Introduction:
In this technological era, as we know that the customer experience is becoming the deciding factor for many businesses. The word “experience” does not mean that it consists of customer service but also a complete lifecycle of the user with that brand.
In the market to cater to these requirements, we have two cloud customer service engines: Salesforce and ServiceNow. Both of them offer many levels of services that are different, and some are similar.
Now, let’s walk through both of these programs. We are going to compare them to see which one can outshine the other one. In this blog, we have enlightened the vital aspects of Salesforce and ServiceNow that can help you to know both of these software.
Salesforce:
It is a cloud-based CRM (Customer Relationship Management) application. The main job of Salesforce is to handle and manage all the relationship aspects between an enterprise and its users, for instance, user deals, customer contact details, customer support requests, and so on.
Salesforce can also handle the storage of the people’s details and the seller’s company. Besides, it makes day-to-day activities easier for businesses. It helps enhance good relationships with the user, which is good for the growth of a company.
Salesforce supports four platforms – iPhone, web-based, Windows, and Android. Irrespective of its size, it is used by any enterprise because of its multi-platform support. Right from a call center to a top-notch MNC company, all are using products to enhance their user experience.
Salesforce Services:
Below are the top five Salesforce services.
- Sales
- Service
- Marketing
- Commerce
- Quip
- Analytics
1. Sales:
The sales services of Salesforce enable any organization’s sales teams to close the deals and handle them well.
It is used to increase productivity, and the pipeline which is used in Salesforce is filled with some solid leads. It can result in many wins without any hardware, software, or speed limits.
Salesforce CPQ (Price, Configure, Quote) – The Salesforce CPQ can automate billing, quoting, ordering, and contracting processes. The user can build easy and accurate quotes via CPQ. It has cleaner and faster proposals.
Sales Cloud – It is used to help in managing the contacts and trace several opportunities from different modes of a device, whether it is mobile or desktop.
Also Read: Salesforce Service Cloud Tutorial
2. Service:
The user can enhance the customer support from the self-service to a customer portal that can help the desk portal with Salesforce Service Solutions.
Field Service Lightning delivers productive, faster, and intelligent onsite support by connecting the whole workforce.
Service Cloud – It is known to be the customer service platform. It can enable the user to provide smarter and faster support to the users.
3. Marketing:
The Salesforce Data Management Platform is used to activate and store your information or data to construct healthy consumer relationships and provide valuable customer experience across every touchpoint.
Marketing Cloud – It makes most users interact via cross-channel and personalized customer journeys. It can also make the user experience exceptionally across mobile, advertising, web, social, and email.
Pardot is defined as the feature of automation that supports lead scoring, email marketing, etc.
4. Commerce:
Commerce Cloud Order Management – Through allocation logic, real-time inventory visibility, and order lifecycle management across many channels, it can give users a “service, buy, and fulfill anywhere” type of experience.
Commerce Cloud Digital – It is used to engage shoppers with innovative, personalized, and AI-powered commerce for promotions, marketing, merchandising across the mobile, web, social, and so on.
5. Quip:
It allows the customers to generate checklists, documents, and spreadsheets that can be shared with the entire team via Quip, and they can also edit those documents.
Lighting – It helps the user to build mobile and social applications using either code or click.
Salesforce Platform is known as the one-stop solution for managing, constructing, optimizing, and running applications using the same technology. It is one of the major factors behind the success of Salesforce.
Heroku Enterprise – It is an open-source cloud application that can be integrated with the data of Salesforce. It can support various types of languages like Python, Node.js, Ruby, Java, Scala, and many more.
Related Courses: Salesforce Service Cloud Training
6. Analytics:
Service Analytics – It is used to gain deep insights from the team’s performance, and all these insights can be converted into actions for enhancing the customer experience.
Sales Analytics – In Salesforce, the sales analytics can quickly acquire pipeline visibility that can uncover opportunities to grow the enterprise. Also, it uses Einstein Discovery in discovering the hidden insights and getting a good recommendation that makes selling smarter and faster.
ServiceNow:
It is known as the tool of IT Service Management that can be used to consolidate legacy systems, consolidate fragmented tools, and automates the process of service management.
Also, ServiceNow creates good experiences for users, employees, and customers by offering various services for HR, IT, security, customer service, software development, and many more. It follows the term “Fast deployment and Easy configuration.”
ServiceNow can integrate with other tools easily. It automates all the IT enterprise operations by creating a single record system for the processes within a company. It can also consolidate design, IT strategy, operation, and transition on the power cloud platform.
Types of products offered by ServiceNow:
1. IT Operations Management:
It converts all the IT operations from a reactive response to the proactive partner in the business. Also, it uncovers the visibility into end-end business services by knowing the relationship with the underlying IT resources.
It can also automate the remediation and IT process actions which in turn increase agility. Also, it is used to keep services healthy and engage in the multi-cloud strategy by offering enterprise-ready and self-service capabilities to cloud users.
- Cloud Management
- Discovery
- Operational intelligence
- Event Management
- Service Mapping
- Orchestration
2. IT Service Management:
It is very simple to configure and fast in deploying. IT service management is scalable with business needs. ITSM solutions are:
- Change and Release Management
- Benchmarks
- Asset and Cost Management
- Configuration Management
- Reports and Dashboards
- Knowledge Management
- Problem Management
- Incident Management
- Performance Analytics
- Survey and Assessment
- Agent Intelligence
- Request Management
- Service Level Management
3. IT Business Management:
The solutions of ITBM offer visibility into application and project portfolios. They can get financial insight, and hence it helps decide where to invest in supporting the company’s goals. The available solutions are:
- Financial Planning
- Financial Charging
- Financial Modeling
- Project Portfolio Management
- Demand Management
- Application Portfolio Management
- Test Management
- Agile Development
- Resource Management
4. Customer Service:
The available solutions of the customer service are:
- Intelligent Routing
- Case Management
- Agent Intelligence
- Visual Workflow and Automation
- Voice of the Customer
- Field Service Management
- Connection with Other Groups
- Issue Resolution
- Performance Analytics
- Omni Channel
Conclusion:
The choice between Salesforce and ServiceNow is completely dependent on the requirements of your business. Both are excellent in their services and support, but actually, they are not similar. According to your business situation and needs, choose Salesforce or ServiceNow. For any queries regarding Salesforce and ServiceNow, feel free to contact Gologica or call 8296960414.
