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.
Deciding between Agentforce and ServiceNow for your business? Get an in-depth comparison of both platforms' AI capabilities and core features.
From IT and HR to the contact center and the field, Salesforce transforms service into engagement centers that empower your business to engage customers and employees in ways legacy ITSM was never designed to do.
You need more than workflows. You need intelligence, trust, and scale. Unify data, AI, CRM, workflows, and security all on one platform. So your teams can move faster, work smarter, and deliver the kind of seamless customer and employee experiences that set your business apart.
Point solutions limit automation. Agentforce breaks those boundaries. Extend your customer processes and workflows across the entire enterprise, and infuse every application with conversational AI built on your unified data.
Limited context limits performance. Data 360 breaks down data silos across your enterprise, empowering service, IT, and HR teams to handle cases and incidents faster and deliver the connected experiences today’s customers and employees expect.
Traditional IT tools slow teams down. Agentforce IT Service changes that. Built on a unified platform with agentic AI and conversational resolutions, it accelerates ITIL processes and empowers your teams to deliver faster, smarter support experiences.
Disconnected tools are a drag on employee productivity. With one unified platform for all your employees' HR and IT questions, your teams can get instant answers, take action, and access resources instantly - no matter where they work.
Power the shift from human-led to agentic service with Service Cloud. Customers using Service Portal deflect an average of 30% of cases and boost first-time fix rates by 31% with Field Service, transforming efficiency and experience across every channel and type of service.
Stop managing upgrades and start focusing on innovation. With Salesforce, you are always on the latest version, backed by decades of pretested, backward-compatible updates and near-zero downtime reliability.
Salesforce gives you the freedom to innovate your way. Customize with clicks, not code, extend functionality with hundreds of AppExchange solutions, and partner with our ecosystem of experts to create integrations and extensions that fit your exact business goals.
Source: 2024 Salesforce Success Metrics. Customers who switched from ServiceNow to Salesforce.
Data is aggregated from up to 362 customers across nine countries.
We chose Salesforce vs. ServiceNow and the other contenders because of the experience we were going to be able to provide with Service Cloud. And the data that we were going to be able to take action on.
Matthew PaupstVP, Global Technical Support, Crestron Electronics
Build and customize autonomous AI agents to support employees and customers 24/7. Set up AI agents for customers, employees, and IT teams fast with prebuilt templates, or customize with low-code. Define clear security guardrails and when to seamlessly escalate to human reps.
Meet employees and customers on their preferred channels, like voice, chat, SMS, Slack, Microsoft Teams and more for 24/7 resolutions conversationally.
Improve efficiency and scale quickly by automating frequent and complex processes. Fast-track work between people and departments by coordinating interrelated, multiteam processes into a single, streamlined workflow.
Instantly detect, prevent, and resolve critical incidents faster. A dynamic CMDB ensures a single, accurate source of truth for all assets and real-time dependencies.
Swarm with Agentforce and SMEs right in Slack alongside relevant context and knowledge. With Slack, you can automate tasks, integrate workflows to 2k+ apps, and collaborate via text, voice, video, and screenshare.
Power the future of field service with the #1 AI CRM for field service. Optimize field teams with our best-in-class scheduling engine and access to offline data. Improve field visits with trusted AI.
Grow trusted relationships, increase productivity, reduce cost to serve, drive personalization, and scale compliance on the #1 AI CRM for financial services.
Transform your business and operational systems with Communications Cloud. Streamline the quote-to-order process, improve time to market, and fuel seamless experiences at scale.
Unify and harmonize data on a compliance-enabled cloud and innovate faster with a low-code application platform, tailored for government agencies and their partners.
Purpose-built for providers, patients, members, and stakeholders to contextualize clinical and nonclinical data, automate processes, and get actionable AI.
Try Service Cloud free for 30 days. No credit card, no installations.
Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics — enabling companies to deliver exceptional customer service experiences.
Service Cloud is used by businesses of all sizes — across industries around the world — that require customer service and support capabilities and that are looking to streamline and enhance their customer service operations.
Service Cloud is the most complete and connected platform. Service Cloud drives agent productivity and increases customer satisfaction by connecting support tools into one easy-to-use platform that is integrated into the Salesforce Platform — which results in a unified and effective customer experience.
Customers see value in Salesforce's total cost of ownership and their ability to plan finances predictably. Investing in Salesforce guarantees continuous product updates and innovation delivered over seamless releases throughout the year; user-friendly interfaces; simplified configuration, admin, and maintenance; and access to a robust success ecosystem that includes ample free resources. Our editions are designed to minimize unforeseen additional expenses and ensure you right-size your investment based on your business's needs. For more information on pricing, visit our pricing page here.
Agentforce is Salesforce's toolkit to build and customize autonomous AI agents to support your employees and customers 24/7. Pre-built Agentforce Agents are ready to solve the tasks of their specific role out-of-the-box, reducing the time and complexity required with a custom build. You can also quickly configure any agent from scratch with existing Salesforce tools like prompts, flows, Apex, and APIs. Learn more about Agentforce Agents here.
Yes, Salesforce offers several options to integrate with a variety of ITSM solutions, inlcuding Cadalys (built on the Salesforce Platfom), Jira, SericeNow, and Aisera. Use Salesforce Data Cloud Connectors to ingest and unify data from ITSM into your CRM, solve for complex integration requirements with Mulesoft, or leverage a number of our AppExchange partners to solve for gaps your ITSM provider can’t meet.
