optimization (WFO)
- Zapier
- strongDM
- xMatters
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