Service Cloud vs. ServiceNow: 6 Reasons Salesforce is Better for IT Service Management

IT Service Management (ITSM) Solution?  Is Salesforce better for ITSM than Service now? Check out why opting for Service Cloud from Salesforce outweighs the benefits of ServiceNow:

1. Native ITSM capabilities built on the Salesforce platform Salesforce now provides standard ITSM data models for:

• Incidents
• Service Requests
• Problems
• Change Requests

That means:

✔ Faster implementation

✔ Shared automation & reporting

✔ One data model across the enterprise

Instead of building integrations between systems, you start with a unified foundation.

Salesforce’s latest release enables Service Cloud customers to implement ITIL-compliant ITSM solutions using new standard objects. The Winter ’22 release of Salesforce Service Cloud provides standard objects for “Service Request”, “Incident”, “Problem” and “Change Request” that allow customers to quickly implement ITIL compliant service management solutions at no extra cost by simply toggling the “Incident Management” switch on in the setup menu.

2. The power of the Salesforce AppExchange ecosystem 

Salesforce gives you access to thousands of prebuilt, enterprise-grade applications through AppExchange.

For IT teams, that means you can quickly extend into:

• Asset & device management
• DevOps integrations
• Monitoring & observability
• Identity & access workflows
• Industry-specific service solutions

In addition to the ability to deliver ITIL driven IT Service Management, customers can create or leverage hundreds of ready-to-deploy solutions created for the Force.com platform from Salesforce AppExchange. 

3. One platform for employee service, customer service, and field service

Service Cloud is built on Salesforce Customer 360 and brings customer service, field service, and employee service together on one platform with AI and automation to engage customers and employees across every service channel creating seamless engagement along the entire customer journey. Every interaction — from messaging and phone to video and in-person — is powered by intelligent automation to deliver collaborative, connected, personalized, and human experiences. 

4. Real-time, unified data for better decision-making

4. Service Cloud 360 leverages unified data across every department which enables customer focused organizations worldwide to take customer engagement to the next level with amazingly detailed customer portals that can include real time customer health and satisfaction monitoring. 

5. AI that works across every service interaction

Salesforce’s AI (now delivered through Agentforce) brings intelligence directly into IT service workflows:

• Automated case classification & routing
• aI-generated knowledge articles
• Self-service resolution suggestions
• Predictive insights
• Conversational support experiences

And because the AI runs on your unified data, it understands:

• The employee
• The customer
• The asset
• The history

Not just the ticket.

6. Built for collaboration with Slack

Service Cloud integrates directly with Slack for a “swarming” capability that brings together all of the right experts to solve customer problems quickly. Service and support agents can open a support conversation for a service, incident, or change request right from the Slack user interface and can then be picked up later and resolved using other Service Cloud  channels.  

Whether you are an existing Salesforce Service Cloud customer looking to get more value out of your investment or just exploring IT Service Management solutions, Salesforce IT Service Cloud powered by Force.com and Cloud 360 offers a solid ITIL-based service management foundation.  

When is Salesforce the better ITSM choice? Choose Salesforce when:

1. You’re already a Salesforce customer
2. IT needs visibility into the customer lifecycle
3. You want one platform for employee + customer service
4. You’re investing in AI-driven service
5. You want to avoid another siloed system

Ready to get started? Allium has the experience and expertise to help you realize your vision. Fill out the form below to connect with our team today.