Difference Between Salesforce and Servicenow



Salesforce and ServiceNow are two popular CRM systems today for businesses today that can be used alternatively. Both offer a high level of services with a lot of features and functionalities. They are similar and different from each other in multiple aspects. The objective of this blog is to get down to the bottom of the Salesforce service cloud vs ServiceNow battle and make you familiar with both the CRM systems and help you in deciding which one should you adopt for your business services. But before jumping into Salesforce vs ServiceNow, let’s talk about them individually.

What is Salesforce?

This is a cloud-based CRM system that has been designed to make daily activities related to customers easy to manage and helps to maintain a long-term relationship with them. It offers plenty of services and features. The Android, web-based, Windows and iPhone platforms are supported by this CRM system. The six major offerings of Salesforce are given as below –

  1. Sales Cloud
  2. Service Cloud
  3. Marketing Cloud
  4. Chatter
  5. Analytics Cloud
  6. Salesforce1 app development

You can choose any of them based on requirements. Further, we have given a complete set of features that are offered by this amazing cloud-based platform these days.

Campaign Dashboard Campaign Management Case Management Contact Management Customer Database Customer Self Service Portal Customer Service Customer Support Tracking Dashboards Email Marketing Knowledge Base Lead Management Marketing Automation Multi-Channel Marketing Multi-Language Sales Automation Sales Reports Social Advertising Workflow Rules Management Collaboration Center Report Viewing

What is ServiceNow?

This CRM system offers IT asset management solution for almost any business instead of their sizes. There are plenty of features that are offered by this CRM system like compliance management, asset management, and real-time prioritization, etc. The Android, web-based, and iPhone platforms are supported by this CRM system.

Asset Management Billing and Invoicing Change Management Discover Change Management Software Contract Management Customer Survey Email Integration Incident Management ITIL Compliant Knowledge Base/FAQ LDAP/Active Directory Synchronization Mobile Integration Multi-Site Support Remote Control Access Reporting & Scheduling Rules/Workflows Self Service Portal Service Level Agreements

Difference Between Salesforce and ServiceNow

Here, you can see that many features are stated common while a few are different. SO, let us discuss first the similarities between two CRM systems – Salesforce vs ServiceNow.


Both platforms are suitable for any sized businesses either small, medium or large. Salesforce could have a slight edge for small businesses but they are pretty much suitable for medium or large-sized enterprises too. From the above discussion, you have already learned on features of both platforms. They both offer online support and delivering tutorials or knowledge in video format or PDFs.

Salesforce vs. ServiceNow – Pricing Structure

One of the major factors to consider when adopting a CRM system is Cost. The subscription of the ServiceNow CRM system starts from $100 onwards per month while subscription costs for the Salesforce system start from $75 onwards. Both have multiple subscription models and availing a free trial too for developers. Here is given the price structure for three Salesforce Lightning models –

  1. Lightning Professional – This edition offers the basic support and services for all sized business and the subscription cost is $75 per month.
  2. Lightning Enterprise – This edition offers the enterprise-level support and services and the subscription cost is $150 per month.
  3. Lightning Performance – This edition offers to scale and aligning CRM for sales and support services. The subscription cost here is $300 per month.

However, the pricing structure for ServiceNow is a little different and it starts from $100 per month onwards. There are attractive discounts are also available based on association and model for which you are taking the subscription.

Salesforce vs. ServiceNow: Pros and Cons

What are the Pros?

  • Salesforce is suitable for businesses having many departments and touching multiple points across departments. This is a common platform that can be used by different teams to share intelligent and precise information about customers in real-time. At the same time, ServiceNow is suitable for ticketing/prioritization queue from an incident management standpoint. This CRM system is easy to set up for sensible notification workflows and easy to integrate as well.
  • Salesforce is easy to use in terms of data inputting and data access. This CRM system makes easy to create dashboards, reports, set customizations based on individual customer needs, and the adoption rate for this CRM system is also very high. At the same time, ServiceNow follows the PaaS service model and highly suitable for app building and customization. Most importantly, the platform is leveraged with JavaScript programming language that is taken as popular scripting languages worldwide.

What are the Cons?

  • It is difficult to identify and find the owner when it comes to Salesforce. The emailing from an org-wide address is a little tricky when you are trying to make cc to other people.
  • It is difficult to upgrade the ServiceNow CRM system in critical situations. The price structure of this CRM system is less transparent and could be expensive in the end. The CRM system also lacks in native multi-tenancy features and hamper the deployments in worst cases.

Salesforce vs. ServiceNow: Usability

Salesforce is highly customizable and taken as the basic tool for case management that scales from small to large-sized businesses. It gives you the flexibility to work from home, hotel while traveling, etc. In this way, Salesforce is available everywhere today and gives wonderful support to mobile devices. Additionally, CRM has a wider knowledge base that leads to the utmost customer satisfaction in the future. Along with this, when it comes to Salesforce and ServiceNow integration, Salesforce is a bit ahead, which will be discussed in detail, later. When it comes to renewing capabilities, we are truly impressed by the versatility of the platform that can be upgraded in minutes. In terms of reliability and availability too, the CRM is ranked higher.

Let us discuss the usability of ServiceNow ahead. This CRM system is highly comfortable and easy to use. This is a web-based framework that can be accessed from anywhere even when you are sitting in your room and offers excellent service delivery models. When it comes to renewing the ServiceNow CRM system then it cannot be upgraded quickly and needs a lot of effort and experts’ assistance too. When it comes to reliability and availability, we have not heard any issues with the ServiceNow CRM system.

Salesforce vs. ServiceNow: Page loads and Support

Salesforce has excellent page loading time where apps are created quickly and they can be loaded too within minutes. When it comes to supporting, there is no support for free trials. To enjoy prompt support from executives, you have to upgrade yourself to Tier 3 to get an immediate answer. At the same time, page loads are also not an issue in ServiceNow CRM too. When it comes to supporting, this is the biggest strength of the Company with constant support and services. Each executive is intelligent, smart, and friendly.

Salesforce vs. ServiceNow: Third-party Integration

Now, let’s move on to talk about salesforce and ServiceNow integration with third parties. Salesforce can be integrated with almost every third-party app including google analytics, Gmail, Yahoo and more. You should know the proper process or steps to complete the integration. Also, this is ranked as the number one CRM system in terms of customizations, configurations, and integrations. At the same time, ServiceNow is difficult to integrate and needs a lot of efforts and expert assistance all the time. The next important term to consider here is the Return on Investment.

ROI in both cases is faster and can be achieved in a short time span when the solution is implemented correctly. With Salesforce, managing customers is a little easier and helps in the long-term association while ServiceNow does not provide enough information about customers. The overall rating when it comes to salesforce and ServiceNow integration with third parties for Salesforce is 9 out of 10 while ServiceNow is given 8 based on discussion and detailed research over the web. The choice is completely yours which one suits you the most based on your business requirements.

In the last section, check the overall verdict for a better idea of the adoption. Before that, take a look at the ServiceNow vs salesforce Gartner ratings!

As it is clear from the picture, according to the servicenow vs salesforce Gartner ratings, the competition is neck to neck!


Salesforce is preferred mostly by small-scale businesses and it can be used on any platform like web-based, Android or iPhone platforms. At the same time, ServiceNow is not suitable much for iPhone or Android but it is a good choice for Windows platform.

However, the real choice of CRM systems majorly depends on the needs of your business. Both offer a large set of features and service but they are not exactly the same. This is not like comparing two apples but comparing an apple with an orange. They offer customer-oriented services and are suitable for different types of businesses worldwide.

Hence, there is no overall winner of the salesforce vs. ServiceNow battle. The ServiceNow vs salesforce Gartner ratings are also proof for this! Matching your business needs and requirements will give you the winner for the situation. We wish you luck in making the right decision here!

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