Agentforce vs. ServiceNow
Agents without the right data can't complete tasks reliably. With Agentforce, you can invest in a trusted agentic platform that meets all your needs and gets the job done.
Why You Should Choose Agentforce
Seamless upgrades without rebuilding
Agentforce delivers value with Salesforce’s multi-tenant architecture, making it easier and more cost-effective to upgrade and scale. With ServiceNow, users have to manually upgrade their foundational software each time.
Versatile, autonomous AI agents
Agentforce can act autonomously across any workflow via triggers like an API call or a change in data to complete complex tasks. ServiceNow focuses mostly on employee assistance use cases.
Decisions with real-time business data
Agentforce uses Data 360 to ground agents on structured and unstructured data from external systems, metadata, and a semantic layer at runtime. ServiceNow requires additional vendors to achieve this.
Access to all enterprise data
Agentforce can use Data 360 to ingest data at scale from any source and harmonize it for agent use. ServiceNow doesn’t offer native data unification functionality.
Fast agent creation with AI-powered builder
The Agentforce lifecycle is AI-powered, with AI-generated agent creation and test cases for building, deploying, and testing. This helps users go from idea to functioning agents faster.
Agents for any use case
Agentforce has rich customer data to power both employee and customer-facing agents, unlike ServiceNow.
AI agents in the #1 CRM
Agentforce is powered with a unified, 360-degree view of each customer with complete visibility into the full sales pipeline and service case context.
Customers who choose Agentforce report:
16
x
faster deployment
75
%
higher accuracy
7.5
x
faster model setup
Agentforce empowers some of the world's top organizations.
New research: Deliver AI agents 16x faster and 75% more accurately with Agentforce.
Agentforce vs. ServiceNow: what's so different?
| Agentforce | ServiceNow | ||
|---|---|---|---|
| Build | Pre-built agent templates, topics, and actions across multiple industries and verticals | ✔ | ✔ |
| Low-code and pro-code builder | ✔ | ✔ | |
| Transparent view into agent reasoning | ✔ | ✔ | |
| Deploy & Test | APIs and headless automation | ✔ | ✔ |
| Integrated AI agent testing solution | ✔ | Partial / Limited | |
| Testing metrics and analytics on central dashboard | ✔ | ✔ | |
| Supervise | Central command center for agents | ✔ | ✔ |
| Trace patterns across agent sessions | ✔ | Partial / Limited | |
| Seamless human escalations and handoffs | ✔ | ✔ | |
| Agent Reasoning | Cross-cloud reasoning | ✔ | ✔ |
| Dynamic problem solving | ✔ | ✔ | |
| Agent guardrail policy | ✔ | ✔ | |
| Advanced hybrid reasoning capabilities | ✔ | Partial / Limited | |
| Data Powering AI | Structured, unstructured, and complex data | ✔ | Partial / Limited |
| Harmonization | ✔ | Partial / Limited | |
| Real-time processing across customer touchpoints | ✔ | ✔ | |
| Zero-copy integrations to other platforms | ✔ | Partial / Limited | |
| Complete Agent Solution | Fast time to value | ✔ | Lengthy deployments |
| MCP and A2A support | ✔ | Partial / Limited | |
| Business intelligence | ✔ | Partial / Limited |
Salesforce vs. ServiceNow
Why choose Salesforce over ServiceNow? Because traditional IT service management (ITSM) can’t deliver the connected, intelligent experiences your business needs to stay ahead. Salesforce goes beyond service management; it connects every team, system, and AI agent on one trusted platform.
Learn more about AI agents and how they can help your business.
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FAQs
Customers choose Agentforce because it provides a low-code UI, prebuilt templates, and AI-native tools that simplify agent creation and deployment. Agentforce excels in customer-facing, cross-cloud automation, enabling faster time-to-value and seamless integrations.
Agentforce delivers better value through AI-native building tools, prebuilt solutions, and integration with Salesforce’s multi-cloud CRM. Unlike ServiceNow, which is primarily focused on internal workflows, Agentforce enables scalable, customer-facing AI agents that accelerate business outcomes with lower implementation complexity.
Agentforce works alongside your teams and customers to deliver autonomous AI agents powered by real-time business data. Embedded into Salesforce’s multi-cloud CRM, these agents orchestrate actions across customer touch points for smarter, faster decision-making.
Yes, Agentforce is leading the way with customers leveraging agents across industries, use cases, and segments to deliver real business outcomes.
No. Agentforce provides low-code and pro-code tools with an intuitive UI. ServiceNow requires deeper configuration for agent deployment, whereas Agentforce enables teams to build and deploy agents quickly and without specialized developer skills.
Salesforce offers predictable pricing with built-in tools and prebuilt integrations. ServiceNow’s upgrades, integrations, and operational complexity can add costs for organizations deploying customer-facing workflows.
Yes. Agentforce integrates with thousands of systems and applications via Salesforce’s AppExchange, enabling seamless connections with external platforms, including ServiceNow.
Agentforce handles structured, unstructured, and complex data formats, with zero-copy integrations and data harmonization. This enables personalized, cross-cloud experiences and smarter, data-driven decisions at scale.
Agentforce provides prebuilt templates, low-code tools, and cross-cloud integrations, enabling customers to build and deploy AI agents in weeks instead of months. ServiceNow deployments often require more configuration and orchestration, especially for customer-facing use cases.