Compare KANA Enterprise, Salesforce Service Cloud, and ServiceNow

 
Salesforce Service Essentials
$ 25 USD Per user/month (billed annually)
 
Lightning Professional
$ 75 USD Per user/month (billed annually)
 
Lightning Enterprise
$ 150 USD Per user/month (billed annually)
 
Lightning Unlimited
$ 300 USD Per user/month (billed annually)
 
Free Trial
Free Trial
Free Trial
 Request More InformationRequest More Information$ Get a Quote$ Get a Quote$ Get a Quote$ Get a Quote
Meets RequirementsSee More
Meets RequirementsSee More
8.2
(Based on 11 reviews)
8.6
(Based on 1,309 reviews)
8.5
(Based on 500 reviews)
Ease of UseSee More
Ease of UseSee More
8.5
(Based on 11 reviews)
8.2
(Based on 1,311 reviews)
7.7
(Based on 500 reviews)
Ease of SetupSee More
Ease of SetupSee More
6.8
(Based on 7 reviews)
7.7
(Based on 574 reviews)
7.5
(Based on 145 reviews)
Ease of AdminSee More
Ease of AdminSee More
7.0
(Based on 7 reviews)
8.1
(Based on 580 reviews)
8.0
(Based on 147 reviews)
Quality of SupportSee More
Quality of SupportSee More
7.8
(Based on 8 reviews)
8.2
(Based on 1,153 reviews)
8.1
(Based on 400 reviews)
Ease of Doing Business WithSee More
Ease of Doing Business WithSee More
7.0
(Based on 5 reviews)
8.5
(Based on 564 reviews)
8.3
(Based on 144 reviews)
Product Direction (% positive)See More
Product Direction (% positive)See More
7.1
(Based on 11 reviews)
8.0
(Based on 1,291 reviews)
8.0
(Based on 493 reviews)
Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
0.0%
25.4%
3.8%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
10.0%
41.1%
17.0%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
90.0%
33.5%
79.2%
 
Information Technology and Services
18.8%
Information Technology and Services
14.6%
Information Technology and Services
27.5%
 
Telecommunications
12.5%
Computer Software
14.6%
Higher Education
7.7%
 
Retail
12.5%
Internet
8.3%
Hospital & Health Care
7.5%
 
Outsourcing/Offshoring
12.5%
Hospital & Health Care
3.7%
Computer Software
6.7%
 
Insurance
12.5%
Financial Services
3.4%
Financial Services
5.8%
 
Other
31.3%
Other
55.5%
Other
44.7%
Most Helpful Favorable Review
Most Helpful Favorable Review
Joshua P. K.
Administrator in Consumer Electronics

Prior to KANA Enterprise, we used several different systems. This required our associates to log into any number of sites and programs during the course of the day. As we've continued to build out our iteration of KANA Enterprise, we've been steadily...

G2 Crowd User in Online Media

Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...

Nathan N.
Administrator in Internet

ServiceNow can do anything you want it to. It all depends on the level of effort to make it work the way you want. They continually add feature, and facelifts. Support is great, and we have only had one outage that lasted 2 minutes in the 3 years we have...

Most Helpful Critical Review
Most Helpful Critical Review
G2 Crowd User in Financial Services

The collation of data can involve as many as 12 different pages, which makes it hard to view everything at once.

G2 Crowd User in Electrical/Electronic Manufacturing

Difficult to export existing KB articles. It has to be RSS and must be very specifically structured. Searching for cases or customers have some issues sometimes Custom rules and notifications are complicated to setup

Max L.
User in Broadcast Media

Extremely Slow. confusing, Hard to Setup Slow to add attachments no accept % to and easy research - Key sensitive on research Any customization for your company will slow down the performance no easy to use search ticket options sometimes there is...

 
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Kate from G2 Crowd

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