Salesforce vs ServiceNow: Comparing CRM Software

salesforce vs servicenowTwo cloud customer service apps offering solutions for business, Salesforce and ServiceNow are both alternative choices to the popular Freshdesk app. Both provide a high level of service with differences and similarities.

An Overview of ServiceNow

ServiceNow provides an IT asset management solution good for any size business. The app offers plenty of services including real-time prioritization, asset management and compliance management. The app supports three platforms: web-based, Android and iPhone.

An Overview of Salesforce

A cloud-based CRM software created to make day-to-date activities for customer-related businesses easier, Salesforce offers plenty of tools and features. Four platforms are available, which are web-based, Android, iPhone, and Windows Phone.

Salesforce vs ServiceNow – Similarities

Both of these services offer some things in common. ServiceNow and Salesforce are both designed for businesses. Salesforce may have a slight edge with small businesses, but both are aimed at mid-sized and enterprise businesses.

The support options offered for Salesforce vs ServiceNow are pretty similar, as well. Salesforce and ServiceNow offer phone and online support, along with video tutorials and a knowledge base.

Salesforce vs ServiceNow – Differences

Some of the largest differences are found within the features. Salesforce has a few more features than ServiceNow, but they don’t offer the same features.

Even the features they offer in common are different. Here’s a look at the features from both applications.


  • 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


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

Overall, both applications offer a different set of features with a few in common. When it comes to choosing one over the other, it may depend on your specific needs.


An important factor when looking at Salesforce vs ServiceNow is the cost. ServiceNow starts at $100 per month and goes up from there, while Salesforce starts at $75 per month and goes up from there. Both come with a subscription model for pricing and a free trial.

Salesforce offers three pricing plans:

  • Lightning Professional – $75/month – Basic support and service for any size business
  • Lightning Enterprise – $150/month – Enterprise level service and support
  • Lightning Performance – $300/month – Ability to scale and align CRM for sales and service

The pricing for ServiceNow is a bit different with the base package starting at $110 per month. Volume discounts are available and end-user pricing is based on the scenario with a custom quote.

Overall Verdict for Salesforce vs ServiceNow

Salesforce may be more preferred by most businesses because it can be used on web-based, iPhone and on Android. ServiceNow cannot be used on iPhone or Android, but does provide support for the Windows Phone.

The choice between Salesforce vs ServiceNow really comes down to the needs of your business. Both provide a good choice for support and services, but they are not the same. It’s not like comparing apples to apples, but more like comparing apples to oranges. They are both customer service solutions fitting different types of customers.

There is no overall winner between the two. Matching ServiceNow or Salesforce to your specific business needs will provide you with the winner for your situation and business needs.

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