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—Salesforce vs Servicenow—

Choosing the Right Platform:

Salesforce vs ServiceNow

Determine which platform suits your business needs


In today’s dynamic business landscape, efficient management of sales, service, and operations is crucial. Two industry giants, Salesforce and ServiceNow, offer cloud-based solutions to empower businesses. But which one is right for you? Here’s a comprehensive breakdown of Salesforce vs ServiceNow, exploring features, pricing, functionalities, and alternatives to help you make an informed decision.

What is Salesforce?

salesforce logo

Salesforce is a leading cloud-based Customer Relationship Management (CRM) platform encompassing a wide range of functionalities. It caters to businesses of all sizes, offering solutions for:

  • Sales & Marketing: Manage the entire sales cycle, automate marketing campaigns, and personalize customer interactions.
  • Customer Service: Provide exceptional customer service through ticketing systems, knowledge bases, and live chat functionalities.
  • Analytics & Reporting: Gain valuable insights into customer behavior, sales performance, and marketing campaign effectiveness.

salesforce home page

What is ServiceNow?

servicenow logo

ServiceNow is an online platform made for helping businesses manage their services and IT needs. It helps make work easier, automates tasks, and makes services better for companies.

Here are some core ServiceNow features:

  • Incident Management: Track and resolve incidents efficiently, ensuring minimal disruption to operations.
  • Change Management: Manage IT changes effectively, minimizing risks and ensuring smooth implementation.
  • Problem Management: Identify and proactively address recurring issues to prevent future disruptions.
  • Asset Management: Track and manage IT assets throughout their lifecycle, optimizing resource utilization.


Features: Salesforce vs ServiceNow

Feature Salesforce ServiceNow
Focus Customer Relationship Management (CRM) Enterprise Service Management (ESM) & IT Service Management (ITSM)
Sales Management Robust sales pipeline management, opportunity tracking, and lead nurturing. Not a core focus, but limited sales features might be available.
Customer Service Comprehensive customer service tools including ticketing, knowledge base, and live chat. Limited customer service functionalities.
Project Management Project management features may require additional applications. Offers project management functionalities for internal projects and service delivery.
Integrations Integrates with a wide range of third-party business applications. Offers integrations with various business tools, but the selection might be more limited compared to Salesforce.

Pricing: Salesforce vs ServiceNow

Pricing Model Salesforce ServiceNow
Pricing Quote-based pricing Quote-based pricing


Cost | Typically starts at $25 per user/month (Sales Cloud Essentials) | Pricing varies depending on specific modules and user licenses.

Pros and Cons: Salesforce vs ServiceNow



  • User-friendly interface and scalability for businesses of all sizes
  • Extensive range of features for sales, marketing, and customer service
  • Wide selection of integrations with third-party applications


  • Higher cost compared to some ServiceNow modules
  • Complex pricing structure with various editions
  • May require additional customization for specific needs



  • Powerful platform for streamlining internal workflows and IT service management
  • Highly customizable for specific industry and organizational needs
  • Strong focus on automation and process improvement


  • Steeper learning curve compared to Salesforce
  • Limited customer service functionalities
  • Quote-based pricing can be opaque compared to tiered pricing models

Functionality: Choosing the Right Platform

Salesforce is a great option for businesses that focus on handling customer relationships, making sales processes smoother, and getting important information about customers. It is easy to use and can work for companies of any size.

ServiceNow shines for organizations seeking to optimize internal operations, automate workflows, and enhance IT service delivery. Its focus on customization and automation caters to complex business needs.

Alternatives to Salesforce and ServiceNow

Salesforce Alternatives:

  • Microsoft Dynamics 365
  • Zoho CRM
  • Freshworks CRM

ServiceNow Alternatives:

  • BMC Helix ITSM
  • Ivanti Service Manager
  • Micro Focus Service Management


Ultimately, the choice between Salesforce and ServiceNow depends on your specific needs and priorities. Consider the size and complexity of your business, the primary areas you want to improve, and your budget. By carefully evaluating these factors alongside the information in this comparison, you can choose the platform that empowers your business to achieve its full potential.


Ericson Da Silva.

Ericson has been Working on with CRM and Marketing Automation since 2013 with clients all over the US, UK, Switzerland, Norway, China and Spain. If you have any questions or you want someone to help you implement your CRM solution, you can book a FREE consultation here.