The biggest dissimilarity is that ServiceNow was made for the IT operations side of the business when Salesforce was built as a customer relationship management (CRM) product aimed to serve sales and marketing departments.
Unlike Salesforce, ServiceNow is a codeless solution, which means it doesn’t require as much configuration time as Salesforce does.
While ServiceNow has all the right features to generate a single system of record and automate the service management process, Salesforce can be customized to meet many ITSM needs while also prioritizing the sales pipeline.
In terms of Customer Support which includes quality and speed of assistance - Salesforce offers three levels of customer service mainly - Salesforce Trailhead, Trailblazer, and Premier. Trailhead and Trailblazer communities provide the standard level of assistance and Premier is a more advanced level. ServiceNow offers their clients round-the-clock phone help all clients via the Contact Support page or the website’s live chat. So, the general approach to Customer Support is totally different.
On the innovation side, both platforms are using AI and process automation, but Sales teams might benefit more from customer data analysis using Salesforce Einstein’s CRM
interface than from ServiceNow analytics. Salesforce AI collects much more useful information about consumer behavior, shopping trends, support requests, etc. than ServiceNow AI.
And finally on usability. When it comes to updating and upgrading ServiceNow is a bit of a difficult case that requires expert consultation and support. On the other hand, Salesforce is committed to making on-demand corporate apps available to the majority of people, including those who use assistive devices like voice recognition software and screen readers. Also, Salesforce has a wide range of CRM capabilities, an excellent range of integration possibilities, and a huge degree of customization while ServiceNow CRM is a web-based framework.