February 15, 2024


In today's digital age, finding the right tools to fuel business growth is more crucial than ever. Especially when it comes to dealing with customers and keeping data safe, that's where customer relationship management (CRM) tools come in.

Presently, Salesforce and ServiceNow are two big names in this aspect that stand out as leading contenders. These two popular customer service engines have proved best in serving customers in all respects. Each offers unique strengths tailored to specific business needs, but choosing the right seems difficult.

We're here to break it down, making it simple to understand, even if you're not a tech expert. From managing customer relationships to keeping your IT stuff in check, it will help you figure out the best pick for your business needs. Let's dive in and make this choice a little less daunting.

What is Salesforce?

Salesforce is one of the leading players within the world of CRM. With many features, benefits and robust capabilities, it is the go-to choice for numerous prestigious companies across different sectors.

It is a cloud-based platform that is used for many purposes whether it is app development, API integration, free capacity, and configuration management. Majorly, it is used to offer businesses a comprehensive platform for managing leads. Keeping track of leads with sales, marketing, customer service, and finance all under one SaaS tool.

There are various other tools as well which make everything more easy for any scale of business. With quality cloud capabilities, it is helping businesses reduce operational hassle and generate detailed reports based on users' data. If you want to utilise Salesforce to the maximum, you can also utilise their AppExchange programme and you can even List Your App on Salesforce Appexchange also.

Features of Salesforce

This CRM has many capabilities that make it one of the best tools to consider. Here are the top features of using Salesforce for your business needs:

Opportunity Management :

It can easily track customer activities and accelerate decision-making in your business.

Lead Management :

It can utilise data for effective sales pipeline impact so you can create effective lead nurturing strategies.

Workflows and Approvals :

It helps you streamline business processes with visual workflows and adaptable approval processes.

Email Integration :

You can seamlessly integrate Salesforce with Gmail and Outlook CRM, offering end-to-end customer views.

File Sync And Share :

It has a feature that makes file sharing and collaboration easy. It is useful for reducing errors with centralised information.

Reports & Dashboards:

It can help generate reliable reports and provide a real-time view of ongoing and upcoming activities.

Salesforce Lightning :

It offers features that allow easy syncing of important emails and global access with Salesforce email composer .

What is ServiceNow?

It is a customer-centric IT service management tool. You can use this for sales, marketing, services, and other things. ServiceNow is used to streamline IT infrastructure to facilitate efficient and practical procedures. It is a cloud-based application platform that lets you improve operational efficiencies with the help of automation and streamlining routine tasks.

You can connect digital workflow across the team and make tasks more accessible with ease. It can help you manage relationships with customers and solve their issues. When it comes to security, it comes with an automation tool that identifies bugs in your application.

It configures security management tools so you can handle security without additional investment. For example, ServiceNow is used to set up systems that help businesses to manage, automate, and structure their IT services. You can use it for raising tickets and tracking them.

Features of ServiceNow

It comes with many features to improve organisational workflow. Here are some of the top features that you can utilise as an IT organisation :

Instance-Based Implementation :

ServiceNow allows tailored workflow structures through instance-based implementation.

Efficient Asset Tracking :

It can simplify asset monitoring and management with ServiceNow's robust tracking tools.

Well-Managed Approval Process:

If you use this properly, you can ensure reliability and compliance as ServiceNow comes with a great approval process.

Cost-Effective Customer Support :

Service Now provides quality customer support with low maintenance charges.

Activity Dashboard and Real-Time Analysis :

It lets you track activities and analyse processes in real time using the intuitive Activity Dashboard.

Customisable Settings :

It gives you the option to customise every setting. It helps you with meeting your specific requirements.

Tracking Completed Operations:

It has the capability to track and manage completed operations.

Where ServiceNow Can Be Used?

ServiceNow can be used for the diverse needs of users engaged in various business processes and operations. The software is designed to enhance the experiences of many key roles of the company. Here are the top groups that can use ServiceNow to increase efficiency:

Employees :

Service Now empowers employees to seamlessly request IT-related services. With this, it can be used to streamline the service request process for a more efficient and user-friendly experience.

IT Support Team :

It can help IT teams to manage and address service requests and concerns. With simplified ticketing, ServiceNow enhances collaboration and communication within the team for quicker issue resolution.

Administrators :

This tool is helpful for administrators as well. It can manage user access, roles, and privileges. With robust tools for simplified administration, this tool offers a secure environment.


Lastly, developers can use this to enhance standard configurations using scripts. With seamless new functionalities, it can be used for a more dynamic and adaptable system.

Salesforce vs ServiceNow: Which is Better?

You should consider both but Salesforce has the edge with popularity due to its features and technical support it offers through salesforce certified consultants. Based on your unique IT and customer-facing needs, consideration of the features that you need is very important in this regard. As both the platforms offer sales functions and CRM functionalities, the overall customer journey is almost the same as well. Here is a comparison table to make it easy for you:

Attribute Salesforce ServiceNow
Working It is used to streamline processes for a better customer experience. It optimises customer support and IT services.
Performance 99.9% uptime availability. It registered downtime of 8 hours and 46 minutes, annually. 99.8% uptime availability. It recorded downtime of 17 hours and 30 minutes, annually.
Integrations There are many pre-existing integrations. Limited integrations are available so you need to rely more on third parties.
Customer support It has three tiers of customer support, and you can upgrade easily. You need to have a premium tier for many issues It has a feature to connect customer services to other departments as well. It is an affordable alternative and you get both on-call and live chat support.
Usability It is a SaaS offering CRM platform with customisation of every feature. Web-based framework with limited customisation options.

Get CRM Expertise With Salesforce-Certified Team

Keeping customer data up to date and analysing it properly can make your business grow faster than you think. With a platform like Salesforce, you can complete your tasks efficiently and ease the workload across the teams in your organisation.

As a Salesforce Summit Partner, we have been a top name with a whole range of Salesforce services. Whether you want to implement Salesforce or want it to run at peak performance, we can help. With over two decades of experience in the IT industry, we have always worked across industries and delivered satisfactory results. Want to know more about Dotsquares Salesforce services? Contact our experts right away!

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